Certificate in IT Service Management (ITSM)
The technological solutions and services available to large businesses today are more comprehensive and feature-rich than ever before. Integrating these solutions on an enterprise-wide scale in the pursuit of improved service management, involving the alignment of IT professionals, managers, processes and resources with business goals to achieve desired results for customers, is a major undertaking requiring managed the collaboration among many stakeholders in the organization to truly add value to its customers.
The ITSM certification program at U of T introduces the basic and advanced concepts of IT Service Management as described in the IT Infrastructure Library (ITIL). The courses offered in this certificate program will allow learners to:
Gain practical skills to identify inefficiencies in IT operations and the impact of these inefficiencies on the company’s business objectives
Identify and agree on possible solutions to these inefficiencies.
Learn how to go about establishing an ITSM organizations
Become familiar with key ITSM principles, tools and guidelines for their selection and implementation
Prepare for the ITIL V3 Foundation certification exam
Acquire valuable insights from instructors and mentors who have actually managed IT operations and ITSM programs.
- This certificate requires the successful completion of the 3 required courses.
- Students have two years from the start date of their first course to complete the certificate.
Course 1: Foundation of IT Service Management (ITSM) (36 hrs): The course is designed as an introduction to ITSM and enables the learners to understand how an integrated ITSM framework can be utilized to achieve IT business integration, cost reductions and increased productivity. The course will present the best practices framework for IT service management and covers the IT Service Management Lifecycle as outlined in ITIL’s V3 five core books – Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The course will also prepare students to take the ITIL foundation certificate exam.
Course 2: ITSM Organization and Implementation (36 hrs): This course provides a structured and logical frameworkfor building an effective organization that supports and complements ITIL best practices. The course is divided into the following 3 areas: Organizational Strategy, ITIL Project and Process management and Service quality.
Pre-Requisite : ITIL V3 Foundation and Certification or completion of the 1st course
Course 3: ITSM Tools and Techniques (36 hrs): This course introduces key ITSM tools and guidelines for their selection and implementation. learners will gain practical experience adopting ITIL v3 best practices to formulate a roadmap for successful organizational transformation while delivering an effective and efficient service to your key stakeholder.
Pre Requisite: ITSM Organization and Implementation
Who Should Attend
This program is designed for senior IT and business executives, IT management and staff, consultants, project managers, customer service and IT support/helpdesk staff and others working in IT services requiring more information about the ITSM and ITIL best practice framework. Or, non-IT professionals who are interested in knowing more about ITSM/ITIL and/or are interested in making a career change. Individuals who are ITIL V2 certified and wish to upgrade their knowledge can also benefit from this program. There are no mandatory prerequisites to start the program. Work experience in IT services is recommended.