Certificate overview
This program enables participants to acquire fundamental knowledge and practical skills to understand, design and maintain an IT Service Management System (ITSMS) based on ISO/IEC 20000-1.
What you will learn
01
Understand ITSM concepts, service lifecycle & value streams
02
ISO/IEC 20000-1 structure, clauses & benefits
03
Service governance, roles & responsibilities
04
Service continuity & availability management
05
Service desk & incident management fundamentals
06
Documentation & continual improvement
Curriculum
8 modules
- 01Introduction to IT Service Management
- 02ITSM Governance & Service Value System
- 03ISO/IEC 20000-1 Framework & Clauses
- 04Service Risk, Availability & Continuity
- 05Incident, Problem & Change Management
- 06Service Delivery & Supplier Management
- 07Monitoring, KPIs & Improvement
- 08Certification & Continual Improvement
Who it is for
- IT Managers
- Service Desk Leads
- CIO Office
- Quality Managers
- Compliance Professionals
Eligibility requirements
Applicants must:
- Hold a degree from a recognized educational organization.
- Have professional experience in the field.
- Sit for and pass the certification examination.
- Adhere to the Professional Development Institute (PDI) Code of Ethics.
Exam Requirements
Online Examination will need to be sat under controlled conditions at a PDI accredited centre.
- 70% passing grade
- Exam available in a range of different languages
- 3 Hours duration
- The examination is offered in multiple languages to support international candidates.
- All candidates are required to sit for their exam at an accredited PDI Test Centre.
- The exam duration is (3) hours.
- Each exam consists of 100 multiple-choice questions (MCQs).
