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

ITIL® 4 Practitioner: Service Request Management eLearning

About Practitioner: Service Request Management course

The ITIL® 4 Practitioner: Service Request Management Practice course is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Service Request Management practice at both strategic and operational levels maximizing value from this practice area. ITIL 4 Practitioner: Service Request Management enables professionals to efficiently

  • Establish clear and structured patterns and methods of working
  • Reduce costs associated with request handling and fulfilment
  • Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction
  • Fulfil SLAs with service consumers
  • Improve standing or reputation with the service consumer due to higher service quality and clear user expectations
  • Measure, assess and develop the Service Request Management practice capability in their organization by using the ITIL Maturity Model




5 tuntia


349 €



Target Group

Who is this course aimed at?

  • Anyone looking to start their ITIL training with an award-winning course provider
  • Organizations intending to start adopting ITIL 4 best practices
  • Individuals or groups looking to pursue ITIL training online
  • Team members and managers who require an understanding of the framework
  • Candidates hoping to pursue careers in IT management


What will you learn by taking this course?

  • How the ITIL best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-powered products and services
  • An overview of the tools, methodologies, purpose, and components of the framework
  • How the guiding principles can help organizations plan, create, implement, and continually improve market-leading IT services
  • The details of the ITIL certification path, including the streams for Managing Professional (MP) and Strategic Leader (SL)
  • How to combine the framework with other leading frameworks, such as Lean, DevOps, and Agile
  • Everything needed to pass the official ITIL foundation certification exam

Content of ITIL® 4 Practitioner: Service Request Management eLearning

Module 0: Welcome to ITIL 4 Service Request Management Practice

Duration: 55 m. Module zero introduces you to the course main features, learning plan, aims and objectives, and structure. It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Service Request Management Practice.

Module 1: Key concepts

Duration: 1 h. Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.

Module 2: Processes and people

Duration: 1 h. Module 2 begins with an explanation of the two service request management practice processes: Service request fulfillment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams. The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1 h. Module 3 completes the content for this course with a description of further concepts that enable the service request management practice. We start by explaining automation and tooling, and providing recommendations for the automation of service request management. The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice. Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development. The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams

Duration: 1 h 5 m. Module 4 contains two practice tests provided by PeopleCert.

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

Duration: 5 m. Module 5 provides information on booking the exam and other courses of interest.

ITIL® 4 Practitioner: Service Request Management

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
  • There is a time limit of 30 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes


The ITIL 4 Practitioner: Service Request Management online course on this page is provided by Good e-Learning, an Accredited Training Organisation of PeopleCert. Tieturi promotes this course for Good e-Learning. ITIL is a registered trade mark of PeopleCert group. Used under licence from PeopleCert. All rights reserved.


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.