ITIL® 4 Practitioner: Service Request Management eLearning

• Individuals eager to begin their ITIL training with a recognized, award-winning course provider. 

• Organizations planning to implement ITIL 4 best practices. 

• Individuals or groups interested in pursuing ITIL training through online platforms. 

• Team members and managers who need to grasp the ITIL framework. 

• Candidates aspiring to build careers in IT 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 

Why take this course? 

• 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 

Syllabus Information 

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 optimization. The module outlines the inputs, outputs, and key activities of these processes and their integration within the organization’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 organizational 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. 

The course is valid for 3 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.