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Certified IT Service Manager (CITSM) Certification Overview
Certified IT Service Manager (CITSM) Course Outline
Module 1: Introduction to IT Service Management
- Overview of IT Service Management
- Role and Importance of IT Service Management in Organisations
- Key Concepts and Terminology
Module 2: Leadership in IT Service Management
- Leadership and Management Skills for IT Service Managers
- Strategic Planning and Decision Making
- Effective Communication and Team Building
Module 3: Formulating and Executing IT Service Strategies
- Crafting and Executing IT Service Strategies
- Fundamentals of IT Service Design
- Harmonising IT Services with Corporate Goals
Module 4: Managing IT Service Implementation and Activities
- Foundations of IT Service Provision
- Achieving Operational Excellence in IT Services
- Administration of IT Service Operations
Module 5: Customer Relationship Management in IT Services
- Understanding Customer Needs and Expectations
- Building and Maintaining Strong Customer Relationships
- Customer Feedback and Continuous Improvement
Module 6: Risk Management in IT Services
- Identifying and Managing IT Risks
- Business Continuity and Disaster Recovery Planning
- Compliance and Regulatory Considerations
Module 7: Performance Measurement and Management
- Key Performance Indicators (KPIs) for IT Services
- Techniques for Monitoring and Measuring Service Performance
- Using Data for Service Improvement
Module 8: Change Management in IT Services
- Principles of Effective Change Management
- Managing Change in IT Environments
- Communication and Stakeholder Engagement in Change Processes
Module 9: Technology Trends Impacting IT Service Management
- Emerging Technologies and Trends
- Leveraging Technology for Service Improvement
- Preparing for Future IT Challenges
Module 10: Project Management for IT Service Managers
- Fundamentals of Project Management
- Project Management Techniques for IT Service Managers
- Balancing Operational and Project Responsibilities
Who should attend this Certified IT Service Manager (CITSM) Training?
This Certified IT Service Manager (CITSM) Course is designed to provide delegates with advanced skills and knowledge to manage Information Technology (IT) services effectively and efficiently within an organisation. This ITIL Certification Course can be beneficial for a wide range of professionals, including:
- IT Service Managers
- IT Service Delivery Managers
- IT Operations Managers
- IT Project Managers
- IT Service Desk Managers
- IT Governance Professionals
- IT Risk Managers
Prerequisites of this Certified IT Service Manager (CITSM) Course
There are no formal prerequisites for attending this Certified IT Service Manager (CITSM) Training. However, a basic understanding of Information Technology, Service Delivery, and their fundamental concepts would be beneficial for the delegates.
Certified IT Service Manager (CITSM) Course Overview
The Certified IT Service Manager (CITSM) Course is an advanced training designed to equip IT professionals with the knowledge and skills required to effectively manage and optimise IT service delivery in alignment with business objectives and industry best practices. As organisations increasingly rely on IT services to drive business success, the role of IT service managers becomes paramount in ensuring the delivery of high-quality and efficient IT services.
IT Service Managers, IT Directors, Service Delivery Managers, and anyone responsible for overseeing IT service operations should prioritise participating in the Certified IT Service Manager (CITSM) Course. This ITIL Certification course is particularly relevant for professionals seeking to enhance their understanding of IT service management principles, frameworks, and techniques to drive organisational success.
This 2-day ITIL Certification course covers a wide range of topics, including IT service strategy, service design, service transition, service operations, and continual service improvement. Participants will learn how to develop service strategies, design service portfolios, manage service transitions, and optimise service operations to meet business needs and customer expectations.
Course Objectives
- To understand the key concepts and principles of IT service management
- To learn how to align IT services with business objectives and customer needs
- To develop skills in designing, transitioning, and operating IT services effectively
- To explore service management frameworks, including ITIL, COBIT, and ISO 20000
- To understand the role of IT service managers in driving continual service improvement
- To empower IT professionals to lead and manage IT service delivery initiatives effectively
Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and certification necessary to excel in IT service management roles. They will be better prepared to align IT services with business objectives, improve service quality and efficiency, and drive organisational success through effective IT service delivery practices.
What’s included in this Certified IT Service Manager (CITSM) Training?
- Certified IT Service Manager (CITSM) Examination
- World-Class Training Sessions from Experienced Instructors
- Certified IT Service Manager (CITSM) Certificate
- Digital Delegate Pack
Certified IT Service Manager (CITSM) Exam Information
To acquire this certification, delegates will need to sit an examination. The exam is included with the course fee and will take place at the end of the second day. The exam format is detailed below:
- Questions Type: Multiple Choice
- Total Questions: 30
- Total Marks: 30 Marks
- Pass Mark: 63%, or 19/30 marks
- Duration: 60 Minutes
- Open Book/Closed Book: Open Book
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Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Certified IT Service Manager (CITSM) Certification. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
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Join a scheduled class with a live instructor and other delegates.
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Engage in activities, and communicate with your trainer and peers.
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We handpick from a global pool of expert trainers for our Online Instructor-led courses.
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With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
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With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Certified IT Service Manager (CITSM) Certification, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
What our customers are saying
Knowledgeable, friendly and passionate trainer who conveyed concepts in simple to understand terms.
Fabricio Bonilla
The answer for the question #44 of the Mock Test on the Excel should be 44A (same as what stated in the Questions & Answers document) instead of 44D.
Trinh Hong Mai
Great session, very knowledgable.
Philip Benson
Certified IT Service Manager (CITSM) Certification FAQs
IT Service Management Certification is the way to implement, deliver, and manage IT services to fulfil organisational needs that confirm an appropriate combination of processes, technologies, and people to provide value.
This Certified IT Service Manager Certification is aimed at IT professionals who already have some experience in IT service management. This includes roles such as IT Managers, Team Leaders, Supervisors, Consultants, and Technicians who are responsible for managing IT services or those looking to move into IT service management roles.
The Certified IT Service Manager Certification often focuses on the practical implementation and management of IT service management techniques based on a specific framework, like ITIL. It differs from other certifications by providing a deeper, more managerial focus on overseeing IT services rather than just understanding or applying the principles.
An IT Service Manager is responsible for providing client assessments, managing projects by developing timelines, maintaining relationships with security vendors and technology, and coordinating troubleshooting.
IT Service Managers should have knowledge management capabilities, an understanding of AI and analytics, communication and collaboration skills, customer experience skills, and business relationship management capabilities.
IT Service Management is beneficial for improving productivity, reducing spending, minimising risk, enhancing customer experience, improving visibility, streamlining communications, and increasing operational efficiency.
It's important to focus on understanding the core principles of IT service management, strategic implementation, and the managerial aspects that the certification emphasises to prepare effectively for the Certified IT Service Manager exam.
There are no formal prerequisites for attending this Certified IT Service Manager (CITSM) Training.
Achieving the Certified IT Service Manager Certification can significantly enhance career prospects in the IT industry. It equips professionals with the necessary skills to manage and improve IT services effectively, demonstrating their capability to take on senior roles such as IT Service Manager, IT Director, or IT Strategy Consultant.
The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking to attend Certified IT Service Manager Training.
The training fees for Certified IT Service Manager (CITSM) Certificationin Canada starts from CAD3095
The Knowledge Academy is the Leading global training provider for Certified IT Service Manager (CITSM) Certification.
Please see our ITIL® Certification Training courses available in Canada
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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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