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  • 9.5 hours of self-paced learning
  • 2 sample test papers
  • Downloadable e-book

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.

Reviews

Good training based on quality practice sessions.

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

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.

Contact Us

1-844-842-4145

(Toll Free)

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