ITIL® 4 Practitioner: Service Request Management - Examen inclus

- 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

• Key concepts of the Practice
• Practice Success factors
• Practice processes
• Key roles and competencies in the Practice
• The role of technology and automation in the Practice
• The role of Partners and Suppliers in the Practice
• The ITIL capability model

Module 0: Welcome to 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 37.5 minutes

What is included?

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

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
• (T&Cs apply)
• This ITIL 4 online course is fully accredited by PeopleCert