ITIL® 4 Practitioner: Service Request Management
HKD 4,800.00
ITIL® 4 Practitioner: Service Request Management Certification Prep Workshop
Duration: 1 day (7 hours)
Training, Certification exam voucher (1st attempt), eBook and Official Training Materials Learner Kit included.
Language: English / Putonghua / Cantonese
Remote live instructor-led interactive certification training
Additional Information
| Job family | DevOps SRE |
|---|---|
| Roles | Developer/Tester, Service Mgr/Sys Admin |
| Competence Level | Intermediate |
| Workshop Category | Agile Service Management |
Workshop Description
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. This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice.
The individual practices are offered through one-day training or bundled and combined in 3-day training with practical assignments built into the workshop, to help you apply what you’ve learned in real-life work scenarios. The combined practice workshop is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams.
The ITIL® 4 Practitioner: Service Request Management practice is part of the ITIL® 4 Specialist: Monitor, Support and Fulfil combined practice module.
ITIL® 4 Specialist: Monitor, Support and Fulfil modules:
Topics Covered
- Key Concepts of Service Request Management Practice
- Value Streams and Processes
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Service Request Management Capability Development
- Summary
- Sample Exams
Learning Objectives
- 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 your organization by using the ITIL® Maturity Model.
Prerequisites
- ITIL® 4 Foundation or ITIL® 4 Managing Professional Transition Certificate
- Training through an Accredited Training Organization
Examination Details
- Duration: 30 minutes (non-native English speakers will receive 15 additional minutes).
- 20 questions per paper. Each question is worth one mark.
- 13 marks (65%) or more required to pass (out of 20)
- Exam Format: Multiple Choice
- Exam Location: Anytime and anyplace with PeopleCert Online Proctoring / paper based exam
- Closed book exam.
Professional Development Units (PDUs)
Professional Development Units (PDUs)
- Attendees may be eligible to apply for 7 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP®, PgMP®, and PMI-ACP® certifications.
What is included?
- Certification Exam voucher/paper based exam (1st attempt)
- Digital Core Guidance (ebook)
- The eBook acts as a valuable source for candidates in their day-to-day work, long after their exam has finished. It becomes available in the candidate’s PeopleCert account upon exam purchase and includes several features like annotation, highlighting, etc.
- Official Training Materials Learner Kit
From 23 May 2023, your exam voucher will also include the Learner Kit from PeopleCert’s Official Training Materials. This kit is intended to support the training you are undertaking to prepare for the exam. The kit comprises a Learner Workbook and a Quick Reference Guide that have been designed to reinforce your learning and are intended to be valuable revision aids.
PeopleCert Certification Renewals
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. There are three pathways to renew the certificate:
1) Retake the same exam: You can choose to renew your certification by re-taking and passing your original exam. The renew by date for your certification will then be extended for three years. Or
2) Attend another PeopleCert (ITIL® or PRINCE2®) certification workshop from the same product suite and get certified: You can choose to renew your certification by attending another workshops and passing an exam within the same Product Suite. The renew by date for all of your certifications within that Product Suite will be extended for three years. Or
3) Collect and log CPD points with PeopleCert Plus Membership: An active PeopleCert Plus subscription is required. For each Product Suite, you will need to submit at least 20 CPD points each year, across different CPD categories, for 3 years consecutively. At the end of this period, the certification renew by date will then be extended by 3 years, and the cycle will repeat. For more information regarding PeopleCert Plus Membership, please visit: https://agilizing.com/workshop/peoplecert-plus-membership/
About ITIL® 4
Key Facts
ITIL® 4 Certification Scheme
ITIL® 4 Foundation is the pre-requisite for all the Practice Manager, Managing Professional, Strategic Leader certifications. It is the first step for certifying cross-functional multidisciplinary teams and professionals. Professionals must be certified in ITIL® 4 Foundation before they can progress through the rest of the certification scheme.
ITIL® is the most widely used guidance in agile service management. It ensures continuity with existing ways of working by integrating modern and emerging practices with established and proven know-how. ITIL® 4 best practice modules helps to optimize digital technologies to co-create value with consumers, drive business strategy, and embrace digital transformation.
*To be awarded the Practice manager designation, a candidate must achieve ITIL® MP CDS certificate and Any five practice-based certifications, either individually or as ONE of the three pre-bundled courses. These may include the ITAM and BRM extension modules or any practices from the Practice manager track.
**ITIL® 4 Master will be awarded to candidates who achieve the Practice Manager (PM), Managing Professional (MP), and Strategic Leader (SL) designations.
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PeopleCert Plus Annual Membership
Renew your PeopleCert certificates (PRINCE2®, PRINCE2 Agile®, ITIL® etc.) and get access to digital badges
PeopleCert Plus Annual Membership plan offers you full access to exclusive content designed to help you excel in your profession, further develop your skills, and enhance your decision-making process! Plus Members also have access to exclusive webinars and masterclasses, and to the CPD platform to keep your PeopleCert (PRINCE2®, PRINCE2 Agile®, ITIL® and others) certificates current and share your achievements, profile and digital badges. Take2 and Mock Exam* now included in our PeopleCert Plus plan!
Every annual PeopleCert Plus Membership will now include the Mock Exam* + Take2, the option to re-sit each exam your learners take.
- Sit your exam stress-free with Take2
- Get prepared for success with a Mock Exam*
- Keep your PeopleCert certifications current, log CPD points to renew all PeopleCert certifications (PRINCE2®, PRINCE2 Agile®, ITIL® and others)
- Stand Out with Digital Badges
- Access Professional Resources, more than 200 official templates for PRINCE2® and ITIL®
- Work with Practice Guides, enjoy exclusive access to 34 updated ITIL® 4 Practice Guides
- Learn with Case Studies and Reports
- Join Weekly Webinars
- Enjoy Exclusive Offers.
*Mock exams available to Annual PeopleCert Plus members and subject to availability by PeopleCert. Please check with PeopleCert or with us if your certification exam includes mock exam before purchasing PeopleCert Plus Membership.
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