integratedITSM™ Essentials Course & Examination

integratedITSM™ Essentials Course & Examination

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This three-day certification course provides IT professionals with the essential knowledge required to understand how integratedITSM™ is a key part of a holistic integrated IT service management as a quality system.

The course is focused on two primary areas: the importance of an ‘integrated’ IT service management approach; and the enabling functions, processes, and resources needed to support the operation as well as underpin nine essential IT service management processes. 

Course inclusions:

  • Online access to ITSM Hub's accredited course materials and additional resources
  • Sample exam - interactive exam and PDF version
  • Comprehensive study guide
  • integratedITSM™ Essentials online examination voucher, valid for 12-months 
  • A complimentary exam re-sit if you miss out the first time
  • integratedITSM™ Essentials official publication, available as an eBook - accessible from within your candidate portal
  • A $25 lunch voucher for each day of the course, $75 in total. Provided by Prezzee card and redeemable through multiple outlets.

Review the integratedITSM™ Essentials Candidate Syllabus here

Course Overview

The certification focuses on an ‘integrated’ IT service management model that includes the following major components: IT service management and alignment with a business strategy; process management and process design; the subset of several core processes that are universal to all IT organisations; and the underpinning processes involved with continual service improvements that enable IT organisations to add ever-increasing business value. 

integratedITSM™ and with the addition of describing the business connections within a wider view of integratedITSM™. The course content includes a real-life and very practical view of the important elements your IT organisation needs to consider, define, manage, and deliver to achieve effective and meaningful IT services.  

Practical discussions and exercises are included that profile ‘real-world’ IT service management situations and provide attendees with numerous improvement opportunities that can be applied right away upon returning to the workplace. 

      Learning Outcomes

      Upon successful completion of the course, attendees will understand:

      • A big picture view of the integratedITSM™ System and the concept of ‘systems thinking’
      • How integratedITSM™ enables business value
      • Business process management (BPM) and its significance to IT service management 
      • The meaning of ‘process management’ and the components of inputs, throughputs/activities, outputs, and metrics, as well as key integrations
      • A real-world view of the 9 building blocks of every process and how to apply them to each of these specific processes: business relationship management, service level management, IT asset management, configuration management, incident management, problem management, request management, change management, and release and deployment management. 

      The integratedITSM™ Designation Scheme

      This certification course is part of Professional Designations’ new designation scheme for integratedITSM™ and is required to achieve the following designations: 

      • integratedITSM™ Champion 
      • integratedITSM™ Professional 
      • Organisational Change Management Architect™ 
      • IT Business Relationship Management Architect™ 
      • Value Stream Mapping Architect™ 
      • IT Performance & Improvement Management Architect™

        Who should attend

        This certification course is suitable for anyone working in IT or in roles that interact with IT. Additionally, candidates whose organisations are seeking ISO/IEC 20000 certification will find this certification a compatible and valuable introduction to the standard.


        There is no prerequisite for this course. 

        Exam & Certification

        The exam is offered through Professional Designations (PDC) and to obtain certification, attendees must write and pass the exam as follows. The exam is included in the course fee and will be provided on the first day of the course.

        • Duration: 60 minutes
        • Questions: 40 multiple-choice questions, closed book
        • Pass mark: 65% (26 questions correct out of 40 questions)
        • Supervised: Yes
        • Format: Online

        Course Material & Inclusions

        Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under ITSM Hub’s Terms of Use.

        • Course workbooks/slideshow for students to download, or view on laptop or tablet devices
        • integratedITSM Essentials practice exam
        • Course reference and exam guidance materials

        Our virtual instructor-led classes include a $25 lunch voucher for each day, this means you can get your lunch organised whether you do it from home or the office. The voucher is provided via email on the first morning of the course ($75 for 3-day course).

        integratedITSM™ Essentials online exam voucher, provided by Professional Designations (PDC) - global examination provider

        Plus a complimentary integratedITSM™ Essentials exam re-sit if you miss out on passing your certification the first time.

        The integratedITSM™ Essentials official publication eBook is included with your exam voucher, which you will be able to download through the Professional Designations portal. 

        After completion of this course, you may apply for self-directed learning PDUs through PMI. A letter of attendance is available upon request. 

        An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

        Mary W.

        Satisfied Customer