ITIL® 4 Practitioner: Service Request Management

About this course


The ITIL 4 Practitioner: Service Request Management Practice course is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Service Request Management practice at both strategic and operational levels maximizing value from this practice area.

ITIL 4 Practitioner: Service Request Management enables professionals to efficiently

  • Establish clear and structured patterns and methods of working
  • Reduce costs associated with request handling and fulfilment
  • Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction
  • Fulfil SLAs with service consumers
  • Improve standing or reputation with the service consumer due to higher service quality and clear user expectations
  • Measure, assess and develop the Service Request Management practice capability in their organization by using the ITIL Maturity Model
Who is this course aimed at?
  • Anyone looking to start their ITIL training with an award-winning course provider
  • Organizations intending to start adopting ITIL 4 best practices
  • Individuals or groups looking to pursue ITIL training online
  • Team members and managers who require an understanding of the framework
  • Candidates hoping to pursue careers in IT management
What will you learn by taking this course?
  • How the ITIL best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-powered products and services
  • An overview of the tools, methodologies, purpose, and components of the framework
  • How the guiding principles can help organizations plan, create, implement, and continually improve market-leading IT services
  • The details of the ITIL certification path, including the streams for Managing Professional (MP) and Strategic Leader (SL)
  • How to combine the framework with other leading frameworks, such as Lean, DevOps, and Agile
  • Everything needed to pass the official ITIL foundation certification exam
Why should you take this course?
  • Good e-Learning is an award-winning online training provider and was independently certified as a ‘Market Leader’ for ITIL online training by Course Conductor
  • The ITIL 4 syllabus offers a comprehensive and modernized look at IT service management
  • ITIL qualifications are highly valuable and desirable for employers in IT
  • This online course fully prepares candidates to sit and pass the ITIL® 4 Practitioner: Service Request Management exam on the first attempt
  • Getting certified can lead to impressive salary gains.
  • The course was created with input from leading experts, including the authors of several of the ITIL 4 books
  • Good e-Learning students avoid ITIL® 4 Practitioner: Service Request Management exam costs thanks to FREE exam vouchers, as well as FREE resits with Exam Pledge
  • This ITIL 4 online course is fully accredited by PeopleCert on behalf of AXELOS
  • Good e-Learning students avoid ITIL exam costs thanks to FREE exam vouchers (T&Cs apply).
  • This ITIL 4 online course is fully accredited by PeopleCert on behalf of AXELOS.
Course Outline

ITIL 4 Service Request Management Practice

Duration: 55m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.

It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications.

It also contains some of the most frequently asked questions about ITIL 4 Service Request Management Practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the service request management practice.

It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.

Module 2: Processes and people

Duration: 1h

Module 2 begins with an explanation of the two service request management practice processes: Service request fulfillment control and service request review and optimization.

It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams.

The module goes on to describe the organizations and people involved in the practice.

It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the service request management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of service request management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams

Duration: 1h 5m

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Service Request Management Practice wrap-up

Duration: 5m

Module 5 provides information on booking the exam and other courses of interest.


ITIL® 4 Practitioner: Service Request Management

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
  • There is a time limit of 30 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

What is included?

  • Course guide
  • Diagram pack
  • Full transcript
  • Comprehension checks
  • Two practice exams

What do you get?

  • Fully accredited
  • Exam voucher included
  • Free handbook included
  • Course duration: 5 hours
  • Access period: 6 months
  • Tutor support
  • Quizzes & 2 practice exams
  • Mobile compatible


What is ITSM?

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL 4?

‘ITIL 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.

What does ITIL stand for?

Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.

What does the ITIL certification path look like?

Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

How much is ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.

How can ITIL benefit businesses?

ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.
The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.

What is ITIL v4?

‘ITIL v4’ is ITIL 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’. However, ITIL 4 does not follow the same format, as it will be updated on a regular basis.

What’s new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. The new framework also has an updated certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

What you will learn

Introduction to Service Request Management:

  • Gain an understanding of the role and importance of service request management in IT service delivery. Learn how service request management processes contribute to meeting customer needs and expectations.

Service Request Catalog:

  • Learn how to design, develop, and maintain a service request catalog that contains predefined service offerings and request fulfillment processes. Understand how to categorize and prioritize service requests based on their complexity, urgency, and impact.

Service Request Handling:

  • Explore best practices for handling service requests from initiation to fulfillment. Learn how to capture service request details, validate requester information, assess request requirements, and assign resources for fulfillment.

Automation and Self-Service:

  • Understand the benefits of automating service request fulfillment processes and enabling self-service capabilities for end users. Learn how to implement automation tools, workflows, and self-service portals to streamline request handling and improve user experience.

Service Request Fulfillment Models:

  • Explore different service request fulfillment models, such as standard, pre-approved, and automated fulfillment. Understand when to use each model based on request complexity, risk, and cost considerations.

SLAs and OLAs:

  • Learn how to define service level agreements (SLAs) and operational level agreements (OLAs) for service request management processes. Understand how SLAs and OLAs define service levels, response times, and escalation procedures for service requests.

Service Request Metrics and KPIs:

  • Gain insights into key performance indicators (KPIs) and metrics used to measure the performance and effectiveness of service request management processes. Learn how to collect, analyze, and report on service request data to track performance and drive improvement.

Customer Satisfaction and Feedback:

  • Understand the importance of customer satisfaction in service request management. Learn how to capture customer feedback, conduct satisfaction surveys, and implement improvement initiatives to enhance the quality of service request fulfillment.

Continuous Improvement:

  • Explore continual improvement practices for service request management processes. Learn how to conduct post-implementation reviews, identify areas for improvement, and implement corrective actions to enhance service quality and efficiency over time.

Integration with ITIL® Practices:

  • Understand how service request management processes integrate with other ITIL® practices, such as incident management, problem management, and change management. Learn how to coordinate and align service request activities with broader IT service management initiatives.

Overall, the ITIL® 4 Practitioner: Service Request Management course equips participants with the knowledge, skills, and best practices needed to effectively manage service requests, optimize request fulfillment processes, and improve customer satisfaction. Participants will learn how to design, implement, and continuously improve service request management processes to meet the needs of customers and stakeholders effectively.

Benefits of this course

Improved Customer Satisfaction:

  • By learning advanced service request management techniques, organizations can enhance customer satisfaction by providing timely and efficient resolution of service requests. This leads to improved user experience and increased confidence in IT services.

Streamlined Service Delivery:

  • Participants gain insights into best practices for designing and implementing service request management processes. This leads to streamlined request handling, reduced resolution times, and improved operational efficiency.

Enhanced Service Quality:

  • The course teaches participants how to define and enforce service level agreements (SLAs) and operational level agreements (OLAs) for service request management processes. This ensures consistent service quality and adherence to performance targets.

Cost Reduction:

  • By automating and optimizing service request fulfillment processes, organizations can reduce operational costs associated with manual intervention and resource allocation. This results in cost savings and improved return on investment (ROI) for IT initiatives.

Improved Resource Utilization:

  • Participants learn how to allocate resources effectively to fulfill service requests based on priority, complexity, and available capacity. This leads to optimized resource utilization and better alignment with business priorities.

Enhanced Process Efficiency:

  • The course provides insights into automation and self-service capabilities for service request management. Participants learn how to leverage automation tools and self-service portals to streamline request handling and reduce manual effort.

Better Decision-making:

  • By collecting and analyzing service request data, organizations can gain valuable insights into request volumes, trends, and patterns. This enables informed decision-making and proactive management of service request backlogs and bottlenecks.

Alignment with ITIL® Best Practices:

  • The course aligns with ITIL® best practices for service request management, ensuring that participants gain a solid understanding of industry-standard frameworks and methodologies. This enables organizations to adopt consistent and standardized service request management practices.

Continuous Improvement Culture:

  • The course emphasizes the importance of continual improvement in service request management processes. Participants learn how to conduct post-implementation reviews, identify areas for improvement, and implement corrective actions to enhance service quality and efficiency over time.

Professional Development:

  • Completion of the ITIL® 4 Practitioner: Service Request Management course demonstrates participants’ expertise in managing service requests effectively. This certification enhances their professional credentials and career opportunities in IT service management roles.

Overall, the ITIL® 4 Practitioner: Service Request Management course equips individuals and organizations with the knowledge, skills, and best practices needed to optimize service request management processes, improve customer satisfaction, and drive operational excellence in IT service delivery.


Benefits Obtained :