ITIL® 4 Practitioner: Service Request Management
About Course
ITIL® 4 Practitioner: Service Request Management focuses on efficiently handling requests from users or customers. It involves processes for receiving, categorizing, prioritizing, and fulfilling service requests promptly, ensuring a streamlined and customer-centric approach to managing various service needs. This course equips practitioners with the skills to design and implement effective Service Request Management processes that enhance user satisfaction and optimize resource utilization within an organization.
Course Outline
General information
- Purpose and description
- Terms and concepts
- Scope
- Practice success factors
- Key metrics
Value streams and processes
- Processes
- Value stream contribution
Organizations and people
- Roles, competencies, and responsibilities
- Organizational structures and teams
Information and technology
- Information exchange
- Automation and tooling
Partners and suppliers
- Performing service request management activities
- Provision of software tools
- Consulting and advisory
Capability assessment and development
- The practice capability levels
- Capability self-assessment
- Service Request Management capability development