course | ITIL® 4 Practitioner Service Request Management Training
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IT-1719 | ITIL® 4 Practitioner Service Request Management Training
Course Sector : Information Technology
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-04-28 | 2025-05-02 | Madrid | $4,950 | Book now |
| 5 Days | 2025-09-08 | 2025-09-12 | Abu Dhabi | $4,250 | Book now |
| 5 Days | 2025-12-29 | 2026-01-02 | Dubai | $4,250 | Book now |
Course Introduction
The ITIL® 4 Practitioner: Service Request Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage service requests within an IT service environment. Service request management is a critical process that ensures timely and efficient handling of customer requests for standard services, helping to enhance customer satisfaction.
IT Managers, Service Desk Managers, Service Request Coordinators, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Service Request Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of service request management principles, processes, and best practices to improve service delivery efficiency.
Course objective
- To understand the importance of service request management in IT service delivery
- To learn service request management principles, processes, and best practices
- To develop skills in intake, classification, prioritisation, fulfilment, and closure of service requests
- To establish effective service request management processes and workflows
- To explore automation and self-service options for handling routine service requests
- To empower IT professionals to improve service delivery efficiency and customer satisfaction through effective service request management practices
Course Outline | Day 01
Module 1: Key Concepts of the Practice
- Purpose of the Practice
- Practice Success Factors (Psf) Key Metrics of the Practice
- Key Terms/Concepts
- Service Request and Its Main Characteristics
- Service Request Model
- Request Catalogue
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- Integrate the Practice in the Organisation’s Value Streams
Course Outline | Day 02
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of the Practice
- How to Position the Practice in the Organisational Structure?
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- How to Apply the Recommendations on Automation?
Course Outline | Day 03
Module 5: Role of Partners and Suppliers in the Practice
- Dependencies of the Practice on Third Parties
- How Partners and Suppliers Can Support the Practice?
Course Outline | Day 04
Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice
- How do Capability Criteria Support the Practice Capability Development?
Course Outline | Day 05
Module 7: Recommendations for The Practice Success
- Recommendations for Service Request Management Success and How they are Supported by the ITIL Guiding Principles
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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