ITIL 4 Practitioner: Service Request Management

The ITIL 4 Practitioner: Service Request Management certification is designed for IT professionals who want to understand how to handle predefined, user-initiated service requests in an efficient, consistent, and user-friendly way.

This practice is especially relevant to service desk teams, IT support professionals, service delivery specialists, IT operations staff, and anyone involved in IT service management. It focuses on how organizations can improve request fulfilment by using clear request models, well-designed workflows, appropriate approvals, automation, self-service capabilities, and continual improvement.

What You Will Learn

• How Service Request Management supports IT service quality and user experience
• The difference between service requests and incidents
• How to design and use request models
• How service catalogs and self-service portals support request fulfilment
• How automation can improve speed, consistency, and efficiency
• How roles, responsibilities, suppliers, and supporting technologies contribute to the practice
• How Service Request Management works with other ITIL 4 practices
• How to measure and continually improve service request performance

Who Should Take This Certification?

This certification is suitable for candidates working in or preparing for roles such as:

• Service Desk Analyst
• IT Support Specialist
• IT Service Management Analyst
• Service Delivery Analyst
• IT Operations Specialist
• Service Owner
• ITSM Consultant
• ITSM Platform Administrator

ITIL 4 Practitioner: Service Request Management Exam

The current PeopleCert examination consists of 20 multiple-choice questions and has a duration of 30 minutes. Candidates must achieve at least 65%, or 13 correct answers out of 20, to pass. The exam is currently closed book.

Because exam specifications and certification policies may change, candidates should always verify the latest information on the official PeopleCert website before scheduling the examination.