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.
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.
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 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.
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.
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.