Service Request Management handles the steady, predictable stream of things users ask for that are not broken — a new laptop, system access, a password reset. This course draws the critical ITIL 4 distinction between a request and an incident, then covers how to design request models and a self-service catalog that reduces friction for both users and fulfillment teams.
What You’ll Learn
- The ITIL 4 definition of a service request and why conflating requests with incidents damages both practices
- How to build request models for repeatable, efficient fulfillment
- How to design a self-service request catalog that solves both findability and clarity
- Approval workflows, SLAs, and automation opportunities for high-volume requests
- How to measure and continuously improve request fulfillment performance
Who This Course Is For
Service desk managers, IT operations staff who design self-service portals, and ITIL 4 candidates covering the Service Request Management practice.
Curriculum
- 1 Section
- 2 Lessons
- 10 Weeks
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- Service Request Management Practice3
Instructor
$10.00
