Certificate in IT Service Management and Work Placement
The program focuses on delivering high-quality IT services and managing IT operations effectively, with practical experience gained through a work placement component.
Overview
The Certificate in IT Service Management and Work Placement is a 12week program designed to provide participants with a thorough understanding of IT service management (ITSM) principles and practices. The program focuses on delivering high-quality IT services and managing IT operations effectively, with practical experience gained through a work placement component.
The program begins with an exploration of ITSM frameworks and best practices, including ITIL (Information Technology Infrastructure Library), which is widely adopted in the industry. Participants will learn about the ITSM lifecycle, including service strategy, design, transition, operation, and continual improvement. Participants will gain skills in service management processes such as incident management, problem management, change management, and service level management. The course covers techniques for designing and delivering IT services that meet user needs and align with business objectives.
The work placement component of the program allows participants to apply their ITSM knowledge in a real-world setting. They will work with IT service teams, contributing to the management of IT services, handling service requests, and implementing ITSM best practices.
What you’ll learn
Upon successful completion of this program, participants will be able to:
- Implement ITSM frameworks and best practices to manage IT services effectively.
- Apply ITSM processes for incident management, problem management, and change management.
- Design and deliver IT services that align with business goals and user needs.
- Manage IT service operations and ensure service quality through continual improvement.
- Gain practical experience in IT service management through hands-on work placement.
Course Descriptions
ITSM101A Introduction to IT Service Management (3 credits)
This course provides an overview of IT service management principles and frameworks, including ITIL. Participants will learn about the ITSM lifecycle and key processes.
- Learning Outcome: Understand ITSM principles and frameworks and their application in managing IT services.
ITSM101B Service Management Processes (3 credits)
Participants will learn about ITSM processes such as incident management, problem management, and change management. The course covers best practices for managing these processes effectively.
- Learning Outcome: Apply ITSM processes to manage IT services and address incidents and problems.
ITSM101C Designing and Delivering IT Services (3 credits)
This course focuses on designing and delivering IT services that meet user needs and align with business objectives. Participants will learn techniques for service design and delivery.
- Learning Outcome:Design and deliver IT services that align with business goals and user requirements.
ITSM101D Service Level Management and Continual Improvement (2 credits)
Participants will explore service level management and continual improvement practices. The course covers methods for measuring service performance and implementing improvements.
- Learning Outcome: Manage service levels and implement continual improvement practices to enhance IT service quality.
ITSM101E Work Placement in IT Service Management (4 credits)
The work placement provides practical experience in IT service management. Participants will work with IT service teams, applying their knowledge and contributing to service management tasks.
- Learning Outcome: Gain hands-on experience in managing IT services and applying ITSM best practices in a professional setting.