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Classroom Training

At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging, and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources, and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential courses in order to suit your requirements.

Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.

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  • Direct support from our experienced trainers throughout the course
  • Training courses available in thousands of locations globally
  • Partake in engaging and valuable activities in the classroom to boost your learning potential
  • Receive an all-encompassing learning experience

Online Training

Our online-based training courses aim to provide you with a complete training experience. Due to their flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the convenience of an online training course.

Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.

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  • Our flexible online courses provide you with 24/7 access
  • Take your time with 90 days from first login to complete the course
  • Enjoy an engaging and interactive learning experience
  • Courses available through our easy-to-use learning portal

In-house Training

Our In-house training option allows you to select any of our courses and receive training at a venue of your choice, by any method of your choice.

In-house courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.

By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of In-house training.

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  • Reduce the costs of employees taking time away from the workplace to train
  • Streamline your business with this bespoke training solution
  • Maximise your training budget
  • Monitor your employees’ progress and ensure that they receive applicable qualifications

Virtual Training

Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment. In this environment, our expert training instructors will be able to convey information and provide you with the all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global training provider, this method of training allows us to extend our training scope to those who may not be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.

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  • Receive direct support from our experienced trainers
  • Acquire the benefits of a classroom course, without the need to travel
  • Train from the comfort of your own home using remote access
  • All virtual training courses come with technical and administrative support
IT Service Management

Certified IT Service Manager (CITSM)

  • Includes course manual, the CITSM examination, & a completion certificate
  • Certified IT Service Manager is delivered by highly experienced instructors
  • We are the world's largest provider of training courses

Available delivery methods for this course:




Live Virtual

Course Information

Certified IT Service Manager (CITSM) Outline

This CITSM training course will explore the following topics:

  • 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
    • Need for Service Management
    • ITSM
    • The Advantages of IT Service Management
    • Implementing Service Management
    • Benefits and Challenges of ITSM
  • The Role of an IT Service Manager
    • Responsibilities of an IT Service Manager
    • Business Strategy
    • Understanding Customer Demands
    • Managing Demands
    • Dealing with Stakeholders
    • Management of IT Services
    • Guiding Principles
    • Communication Techniques
  • The Service Development Cycle (SDC)
    • Approaches
    • Creation
    • Changeover
    • Processes
    • Continued Improvement
    • Change Management
    • Operations
    • Supplier Management
    • Problem Management
    • Conclusion
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Certified IT Service Manager (CITSM) Overview

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, to expand the achievement 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.

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Who should attend IT Service Manager Course??

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

Certified IT Service Manager Prerequisites 

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

Certified IT Service Manager (CITSM) Examination

To acquire this certification, delegates will need to sit an examination. The exam is included with the course fee, and will take place at the end of the second day. The exam format is detailed below:

  • 40 questions

  • Multiple choice

  • Duration of 1 hour

  • Pass mark of 65%

  • Closed book


This training course includes the following:

  • The Certified IT Service Manager (CITSM) Examination

  • The Knowledge Academy's Certified IT Service Manager (CITSM) Manual

  • Completion Certificate

  • Experienced Instructor

  • Refreshments 

Certified IT Service Manager (CITSM) FAQs

Please arrive at the venue at 8:45am.
There are no prerequisites, thus anyone can attend.
This CITSM training course has been designed specifically for individuals who would like to earn a career as an IT Service Manager.  ​
We are able to provide support via phone & email prior to attending, during, and after the course.
Delegate pack consisting of course notes and exercises, the exam, manual, experienced instructor, and refreshments.
This course is [2] day(s).
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda, and payment receipts.

Upcoming classes

Need training delivered to you?

We can offer exceptional deals on in-house/on-site training at a location of your choosing for a number of your staff. Enquire to learn about our offers.

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Dates & Prices for Certified IT Service Manager (CITSM)

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Why choose Virtual?

Attend your course from the office or home
Interactive support from experienced trainers
Simple to setup and easy to use on any device

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Best Price in the Industry

We have the guaranteed best price for our courses in the industry

Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

Resources Included

Resources are included for a comprehensive learning experience

Various Delivery Methods

Flexible delivery methods are available depending on your learning style

Some of our clients

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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