Certified IT Service Manager (CITSM) Certification

Certified IT Service Manager (CITSM) Certification Outline

Module 1: Introduction to IT Service Management 

• What is IT Service Management? 

• Why IT Service Management is Important? 

• ITIL Overview 

• ITSM Frameworks and Standards
   

Module 2: Service Strategy 

• Service Strategy Principles and Concepts 

• Service Portfolio Management 

• Financial Management for IT Services 

• Business Relationship Management 
   

Module 3: Service Design 

• Service Design Principles and Concepts 

• Service Level Management 

• Service Catalog Management 

• Capacity Management 

• Availability Management 

• IT Service Continuity Management 

• Information Security Management 
   

Module 4: Service Transition 

• Service Transition Principles and Concepts 

• Change Management 

• Service Asset and Configuration Management 

• Release and Deployment Management 

• Knowledge Management 
   

Module 5: Service Operation 

• Service Operation Principles and Concepts 

• Incident Management 

• Problem Management 

• Request Fulfilment 

• Event Management 

• Access Management 
   

Module 6: Continual Service Improvement 

• Continual Service Improvement Principles and Concepts 

• CSI Approach and Methods 

• Deming's Plan-Do-Check-Act Cycle 

• Service Measurement and Reporting 

• IT Governance 
   

Module 7: ITSM implementation and Challenges 

• ITSM Implementation 

• Challenges in Implementing ITSM 

• ITSM Best Practices and Success Factors 

• ITSM Tools and Technology 

What You’ll Learn in this Course

This course takes you from understanding IT service management fundamentals to applying advanced strategies for designing, delivering, and improving IT services. Each stage enhances your ability to manage service quality and ensure business alignment. 
 

• Learn how to design and implement effective IT service management frameworks 

• Learn to align IT services with business objectives and customer expectations 

• Learn how to monitor, measure, and improve service performance and delivery 

• Learn to manage incidents, problems, and service requests efficiently 

• Learn how to drive continual improvement and optimise IT operations 

• Learn to lead teams in delivering consistent and high-quality IT services 

Certified IT Service Manager Exam Information 

To acquire the Certified IT Service Manager certification, candidates must complete an examination that evaluates their understanding of IT service management principles and practices. The exam is included in the course fee and is conducted at the end of the second day. The format of the exam is as follows: 
 

• 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