The ITIL 4 Practitioner: Service Request Management practice module is for IT professionals who want to support the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

This module provides an understanding and application of the key concepts, principles, values and challenges of the Service Request Management practice.

This course will help you to:

• Establish clear and structured patterns and methods of working
• Reduce costs associated with request handling and fulfillment
• Achieve realistic fulfillment expectations and higher resulting levels of user satisfaction
• Fulfill 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 Incident Management practice capability in your organization by using the ITIL Maturity Model.

Prerequisites

An ITIL 4 Foundation certification is a prerequisite for studying Service Request Management.

Examination Format:

• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book.

ITIL®4 Practitioner: Service Request Management Training is delivered in association with 1 World IT Solutions, ATO of PeopleCert Axelos Limited.
ITIL® is a registered trademark of Axelos Limited. All rights reserved.