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.
Practice success factors
Learn about practice success factors (PSF) and key practice metrics, essential for measuring the efficiency and effectiveness of Service Request Management in meeting user needs.
Practice processes
Explore Service Request Management processes, including key activities, and discover how to integrate them into your organisation's value stream to ensure timely and effective fulfilment of service requests.
Roles and competencies
Focus on key roles within Service Request Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for efficient request handling and fulfilment.
Information and technology
See how information and technology can support and enable Service Request Management, providing tools and systems for tracking, managing, and fulfilling service requests efficiently.
Partners and suppliers
Explore the role of partners and suppliers in Service Request Management, and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities.
The ITIL Capability model
Discover how the ITIL capability model supports the development of Service Request Management capabilities, ensuring alignment with industry best practices and organisational goals.
Practice success
Learn strategies for succeeding with Service Request Management, and understand how it is supported by the ITIL guiding principles to achieve effective and efficient service request fulfilment.
What skills will you acquire?
Service operation
Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
Customer service
Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.
AI and automation
Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.
Popular among professionals who have advanced to roles such as:
IT Specialist: Operations
IT Manager: Operations
IT Service Manager
Trusted by companies worldwide
ITIL 4 is the world's most used IT Service Management framework, adopted by industry-leading brands around the world. Embrace its principles to unlock new career opportunities.
eLearning
Discover our ITIL 4 Practitioner: Service Request Management
Interactive
Self-paced
Device-friendly
2-3 hours content
Mobile-optimised
Practical exercises
Summary
Bite-sized learning modules
Make the best of our eLearning option through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
Interactive & engaging content
Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
Self-directed learning
Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.
Learn at your own speed
Take advantage of closed captioning and adjustable player settings to pace yourself and enjoy an effective learning experience.
Progress tracking
Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.
Structured learning objectives
Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.
Embedded ITIL 4 glossary
Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.
Canvas integration
Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience.
Learning Resource Kit
Expertly crafted content
Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.
01
Up-to-date and reliable
Rest assured, all your study materials are always current and in sync with the official exams.
02
Accessible learning
The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.
03
Diverse learning resources
Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences, including workbooks for in-depth study and Quick Reference Guide.
04
Exam
20 questions
Multiple choice
30 minutes
Closed book
Pass Mark: 65%
The exam is available in:
Chinese
English
French
German
Italian
Japanese
Polish
Portuguese (Brazilian)
Spanish
Exam Essentials
Official eBook
This guide is a valuable exam preparation resource, which will be your go-to reference for your work, further studies or professional development.
Interactive eLearning
Immerse yourself into our exciting interactive experience and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.
Exam Retake
Take your exams stress-free, knowing that you'll get a second chance at the exam if you don't get a satisfactory result on your first try.
Learning Resource Kit
Learn with the Official ITIL 4 Practitioner: Service Request Management Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.
Official Mock Exam
Closely aligned with the official certification exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.
Keep your certification current
Stay Up to Date with PeopleCert Membership
Becoming a PeopleCert Plus member is the simplest way to keep your certification(s) current. Remain certified by logging Continuous Professional Development points for everyday professional activities, stay up to date on industry trends, sharpen your skills, and set yourself apart on the job market.
Get the most out of your certification
Information technology is an incredibly dynamic field, creating new opportunities and challenges every day. Participating in our Continuing Education program will enable you to stay current with new and evolving technologies and remain a sought-after IT expert.
Renewal every 3 years
60
CPD points needed for renewal
Upgrade to PeopleCert Plus today to upskill, excel, and progress in your career.
Learn more about the PeopleCert Continuing Education program.
Die Umplanung einer Prüfung bis 48 h vor Beginn ist kostenlos. Eine spätere Umplanung ist mit zusätzlichen Kosten verbunden.
Für die Umplanung zwischen 48 h und 4 h vor der Prüfung wird eine Gebühr von USD52/EUR47/GBP42/AUD67/JPY5928 (je nach Land/Währung ggf. zzgl. Steuern) erhoben.
Danach fällt eine Gebühr von USD 104/EUR 94/GBP 83/AUD 135/JPY 11856 an.
