Certified IT Service Manager (CITSM)

Understand the benefits and role of a service manager.
Learn how to adopt a service management culture.
Gain an understanding of service development cycle.

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Certified IT Service Manager (CITSM)

Overview 1

Outlines 2

FAQs 3

What's Included 4

Course Overview

IT Service Manager includes planning, delivery, and support to improve customer service. They are responsible for managing service level agreements with customers and external service providers. The Service Manager role includes the task of defining and managing service level agreements with customers.

This 2-day Certified IT Service Manager training course aims to deliver delegates with the necessary skills and knowledge to emerge as capable IT Service Managers. They will learn how to meet the requirements of their organisation more effectively, to increase business profits.

This training course will describe the notion of service management and recognise the essential best practices. Mostly, a large portion of this course will focus on the role and responsibilities of an IT Service Manager. Delegates will learn the service development life cycle, quality achievement, business strategy, dealing with stakeholders, communication techniques, functions of operations, and ITSM.

By attending this course, delegates will also be capable of applying their extensive knowledge practically and should be able to perform the role of IT Service Manager more effectively within their business.

Course Outline

Introduction

IT Service Manager Overview
Service Strategy
The Culture of Service Management
How to Adopt a Service Management Culture?
Best Practices Insight

Service Management as a Concept

What is Service Management?
Need for Service Management
The 4Ps of Service Management
ITSM
Key Concepts of ITSM
The Advantages of IT Service Management
Implementing Service Management
Benefits of Implementing Service Management
Implementation Challenges of ITSM

Role of an IT Service Manager

Responsibilities of an IT Service Manager
Business Strategy
Understanding Customer Demands
Managing Demand for Services
Why Manage Demand?
Dealing with Stakeholders
Stakeholder Relationship
Relationship between Management and ITSM
Management of IT Services
Guiding Principles
Communication Techniques

SDC (Service Development Cycle)

Understand SDC (Service Development Cycle)
Approach
Creation
Changeover
Changeover Processes
Continued Improvement
Change Management
The Seven R's of Change Management
Change Models
Operations
Functions of Operations
Supplier Management
Supplier Management Process
Service Reporting
Problem Management
Problem Management Process

Conclusion

In this Certified IT Service Manager course, there are no formal prerequisites.

Certified IT Service Manager course is designed for individuals who want to make a career in IT Service Management. This course is also beneficial for: