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The ITIL 4 Practitioner: Service Request Management course provides you with the necessary knowledge and practical guidance on how to deliver an agreed quality of service and handle user-initiated service requests in an effective and user-friendly way.
LearnGain the necessary knowledge in these 8 modules: Module 1: Key Concepts in Service Request Management
Module 2: Success factors for practice (PSF)
Module 3: Processes in Service Request Management
Module 4: Roles and competencies
Module 5: Information and technology
Module 6: Partners and suppliers
Module 7: ITIL Capability Model
Module 8: Ensuring success The training content is described in more detail below. Your advantage: With our ITIL 4 Practitioner: Service Request Management eLearning course you can learn and study at any time, any place and for as long as you like.
More flexibility is not possible.
Target group: The course is of interest to IT service managers, IT operations managers, DevOps engineers, database and system administrators, solution architects and data scientists.
Skill improvement: Expertise in service operations, customer service, AI and automation.
Prerequisite: The ITIL 4 Foundation certification or the ITIL 4 Managing Professional certification is a prerequisite for participation in the training.
Languages: The eLearning resource kit, eBook and exam is currently only available in English.
eLearning variants: You can find an overview of the services of the eLearning variants here: eLearning description and detailsExam: The ITIL exam package is included in the price.
Recommendation: The official printed book accompanying the course contains further information and topics that are also relevant for the exam.
Pro tip: Order the book in a different language to your e-book.
396,00 € – 592,00 €
excl. VAT
Free shipping
Delivery time: 3-4 days
These modules are covered in detail in the ITIL 4 Practitioner: Service Request Management training: Module 1 Key Concepts: Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information and access within the IT infrastructure.
Module 2 Success Factors: Learn about Practice Success Factors (PSFs) and key practice metrics that are essential for measuring the efficiency and effectiveness of Service Request Management in meeting user requests.
Module 3 Processes: Explore service request management processes, including key activities, and discover how to integrate them into your organization’s value stream to ensure timely and effective fulfillment of service requests.
Module 4 Roles and Competencies: Focus on key roles within Service Request Management and understand how to effectively position the practice within your organization.
Develop the necessary skills to efficiently process and fulfill requests.
Module 5 Information and Technology: Learn how information and technology can support and enable service request management by providing tools and systems to efficiently track, manage and fulfill service requests.
Module 6 Partners and Suppliers: Learn about the role of partners and suppliers in Service Request Management and how to collaborate effectively to improve service delivery and fulfillment capabilities.
Module 7 ITIL Capability Model: Discover how the ITIL capability model supports the development of service request management capabilities and ensures alignment with industry best practices and organizational goals.
Module 8 Ensuring Success: Learn strategies for success with Service Request Management and understand how it is supported by the guiding principles of ITIL to achieve effective and efficient fulfillment of service requests.
You will also be able to test and consolidate your knowledge with a summary learning checklist at the end of each module.
At the end of the course, an overall summary is available and you can test your knowledge with quiz questions.
Heinze Education – a brand of Heinze Consulting GmbH, Industriestr.
29-31, 82194 Gröbenzell
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