ITIL® 4 Practitioner: Service Request Management

The ITIL® 4 Practitioner: Service Request Management course is designed to provide IT professionals with the knowledge and skills to effectively manage and fulfil service requests in an IT service management environment. This course focuses on streamlining the process of handling routine service requests, ensuring that they are fulfilled efficiently and meet user expectations while maintaining high service quality.

Participants will learn to design, implement, and optimize service request management processes in alignment with ITIL® 4 principles. The course covers best practices for request handling, automation, and integration with other service management practices, ensuring that service requests are processed seamlessly and cost-effectively.

This course is essential for professionals who are responsible for managing and improving service request processes to enhance user satisfaction and operational efficiency.

In just 1 day, you’ll also learn to:

• Understand the principles and practices of service request management.
• Implement and optimize service request processes to meet user needs.
• Design request fulfilment workflows that ensure efficiency and high-quality service delivery.
• Automate service request processes to improve speed and reduce manual effort.
• Integrate service request management with other ITIL processes to improve service outcomes.
• Monitor and improve service request management to align with business objectives.

By the end of this course, you will be equipped with the practical skills to manage and optimize service requests, improve service quality, and enhance user satisfaction.

Why choose Firebrand?

• Accelerated certification process – Get certified in just 1 day.
• Access to expert instructors with real-world experience.
• A hands-on, immersive learning environment for maximum retention.
• Flexible learning options and dedicated support.

At the end of this intensive course, you will sit for the PeopleCert ITIL® 4 Practitioner: Service Request Management certification exam and, upon passing, obtain your certification.

Through Firebrand’s Lecture | Lab | Review methodology, you’ll get certified at twice the speed of the traditional training and get access to courseware, learn from certified instructors, and train in a distraction-free environment.

Audience

This course is ideal for:

• IT professionals responsible for managing and fulfilling service requests.
• Service desk teams and support staff handling user requests and incidents.
• Service managers focused on optimizing service request processes and workflows.
• IT operations staff involved in service request automation and integration.
• Change managers seeking to streamline request fulfilment processes.
• Professionals pursuing ITIL® 4 certifications or enhancing their expertise in service request management.

ITIL® and The Swirl logo™ are registered trademarks of PeopleCert Group, used under permission of PeopleCert. All rights reserved.

• Module 1: Introduction to Service Request Management
• Module 2: Designing and Implementing Service Request Processes
• Module 3: Service Request Fulfilment and Automation
• Module 4: Integrating Service Request Management with Other ITIL Practices
• Module 5: Continuous Improvement in Service Request Management
• Module 6: Monitoring and Measuring Service Request Performance

At the end of this accelerated course, you’ll sit the following exam at the Firebrand Training Centre, covered by your Certification Guarantee:

ITIL® 4 Practitioner: Service Request Management Exam

• Duration: 30 minutes
• Format: Multiple choice; Closed book
• Number of questions: 20 questions
• Passing score: 13 out of 20 marks required to pass (65%)

Before attending this accelerated course, you must have successfully completed the ITIL® 4 Foundation certification.

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up-to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply for online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass first time or train again free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two options of training. Choose between residential classroom-based, or online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9 am – 5 pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day of quality learning time, with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

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