IT Service Management Fundamentals

Programme Summary

IT services create business value when responsibilities, support activities and improvement priorities are coordinated around user needs. This programme introduces service management concepts, service levels, incidents, requests, problems, changes and supporting information. Participants analyse service tickets and an operational scenario to recommend practical workflows, escalation decisions and performance measures, while recognising the interfaces with security, suppliers and business continuity.

Training Objectives

1 Develop understanding of practical IT service management concepts; 2 Connect service activities with business and user needs; 3 Improve distinction between incidents requests problems and changes; 4 Build disciplined support escalation and service reporting practices; 5 Promote coordinated continual improvement across service management teams.

Learning Outcomes

1 Describe a service with users outcomes and responsibilities; 2 Classify supplied tickets as incidents requests or problems; 3 Prioritise service issues using stated impact urgency criteria; 4 Outline a controlled change with approval and recovery; 5 Select service measures and justify an improvement action.

Target Audience

Service Desk Analysts; IT Support Supervisors; Service Coordinators; Application Support Officers; IT Operations Staff; Business Service Owners.

Target Industries

IT Managed Services; Financial Services; Healthcare Administration; Retail; Manufacturing; Education.

Course Contents

• Module 1 Services Value and Responsibilities: Service outcomes users customers and providers; Service management roles and organisational interfaces; Practical use of standards and management frameworks.
• Module 2 Service Definition and Agreements: Service catalogue scope and support commitments; Service levels measures and user expectations; Supplier contributions and internal support responsibilities.
• Module 3 Incident and Request Handling: Restoring service and fulfilling standard requests; Impact urgency and proportionate ticket prioritisation; Escalation communication and accurate closure records.
• Module 4 Problem and Knowledge Management: Recurring incidents and underlying cause investigation; Workarounds known errors and useful support knowledge; Learning from trends without delaying urgent restoration.
• Module 5 Change and Configuration Control: Change risk assessment and approval authority; Implementation verification and recovery arrangements; Assets configuration information and dependency awareness.
• Module 6 Service Protection and Continuity: Availability capacity and performance considerations; Information security and incident response interfaces; Continuity requirements and agreed recovery responsibilities.
• Module 7 Service Measurement and Reporting: Useful service indicators and operational reporting; User feedback supplier performance and review meetings; Avoiding misleading averages and unsupported improvement claims.
• Module 8 Continual Service Improvement: Improvement opportunities and prioritised action backlogs; Owners resources success measures and review dates; Applying concepts to a support scenario.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Closed book; calculator permitted where relevant. Internet and AI assistance prohibited.
• Individual applied assessment (30 minutes): Classify and prioritise supplied service tickets, complete a response and escalation record, and outline a controlled change for a recurring issue. Recommend two useful service measures and one justified improvement action.
• Assessment criteria: Accuracy of ticket classification and prioritisation; Clarity of escalation change approval and recovery controls; Relevance of service measures and improvement justification.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed IT service management fundamentals; it does not confer an external service management qualification or organisational certification.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Basic familiarity with workplace IT services is recommended. No programming, systems administration or prior service management qualification is required.Basic familiarity with workplace IT services is recommended. No programming, systems administration or prior service management qualification is required.Basic familiarity with workplace IT services is recommended. No programming, systems administration or prior service management qualification is required.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Spend 25 minutes reviewing a fictional IT service catalogue and sample support tickets; identify unclear service expectations or ownership.Spend 25 minutes reviewing a fictional IT service catalogue and sample support tickets; identify unclear service expectations or ownership.Spend 25 minutes reviewing a fictional IT service catalogue and sample support tickets; identify unclear service expectations or ownership.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (30 minutes).40 question written exam (60 minutes) and individual applied task (30 minutes).40 question written exam (60 minutes) and individual applied task (30 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance.75% written and 70% applied, passed separately; full attendance.75% written and 70% applied, passed separately; full attendance.