ITIL® 4 Practitioner: Service Request Management

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.

Docente: Italiano / Inglese
Duration: 7 h (1 days)
Esame: Italiano / Inglese
Exam: Paper / Online / Proctored

Course Description

Objectives

The ITIL 4 Practitioner: 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 maximizing value from this practice area.

ITIL 4 Practitioner: Service Request Management enables professionals 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 Service Request Management practice capability in their organisation by using the ITIL Maturity Model.

At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.

This course leads to the ITIL 4 Practitioner Service Request Management certification exam session, the passing of which provides an advanced-level professional qualification in IT Service Management and allows you to continue on to more advanced courses (ITIL Practitioner, ITIL Managing Professional, ITIL Strategic Leader).

Who it is addressed to

Candidates taking the ITIL 4 Service Request Management Practice qualification.

Contents of the ITIL 4 Practitioner Service Request Management course

The key concepts of the practice
The processes of the practice
The roles and competencies of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
The recommendations for the practice success

Trainer

BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in IT Service Management, they are professionals with many years of experience in ITIL best practice adoption projects in medium and large IT Directorates, able to transfer a software vendor-independent and totally business-oriented implementation approach.

This ITIL® course is offered by BITIL.COM ATO of AXELOS Limited.

Certification Examination

Examination Type: Online with Proctor

Official Certificate: ITIL 4 Practitioner Service Request Management | Axelos, Peoplecert

Exam Language: English

Exam Format:

Questions: 20 multiple choice questions, of which only one is correct, each correct answer is worth one point, there is no penalty for wrong answers
Duration: 30 minutes (+extra time NO Mother tongue)
Passing threshold: 13/20 = 65%.
Closed book

Retake (2nd shot): If you fail, the exam can be retaken a second time free of charge, only if option activated.

All those who have successfully completed their examination will receive an electronic certificate from PEOPLECERT. This electronic certificate has the characteristics of uniqueness, security and can be verified by those who wish to check its validity. It is also possible to request the certificate in paper format, as an option, adding the amount of 40 € to the cost of the course.

All those who pass the exam will receive a free one-month subscription to My ITIL. My ITIL is the online online resource that supports you in introducing the concepts learned during the course to be transferred within your organization, as well as developing your skills and knowledge in line with future innovations in IT service management.

Make sure you enter all the required information, indicated by an asterisk (*). HTML code is not allowed.

BITIL.COM è una organizzazione di professionisti ed esperti senior, dell' Information & Communication Technology (ICT) il cui interesse principale è la diffusione, la divulgazione della conoscenza [...]