ITIL 4 Practitioner: Service Request Management

The module's key concepts describe Service Request Management as handling user requests for services, information, and access within the IT infrastructure ^[1]. Restoring a failed service and eliminating root causes relate to other practices, not service requests. The exam tests ITIL 4 (e.g., ITIL 4 Foundation/Practices); as of the ITIL Version 5 release, PeopleCert now offers ITIL Foundation (Version 5) with updated concepts, digital product/service management, and value-driven outcomes succeeding ITIL 4.

The module states learners explore the role of partners and suppliers and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities ^[2]. SLA/performance and AI adoption belong to other ITIL offerings ^[1]. The exam tests ITIL 4 (e.g., ITIL 4 Foundation/Practices); as of the ITIL Version 5 release, PeopleCert now offers ITIL Foundation (Version 5) with updated concepts, digital product/service management, and value-driven outcomes succeeding ITIL 4.