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IT Service Manager
IT Service Managers are responsible for overseeing the delivery of IT services, ensuring they meet the organization’s needs and standards. They play a crucial role in managing IT service processes, people, and technologies to deliver efficient and reliable IT support.
Key Tasks of an IT Service Manager
Improve Delivery, Align Services
Work to improve service delivery, and design services to meet business requirements.
Manage Service Processes
Implement and manage service processes, including incident and change management.
Align IT Services with Business
Liaise with business units and customers to understand IT needs and align services.
Lead the IT Team
Lead and develop the IT service team to deliver high-quality service.
Service Performance Monitoring
Continuously monitor and evaluate service performance to drive improvement.
Essential Skills
IT Service Management Expertise
Proficiency in IT service management practices, akin to those found in ITIL, empowers managers to ensure effective service delivery.
Leadership and Management
IT service managers must have strong leadership skills to manage and motivate the IT service team.
Communication Skills
IT service managers possess excellent communication abilities to interact with various stakeholders and manage customer expectations.
Strategic Planning
The ability to align IT services with organizational goals and create effective service strategies is vital for successful IT service managers.
Problem-Solving and Decision-Making
Quick and effective decision-making helps resolve incidents and prevent recurring service disruptions.
Where It All Starts

ITIL 4 Foundation is the first step on your ITIL journey.

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ITIL 4 Foundation is the essential starting point for most ITIL certifications, providing the core knowledge needed to progress into advanced certifications. This certification equips you with foundational knowledge of the key concepts, principles and practices of ITSM.
Τhe Building Blocks for the Role
Enhance your skills in designing, delivering and managing digital products and services. Upgrade your strategy, manage issues effectively and foster a culture of continuous improvement. Core topics
  • Deliver stable digital services
  • Improve service performance
  • Resolve incidents efficiently
  • Enable value co-creation
  • Support continual improvement
Learn to optimise workflows, manage organisational change and align business and IT strategies, while promoting collaboration and continuous improvement. Core topics
  • Align IT with business goals
  • Lead improvement initiatives
  • Apply Agile and Lean practices
  • Plan for long-term value
  • Drive organizational progress
A combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management. Core topics
  • Monitor service health
  • Deliver effective support
  • Resolve incidents quickly
  • Improve response time
  • Ensure service continuity
Additionally Recommended
A combined module that covers the key concepts of 5 key ITIL practices: Change Enablement, Deployment Management, Release Management, Service Configuration Management, and IT Asset Management. Core topics
  • Manage IT changes effectively
  • Implement services securely
  • Track IT assets with clarity
  • Control service configurations
  • Reduce change-related risks
A combined module that covers the key concepts of 5 ITIL Practices: Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Information Security Management. Core topics
  • Manage service relationships
  • Assure service quality
  • Enable supplier performance
  • Improve stakeholder trust
  • Embed improvement mindset
Explore strategies for tackling sustainability challenges in digital and IT strategies, operations, and tactics. Core topics
  • Promote sustainable IT practices
  • Align with ESG frameworks
  • Reduce digital waste
  • Improve resource efficiency
  • Support green innovation