ITIL 4 SRM study plan
ITIL 4 SRM · Give each week a clear focus.
8 weeks · About 7 hours per week
Service Request Management practice fundamentals and key concepts
Define service request and distinguish it from incident, problem, and change using ITIL 4 terminology
Classify ten sample requests by type and justify each classification in one sentence
Explain how the practice contributes to the service value chain and to value co-creation
Map the practice's key inputs, outputs, and interactions onto a blank service value chain diagram
Your checkpoint
A one-page glossary plus a 10-item request classification table with justifications
Service Request Management practice fundamentals and key concepts & Service Request Management value streams, processes, and people (roles and competencies)
Describe the end-to-end request lifecycle from submission to closure and confirm each stage's exit criteria
Identify typical request models and explain when a standardized model is preferable to a bespoke flow
Draft three request model outlines covering a standard, a low-risk, and a high-complexity request
List the information a request record must capture to support later measurement
Your checkpoint
Three written request model outlines with entry, exit, and escalation criteria for each
Service Request Management value streams, processes, and people (roles and competencies)
Trace a realistic request through a swimlane value stream map including decision points and handoffs
Assign accountable, responsible, and consulted roles to every step of the mapped value stream
Identify three failure modes in the mapped flow and propose a control for each
Compare centralized, federated, and self-service delivery models for request handling
Your checkpoint
A swimlane value stream map with role assignments and a failure-mode control table
Service Request Management value streams, processes, and people (roles and competencies) & Service Request Management in the context of the ITIL 4 framework (other practices and governance)
Specify competencies required for request handlers, approvers, and service owners
Describe how the practice integrates with incident, problem, change enablement, and service catalogue management
Explain how knowledge management and service desk practices feed request resolution
Outline the governance controls that constrain request approval and fulfillment
Your checkpoint
An integration matrix showing inputs, outputs, and handoff triggers between the practice and five other practices
Service Request Management in the context of the ITIL 4 framework (other practices and governance) & Service Request Management measurement, metrics, and continual improvement
Select metrics that reflect outcomes rather than activity and justify each selection
Define a balanced set of leading and lagging indicators for request handling
Design a simple dashboard layout that separates volume, timeliness, quality, and satisfaction
Explain how continual improvement models apply to recurring request failures
Your checkpoint
A metric definition sheet with formula, data source, target, and owner for eight indicators
Service Request Management measurement, metrics, and continual improvement
Analyze a synthetic three-month request dataset to find the top three bottlenecks
Propose two improvement hypotheses with expected effect and measurement approach
Write a business case paragraph for the highest-value improvement
Design a post-implementation review to confirm whether the improvement worked
Your checkpoint
A two-page improvement proposal with bottleneck analysis, hypotheses, and review plan
Service Request Management organizational change and capability development
Assess current organizational capability against a target capability profile for request handling
Identify stakeholders affected by a shift toward self-service and plan communication for each group
Draft a training plan covering tooling, process, and behavioral change
Anticipate three sources of resistance and design a mitigation for each
Your checkpoint
A stakeholder and change plan covering communication, training, and resistance mitigation
Service Request Management practice fundamentals and key concepts & Service Request Management value streams, processes, and people (roles and competencies) & Service Request Management in the context of the ITIL 4 framework (other practices and governance) & Service Request Management measurement, metrics, and continual improvement & Service Request Management organizational change and capability development
Consolidate notes into a single condensed revision sheet covering all five domains
Complete a timed 40-question self-test and review every incorrect answer
Re-explain the weakest three concepts aloud without notes
Finalize a personal action list for applying the practice in your own organization
Your checkpoint
A condensed revision sheet plus a scored self-test log with corrective notes
Milestones
Week 2: Can explain the request lifecycle and justify three request models without referring to notes
Week 4: Can map a request end to end, assign roles, and explain interactions with at least five other practices
Week 6: Can derive bottleneck findings from data and defend a chosen metric set as outcome-oriented
Week 8: Scores at least 80 percent on the timed self-test and can explain every missed item correctly