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ITIL® 4 Practitioner: Service Request Management (SRM)

Duration: 5 Hours – 6 Months Access
Self-paced eLearning
Exam Voucher Included
Fully Accredited

Course Overview

Key Features

  • Exam voucher included
  • Course duration: 5 hours
  • Access Period: 3 months
  • Tutor support
  • Quizzes and exam practice
  • Works on mobile devices
  • Provider: GEL
  • Accredited by: PeopleCert

Course Overview

The ITIL® 4 Practitioner: Service Request Management Practice course is specifically designed for IT professionals who aim to enhance the management of service requests within their organisations. This course focuses on optimising the handling of all user-initiated service requests in a way that aligns with agreed service quality levels, ensuring an effective and user-friendly experience. Here’s how this course empowers participants:

  • Establish Clear and Structured Working Methods: Participants will learn to define and implement structured patterns and methods for service request management, which streamline and standardise processes across the organisation.
  • Reduce Costs: By enhancing efficiency in request handling and fulfilment, the course helps reduce the operational costs associated with these activities, making the process more cost-effective.
  • Achieve Higher User Satisfaction: The course teaches methods to set and manage realistic fulfilment expectations, which are key to achieving higher levels of user satisfaction.
  • Fulfil Service Level Agreements (SLAs): Participants will gain the skills necessary to ensure that all service requests are managed and fulfilled in accordance with the stipulated SLAs with service consumers.
  • Improve Service Reputation: Effective management of service requests not only boosts the quality of service provided but also enhances the organisation’s reputation with service consumers due to improved service delivery and clear communication of user expectations.
  • Develop Practice Capability: The course uses the ITIL Maturity Model to guide participants on measuring, assessing, and developing the capability of the Service Request Management practice within their organisation. This aspect is crucial for continuous improvement and aligning the practice with organisational goals.

Prerequisites

ITIL® 4 Foundation is a prerequisite for this course.

Why take this course?

  • Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
  • The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector
  • The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
  • Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply)
  • This ITIL® 4 Service Request Management course is accredited by PeopleCert

Target Audience

  • Individuals eager to begin their ITIL training with a recognised, award-winning course provider.
  • Organisations planning to implement ITIL 4 best practices.
  • Individuals or groups interested in pursuing ITIL training through online platforms.
  • Team members and managers who need to grasp the ITIL framework.
  • Candidates aspiring to build careers in IT management.

What will you learn?

  • Fundamental Concepts of the Practice
  • Success Factors of the Practice
  • Processes within the Practice
  • Essential Roles and Competencies in the Practice
  • The Impact of Technology and Automation on the Practice
  • The Contribution of Partners and Suppliers to the Practice
  • The ITIL Capability Model

 

The ITIL® 4 Practitioner: Service Request Management course is provided by GEL, an ATO of PeopleCert.

ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.

Module 0: Welcome to ITIL 4 Service Request Management Practice
Module 1: Key concepts
Module 2: Processes and people
Module 3: Enabling the practice
Module 4: The practice exams
Module 5: ITIL 4 Service Request Management Practice wrap-up

Exam Information

This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Service Request Management examination successfully.

Included in the course is a complimentary exam voucher.

Before scheduling your exam, it’s crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.

ITIL 4 Practitioner: Service Request Management Exam

  • Format: Multiple-choice
  • Number of Questions: 20
  • Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language)
  • Exam Conditions: Closed book, only materials provided during the exam may be used.
  • Passing Mark: 65%

Digital Credentials:

After passing the exam, you’ll earn the ITIL® 4 Practitioner: Service Request Management Badge, which you can proudly display on your LinkedIn profile to showcase your achievement and expertise.

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We have leveraged our expertise to create our own courses, such as the Applied Business Architecture course endorsed by the IIBA. Our strong industry relationships ensure that our training remains unique, relevant, and valuable. Additionally, we provide expert guidance to help you identify the best training pathway for your career or organisational goals.

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Choose How You Want to Learn

Classroom

This course is also available as an instructor-led course.

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Self-Paced eLearning

Learn at your own pace with ease! To access the course portal, simply register and follow the steps to complete your payment via card or invoice. Once payment is confirmed, you’ll receive access within 24 to 48 hours.

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Trusted by Leading Organisations

KPMG
Capgemini
NSW Community & Justice
Commonwealth Bank
CityOfGoldcoast
HCF
Westpac
NSW Police
Charter Hall
Brisbane Airport
Hydro Tasmania
Albury City
AMP
Australian Retirement Trust
Tas Government
Data3
Fujitsu
NTT
SAP
Just Web Ops
CIOco
Accenture
ACT Government
Munro Footwear Group
QUT
Queensland Government Health
Standard Process
Suncorp
Swinburne
VLine
TAC
Parks VIC
DOH
ACQ
KPMG
Capgemini
NSW Community & Justice
Commonwealth Bank
CityOfGoldcoast
HCF
Westpac
NSW Police
Charter Hall
Brisbane Airport
Hydro Tasmania
Albury City
AMP
Australian Retirement Trust
Tas Government
Data3
Fujitsu
NTT
SAP
Just Web Ops
CIOco
Accenture
ACT Government
Munro Footwear Group
QUT
Queensland Government Health
Standard Process
Suncorp
Swinburne
VLine
TAC
Parks VIC
DOH
ACQ
KPMG
Capgemini
NSW Community & Justice
Commonwealth Bank
CityOfGoldcoast
HCF
Westpac
NSW Police
Charter Hall
Brisbane Airport
Hydro Tasmania
Albury City
AMP
Australian Retirement Trust
Tas Government
Data3
Fujitsu
NTT
SAP
Just Web Ops
CIOco
Accenture
ACT Government
Munro Footwear Group
QUT
Queensland Government Health
Standard Process
Suncorp
Swinburne
VLine
TAC
Parks VIC
DOH
ACQ
KPMG
Capgemini
NSW Community & Justice
Commonwealth Bank
CityOfGoldcoast
HCF
Westpac
NSW Police
Charter Hall
Brisbane Airport
Hydro Tasmania
Albury City
AMP
Australian Retirement Trust
Tas Government
Data3
Fujitsu
NTT
SAP
Just Web Ops
CIOco
Accenture
ACT Government
Munro Footwear Group
QUT
Queensland Government Health
Standard Process
Suncorp
Swinburne
VLine
TAC
Parks VIC
DOH
ACQ

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