Level 3 Certificate in IT Service Management
The PIMS Level 3 Certificate in IT Service Management develops practical knowledge for managing IT services, incidents, problems, changes and service-support activities. The programme focuses on improving the a...
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Program Overview
The PIMS Level 3 Certificate in IT Service Management develops practical knowledge for managing IT services, incidents, problems, changes and service-support activities. The programme focuses on improving the alignment between technology services and organisational needs.
Participants explore service strategy, service design, operations, service-desk processes, Root Cause Analysis, configuration management, information security and continual service improvement.
What You'll Learn
- IT Service Management Principles
- ITIL Framework Awareness
- Service Quality
- Service Strategy
- Alignment with Business Objectives
- Service Portfolio Awareness
- Service Design Principles
- Service Transition
- Change Management
- Release Management
- Knowledge Transfer
- Service Operations
- Incident Management
- Problem Management
- IT Operations Support
- Continual Service Improvement
- Service Performance Monitoring
- Service Desk Operations
- Customer Support
- Customer Satisfaction
- Root Cause Analysis
- Escalation Procedures
- Resolution Tracking
- Configuration Management
- CMDB Awareness
- IT Asset Tracking
- Information-Security Awareness
- Access Control
- ITSM Capstone Project
Empowering professionals with knowledge, practical understanding and stronger workplace skills.
PIMSWho Should Attend?
This PIMS IT Service Management programme is suitable for IT Support Personnel, Service-Desk Professionals, business professionals seeking ITSM knowledge, learners progressing from Level 2 IT programmes, managers overseeing IT operations and individuals preparing for advanced IT service-management study.
Key Benefits
After completing the programme, learners should be better prepared to:
- Develop practical IT service-management knowledge
- Improve IT support and service-desk operations
- Strengthen incident and problem-management skills
- Understand structured change management
- Improve configuration and asset-management awareness
- Support continual service improvement
- Improve alignment between IT services and business needs
Assessment & Evaluation
- Assessment Type: Written examination, case study and project.
- Format: Multiple-choice questions, short answers, applied case study and ITSM-improvement project.
- Total Questions: 60 theory questions plus 1 case study and 1 project.
- Passing Score: 70%.
- Duration: 2 hours written plus 3 weeks for project submission.
Start Your Professional Learning Journey.
Contact PIMS for information about Level 3 Certificate in IT Service Management, training schedules and enrollment.
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