IT Service Management (ITSM) Certification Course

IT service management skills sit behind almost every IT role, from the service desk through to operations and delivery management. A grounding in ITSM shows employers you understand how services are planned, run and improved, and it gives you a common language used across frameworks such as ITIL, Lean IT and DevOps.

With Logitrain you keep the digital course material, your enrolment is covered by a price beat guarantee, and you receive a Certificate of Attendance on completion. Train in person in Melbourne, Sydney or Brisbane, or join the same class live online from anywhere in Australia.

There are no prerequisites for this ITSM certification course. It is open to complete beginners as well as working IT professionals.

A basic familiarity with how IT teams support a business is helpful but not required.

There is no certification exam associated with this course.

You receive a Logitrain Certificate of Attendance on completion to recognise your participation.

Digital IT Service Management (ITSM) course material is included with your enrolment and is yours to keep for future reference.

• Understand the key concepts and purpose of IT service management
• Describe how value, outcomes, costs and risks relate to services
• Explain the service relationships between providers and consumers
• Apply the guiding principles used to adopt and adapt service management
• Analyse the four dimensions of service management
• Map the components of the service value system and service value chain
• Manage incidents to restore normal service quickly
• Coordinate changes to reduce risk and disruption
• Investigate and resolve the root cause of recurring problems
• Track IT assets and configuration information accurately
• Support service desk operations and user requests
• Plan the deployment and release of services and components
• Measure and drive continual improvement of services
• Use service management language confidently across IT teams

This course is likely to add to the employment related skills of the participants. The skills developed are likely to be used in the course of being an employee or working in a business.

This course suits entry level through to mid level professionals. There is no seniority barrier, and managers often attend to align their team on a shared approach.

• Service desk and IT support analysts
• IT operations and infrastructure staff
• Service delivery and service level coordinators
• Technical and quality analysts
• Systems and database administrators
• Project and business development staff working alongside IT
• Business and IT consultants
• IT architects, planners and process owners
• Graduates and career changers moving into IT service roles

• Introduction to IT service management and why it matters
• Key concept: value and value co-creation
• Key concept: organisations, service providers and consumers
• Key concept: products and services
• Key concept: outcomes, outputs, costs and risks
• Service relationships and the service relationship model
• Provisioning and consumption of services
• Utility and warranty of a service
• Guiding principles of service management
• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimise and automate
• The four dimensions of service management
• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Overview of the service value system
• The service value chain and its activities
• Incident management
• Change enablement
• Problem management
• Service request management
• The service desk
• IT asset management
• Service configuration management
• Deployment and release management
• Event and monitoring management
• IT financial and demand management
• Vendor and supplier management
• Information and IT security management
• Continual improvement and the improvement model
• Applying ITSM concepts in your own organisation

• ITIL 4 Foundation certification is the recommended next step once you have the ITSM basics, adding a globally recognised credential with an exam.
• Best practice certification courses group the frameworks that build on service management, including ITIL and related standards.
• DevOps training courses extend service management ideas into faster, automated delivery between development and operations.
• Agile training courses pair well with service management for teams adopting iterative ways of working.
• IT Job Ready program combines training, certifications, an internship and career counselling for people moving into IT roles.
• IT courses across Australia lists the full range of certifications by category.

Got a team to train? Logitrain can deliver this ITSM certification course in house at your premises anywhere in Australia, with the same experienced trainer, digital course material and mock test as the public courses, suited to teams who want everyone trained together on a shared service management approach, on dates that suit the business.

What is an ITSM certification?

It is training in IT service management, the frameworks and practices used to plan, deliver, support and improve technology services. This Logitrain course is a vendor neutral foundation course that issues a Certificate of Attendance.

Is the exam included in the ITSM course?

This course does not have an exam, so there is none to include. You receive a Certificate of Attendance on completion. If you want a course with an exam, ITIL 4 Foundation is the closest certified option.

Are there any prerequisites for the ITSM course?

No. The course is open to beginners and to working IT professionals. A basic understanding of how IT supports a business is helpful but not required.

Which framework does the ITSM course follow?

It is a vendor neutral course that draws on widely used service management thinking, including the concepts behind ITIL, Lean IT, Agile and DevOps, rather than a single vendor product.

How long is the ITSM certification course?

Three days full time on weekdays, or three weeks part time if you study on weeknights or weekends.

Where can I do the ITSM course?

In person in Melbourne, Sydney, Brisbane, Adelaide, Perth and Canberra, or live online across Australia, all delivered live in real time with a trainer.

Should I do the ITSM course or ITIL 4 Foundation first?

If you are new to service management, the ITSM course is a gentle starting point with no exam pressure. If you want a globally recognised credential, you can go straight to ITIL 4 Foundation, which covers similar ground and includes the exam.