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+71k students
Package:
All-Inclusive Certification Bundle
Video Modules, Study Guides and Mock exams + Voucher for the official exam
Package:
All-Inclusive Certification Bundle
Video Modules, Study Guides and Mock exams + Voucher for the official exam
Corporate Training Clients
About the course
The ITIL 4 Practitioner: Service Request Management training was developed for IT professionals who wish to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
This training will help you to:
Who Should Attend
This course was developed for professionals who wish to demonstrate their understanding and application of the concepts covered in the ITIL 4 Service Request Management practice at strategic and operational levels, maximizing the value of this practice area.
The target audience for this qualification is:
Certification & Exam
This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (retest) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Access our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/
Exam format:
Prerequisites for the Axelos/PeopleCert exam:
The candidate must complete an official course with an accredited company (ATO – Accredited Training Organization) led by an accredited trainer.
About Instructor
15 years of excellence in training with over 71,000 successful students.
Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and more than 50 certifications in IT Management, Security, and Governance. As the leader of
the largest ITSM and DPSM community (+220k subscribers on YouTube), he combines his MBA from FGV—one of the world’s top-tier business schools—with a specialization in Neuroscience
to mentor a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.
Contents
Lesson 1.1 – Presentation
Lesson 1.2 – Introduction to Service Request Management
Lesson 1.3 – Scope of Service Request Management
Lesson 1.4 – Activity
Lesson 1.5 – CSFs and Metrics
Lesson 1.6 – Quiz
Lesson 2.1 – Practice Processes
Lesson 2.2 – Practice Value Stream
Lesson 2.3 – Analyzing a Value Stream
Lesson 2.4 – Quiz
Lesson 3.1 – Competency Model
Lesson 3.2 – Activity
Lesson 3.3 – Organizational Structure
Lesson 3.4 – Quiz
Lesson 4.1 – Information and Technology
Lesson 4.2 – Activity
Lesson 4.3 – Recommendations
Lesson 4.4 – Quiz
Lesson 5.1 – Partners and Suppliers
Lesson 5.2 – Quiz
Lesson 6.1 – Capabilities
Lesson 6.2 – Guiding Principles
Lesson 6.3 – Quiz
Lesson 6.4 – About the Exam
Support & Contact
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Common questions
For over 15 years, PMG Academy has maintained one of the fastest response SLAs in the market. Whether you are a prospective or enrolled student, our average response time is just 15 minutes!
* Business Hours: Monday to Friday, 13:00 to 22:00 (London Time / GMT+0)
Reviews
As an Incident Manager working with the LATAM and NAM markets, this course provided a unique perspective on how I can apply ITIL practices within our BG. It was a very interesting journey that sparked new correlations and productive ideas.
I found the content covered very interesting, as well as Adriano's explanation. I can apply some of the practices in my daily work.
Top-notch course!!! Speechless.
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