ITIL® 4: Service Request Management Training Objectives

Key Point of Training Program

• ITIL® 4: Service Request Management Training Outline

  Module 1: Introduction to Service Request Management
  In this module, you will learn how to:

  - Understand the purpose and description of the ITIL Service Request Management Practice
  - Familiarise yourself with the common terms and concepts
  - Learn the scope of the Service Request Management Practice Area
  - Explain practice success factors
  - Identify key metrics

  Module 2: Value Streams and Processes
  In this module, you will learn how to:

  - Apply processes to fulfil the purpose of the practice
  - Assess value stream contribution

  Module 3: Organisations and People
  In this module, you will learn how to:

  - Define roles, competencies, and responsibilities
  - Understand organisational structure and teams

  Module 4: Information and Technology
  In this module, you will learn how to:

  - Facilitate information exchange
  - Implement automation and tooling

  Module 5: Partners and Suppliers
  In this module, you will learn how to:

  - Identify the dependencies of the practice on third parties
  - Recognise how partners and suppliers can support the practice

  Module 6: Capability Assessment and Development
  In this module, you will learn how to:

  - Evaluate the practice capability levels
  - Conduct capability self-assessment
  - Develop Service Request Management capability

  Module 7: Recommendations for Practice Success

  - Next Steps

• ITIL® 4: Service Request Management Training Delivery Methods

  In-Person

  Online

  Upskill your whole team by bringing Private Team Training to your facility.

• ITIL® 4: Service Request Management Training Prerequisites:

  - Official course content and curriculum
  - People Cert Exam Voucher included
  - Take 2 exam re-sit included (eligible on public events)
  - After-course instructor coaching benefit included

  Training Prerequisites:

  - ITIL 4 Foundation Certificate (ITIL® 4 Foundation Training • course 1199) or ITIL 4 Managing Professional Transition Certificate