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School of Continuing Studies | University of Toronto

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Certificate in IT Service Management (ITSM)

Important Certificate Information

The decision has been taken to discontinue the Certificate in IT Service Management (ITSM).

The emergence of a growing IT paradigm in service management emphasizes the convergence of enterprise business management and IT service management, which is embodied in this School’s new Certificate in Business Information Technology management (or BITM).

For those of you who are part way through the ITSM certificate:

SCS 2686 Foundations of IT Service Management (ITSM) will be recognised as equivalent to BITM’s SCS 2744 Foundations of Business Information Technology Management

SCS 2687 ITSM Organization and Implementation will be recognised as equivalent to BITM’s SCS 2745 Leadership and Management of Business Information Technology in Enterprises and Organizations

SCS 2688 ITSM Tools and Techniques will be recognised as equivalent to BITM’s SCS 2746 Tools, Techniques and Applications of Business Information Technology Management

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.

Required Courses

SCS 2686 Foundation of IT Service Management (ITSM)
SCS 2687 ITSM Organization and Implementation
SCS 2688 ITSM Tools and Techniques 

Certificate Requirements

  • 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.

Upon completion of your certificate requirements, you must request your certificate by submitting a Certificate Request Form. Click here to complete the form online or download the PDF version here.