ITIL® 4 Practitioner: Service Request Management

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ITIL® 4 Practitioner: Service Request Management
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Course overview


Wasn’t sure if I should do in-class or self paced. The ITIL® training from Good e-Learning was well organised and the quizzes were a great recap. I passed the exam!

About Practitioner: Service Request Management course

The ITIL® 4 Practitioner: Service Request Management Practice course 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.

The individuals can demonstrate their understanding and application of the concepts covered in the ITIL ®4 Service Request Management practice at both strategic and operational levels maximising value from this practice area.

ITIL ®4 Practitioner: Service Request Management enables professionals to efficiently

  • 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 Service Request Management practice capability in their organisation by using the ITIL® Maturity Model

Who is this course aimed at?

  • Anyone looking to start their ITIL® training with an award-winning course provider
  • Organisations intending to start adopting ITIL® 4 best practices
  • Individuals or groups looking to pursue ITIL® training online
  • Team members and managers who require an understanding of the framework
  • Candidates hoping to pursue careers in IT management

What will you learn by taking this course?

  • How the ITIL® best practice framework is used to boost the efficiency, effectiveness, and overall quality of IT-powered products and services
  • An overview of the tools, methodologies, purpose, and components of the framework
  • How the guiding principles can help organisations plan, create, implement, and continually improve market-leading IT services
  • The details of the ITIL® certification path, including the streams for Managing Professional (MP) and Strategic Leader (SL)
  • How to combine the framework with other leading frameworks, such as Lean, DevOps, and Agile
  • Everything needed to pass the official ITIL® foundation certification exam

Why should you take this course?

  • Good e-Learning is an award-winning online training provider and was independently certified as a ‘Market Leader’ for ITIL® online training by Course Conductor
  • The ITIL® 4 syllabus offers a comprehensive and modernized look at IT service management
  • ITIL® qualifications are highly valuable and desirable for employers in IT
  • This online course fully prepares candidates to sit and pass the ITIL® 4 Practitioner: Service Request Management exam on the first attempt
  • Getting certified can lead to impressive salary gains.
  • The course was created with input from leading experts, including the authors of several of the ITIL® 4 books
  • Good e-Learning students avoid ITIL® 4 Practitioner: Service Request Management exam costs thanks to FREE exam vouchers, as well as FREE resits with Exam Pledge
  • This ITIL® 4 online course is fully accredited by PeopleCert on behalf of AXELOS
  • Good e-Learning students avoid ITIL® exam costs thanks to FREE exam vouchers (T&Cs apply).
  • This ITIL® 4 online course is fully accredited by PeopleCert on behalf of AXELOS.
The ITIL® 4 Practitioner: Service Request Management online course on this page is provided by Good e-Learning, an Accredited Training Organisation of AXELOS Limited.
The ITIL® 4 Practitioner: Service Request Management is a registered trademark of AXELOS.
All rights reserved.


Module 0: Welcome to ITIL® 4 Service Request Management Practice

Duration: 55m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.

It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Service Request Management Practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.

Module 2: Processes and people

Duration: 1h

Module 2 begins with an explanation of the two service request management practice processes: Service request fulfillment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organisation’s value streams.

The module goes on to describe the organisations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organisational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the service request management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of service request management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.

Module 4:The practice exams

Duration: 1h 5m

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Service Request Management Practice wrap-up

Duration: 5m

Module 5 provides information on booking the exam and other courses of interest.


ITIL® 4 Practitioner: Service Request Management

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
  • There is a time limit of 30 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes

What is included?

  • Course guide
  • Diagram pack
  • Full transcript
  • Comprehension checks
  • Two practice exams


What is ITSM?

ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.

What is ITIL® 4?

‘ITIL ®4’ is the latest iteration of ITIL®, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organisations design, develop, and continually improve their IT services.

What does ITIL® stand for?

Previously, ITIL® stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.

What does the ITIL® certification path look like?

Students start with ‘ITIL® Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.

How much is ITIL® certification worth?

According to Payscale, certified ITIL® practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.

How does ITIL® work?

ITIL® provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.

How can ITIL® benefit businesses?

ITIL® 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organisations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL® future-proof for practitioner organisations.

What is ITIL® v4?

‘ITIL® v4’ is ITIL® 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’. However, ITIL® 4 does not follow the same format, as it will be updated on a regular basis.

What’s new with ITIL® 4?

There were three major changes with the release of ITIL® 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. The new framework also has an updated certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL® 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL®?

ITIL® 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

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