PeopleCert ITIL® 4 Practitioner: Service Request Management Certification Course Including Official Exam
 
Learn to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
 
What will you learn?
Key concepts
Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information, and access within the IT infrastructure.
 
Practice success factors
Learn about practice success factors (PSF) and key practice metrics, essential for measuring the efficiency and effectiveness of Service Request Management in meeting user needs.
 
Practice processes
Explore Service Request Management processes, including key activities, and discover how to integrate them into your organisation's value stream to ensure timely and effective fulfilment of service requests.
 
Roles and competencies
Focus on key roles within Service Request Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for efficient request handling and fulfilment.
 
Information and technology
See how information and technology can support and enable Service Request Management, providing tools and systems for tracking, managing, and fulfilling service requests efficiently.
 
Partners and suppliers
Explore the role of partners and suppliers in Service Request Management, and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities.
 
The ITIL Capability model
Discover how the ITIL capability model supports the development of Service Request Management capabilities, ensuring alignment with industry best practices and organisational goals.
 
Practice success
Learn strategies for succeeding with Service Request Management, and understand how it is supported by the ITIL guiding principles to achieve effective and efficient service request fulfilment.
 
What skills will you acquire?
Service operation
Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
 
Customer service
Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.
 
AI and automation
Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.
 
Target Audience:
IT Specialist: Operations
IT Manager: Operations
IT Service Manager
 
Course Prerequisites:
The candidate must have passed the ITIL® 4 Foundation examination.
 
Test Certification
Upon passing the ITIL® 4 Practitioner: Service Request Management exam, you’ll receive the official certification.
 
Exam Overview
Material allowed: None. This is a ‘closed book’ exam. The ITIL 4: Service Request Management Practice publication should be used for study but is NOT permitted to be used in the exam.
Exam duration: 30 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 38 minutes in total.
Number of marks: 20 marks. There are 20 questions, each worth 1 mark. There is no negative marking.
Pass mark: 13 marks. You need to answer 13 questions correctly (65%) to pass the exam.
Level of thinking: Bloom’s levels 2 & 3.
“Bloom’s level” describes the type of thinking needed to answer the question.
For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL® 4 Practitioner: Service Request Management module.
For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL® 4 Practitioner: Service Request Management module.
Question types: Standard, Missing word, Negative, & List. The questions are all ‘multiple choice’.
For the ‘standard’ questions, you have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.
For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
The exam is available in:
Chinese
English
French
German
Italian
Japanese
Polish
Portuguese (Brazilian)
Spanish
 
Package Includes:
PeopleCert Official Training Materials (OTM)
ITIL® 4 Practitioner: Service Request Management eBook
Sample exam papers and rationales
Official PeopleCert ITIL® 4 Practitioner: Service Request Management Exam Voucher (valid for 12 months)