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Course Information

Certified IT Service Manager (CITSM) Course Outline

Module 1: Introduction to IT Service Management

  • What is IT Service Management?
  • Why IT Service Management is Important?
  • ITIL Overview
  • ITSM Frameworks and Standards

Module 2: Service Strategy

  • Service Strategy Principles and Concepts
  • Service Portfolio Management
  • Financial Management for IT Services
  • Business Relationship Management
  • Understanding Customer Demands

Module 3: Service Design

  • Service Design Principles and Concepts
  • Service Level Management
  • Service Catalog Management
  • Capacity Management
  • Demand Management and Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Module 4: Service Transition

  • Service Transition Principles and Concepts
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management

Module 5: Service Operation

  • Service Operation Principles and Concepts
  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Event Management
  • Access Management

Module 6: Continual Service Improvement

  • Continual Service Improvement Principles and Concepts
  • CSI Approach and Methods
  • Deming's Plan-Do-Check-Act Cycle
  • Service Measurement and Reporting
  • IT Governance

Module 7: ITSM implementation and Challenges

  • ITSM Implementation
  • Challenges in Implementing ITSM
  • ITSM Best Practices and Success Factors

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Who should attend this Certified IT Service Manager (CITSM) Training?

This ITIL Certification Course is designed to provide delegates with advanced skills and knowledge to manage Information Technology (IT) services effectively and efficiently within an organisation. However, it is especially beneficial for these professionals:

  • IT Service Managers
  • IT Service Delivery Managers
  • IT Operations Managers
  • IT Project Managers
  • IT Service Desk Managers
  • IT Governance Professionals
  • IT Risk Managers

Prerequisites of this Certified IT Service Manager (CITSM) Course

There are no formal prerequisites for this Certified IT Service Manager (CITSM) Training. However, a basic understanding of Information Technology, Service Delivery, and their fundamental concepts would be beneficial for the delegates.

Certified IT Service Manager (CITSM) Course Overview

IT Service Managers oversee IT personnel and assignments, ensure consistent user connectivity and network functionality, maintain computer systems and software applications, and cultivate relationships with external clients. IT Service Management (ITSM) is the way to implement, deliver, and manage IT services to fulfil organisational needs that confirm an appropriate combination of processes or technologies to provide value.

This ITIL Certification Training will equip learners with work experience that deals with IT services, the notion of Service Management, and essential best practices. It also provides learners with the skills and knowledge required to work as an IT Service Manager, who performs incident analysis and suggests action items within an organisation.

This 2-day Certified IT Service Manager (CITSM) Training Course intends to provide delegates with the necessary skills and knowledge to emerge as proficient IT Service Managers. During this training, delegates will learn how to meet the needs of their organisation more effectively and expand the achievement of business benefits. They will also gain a deep understanding of the principles, practices, tools, and techniques needed to implement and manage IT services effectively. Our highly skilled and professional instructor with years of teaching experience will conduct this course and equip delegates with knowledge of IT service management.

Course Objectives:

  • To ensure that they meet the needs of the organisation and its customers
  • To implement a service management culture within the organisation
  • To know about service strategy that deals with strategic management
  • To maintain effective communication with stakeholders or customers
  • To continuously improve IT service management processes and practices
  • To manage and mitigate risks associated with IT service delivery

At the end of this training, delegates will be able to detect and resolve IT issues before they impact business operations. They will also be able to apply IT service management concepts in real-world scenarios.

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What’s included in this Certified IT Service Manager (CITSM) Training?

  • Certified IT Service Manager (CITSM) Examination
  • World-Class Training Sessions from Experienced Instructors
  • Certified IT Service Manager (CITSM) Certificate
  • Digital Delegate Pack 

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Certified IT Service Manager (CITSM) Examination Information

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:

  • Multiple choice questions
  • Duration of 60 minutes
  • 65% pass mark
  • Closed book

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Certified IT Service Manager CITSM FAQs


IT Service Management is the way to implement, deliver, and manage IT services to fulfil organisational needs that confirm an appropriate combination of processes, technologies, and people to provide value.
An IT Service Manager is responsible for providing client assessments, managing projects by developing timelines, maintaining relationships with security vendors and technology, and coordinating troubleshooting.
IT Service Managers should have knowledge management capabilities, an understanding of AI and analytics, communication and collaboration skills, customer experience skills, and business relationship management capabilities.
IT Service Management is beneficial for improving productivity, reducing spending, minimising risk, enhancing customer experience, improving visibility, streamlining communications, and increasing operational efficiency.
In this ITIL Certification, you will learn about IT service management, service portfolio management, information security management, incident management, IT governance, ITSM implementation, and other essential topics related to it.
The price for Certified IT Service Manager CITSM certification in Philippines starts from $1495
The Knowledge Academy is the Leading global training provider for Certified IT Service Manager CITSM.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Trusted & Approved

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


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"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

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We may not have any package deals available including this course. If you enquire or give us a call on +44 1344 203999 and speak to our training experts, we should be able to help you with your requirements.