Course description

  • What is this course about?

    The ITSM certification training focuses on the management of the IT services like planning, delivery and support to improve customer service. The certification demonstrates the professional’s ability to align business strategy to information technology.

    Simplilearn’s ITSM certification training includes both online and classroom training that allows candidates to prepare for exam in the comfort of their own place and/or in a Classroom learning environment.

  • Why is the certification most sought-after?

    ITSM is one of the most popular certifications for IT professionals. This certification helps professionals in improving the quality performance and project delivery rate of the company. ITSM enables organizations to:
    • Improve quality of service
    • Increase customer satisfaction
    • Decrease operating costs
    • Improve profit margins
    • Improve product cycle time

  • What learning benefits do you get from Simplilearn’s training?

    After completing this course, you will be able to:
    • Describe business relationship management
    • Discuss supplier management and their relationship with other processes
    • Explain resolution processes such as Incident & service request management
    • Define control processes

  • What are the career benefits of this course?

    The demand for certified professionals in ITSM is growing enormously in the global market. Certified professionals can expect different roles such as Development engineer, Consultant, Product Developer, Service Assurance Manager, Project Manager, Application Support Manager, and so on.

    The value of ITSM has increased sharply in recent years and an ITSM certification is fast becoming an entry requirement for a majority of IT-based roles. According to the recent surveys by payscale.com, the median salary of the certified professionals in this field is $91,028 per year.

  • Who should do this course?

    The target group of the ITSM Certificate includes, but is not restricted to:
    • IT Service operational staff
    • Supervisors
    • Managers
    • Senior consultants and
    • Auditors

Course preview

    • ITSM

      6:24:07
      • 1.1 Intoduction Slide
        01:13
      • 1.2 Welcome and Administration
        01:29
      • 1.3 Structure of the Training
        01:37
      • 1.4 Structure of the Training(Contd.)
        01:07
      • 1.5 ISO IEC20000 Qualification Program
        04:11
      • 1.6 Examination Format
        00:56
      • 1.7 Course Material Goal
        00:36
      • 1.8 Core Concepts of IT Service Management
        01:14
      • 1.9 What Quality is and Why It is Important
        01:40
      • 1.10 Quality Policy
        01:11
      • 1.11 Relationship Between IT Services and Quality
        01:20
      • 1.12 Principles of Quality Management
        00:57
      • 1.13 Quality Management System
        00:59
      • 1.14 Objective of a Quality Management System
        01:11
      • 1.15 Steps to Establish a Quality Management System
        01:06
      • 1.16 Service
        03:16
      • 1.17 Factors Required to Provide an IT Service
        01:05
      • 1.18 Process
        01:24
      • 1.19 Benefits of a Process based Approach
        01:48
      • 1.20 Characteristics of a Process
        01:13
      • 1.21 Service Management
        04:55
      • 1.22 Benefits of IT Service Management
        00:41
      • 1.23 Risks of IT Service Management
        00:31
      • 1.24 Role of Tools Used Within IT Service Management
        01:23
      • 1.25 The Applications of the PDCA Cycle
        01:38
      • 1.26 Core Concepts of Quality Frameworks
        01:00
      • 1.27 ISO IEC20000 1 2011
        02:34
      • 1.28 ISO IEC20000 Parts
        03:52
      • 1.29 ISO IEC20000 Parts
        02:27
      • 1.30 PDCA Methodology
      • 1.31 ITSM20 Program Principles
        00:48
      • 1.32 Who Uses ISO IEC20000
        01:22
      • 1.33 ISO IEC20000 The SMS
        01:29
      • 1.34 Purpose and Benefits of ISO IEC20000
        00:33
      • 1.35 Benefits of ISO IEC20000
        01:55
      • 1.36 Related Standards Overview
        01:38
      • 1.37 ISO9000
        02:20
      • 1.38 ISO IEC27000
        03:00
      • 1.39 Six Sigma
        03:21
      • 1.40 IT Infrastructure Library(ITIL)
        03:53
      • 1.41 ITIL Version2
        01:50
      • 1.42 ITIL 2011
        02:51
      • 1.43 Mapping ISO20000Standard to the Service Lifecycle
        00:58
      • 1.44 Mapping Deming Cycle to the Service Lifecycle
        02:44
      • 1.45 What is(not) ITIL
        03:13
      • 1.46 Process Document Contents
        01:43
      • 1.47 Microsoft Operations Framework(MOF)
        03:58
      • 1.48 MOF4. Framework
        04:01
      • 1.49 Capability Maturity Model Integration(CMMI)
        02:31
      • 1.50 CMM CMMI Maturity Levels
        02:45
      • 1.51 Capability Assessments
        01:41
      • 1.52 Types of Capability Assessments
        02:52
      • 1.53 ISO IEC15504
        05:25
      • 1.54 COBIT
        03:29
      • 1.55 COBIT Framework
        03:57
      • 1.56 Company Specific Standards
        01:01
      • 1.57 Complementary Frameworks Technologies
        00:54
      • 1.58 ITIL 2011
        01:14
      • 1.59 ITIL and ISO IEC20000
        01:32
      • 1.60 COBIT5
        03:38
      • 1.61 Six Sigma
        00:58
      • 1.62 ISO9001 Quality Management Systems
      • 1.63 ISO IEC27001
      • 1.64 ISO IEC38500
        02:03
      • 1.65 ISO IEC38500 2
        01:00
      • 1.66 New Technologies
        02:51
      • 1.67 How it All Fits
        00:59
      • 1.68 Introduction to Management Systems
        00:45
      • 1.69 Management System
        01:14
      • 1.70 Roles and Responsibilities of Management
        01:22
      • 1.71 Roles and Responsibilities of Management(Contd.)
        00:51
      • 1.72 Objective of a Service Management System(SMS)
        01:05
      • 1.73 General Management Responsibilities
        00:49
      • 1.74 General Governance Principles
        00:50
      • 1.75 Importance of Documentation and Basic Requirements for Documentation
        01:05
      • 1.76 Documentation Best Practices
        00:48
      • 1.77 Requirements for Resource Management
        00:58
      • 1.78 The SMS
        01:44
      • 1.79 Core Concepts of the Service Management System(SMS)
        01:05
      • 1.80 Objective of Planning and Improving Service Management
        00:39
      • 1.81 Objective of Planning and Improving Service Management
        00:57
      • 1.82 Continual Improvement Methodology for Service Management Processes
        01:14
      • 1.83 PDCA in Service Management
        01:18
      • 1.84 Plan Service Management
        00:44
      • 1.85 Planning for Service Management
        01:03
      • 1.86 Service Management Plan
        01:00
      • 1.87 Service Management Plan(Contd.)
        01:07
      • 1.88 Service Management Plan
        00:59
      • 1.89 Service Management Plan
        00:39
      • 1.90 Key Principles of Producing and Implementing a Service Management Plan
        00:15
      • 1.91 Implementing Service Management
        00:56
      • 1.92 Requirements for Monitoring Measuring Reviewing and Improving the Processes
        00:24
      • 1.93 Achievement of Objectives
        02:22
      • 1.94 Comparison Characteristics of Assessments and Audits
        01:08
      • 1.95 Comparison Characteristics of Assessments and Audits
        00:51
      • 1.96 Audit Program
        01:09
      • 1.97 Management Review
        00:56
      • 1.98 Continual Improvement
        00:20
      • 1.99 Policy
        00:34
      • 1.100 Management of Improvement
        00:46
      • 1.101 Activities to be Carried Out
        00:36
      • 1.102 Activities to be Carried Out(Contd.)
        00:43
      • 1.103 Service Design and Transition
        00:14
      • 1.104 Management Requirements for NewChanged Services
        01:22
      • 1.105 Management Requirements for NewChanged Services(Contd.)
        00:38
      • 1.106 Management Requirements for NewChanged Services(Contd.)
        00:40
      • 1.107 Requirements for Planning NewChanged Services
        00:40
      • 1.108 Requirements for Designing NewChanged Services
        01:02
      • 1.109 Requirements for Designing NewChanged Services(Contd.)
        00:28
      • 1.110 Requirements for Transitioning NewChanged Services
        01:12
      • 1.111 Service Delivery Processes and Their Relationships
        01:09
      • 1.112 Service Level Management Purpose Objectives Scope
        02:36
      • 1.113 Service Level Management Process Activities
        02:25
      • 1.114 Service Level Management Terminology
        03:59
      • 1.115 Service Level Management Key Terms Illustrated
        02:49
      • 1.116 Service Level Management Designing SLA Structures
        03:48
      • 1.117 Service Level Management SLA Content
        01:24
      • 1.118 Service Level Management Service Review
        01:11
      • 1.119 Service Level Management Service Improvement Program(SIP)
        01:03
      • 1.120 Service Level Management Interfaces to SLM
        01:30
      • 1.121 Service Level Management Best Practices
        01:40
      • 1.122 Service Reporting
        01:29
      • 1.123 Minimum Requirements
        02:09
      • 1.124 Service Reporting Interfaces
        01:07
      • 1.125 IT Service Continuity Management Purpose Objectives Scope
        01:51
      • 1.126 IT Service Continuity Management Key Terms Explained
        02:47
      • 1.127 IT Service Continuity Management Key Terms Explained(Contd.)
        02:03
      • 1.128 IT Service Continuity Management Lifecycle Activities
        02:30
      • 1.129 Service Continuity Management Interfaces
        01:56
      • 1.130 Service Continuity Management Best Practices
        00:41
      • 1.131 Availability Management Process Purpose Objectives Scope
        02:11
      • 1.132 Availability Management Key Terms Explained
        02:18
      • 1.133 Availability Management Key Terms Explained(Contd.)
        01:45
      • 1.134 Availability Management Interfaces
        01:32
      • 1.135 Availability Management Best Practices
        00:59
      • 1.136 Budgeting and Accounting for Services Purpose
        01:01
      • 1.137 Budgeting and Accounting for Services Objectives
        01:11
      • 1.138 Budgeting and Accounting for Services Scope
        02:25
      • 1.139 Budgeting and Accounting for Services Activities
        02:36
      • 1.140 Budgeting and Accounting for Services Benefits
        01:03
      • 1.141 Budgeting and Accounting Interfaces
        01:02
      • 1.142 Budgeting and Accounting for Services Best Practices
        00:57
      • 1.143 Capacity Management Purpose Objectives Scope
        03:22
      • 1.144 Capacity Management A Balancing Act
        01:55
      • 1.145 Capacity Management Process Activities
        06:38
      • 1.146 Capacity Management Sub Processes
        02:37
      • 1.147 Capacity Management Capacity Plan
        00:52
      • 1.148 Capacity Management Interfaces
        00:53
      • 1.149 Capacity Management Best Practices
        00:48
      • 1.150 Information Security Management Purpose Objectives Scope
        03:25
      • 1.151 Information Security Management Key Terminology
        01:52
      • 1.152 Information Security Management Security Framework
        01:12
      • 1.153 Information Security Management Security Policy
        01:45
      • 1.154 Information Security Mgmt Information Security Management System(ISMS)
        01:44
      • 1.155 Information Security Management Interfaces
        01:52
      • 1.156 Information Security Management Best Practices
        01:44
      • 1.157 Relationship Processes and Their Relationships
        00:36
      • 1.158 Relationship Process Relationship
        02:08
      • 1.159 Business Relationship Management Purpose
        01:27
      • 1.160 Business Relationship Management Objectives
        01:55
      • 1.161 Business Relationship Management Scope
        03:04
      • 1.162 Business Relationship Activities
        00:15
      • 1.163 Business Relationship Mgmt Role Business Relationship Manager
        01:05
      • 1.164 Business Relationship Management Interfaces
        00:45
      • 1.165 Supplier Management Purpose Objectives Scope
        01:40
      • 1.166 Supplier Management Supplier and Contract Database
        02:43
      • 1.167 Supplier Management Relationship with Service Level Management
        01:30
      • 1.168 Supplier Management Supplier Categorisation
        01:31
      • 1.169 Supplier Management Supplier Categorisation(Contd.)
        01:02
      • 1.170 Supplier Management Role
        01:15
      • 1.171 Supplier Management Interfaces
        01:22
      • 1.172 Supply Chain Relationships
        01:15
      • 1.173 Resolution Processes and Their Relationships
        00:37
      • 1.174 Incident Management
        01:03
      • 1.175 Incident Management Purpose Objectives
        01:46
      • 1.176 Incident Management Scope and Value to Business
        04:38
      • 1.177 Incident Management Basic Concepts
        03:28
      • 1.178 Incident Management Process Flow Activities
        04:59
      • 1.179 Incident Management Process Interfaces
        03:24
      • 1.180 Incident Management Best Practices
        00:58
      • 1.181 Request Fulfillment Process Purpose Objectives
        02:08
      • 1.182 Request Fulfillment Process Scope Basic Concepts
        01:08
      • 1.183 Request Fulfillment Interfaces
        01:44
      • 1.184 Problem Management Purpose Objectives
        01:21
      • 1.185 Problem Management Scope and Value to Business
        02:10
      • 1.186 Problem Management Basic Concepts
        02:39
      • 1.187 Problem Management Process Flow Reactive Problem Management
        04:25
      • 1.188 Problem Management Process Flow Interfaces with Other Processes
        02:45
      • 1.189 Problem Management Best Practices
        01:12
      • 1.190 Control Processes and Their Relationships
        00:42
      • 1.191 Change Management Purpose Objectives
        01:04
      • 1.192 Change Management Scope
        02:05
      • 1.193 Change Management Change Types
        02:29
      • 1.194 Change Management Remediation Planning
        00:58
      • 1.195 Change Management Concepts
        00:52
      • 1.196 Change Management Change Proposals
        01:02
      • 1.197 Change Management Change Flow
        03:26
      • 1.198 Change Management Roles in Change Management
        01:22
      • 1.199 Change Management Change Advisory Board(CAB)
        01:57
      • 1.200 Change Management 7 R of Change Management
        01:33
      • 1.201 Change Management Change Metrics
        02:15
      • 1.202 Change Management Key Challenges
        01:47
      • 1.203 Change Management Interfaces
        02:03
      • 1.204 Purpose Objectives and Scope
        02:09
      • 1.205 Service Asset and Configuration Management Basic Concepts
        01:27
      • 1.206 Basic Concepts(Contd.)
        01:32
      • 1.207 Basic Concepts(Contd.)
        02:13
      • 1.208 Basic Concepts(Contd.)
        01:23
      • 1.209 Basic Concepts CMDB and DML
        01:28
      • 1.210 Service Asset and Configuration Management Basic Concepts Logical Model
        02:00
      • 1.211 Basic Concepts Relationship Between CMDB CMS and SKMS
        02:55
      • 1.212 SACM Relationship
        01:15
      • 1.213 Configuration Management Best Practices and Practical Application
        00:56
      • 1.214 Release and Deployment Management Purpose Objectives
        01:55
      • 1.215 Release and Deployment Management Purpose Objectives(contd)
        00:33
      • 1.216 Release and Deployment Management Scope
        00:42
      • 1.217 Release and Deployment Management Basic Concepts Release Policy
        02:45
      • 1.218 Release and Deployment Management Release Unit and Release Package
        01:57
      • 1.219 Release and Deployment Management Release Types
        01:02
      • 1.220 Release and Deployment Approaches
        03:27
      • 1.221 Four phases of Release and Deployment Mgmt
        02:01
      • 1.222 Release and Deployment Management Relationship
        00:46
      • 1.223 Release and Deployment Management Best Practices
        01:28
      • 1.224 Cntrol Process Relationsships
        00:46
      • 1.225 Role of process new service Deployment
        01:36
      • 1.226 Case Study
        00:04
      • 1.227 Introduction
        00:07
      • 1.228 Introduction
        00:08
      • 1.229 Introduction
        00:08
      • 1.230 Exercise
        00:11
      • 1.231 Exercise
        00:10
      • 1.232 Exercise
        00:07
      • 1.233 Exercise
        00:07
      • 1.234 IT Service Management
        00:07
      • 1.235 IT Service Management
        00:11
      • 1.236 Some Constraints
        00:10
      • 1.237 Some Constraints
        00:09
      • 1.238 Exercise
        00:11
      • 1.239 Sample Exam
        00:05
      • 1.240 Quiz
      • 1.241 Thank You
        00:04
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Exam & certification

  • How do I get certified in ITSM?

    There are no prerequisites to appear for the foundation level of this exam. However, basic knowledge of objectives and contents of ISO/IEC 20000 and experience with managing IT systems or auditing an organization for IT service management is desirable.

    Candidates can get certified by appearing for the examination. To appear for the Foundation Bridge Examination in IT Service Management, the candidate must hold an ITIL® Foundation (V2 or V3) certification.

Course advisor

Manuel W Lloyd
Manuel W Lloyd Virtual CIO, IT Service Expert

Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance, operational efficiency, and cyber security.

Reviews

Bob Nemeth
Bob Nemeth

Good training based on quality practice sessions.

Nandan Sudarshan
Nandan Sudarshan

The delivery of ITSM topics was excellent with lots of IT industry-specific examples provided by the trainer. The subject matter expertise was good.

Read more Read less
Bhargav Kowlagi
Bhargav Kowlagi

The ITSM workshop was well structured and informative. The training instructor explained all processes and procedures with examples. Overall the course was very good.

Read more Read less

FAQs

  • How do I enroll for the online training?

    You can enroll for the training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

    1. Visa debit/credit card
    2. American express and Diners club card
    3. Master Card, or
    4. Through PayPal

  • What will I get along with this training?

    You will have access to the online e-learning and practice tests along with the training.

  • Can I cancel my enrollment? Do I get a refund?

    Yes, you can cancel your enrollment. We provide you complete refund after deducting the administration fee. To know more please go through our Refund Policy.

  • Do you provide money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. You can refer to the Refund Policy and raise refund requests via our Help and Support portal.

  • Can I extend the access period?

    Yes, you can extend the access period by paying an additional fee. Please raise a request via our Help and Support portal.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register with us for a course by paying the course fee, you can have 24/7 access to the e-learning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

  • I am not able to access the online course. Whom should I contact for a solution?

    Please raise a request via our Help and Support portal to have your issue resolved.

  • What is ITSM?

    IT service management (ITSM) is a discipline for managing information technology (IT) systems centered on the customer’s perspective of IT’s contribution to the business.

  • What is the format of ITSM – ISO 20000 exam?

    ITSM – ISO 20000 exam is an invigilated closed-book exam of 1 Hour that includes 40 multiple-choice questions / 20 multiple-choice questions for Bridge exam. This exam is for ITIL® foundation certified professionals.

  • Is Simplilearn accredited for ITSM training?

    Yes, Simplilearn is an EXIN accredited AEC.

  • I want to know more about the training program. Whom do I contact?

    Please join our Live Chat for instant support, call us, or Request a Call Back to have your query resolved.

  • Certification Process

    Simplilearn has a well-defined certification process that helps you face the challenges of the IT world.  You need to meet following conditions to unlock the certificate –
    • You need to complete at least 85% of the course or attend one complete batch
    • If your course has simulation exams you will need to complete it with the minimum passing score.
    • You need to submit a project and get it approved by our panel of Subject Matter Experts.
    • In case your project is rejected, our subject matter experts would provide all necessary help to clear the project in your next attempt.

  • Who are our Faculties and how are they selected?

    All our trainers are working professionals and industry experts with at least 10-12 years of relevant teaching experience.

    Each of them have gone through a rigorous selection process which includes profile screening, technical evaluation, and training demo before they are certified to train for us.  

    We also ensure that only those trainers with a high alumni rating continue to train for us.

  • What is Global Teaching Assistance?

    Our teaching assistants are here to help you get certified in your first attempt.

    They are a dedicated team of subject matter experts to help you at every step and enrich your learning experience from class onboarding to project mentoring and job assistance.

    They engage with the students proactively to ensure the course path is followed.

    Teaching Assistance is available during business hours.

  • What is covered under the 24/7 Support promise?

    We offer 24/7 support through email, chat, and calls.  

    We also have a dedicated team that provides on demand assistance through our community forum. What’s more, you will have lifetime access to the community forum, even after completion of your course with us.

    • Disclaimer
    • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.