ITIL 4 Practitioner: Service Request Management — Lesson 2: Service Request Management Workflows, Roles, Information, Controls, and Coordination

Learning Objectives

• Explain the roles, information, criteria, dependencies, and decision points governing approval flows and roles and responsibilities.
• Implement or assess information flows, control points, and coordination using controlled evidence and acceptance criteria.
• Evaluate the condition where a basic control passes but control points fails because information flows data, criteria, or dependency assumptions differ and select a proportionate corrective response.

Detailed Topics

• approval flows applied to the course scenario, expected behavior, stakeholders, controls, risks, and evidence.
• roles and responsibilities applied to the course scenario, expected behavior, stakeholders, controls, risks, and evidence.
• information flows applied to the course scenario, expected behavior, stakeholders, controls, risks, and evidence.
• control points applied to the course scenario, expected behavior, stakeholders, controls, risks, and evidence.
• coordination applied to the course scenario, expected behavior, stakeholders, controls, risks, and evidence.

Instructor Demonstration

The instructor traces an IT service organization applying Service Request Management to a live service environment while balancing value, risk, user experience, operational stability, and evidence. The walkthrough connects frameworks, processes, tools, decisions, and evidence captured in the Service Request Management operating model, workflow map, validation record, and improvement backlog. It also tests the exception where a basic control passes but control points fails because information flows data, criteria, or dependency assumptions differ.

Hands-On Exercise

Complete a controlled PeopleCert-aligned exercise covering Service Request Management Workflows, Roles, Information, Controls, and Coordination and preserve the verified result in the Service Request Management operating model, workflow map, validation record, and improvement backlog.

1. Confirm scope, roles, criteria, prerequisites, information sources, dependencies, and acceptance conditions.
2. Execute the service, project, portfolio, risk, Lean, or operational workflow while recording decisions and evidence.
3. Test normal behavior, one boundary condition, and the stated exception using a controlled scenario.
4. Document findings, corrections, ownership, retest criteria, communication, and operational handover.

Scenario Analysis

• Identify which role, process, objective, control, information source, or decision most strongly influences approval flows.
• Compare two defensible responses and explain service, project, quality, risk, operational, and business trade-offs.
• Determine how the Service Request Management operating model, workflow map, validation record, and improvement backlog should be approved, retained, reviewed, retested, and updated.

Troubleshooting Guidance

Start where expected behavior first differs from the observed result. Check scope, criteria, ownership, data quality, process sequence, policy alignment, version compatibility, dependencies, status, and evidence separately. Treat “a basic control passes but control points fails because information flows data, criteria, or dependency assumptions differ” as a hypothesis until records, interviews, configurations, calculations, and retest outcomes confirm the cause.

Validation Checklist

• Required roles, processes, criteria, controls, information, approvals, and dependencies are present.
• The Service Request Management operating model, workflow map, validation record, and improvement backlog connects each conclusion to objective, reviewable evidence.
• Normal processing, a boundary condition, dependency behavior, and the stated exception were tested.
• Corrections, ownership, retest criteria, documentation, communication, and operational handover are complete.

Lesson Outcome

Learners can apply Service Request Management Workflows, Roles, Information, Controls, and Coordination, explain the resulting service, project, quality, risk, or operational behavior, and defend the outcome through the Service Request Management operating model, workflow map, validation record, and improvement backlog.