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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, 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 Slide01:13
      • 1.2 Welcome and Administration01:29
      • 1.3 Structure of the Training01:37
      • 1.4 Structure of the Training(Contd.)01:07
      • 1.5 ISO IEC20000 Qualification Program04:11
      • 1.6 Examination Format00:56
      • 1.7 Course Material Goal00:36
      • 1.8 Core Concepts of IT Service Management01:14
      • 1.9 What Quality is and Why It is Important01:40
      • 1.10 Quality Policy01:11
      • 1.11 Relationship Between IT Services and Quality01:20
      • 1.12 Principles of Quality Management00:57
      • 1.13 Quality Management System00:59
      • 1.14 Objective of a Quality Management System01:11
      • 1.15 Steps to Establish a Quality Management System01:06
      • 1.16 Service03:16
      • 1.17 Factors Required to Provide an IT Service01:05
      • 1.18 Process01:24
      • 1.19 Benefits of a Process based Approach01:48
      • 1.20 Characteristics of a Process01:13
      • 1.21 Service Management04:55
      • 1.22 Benefits of IT Service Management00:41
      • 1.23 Risks of IT Service Management00:31
      • 1.24 Role of Tools Used Within IT Service Management01:23
      • 1.25 The Applications of the PDCA Cycle01:38
      • 1.26 Core Concepts of Quality Frameworks01:00
      • 1.27 ISO IEC20000 1 201102:34
      • 1.28 ISO IEC20000 Parts03:52
      • 1.29 ISO IEC20000 Parts02:27
      • 1.30 PDCA Methodology
      • 1.31 ITSM20 Program Principles00:48
      • 1.32 Who Uses ISO IEC2000001:22
      • 1.33 ISO IEC20000 The SMS01:29
      • 1.34 Purpose and Benefits of ISO IEC2000000:33
      • 1.35 Benefits of ISO IEC2000001:55
      • 1.36 Related Standards Overview01:38
      • 1.37 ISO900002:20
      • 1.38 ISO IEC2700003:00
      • 1.39 Six Sigma03:21
      • 1.40 IT Infrastructure Library(ITIL)03:53
      • 1.41 ITIL Version201:50
      • 1.42 ITIL 201102:51
      • 1.43 Mapping ISO20000Standard to the Service Lifecycle00:58
      • 1.44 Mapping Deming Cycle to the Service Lifecycle02:44
      • 1.45 What is(not) ITIL03:13
      • 1.46 Process Document Contents01:43
      • 1.47 Microsoft Operations Framework(MOF)03:58
      • 1.48 MOF4. Framework04:01
      • 1.49 Capability Maturity Model Integration(CMMI)02:31
      • 1.50 CMM CMMI Maturity Levels02:45
      • 1.51 Capability Assessments01:41
      • 1.52 Types of Capability Assessments02:52
      • 1.53 ISO IEC1550405:25
      • 1.54 COBIT03:29
      • 1.55 COBIT Framework03:57
      • 1.56 Company Specific Standards01:01
      • 1.57 Complementary Frameworks Technologies00:54
      • 1.58 ITIL 201101:14
      • 1.59 ITIL and ISO IEC2000001:32
      • 1.60 COBIT503:38
      • 1.61 Six Sigma00:58
      • 1.62 ISO9001 Quality Management Systems
      • 1.63 ISO IEC27001
      • 1.64 ISO IEC3850002:03
      • 1.65 ISO IEC38500 201:00
      • 1.66 New Technologies02:51
      • 1.67 How it All Fits00:59
      • 1.68 Introduction to Management Systems00:45
      • 1.69 Management System01:14
      • 1.70 Roles and Responsibilities of Management01:22
      • 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 Responsibilities00:49
      • 1.74 General Governance Principles00:50
      • 1.75 Importance of Documentation and Basic Requirements for Documentation01:05
      • 1.76 Documentation Best Practices00:48
      • 1.77 Requirements for Resource Management00:58
      • 1.78 The SMS01:44
      • 1.79 Core Concepts of the Service Management System(SMS)01:05
      • 1.80 Objective of Planning and Improving Service Management00:39
      • 1.81 Objective of Planning and Improving Service Management00:57
      • 1.82 Continual Improvement Methodology for Service Management Processes01:14
      • 1.83 PDCA in Service Management01:18
      • 1.84 Plan Service Management00:44
      • 1.85 Planning for Service Management01:03
      • 1.86 Service Management Plan01:00
      • 1.87 Service Management Plan(Contd.)01:07
      • 1.88 Service Management Plan00:59
      • 1.89 Service Management Plan00:39
      • 1.90 Key Principles of Producing and Implementing a Service Management Plan00:15
      • 1.91 Implementing Service Management00:56
      • 1.92 Requirements for Monitoring Measuring Reviewing and Improving the Processes00:24
      • 1.93 Achievement of Objectives02:22
      • 1.94 Comparison Characteristics of Assessments and Audits01:08
      • 1.95 Comparison Characteristics of Assessments and Audits00:51
      • 1.96 Audit Program01:09
      • 1.97 Management Review00:56
      • 1.98 Continual Improvement00:20
      • 1.99 Policy00:34
      • 1.100 Management of Improvement00:46
      • 1.101 Activities to be Carried Out00:36
      • 1.102 Activities to be Carried Out(Contd.)00:43
      • 1.103 Service Design and Transition00:14
      • 1.104 Management Requirements for NewChanged Services01:22
      • 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 Services00:40
      • 1.108 Requirements for Designing NewChanged Services01:02
      • 1.109 Requirements for Designing NewChanged Services(Contd.)00:28
      • 1.110 Requirements for Transitioning NewChanged Services01:12
      • 1.111 Service Delivery Processes and Their Relationships01:09
      • 1.112 Service Level Management Purpose Objectives Scope02:36
      • 1.113 Service Level Management Process Activities02:25
      • 1.114 Service Level Management Terminology03:59
      • 1.115 Service Level Management Key Terms Illustrated02:49
      • 1.116 Service Level Management Designing SLA Structures03:48
      • 1.117 Service Level Management SLA Content01:24
      • 1.118 Service Level Management Service Review01:11
      • 1.119 Service Level Management Service Improvement Program(SIP)01:03
      • 1.120 Service Level Management Interfaces to SLM01:30
      • 1.121 Service Level Management Best Practices01:40
      • 1.122 Service Reporting01:29
      • 1.123 Minimum Requirements02:09
      • 1.124 Service Reporting Interfaces01:07
      • 1.125 IT Service Continuity Management Purpose Objectives Scope01:51
      • 1.126 IT Service Continuity Management Key Terms Explained02:47
      • 1.127 IT Service Continuity Management Key Terms Explained(Contd.)02:03
      • 1.128 IT Service Continuity Management Lifecycle Activities02:30
      • 1.129 Service Continuity Management Interfaces01:56
      • 1.130 Service Continuity Management Best Practices00:41
      • 1.131 Availability Management Process Purpose Objectives Scope02:11
      • 1.132 Availability Management Key Terms Explained02:18
      • 1.133 Availability Management Key Terms Explained(Contd.)01:45
      • 1.134 Availability Management Interfaces01:32
      • 1.135 Availability Management Best Practices00:59
      • 1.136 Budgeting and Accounting for Services Purpose01:01
      • 1.137 Budgeting and Accounting for Services Objectives01:11
      • 1.138 Budgeting and Accounting for Services Scope02:25
      • 1.139 Budgeting and Accounting for Services Activities02:36
      • 1.140 Budgeting and Accounting for Services Benefits01:03
      • 1.141 Budgeting and Accounting Interfaces01:02
      • 1.142 Budgeting and Accounting for Services Best Practices00:57
      • 1.143 Capacity Management Purpose Objectives Scope03:22
      • 1.144 Capacity Management A Balancing Act01:55
      • 1.145 Capacity Management Process Activities06:38
      • 1.146 Capacity Management Sub Processes02:37
      • 1.147 Capacity Management Capacity Plan00:52
      • 1.148 Capacity Management Interfaces00:53
      • 1.149 Capacity Management Best Practices00:48
      • 1.150 Information Security Management Purpose Objectives Scope03:25
      • 1.151 Information Security Management Key Terminology01:52
      • 1.152 Information Security Management Security Framework01:12
      • 1.153 Information Security Management Security Policy01:45
      • 1.154 Information Security Mgmt Information Security Management System(ISMS)01:44
      • 1.155 Information Security Management Interfaces01:52
      • 1.156 Information Security Management Best Practices01:44
      • 1.157 Relationship Processes and Their Relationships00:36
      • 1.158 Relationship Process Relationship02:08
      • 1.159 Business Relationship Management Purpose01:27
      • 1.160 Business Relationship Management Objectives01:55
      • 1.161 Business Relationship Management Scope03:04
      • 1.162 Business Relationship Activities00:15
      • 1.163 Business Relationship Mgmt Role Business Relationship Manager01:05
      • 1.164 Business Relationship Management Interfaces00:45
      • 1.165 Supplier Management Purpose Objectives Scope01:40
      • 1.166 Supplier Management Supplier and Contract Database02:43
      • 1.167 Supplier Management Relationship with Service Level Management01:30
      • 1.168 Supplier Management Supplier Categorisation01:31
      • 1.169 Supplier Management Supplier Categorisation(Contd.)01:02
      • 1.170 Supplier Management Role01:15
      • 1.171 Supplier Management Interfaces01:22
      • 1.172 Supply Chain Relationships01:15
      • 1.173 Resolution Processes and Their Relationships00:37
      • 1.174 Incident Management01:03
      • 1.175 Incident Management Purpose Objectives01:46
      • 1.176 Incident Management Scope and Value to Business04:38
      • 1.177 Incident Management Basic Concepts03:28
      • 1.178 Incident Management Process Flow Activities04:59
      • 1.179 Incident Management Process Interfaces03:24
      • 1.180 Incident Management Best Practices00:58
      • 1.181 Request Fulfillment Process Purpose Objectives02:08
      • 1.182 Request Fulfillment Process Scope Basic Concepts01:08
      • 1.183 Request Fulfillment Interfaces01:44
      • 1.184 Problem Management Purpose Objectives01:21
      • 1.185 Problem Management Scope and Value to Business02:10
      • 1.186 Problem Management Basic Concepts02:39
      • 1.187 Problem Management Process Flow Reactive Problem Management04:25
      • 1.188 Problem Management Process Flow Interfaces with Other Processes02:45
      • 1.189 Problem Management Best Practices01:12
      • 1.190 Control Processes and Their Relationships00:42
      • 1.191 Change Management Purpose Objectives01:04
      • 1.192 Change Management Scope02:05
      • 1.193 Change Management Change Types02:29
      • 1.194 Change Management Remediation Planning00:58
      • 1.195 Change Management Concepts00:52
      • 1.196 Change Management Change Proposals01:02
      • 1.197 Change Management Change Flow03:26
      • 1.198 Change Management Roles in Change Management01:22
      • 1.199 Change Management Change Advisory Board(CAB)01:57
      • 1.200 Change Management 7 R of Change Management01:33
      • 1.201 Change Management Change Metrics02:15
      • 1.202 Change Management Key Challenges01:47
      • 1.203 Change Management Interfaces02:03
      • 1.204 Purpose Objectives and Scope02:09
      • 1.205 Service Asset and Configuration Management Basic Concepts01:27
      • 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 DML01:28
      • 1.210 Service Asset and Configuration Management Basic Concepts Logical Model02:00
      • 1.211 Basic Concepts Relationship Between CMDB CMS and SKMS02:55
      • 1.212 SACM Relationship01:15
      • 1.213 Configuration Management Best Practices and Practical Application00:56
      • 1.214 Release and Deployment Management Purpose Objectives01:55
      • 1.215 Release and Deployment Management Purpose Objectives(contd)00:33
      • 1.216 Release and Deployment Management Scope00:42
      • 1.217 Release and Deployment Management Basic Concepts Release Policy02:45
      • 1.218 Release and Deployment Management Release Unit and Release Package01:57
      • 1.219 Release and Deployment Management Release Types01:02
      • 1.220 Release and Deployment Approaches03:27
      • 1.221 Four phases of Release and Deployment Mgmt02:01
      • 1.222 Release and Deployment Management Relationship00:46
      • 1.223 Release and Deployment Management Best Practices01:28
      • 1.224 Cntrol Process Relationsships00:46
      • 1.225 Role of process new service Deployment01:36
      • 1.226 Case Study00:04
      • 1.227 Introduction00:07
      • 1.228 Introduction00:08
      • 1.229 Introduction00:08
      • 1.230 Exercise00:11
      • 1.231 Exercise00:10
      • 1.232 Exercise00:07
      • 1.233 Exercise00:07
      • 1.234 IT Service Management00:07
      • 1.235 IT Service Management00:11
      • 1.236 Some Constraints00:10
      • 1.237 Some Constraints00:09
      • 1.238 Exercise00:11
      • 1.239 Sample Exam00:05
      • 1.240 Quiz
      • 1.241 Thank You00:04
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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.


Bob Nemeth
Bob Nemeth

Good training based on quality practice sessions.

Nandan Sudarshan
Nandan Sudarshan

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
Bhargav Kowlagi
Bhargav Kowlagi

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


  • 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.

    • 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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