The integratedITSM™ System Course & Examination

The integratedITSM™ System Course & Examination

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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
  • A $25 lunch voucher. Provided by Prezzee card and redeemable through multiple outlets.

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
        • 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.


          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

          Our virtual instructor-led classes include a $25 lunch voucher, this means you can get your lunch organised whether you do it from home or the office. The voucher is provided via email on the morning of the course.

          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. 

          An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

          Mary W.

          Satisfied Customer