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.

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