ITIL®4 Practitioner: Service Request Management with 2 attempts Exam Voucher for Axelos PeopleCert Certification – Self-Paced E-learning Training Videos – Axelos e-book included. Course code: ITIL4PM-E-2

This module provides understanding and application of the key concepts, principles, value and challenges of the ITIL®4 Practitioner: Service Request Management practice.

The ITIL®4 Practitioner: Service Request Management practice module 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.

This course will help you to:

• 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 Incident Management practice capability in your organisation by using the ITIL Maturity Model.

ITIL®4 Practitioner: Service Request Management is a systematic approach to managing and fulfilling customer or user requests for services. It involves capturing, prioritizing, tracking, and resolving service requests within a defined framework.

A ITIL®4 Practitioner: Service Request Management is an individual or role responsible for overseeing and coordinating the service request management process. They ensure that service requests are properly recorded, assigned, tracked, and resolved in a timely and efficient manner. They may collaborate with various teams and stakeholders to ensure effective service delivery and customer satisfaction.

Learning Objectives:

• Create well-defined and organized workflows and procedures.
• Minimize costs related to request processing and completion.
• Attain achievable fulfillment expectations and increase user satisfaction.
• Meet service level agreements (SLAs) with service consumers.
• Enhance reputation and build trust with service consumers through improved service quality and transparent user expectations.
• Evaluate and enhance the capability of the ITIL®4 Practitioner: Service Request Management practice in the organization using the ITIL Maturity Model.