ITIL 4 Practitioner: Service Request Management

Learn to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

What will you learn?

* Key concepts

Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information, and access within the IT infrastructure.

* Practice success factors

Learn about practice success factors (PSF) and key practice metrics, essential for measuring the efficiency and effectiveness of Service Request Management in meeting user needs.

* Practice Processes

Explore Service Request Management processes, including key activities, and discover how to integrate them into your organisation’s value stream to ensure timely and effective fulfilment of service requests.

* Roles and Competencies

Focus on key roles within Service Request Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for efficient request handling and fulfilment.

* Information and Technology

See how information and technology can support and enable Service Request Management, providing tools and systems for tracking, managing, and fulfilling service requests efficiently.

* Partners and Suppliers

Explore the role of partners and suppliers in Service Request Management, and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities.

* The ITIL Capability Model

Discover how the ITIL capability model supports the development of Service Request Management capabilities, ensuring alignment with industry best practices and organisational goals.

* Practice Success

Learn strategies for succeeding with Service Request Management, and understand how it is supported by the ITIL guiding principles to achieve effective and efficient service request fulfilment.

* Key metrics and performance indicators

Grasp the importance of defining and tracking metrics and KPIs to measure the performance and effectiveness of IT services.