Certified IT Service Manager (CITSM)

Online course including certificate

The Knowledge Academy


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Study method
Online, self-paced
No formal qualification
Additional info
  • Certificate of completion available and is included in the price

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This Certified IT Service Manager (CITSM) training course intends to provide delegates with the necessary skills and knowledge to emerge as proficient IT Service Managers. Individuals will learn how to meet the needs of their organisation more effectively, increasing the range of business benefits.

This training course will define the concept of Service Management, and identify fundamental best practices. Essentially, a large portion of this course will concentrate on the role and responsibilities of an IT Service Manager. As well as this, delegates will be guided through the Service Life Cycle, whereby components such as Change Management, quality achievement, and development sustainability will be explored, to ensure the evolution of competent IT Service Managers.

Upon certification, delegates will be able to apply their extensive knowledge practically, and should be able to perform the role of IT Service Manager more than adequately within their business, by coordinating managerial processes with existing organisational structure.


This CITSM training course will explore the following topics:

Introduction to IT Service Manager

  • IT Service Manager Overview
  • Service Strategy
  • The Culture of Service Management
  • Best Practices Insight

IT Service Management

  • Service Management as a Concept
  • The Advantages of IT Service Management
  • Implementing Service Management

The Role of an IT Service Manager

  • Responsibilities of an IT Service Manager
  • Business Strategy
  • Understanding Customer Demands
  • Dealing with Stakeholders
  • Governing Principles
  • Communication Techniques

The Service Life Cycle

  • Change Management
  • Operations
  • Processes
  • Maintaining Advancements
  • Achieving Quality
  • Controlling IT Systems

Concluding CITSM

Who is this course for?

This course has been designed specifically for individuals who would like to progress a career in IT Service Management.


There are no formal prerequisites for CITSM, so anyone can attend.

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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