EtusivuITIL®, IT-palvelunhallintaITIL® 4 Practitioner: Service Request Management eLearning

ITIL® 4 Practitioner: Service Request Management eLearning

The ITIL® 4 Practitioner: Service Request Management Practice course is specifically designed for IT professionals who aim to enhance the management of service requests within their organizations. This course focuses on optimizing the handling of all user-initiated service requests in a way that aligns with agreed service quality levels, ensuring an effective and user-friendly experience. Here’s how this course empowers participants: 

  • Establish Clear and Structured Working Methods: Participants will learn to define and implement structured patterns and methods for service request management, which streamline and standardize processes across the organization. 
  • Reduce Costs: By enhancing efficiency in request handling and fulfilment, the course helps reduce the operational costs associated with these activities, making the process more cost-effective. 
  • Achieve Higher User Satisfaction: The course teaches methods to set and manage realistic fulfilment expectations, which are key to achieving higher levels of user satisfaction. 
  • Fulfil Service Level Agreements (SLAs): Participants will gain the skills necessary to ensure that all service requests are managed and fulfilled in accordance with the stipulated SLAs with service consumers. 
  • Improve Service Reputation: Effective management of service requests not only boosts the quality of service provided but also enhances the organization's reputation with service consumers due to improved service delivery and clear communication of user expectations. 
  • Develop Practice Capability: The course uses the ITIL Maturity Model to guide participants on measuring, assessing, and developing the capability of the Service Request Management practice within their organization. This aspect is crucial for continuous improvement and aligning the practice with organizational goals. 

Exam Information 

Here are the details for the Objective Test Question (OTQ) exam: 

  • Format: Multiple-choice 
  • Number of Questions: 20 
  • Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language) 
  • Exam Conditions: Closed book, only materials provided during the exam may be used. 
  • Passing Mark: 65% 

This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Service Request Management examination successfully. 

Included in the course is a complimentary exam voucher. 

Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website. 

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page. 

Partner Statement 

The ITIL® 4 Practitioner: Service Request Management course is provided by GEL, an ATO of PeopleCert. 

Copyright Statement 

ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved. 

 


Koulutusmuoto

Online


Kesto

5 hours


Hinta

349 €


Sertifiointi

Kyllä

Target Audience

  • Individuals eager to begin their ITIL training with a recognized, award-winning course provider. 
  • Organizations planning to implement ITIL 4 best practices. 
  • Individuals or groups interested in pursuing ITIL training through online platforms. 
  • Team members and managers who need to grasp the ITIL framework. 
  • Candidates aspiring to build careers in IT management. 

What will you learn?

  • Fundamental Concepts of the Practice 
  • Success Factors of the Practice 
  • Processes within the Practice 
  • Essential Roles and Competencies in the Practice 
  • The Impact of Technology and Automation on the Practice 
  • The Contribution of Partners and Suppliers to the Practice 
  • The ITIL Capability Model 

Content of ITIL® 4 Practitioner: Service Request Management eLearning

Why take this course? 

  • Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor  
  • The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector  
  • The course has been developed with insights from leading experts, including authors of various ITIL 4 publications  
  • This ITIL® 4 Service Request Management course is accredited by PeopleCert 

 

Syllabus Information 

Module 0: Welcome to ITIL 4 Service Request Management Practice 

This introductory module provides a comprehensive overview of the course, including its main features, learning plan, aims, and structure. Participants will receive a detailed syllabus, diagrams, and tables pack, along with a document for further reading and links to download essential framework publications. This module also addresses common queries about the ITIL 4 Service Request Management Practice, setting the stage for deeper learning. 

Module 1: Key concepts 

This module delves into the foundational aspects of the service request management practice. It covers essential terms and concepts, elaborates on the practice's success factors (PSFs), and discusses the key metrics that are crucial for measuring the effectiveness of service request management. 

Module 2: Processes and people 

Here, the focus shifts to the core processes of service request management, specifically service request fulfilment control and service request review and optimization. The module outlines the inputs, outputs, and key activities of these processes and their integration within the organization’s value streams. It also explores the roles and responsibilities of the teams involved and how to structurally align the service request management practice within the organizational hierarchy. 

Module 3: Enabling the practice 

Module 3 expands on additional concepts that bolster the service request management practice. It begins with an exploration of automation and tooling, providing strategies for enhancing efficiency through technology. The discussion extends to the roles of partners and suppliers, examining how these external entities influence and support the practice. The module concludes with insights into developing practice capabilities using the ITIL Maturity Model and offers recommendations for achieving sustained success, all aligned with ITIL's guiding principles. 

Module 4: The practice exams 

This module presents two practice exams from PeopleCert, designed to prepare participants for the official certification test. These exams simulate the actual exam environment, helping to consolidate knowledge and gauge readiness. 

Module 5: ITIL 4 Service Request Management Practice wrap-up 

The final module provides essential information on how to book the certification exam and highlights additional learning opportunities. It aims to ensure that participants are well-prepared for certification and future educational pursuits within ITIL and service management. 

 

Schedule

The course is valid for 3 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.