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The ITIL® 4 Service Request Management Practitioner is a one-day course that develops practical expertise in the Service Request Management practice within the ITIL 4 framework. Service Request Management ensures that user requests for services, information, advice, or standard changes are handled efficiently, consistently, and with a positive user experience. This course covers how to design request catalogues, manage fulfilment workflows, set appropriate SLAs, and continuously improve the request management experience.
Designed for practitioners already holding ITIL® 4 Foundation, this course provides in-depth coverage of the practice’s concepts, activities, roles, and metrics – and prepares you for the single-practice practitioner examination.
By the end of this course, you will be able to:
– Define the key concepts, principles, value, and challenges of Service Request Management
– Describe the inputs, outputs, and activities of the Service Request Management practice
– Understand the roles and responsibilities involved in Service Request Management
– Apply Service Request Management processes and procedures in real-world scenarios
– Design and manage a service request catalogue that meets user and business needs
– Implement fulfilment workflows that are efficient, consistent, and measurable
– Prepare for the ITIL® 4 Service Request Management Practitioner examination
This course is ideal for:
– Service desk and IT support staff managing user service requests
– IT service managers responsible for request fulfilment processes
– ITIL® 4 Foundation holders seeking specialist practitioner certification
– IT professionals wanting a recognised qualification in Service Request Management
The following prerequisite is required:
– ITIL® 4 Foundation certification
This course prepares you for the ITIL® 4 Service Request Management Practitioner examination, administered by PeopleCert.
– Format: 20 multiple-choice questions
– Duration: 30 minutes (38 minutes for non-native language candidates)
– Pass mark: 65% (13 out of 20)
– Open book: No
– Exam delivery: Online proctored or paper-based at an authorised test centre
All course materials are included in the course fee. You will receive:
– ITIL® 4 Service Request Management Practitioner courseware
– Practice exam questions
– Revision support materials
After this single-practice Practitioner course, consider:
– Other ITIL® 4 Practitioner modules to broaden your certification portfolio
– ITIL® Version 5 Practitioner Group courses (MSF, PIC, CAI) for cross-practice combined certifications
– ITIL® 4 Specialist modules on the Managing Professional pathway (CDS, DSV, HVIT, DPI)
£695 +VAT per person
The Service Request Management Practitioner course is for IT support professionals who fulfil user requests for services and information. Whether you manage a request catalogue, process individual requests, or design fulfilment workflows, this certification demonstrates your structured approach to request management.
Have a look at when our next ITIL<sup>®</sup>4 Service Request Management Practitioner is running.
Get in touch to talk about arranging a private ITIL<sup>®</sup>4 Service Request Management Practitioner course for your organisation.
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We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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