ITIL® 4 Practitioner: Service Request Management

• 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

• 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 
• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply). 
• This ITIL® 4 Service Request Management course is accredited by PeopleCert.

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 optimisation. The module outlines the inputs, outputs, and key activities of these processes and their integration within the organisation’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 organisational 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.

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.

ITIL 4 Practitioner: Service Request Management 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%

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for 'Information Technology Infrastructure Library.' However, as the framework has evolved with frequent updates, it is no longer considered a static 'library.' Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the 'ITIL Foundation'. After achieving this, individuals can advance through 'Practice Manager,' 'Managing Professional,' or 'Strategic Leader' streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional's earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.