Video Title
Length
1.0: Service Request Management Practice
3 min
1.1: Key Concepts of Service Request Management
2 min
1.2: What is a Service Request?
18 min
1.4: Key Concepts
13 min
1.5: Practice Success Factors
12 min
1.6: PSF Key Metrics
8 min
1.7: Recap: Key Learning Points
2 min
1.8: Time for a Quiz
4 min
2.0: Value Streams and Processes
1 min
2.1: Practices, Processes, and Value Streams
4 min
2.2: The Service Request Management Processes
1 min
2.3: The Service Request Fulfilment Control Process
16 min
2.4: The Service Request Review and Optimization Process
10 min
2.5: Service Request Fulfilment as a Service Value Stream
7 min
2.6: Service Request Management in Other Value Streams
6 min
2.7: Recap: Key Learning Points
2 min
2.8: Time for a Quiz
3 min
3.0: Roles and Organization Structure
7 min
3.1: Recap: Key Learning Points
3 min
3.2: Time for a Quiz
3 min
4.0: Information and Technology
1 min
4.1: Information and Automation
10 min
4.2: Recap: Key Learning Points
2 min
4.3: Time for a Quiz
5 min
5.0: Partners and Suppliers
1 min
5.1: Partners, Suppliers and SIAM
13 min
5.2: Recap: Key Learning Points
1 min
5.3: Time for a Quiz
3 min
6.0: Service Request Management Capability Development
1 min
6.1: The ITIL Maturity Model
7 min
6.2: Assessing the Service Request Management Practice
8 min
6.3: Developing the Service Request Management Practice
6 min
6.4: Recap: Key Learning Points
1 min
6.5: Time for a Quiz
4 min
7.0: What's Next
3 min
7.1: Continuing Your Journey
4 min
Total:
3 hrs 18 mins
Need Help Playing Your Videos or Quiz Modules? Click Here.
What should I do if my video will not play?
There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.
The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well. Our videos are hosted in the cloud by Akamai. Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you. By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.
- Proper Video Quality: Although the player will attempt to match the video quality with your bandwidth, you may find that setting your video quality manually will give you better performance.
- Popup Blockers: Please check to make sure that your pop-up blocker is turned off when you go to our website. This will prevent the video window from opening.
- Your Connection Speed: Internet speed needs to be 2.0 Mbps upload and download to successfully watch the videos. You will want to check and see if your connection speed is 2.0 Mbps or higher. You can do this by clicking on this link and running a speed test.
-
Jitter and Packet Loss: Your Jitter rate
lets us know if your connection speed is consistent while
your Packet Loss rate lets us know if your internet
connection could be losing pieces of the video.
- Go to https://www.dotcom-tools.com/ping-test.aspx to determine if there is any Jitter or Packet Loss on your connection.
-
This is measured by a letter scale with A being the best.
- If your Packet Loss is below a B, your connection is losing pieces of the video and causing the video to skip.
- If your Jitter is below a B, your connection speed is very inconsistent and may be changing while you are watching the video which will result in buffering issues.
- If either of these is the case you will need to contact your internet provider.
- Shared Internet Connection: If you are on a shared internet connection, test playing videos during non-peak hours when usage by others on your network is low.
- Reset Your Browser: If you've tried all the previous steps, your browser may be retaining data that needs to be deleted, and this requires a reset. If you are using Chrome, use the instructions in this link to reset your browser. If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset. If you are using Firefox, use the instructions in this link to reset your browser.
-
Other things to check:
-
At home or at work, test using different browsers
and computers to see if you get the same result.
- Make sure you have the latest version of the browser you are using.
- If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset.
- Try from a different location using a different network.
- If you are on a wireless connection try a wired solution.
-
If you are on a home network:
- Test playing the videos when you are the only user on the network.
- Try by-passing your router to eliminate it as the point of failure. A direct plug from your ISP to your computer will take care of this and will make sure that neither your router nor other users are affecting your connection.
- If you are running Firefox, you can check your plugins here: https://www.mozilla.org/en-US/plugincheck/
-
At home or at work, test using different browsers
and computers to see if you get the same result.
- Make sure you do not have any other programs open. File sharing and peer to peer sharing programs, even when limited to low bandwidth, can make it almost impossible to stream properly.
- Tracking Progress on Mobile Devices: The GogoTraining site is designed to use the native player found in your browser. If you are taking your course on a mobile device and want to make sure your progress is tracked, then you will need to play the videos from the native player that is in your browser. Do not download any third party apps to play the videos as they do not allow your progress to be recorded. If you have installed a third party app and want to receive a Letter of Course Attendance, then you will need to uninstall the 3rd party app or see if the app has the ability for you to disable it for certain sites.
- Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Meet Your Instructor
Get Your Course Materials
Course Materials
When you purchase this course you will receive access to these materials.
- Candidate Syllabus
- How to Use Your Sample Exams
- Sample Exam 1
- Sample Exam 2
- Student Guide
- Accessing Your PeopleCert eBooks
- PeopleCert Online Exam Instructions for PC and Mac
- PeopleCert Complaint Policy
- PeopleCert Membership CPD Guide
- How to Activate Your PeopleCert Plus Membership
Course Links
Course Links
These links are activated when you purchase this course.
- Course Survey
Course Transcript
Transcript
This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.
Letter of Course Attendance
Letter of Course Attendance
You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.
How to Take Your Exam
How to Take Your Exam
This Certification is provided by PeopleCert. This course qualifies students to for ITIL Recertification. When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years. You can recertify at anytime. Even if your ITIL Certifications have lapsed. All PeopleCert exams are provided online. This Certification is provided by PeopleCert. All PeopleCert exams are provided online. This Certification is provided by PeopleCert. All PeopleCert exams are provided online.
Exam Overview
- The Service Request Managment exam is a closed book exam
- It is 30 minutes in duration
- There are 20 multiple choice questions
- Passing score is 65% or 13 out of 20 correct answers
- This exam is available to be taken in English
Receiving Your Official PeopleCert Certification Exam
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How to Prepare to Pass Your Exam
Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam. In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Service Request Management Publication (Digital Copy) and PeopleCert Course Support Materials. Upon completing the course you will receive a Letter of Attendance from GogoTraining. In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.
How to Take an Online Proctored PeopleCert Exam
In order to take your exam you will need the following System Requirements:
- Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
- Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
- Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
- Active Full-Time/Broadband internet connection of at least 4Mbps
- 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
- Keyboard and mouse or another pointing device (keyboard to be set to English characters)
- A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
- Speakers and microphone (Headsets are only allowed during exam onboarding)
For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
Exam Extension
PeopleCert allows students to extend their exam 6 months for a fee. Exam extensions must be purchased prior to the expiration date of your exam. If you need an extension, Click Here, and let us know. PeopleCert does not allow students to extend Take2 exam retakes.
PeopleCert Recertification Process
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. You only need 1 new ITIL course/certification to renew all your ITIL certifications. The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
Ask the Instructor a Question
QA Forum
Interested in an Instructor Support Package? Click here to receive information on how to join the Instructor Access Forum.
When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.
Course Description
Know what your customers need and how to get it to them when they need it!
When a user requests a service, there should never be any doubt about what they will get, and how to use it. ITIL 4 Service Request Management shows how to respond quickly to user requests for IT services from a catalog of available services. Request fulfilment sets clear expectations about how services can be accessed and delivered, and even shows how to automate the way the service is provided when requested.
This makes sure that users get the services they need, and are authorized to use, without going through cumbersome and bureaucratic process to access the tools they need to achieve their objectives.
The ITIL Service Request Management practice defines the procedure for getting, recording and responding to service requests. Implementing the Service Request management practice enables organizations to:
- Acknowledge, process and allocate requests to the appropriate team member as soon as possible.
- Follow up on service requests to ensure that workers are satisfied with the assistance they receive.
- Standardize requests by creating a service catalog that specifies services provided.
- Monitor service requests from submission to ITIL service request fulfillment so everyone knows where the request is at and the time it takes to handle the request.
- Secure the teams bandwidth to ensure that all requests are handled properly and in a timely fashion.
- The module provides an understanding and application of key concepts, principles, value and challenges of the Service Request Management practice.
This 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. If you currently work with or manage how service requests are fulfilled in your organization or want to gain the skills and knowledge required to be hired to perform Service Request Management work, then this course is for you.
In This Course You Will Learn:
The ITIL 4 Practitioner: Service Request Management practice module is for IT professionals who want to validate their skills and receive their Service Request Management Certification. By completing this course and gaining your ITIL 4 Practitioner: Service Request Management Certification you will be able to:
- 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 Incident Management practice capability in your organisation by using the ITIL Maturity Model.
Prerequisites
In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.
Outline
1.0: Service Request Management Practice
- 1.1: Key Concepts of Service Request Management
- 1:2: What is a Service Request
- 1.3: Benefits of the Service Request Management Practice
- 1.4: Key Concepts
- 1.5: Practice Success Factors
- 1.6: PSF Key Metrics
- 1.7: Recap: Key Learning Points
- 1.8: Time for a Quiz
2.0: Value Streams and Processes
- 2.1: Practices, Processes, and Value Streams
- 2.2: The Service Request Management Processes
- 2.3: The Service Request Fulfilment Control Process
- 2.4: The Service Request Review and Optimization Process
- 2.5: Service Request Fulfilment as a Service Value Stream
- 2.6: Service Request Management in Other Value Streams
- 2.7: Recap: Key Learning Points
- 2.8: Time for a Quiz
3.0: Organizations and People
- 3.1: Roles and Organization Structure
- 3.2: Recap: Key Learning Points
- 3.3: Time for a Quiz
4.0: Information and Technology
- 4.1: Information and Automation
- 4.2: Recap: Key Learning Points
- 4.3: Time for a Quiz
5.0: Partners and Suppliers
- 5.1: Partners, Suppliers and SIAM
- 5.2: Recap: Key Learning Points
- 5.3: Time for a Quiz
6.0: Service Request Management Capability Development
- 6.1: The ITIL Maturity Model
- 6.2: Assessing the Service Request Management Practice
- 6.3: Developing the Service Request Management Practice
- 6.4: Recap: Key Learning Points
- 6.5: Time for a Quiz
7.0: What's Next
- 7.1: Preparing for the Exam
- 7.2: Continuing Your Journey
Certification
This Certification is provided by PeopleCert. This course qualifies students to for ITIL Recertification. When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years. You can recertify at anytime. Even if your ITIL Certifications have lapsed. All PeopleCert exams are provided online. This Certification is provided by PeopleCert. All PeopleCert exams are provided online. This Certification is provided by PeopleCert. All PeopleCert exams are provided online.
Exam Overview
- The Service Request Managment exam is a closed book exam
- It is 30 minutes in duration
- There are 20 multiple choice questions
- Passing score is 65% or 13 out of 20 correct answers
- This exam is available to be taken in English
Receiving Your Official PeopleCert Certification Exam
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How to Prepare to Pass Your Exam
Alll GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam. In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Service Request Management Publication (Digital Copy) and PeopleCert Course Support Materials. Upon completing the course you will receive a Letter of Attendance from GogoTraining. In order to receive the designation of ITIL Foundation Certified you will need to take and pass the PeopleCert ITIL 4 Foundation Exam.
How to Take an Online Proctored PeopleCert Exam
In order to take your exam you will need the following System Requirements:
- Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
- Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
- Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
- Active Full-Time/Broadband internet connection of at least 4Mbps
- 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
- Keyboard and mouse or another pointing device (keyboard to be set to English characters)
- A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
- Speakers and microphone (Headsets are only allowed during exam onboarding)
For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
Exam Extension
PeopleCert allows students to extend their exam 6 months for a fee. Exam extensions must be purchased prior to the expiration date of your exam. If you need an extension, Click Here, and let us know. PeopleCert does not allow students to extend Take2 exam retakes.
PeopleCert Recertification Process
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. You only need 1 new ITIL course/certification to renew all your ITIL certifications. The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
How can we help? Customer Service is standing by to get you pricing and answer your questions.