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This course is given as a dynamic one-day workshop covering key concepts supporting the implementation of a highly effective Service Request Management practice. It provides best practice guidance at both strategic and operational levels.
This workshop is intended for practitioners, practice owners, and managers involved in implementing and optimizing the Service Request Management practice. At the end of the course, participants take a 30-minute exam consisting of multiple-choice questions to obtain the international AXELOS/PeopleCert ITIL® 4 Service Request Management certificate.
ITIL® Version
This course is based on ITIL® 4.
Language
The course, course materials, and exam are in English.
Course Objectives
- Understand the key concepts supporting the Service Request Management practice.
- Describe the processes, supporting roles, and Practice Success Factors.
- Identify how the practice relies on elements from all four ITSM dimensions.
- Assess maturity and capabilities of the Service Request Management practice.
- Prepare confidently for the ITIL® 4 Service Request Management exam.
- Put ITIL® principles into practical use.
Target Audience
- Personnel involved in Service Request Management.
- Those defining or implementing the practice.
- Individuals looking to improve efficiency and effectiveness in IT service management.
Course Duration
1 day of learning, including the final exam (scheduled later by the candidate).
Course Structure
A series of interactive presentations, classroom exercises, and exam-style activities.
Course Content
- Key concepts of the practice
- Practice processes
- Roles and competences
- Supporting information and technology
- Role of partners and suppliers
- Using the ITIL capability model
- Recommendations for practice success
- Exercises to define elements supporting an effective Service Request Management practice
Prerequisite
ITIL® 4 Foundation certification
Exam
- Official AXELOS/PeopleCert ITIL® 4 Service Request Management exam
- Includes the official practice document
- Voucher valid for 12 months
- Online exam requiring a connected computer with audio & video
- Format: 20 multiple-choice questions
- Duration: 30 minutes
Download course outline