START LEARNING NOW!

ITIL® 4 Practitioner:  Service Request Management – Self-Paced eLearning (with Official Exam Voucher)

Learn how to manage and fulfil user requests effectively to deliver consistent service quality and improve customer satisfaction at your own pace.

Description

The ITIL® 4 Practitioner: Service Request Management module provides the knowledge and skills to support service quality by handling all predefined, user-initiated requests efficiently and effectively. 
Through 5+ hours of self-paced content, you’ll gain a deep understanding of the Service Request Management practice and its importance in delivering consistent service quality and building positive customer experiences.
This eLearning program provides the practical knowledge you need to design, manage, and improve service request fulfilment workflows, reduce handling costs, and maintain transparency with service consumers.

This module can be taken individually or as part of the ITIL® 4 Specialist: Monitor, Support and Fulfil (MSF) combined-practice bundle.

Topics Covered

The module covers the key aspects of the Service Request Management practice, including:

  • Key Concepts of Service Request Management Practice – Purpose, scope, and key definitions
  • Value Streams and Processes – The role of service requests in the ITIL® 4 Service Value Chain
  • Organizations and People – Roles, responsibilities, and collaboration models
  • Information and Technology – Tools and automation for efficient request fulfilment
  • Partners and Suppliers – Managing external parties involved in request handling
  • Service Request Management Capability Development – Assessing and improving practice maturity
  • Summary & Sample Exams – Review and exam preparation

Learning Objectives

By the end of this training, you’ll be able to:

  • Establish clear and structured methods for managing and fulfilling service requests. 
  • Reduce costs associated with request handling through standardization and automation.
  • Achieve realistic fulfilment targets and increase user satisfaction. 
  • Meet and exceed service level agreements (SLAs) with service consumers. 
  • Improve organizational reputation through consistent service delivery. 
  • Measure and enhance your Service Request Management capability using the ITIL® Maturity Model.
  • Prepare confidently for the ITIL® 4 Practitioner: Service Request Management certification exam.

Who Should Attend?

Ideal for :

  • Service desk and support professionals
  • IT operations and service delivery teams
  • Service managers and process owners
  • ITSM consultants and coordinators
  • Anyone involved in request handling or fulfilment.

Training Format

  • Mode: 100% Online, Self-Paced
  • Access duration: 6 months
  • Study time: 5-7 hours
  • Language: English

What's Included

  • 5+ hour of content
  • Official eBook (PeopleCert)
  • Learner Kit
  • ITIL® 4 Practitioner: Service Request Management Exam Voucher (online proctored exam)
  • Practice exams
  • Access to the learner community for discussions and Q&A
  • 6-month access to the eLearning platform
  • Earn 7 PDUs

Choose Your Training Format

Option 1 – Self-Paced eLearning

💻 Learn anytime, at your own pace
  • 5+ hours of content
  • eBook
  • Exam voucher
  • Learner Kit
  • Practice Exam Questions
  • 6 months access to eLearning 
  • Access to learner community

Option 2 – Live Training (Instructor-Led)

🎓 Interactive, coaching-focused experience
  • 1-Day Intensive Training 
  • eBook
  • Exam Voucher
  • Learner Kit
  • Practice Exam Questions
  • Group activities & discussions
  • Real-time coaching & feedback
  • You can reschedule or change your training cohort before your exam voucher is issued
  • Access to learner community

Option 3 – Corporate Training

🏢 Tailored programs for teams and organizations
  • Customized delivery format (eLearning, virtual or in-person)
  • Flexible scheduling to suit your team’s availability
  • Official eBook, Learner Kit, and Exam Voucher included
  • Practice Exam Questions
  • Interactive workshops with real-world case studies
  • Focus on aligning ITIL® practices with your business goals
  • Group discounts available
  • Access to learner community

Training Options

Content Structure

Exam Details

  • Exam body: PeopleCert
  • Duration: 30 minutes (non-native English speakers receive an additional 15 minutes)
  • Format: Multiple-choice, closed book
  • Number of Questions: 20
  • Passing Score: 13 correct answers (65%) or higher
  • Delivery Options: Online proctored exam (available anytime, anywhere through PeopleCert) / Paper-based exam option available upon request

Prerequisites

  • ITIL® 4 Foundation or ITIL® 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organization.

Why Learn with AGILEPM HUB?

say ITIL® trainings improved their job

quality training

average pass mark

exam success rate
  • Expert-led training – Learn from ITIL®-certified trainers with years of experience delivering accredited ITIL® programs.
  • Proven results – Learners achieve an average pass mark of 92% in the official ITIL® Foundation exam.
  • High success rate – 95% of learners say our ITIL® training improved their job performance.
  • Exceptional trainer quality – 94% quality rating for trainer knowledge and delivery.
  • Comprehensive materials – Official eBook, Learner Kit, and practice exams aligned with ITIL® 4 certification objectives.
  • Flexible learning options – Choose between live instructor-led sessions or self-paced eLearning.
  • AGILEPM HUB is Accredited Training Organization by PeopleCert.
  • Competitive pricing – High-quality, affordable certification training trusted by professionals worldwide.
  • AGILEPM HUB is accredited to deliver all ITIL® training programs. Reach out to us if you can't find them here. 
ITIL-ATO@ AGILEPM HUB
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

ITIL® Certification Pathway

ITIL 4 certification path scheme
Copyright © PeopleCert. Reproduced under license from PeopleCert. All rights reserved.

Want to learn more about the ITIL® certification path and explore advanced modules?

Don't hesitate

Start Your Learning Now!

Frequently asked questions

Do I need ITIL® 4 Foundation before taking this training?

Yes, ITIL® 4 Foundation is a mandatory prerequisite for all ITIL® Practitioner modules.

What is included in the training package?

Each enrollment includes:
  • 6 months access eLearning platform
  • Official ITIL® 4 Practitioner: Service Request Management eBook
  • Official Learner Kit
  • Exam voucher (online proctored or paper-based)
  • Practice exam questions and mock tests

How can I take the exam?

You’ll receive an official voucher to schedule an online proctored exam with PeopleCert at a time that suits you.

 Will I receive a certificate?

Yes! Upon passing the exam, you will receive an official ITIL® 4 Practitioner: Service Request Management certificate issued by PeopleCert.

Does the certification expire?

All PeopleCert Global Best Practice certifications will need to be renewed after 3 years.
You can choose to renew your certification by passing any ITIL®exam. The renew by date for all of your ITIL® certifications will be extended for three years. Or
You can collect and log CPD points with PeopleCert Plus Membership: An active PeopleCert Plus subscription is required. For ITIL® you will need to submit at least 20 CPD points each year for 3 years consecutively.

Can I upgrade to the live instructor-led version later?

Yes! You can upgrade to the Live Instructor-Led Certification Training anytime by paying the difference in course fees (before your exam voucher is issued).

Do you offer group or corporate training?

Yes, we offer customized training options for teams and organizations, with flexible delivery formats and group discounts.

What is your pass rate?

Our learners achieve an average exam score of 92%, with a 98% satisfaction rating for trainer knowledge and delivery. Learners who complete all mock exams consistently pass on their first attempt.

Is AGILEPM HUB an accredited provider?

Yes, AGILEPM HUB is PeopleCert Accredited Training Organization (ATO).

Any Questions? Feel Free to Reach out!

Created with