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.

Key Points About Certified IT Service Manager (CITSM)

237 Learners Recommended

Duration: 2 Days*

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Certified IT Service Manager (CITSM)

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


  • 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


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:

  • Executives Stakeholders
  • Process Managers
  • Operational Staff
  • IT Professionals

The Certified IT Service Manager (CITSM) Cost in United Kingdom Starts from £1095.00

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Dates & Prices

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Learn from the comfort of your home or office

Join discussions via computer or mobile device

Interact with subject matter experts

40 Hours (on average)

90 Days Access

Certificate upon completion

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Monitor employee development

Key points about this course

237 Learners Recommended

Duration: 2 Days*

Add additional features

6 Months Access - £ 109.00

1 Year Access - £ 164.00

Official Exam - £ 329.00

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Your online (Certified IT Service Manager (CITSM)) package

Upon purchase you will receive a password via the email you used to purchase the course.

You will then be able to login to our online learning platform with your email and password.

You will have access to the platform for 90 days to complete your course.

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