ITIL® Certification Training | ITIL® 4 Practitioner Service Request Management Training in Calgary

ITIL® 4 Practitioner: Service Request Management Training Course Outline

Module 1: Key Concepts of the Practice

• Purpose of the Practice
• Practice Success Factors (Psf) Key Metrics of the Practice
• Key Terms/Concepts
  • Service Request and Its Main Characteristics
  • Service Request Model
  • Request Catalogue

Module 2: Processes of the Practice

• Inputs and Outputs of the Processes
• Key Activities of the Processes
• Integrate the Practice in the Organisation’s Value Streams

Module 3: Roles and Competencies of the Practice

• Responsibilities of the Key Roles of the Practice
• How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

• Tools Application
• How to Apply the Recommendations on Automation?

Module 5: Role of Partners and Suppliers in the Practice

• Dependencies of the Practice on Third Parties
• How Partners and Suppliers Can Support the Practice?

Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice

• How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for The Practice Success

• Recommendations for Service Request Management Success and How they are Supported by the ITIL Guiding Principles

Who should attend this ITIL® 4 Practitioner: Service Request Management Training Course?

This ITIL® 4 Practitioner: Service Request Management Course is suitable for a variety of IT professionals who are involved in managing, coordinating, and implementing service requests within an organisation. A few of the professions who will benefit the most with this ITIL Course are:

• IT Service Management Professionals
• IT Support Staff
• IT Professionals
• IT Project Managers
• Service Desk Analysts and Technicians
• Service Managers and Team Leaders
• Business Managers

Prerequisites of the ITIL® 4 Practitioner: Service Request Management Course

To attend the ITIL® 4 Practitioner: Service Request Management Course, individuals should possess a foundational understanding of ITIL® 4 concepts and ideally have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Service Request Management Training Course Overview

The ITIL® 4 Practitioner: Service Request Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage service requests within an IT service environment. Service request management is a critical process that ensures timely and efficient handling of customer requests for standard services, helping to enhance customer satisfaction.

IT Managers, Service Desk Managers, Service Request Coordinators, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Service Request Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of service request management principles, processes, and best practices to improve service delivery efficiency.

This 1-day ITIL Certification Training covers a wide range of topics, including service request intake, classification, prioritisation, fulfilment, and closure. Participants will learn how to establish effective service request management processes, automate routine service requests, and optimise service delivery workflows.

ITIL® 4 Practitioner: Service Request Management Course Objectives

• To understand the importance of service request management in IT service delivery
• To learn service request management principles, processes, and best practices
• To develop skills in intake, classification, prioritisation, fulfilment, and closure of service requests
• To establish effective service request management processes and workflows
• To explore automation and self-service options for handling routine service requests
• To empower IT professionals to improve service delivery efficiency and customer satisfaction through effective service request management practices

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage service requests within their IT service environment. They will be better prepared to streamline service delivery processes, enhance customer satisfaction, and optimise resource utilisation, ultimately contributing to improved business performance and success.

What’s included in this ITIL® 4 Practitioner: Service Request Management Training Course?

• ITIL® 4 Practitioner: Service Request Management Examination
• World-Class Training Sessions from Experienced Instructors
• Digital Delegate Pack

ITIL® 4 Practitioner: Service Request Management Exam Information 

The ITIL® 4 Practitioner: Service Request Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service request management. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book