ITIL® 4 Practitioner: Service Request Management

• Understand the key concepts of the practice
• Understand the processes of the practice
• Understand the roles and competencies of the practice
• Understand how information and technology support and enable the practice
• Understand the role of partners and suppliers in the practice
• Understand how the ITIL capability model can be used to develop the practice
• Understand how ITIL guiding principles help to develop the practice.

ITIL 4 Practitioner: Service Request Management allows 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.

• IT service management professionals
• IT support staff
• Service desk professionals
• Business analysts
• IT project managers
• IT architects
• Service delivery professionals
• IT consultants
• Service owners
• Process owners