Certified IT Service Manager (CITSM) Certification

Certified IT Service Manager (CITSM) Certification

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