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ITSM Practices
Service Request Management
4 Sections
8 Lessons
4 Quizzes
10 Weeks
Curriculum
4 Sections
8 Lessons
10 Weeks
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Request Fundamentals and the Self-Service Catalog
3 Items
1.1
Service Request Management Fundamentals
1.2
Designing a Self-Service Request Catalog
1.3
Request Fundamentals and the Self-Service Catalog Knowledge Check
14 Questions
Request Models and Fulfillment Workflows
3 Items
2.1
Classifying Requests: Boundaries with Incidents and Changes
2.2
Designing Fulfillment Workflows: Approvals, Tasks, Handoffs and Data Capture
2.3
Request Models and Fulfillment Workflows Knowledge Check
14 Questions
Automation, Self-Service and SLAs
3 Items
3.1
Channels, Portal Adoption and Automating Fulfillment
3.2
Service Levels, User Communication and Third-Party Fulfillment
3.3
Automation, Self-Service and SLAs Knowledge Check
14 Questions
Measuring and Improving Request Fulfillment
3 Items
4.1
Measuring Request Fulfillment: Time, Backlog, Satisfaction and Cost
4.2
Continual Improvement and Integration with the Catalog, CMDB and Asset Management
4.3
Measuring and Improving Request Fulfillment Knowledge Check
14 Questions
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