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Course Information

Certified IT Service Manager (CITSM) Course 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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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) Course 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. A substantial 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 and should be able to perform the role of IT Service Manager more than within their business, by coordinating managerial processes with existing organisational structure.

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What's included in this IT Service Manager Training Course?

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 

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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


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 can 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.
The price for Certified IT Service Manager CITSM certification in Philippines starts from $1795
The Knowledge Academy is the Leading global training provider in the world for Certified IT Service Manager CITSM.
Please see our ITIL® Training courses available in Philippines

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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Get a custom course package

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.