The integratedITSM™ System Course & Examination
This one-day certification course is designed for IT professionals to gain an understanding of the integratedITSM™ System which represents a management system approach that describes how IT needs to work within business goals to achieve business results.
Course inclusions:
- Online access to ITSM Hub's accredited course materials and additional resources
- Sample exam - interactive exam and PDF version
- Comprehensive study guide
- The integratedITSM™ System online online examination voucher, valid for 12-months
- A complimentary exam re-sit if you miss out the first time
- The integratedITSM™ System online official publication, available as an eBook - accessible from within your candidate portal
Course Overview
The certification covers the foundational information needed to understand the integratedITSM™ components and how they work together. Attendees will be introduced to the role and importance of an effective integrated IT business leader, how IT service management processes need to be designed and executed in an integrated approach to support business and IT needs, how different enablers including product, service and process roles, organisational change management, Agile, Lean and DevOps enable the ITSM processes, and how IT performance results and improvement management support business and IT leader decisions.
Attendees will learn how these practices can help organisations achieve their business goals and the typical metrics used to measure IT performance and business results. Upon completion, candidates will receive a certificate that demonstrates their foundational knowledge and understanding of the integratedITSM™.
Learning Outcomes
By the end of this certification course, you will be able to articulate:
- The origins and importance of systems thinking and its effect on organisations and organisational management
- The integratedITSM™ and the benefits of an integrated IT and business organisation structure
- The key concepts of leadership and the role of the integrated IT business leader
- IT service management (ITSM) and its importance for effective integratedITSM™
- ITSM process integration with three examples, integrated production and support, integrated change and release engineering processes, and integrated service engagement
- The importance of key stakeholder roles in enabling the integratedITSM™
- The concepts of and need for organisational change management, Lean IT, Agile and agile development, and DevOps in an integratedITSM™ organisation
- IT performance results and improvement management and how they support improved business results
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The significance of each of the major components of the integratedITSM™ System, as depicted below:
The integratedITSM™ Designation Scheme
This certification course is part of Professional Designations’ new designation scheme for integratedITSM™ and is required to achieve the following designations:
- integratedITSM™ Champion
- integratedITSM™ Professional
- Organisational Change Management Architect™
- IT Business Relationship Management Architect™
- Value Stream Mapping Architect™
- IT Performance & Improvement Management Architect™
Who should attend
This certification course is suitable for anyone working in IT or in roles that interact with IT. Additionally, candidates whose organisations are seeking ISO/IEC 20000 certification will find this certification a compatible and valuable introduction to the standard.
Prerequisites
There is no prerequisite for this course.
Exam & Certification
The exam is offered through Professional Designations (PDC) and to obtain certification, attendees must write and pass the exam as follows. The exam is included in the course fee and will be provided on the first day of the course.
- Duration: 45 minutes
- Questions: 30 multiple-choice questions, closed book
- Pass mark: 60% (18 questions correct out of 30 questions)
- Supervised: Yes
- Format: Online
Course Material & Inclusions
Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under ITSM Hub’s Terms of Use.
- Course workbooks/slideshow for students to download, or view on laptop or tablet devices
- The integratedITSM™ System practice exam
- Course reference and exam guidance materials
The integratedITSM™ System online exam voucher, provided by Professional Designations (PDC) - global examination provider
Plus a complimentary The integratedITSM™ System exam re-sit if you miss out on passing your certification the first time.
The integratedITSM™ System official publication, available as an eBook is included with your exam voucher, which you will be able to download through the Professional Designations portal.
After completion of this course, you may apply for self-directed learning PDUs through PMI. A letter of attendance is available upon request.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
