IICTI Certified IT Service Management Professional

Holders demonstrate that they can apply and evaluate service value system design with ITIL 4 and ISO/IEC 20000-1, service portfolio, catalogue and service level engineering, major incident, problem and knowledge management and change enablement and release governance in DevOps contexts, plus 7 further areas, in realistic professional scenarios, as defined in the AQSCERT scheme for IT Service Management Professional.

Who it is for: Professionals working, or preparing to work, in software development roles.

1. 01Service value system design with ITIL 4 and ISO/IEC 20000-19% of the exam

   • Design a service management system aligned to ITIL 4 and certifiable against ISO/IEC 20000-1.
   • Scope: ITIL 4 SVS and value streams, ISO/IEC 20000-1:2018 SMS requirements, integration with COBIT 2019 and VeriSM, tailoring practices to organizational context.
2. 02Service portfolio, catalogue and service level engineering7% of the exam

   • Architect a service portfolio and tiered service level framework tied to business outcomes.
   • Scope: Portfolio rationalization, business and technical catalogue structure, SLA/OLA/UC hierarchies, experience-level agreements (XLAs) and SLO/error-budget alignment.
3. 03Major incident, problem and knowledge management16% of the exam

   • Lead major incident and problem practices that measurably reduce recurrence.
   • Scope: Major incident command and communications, blameless post-incident review, Kepner-Tregoe and causal analysis, known-error lifecycle, KCS v6 knowledge practices.
4. 04Change enablement and release governance in DevOps contexts14% of the exam

   • Evaluate and redesign change enablement to balance delivery throughput with operational risk.
   • Scope: Standard/normal/emergency change models, risk-based and automated approvals, CAB redesign, change failure rate and DORA metrics, release and deployment controls.
5. 05Configuration, asset and dependency management11% of the exam

   • Design a trustworthy configuration and asset data foundation that supports impact analysis.
   • Scope: CMDB data models and CSDM, service mapping and discovery, data quality governance, IT asset and software license management (ISO/IEC 19770).
6. 06Enterprise service management and value stream integration6% of the exam

   • Lead the extension of service management practices across enterprise functions.
   • Scope: ESM extension to HR, facilities and finance, request fulfilment design, service portals and catalog automation, shift-left and self-service strategies.
7. 07Supplier, multi-sourcing and SIAM governance5% of the exam

   • Architect governance for multi-provider service ecosystems with end-to-end accountability.
   • Scope: SIAM models and structural elements, contract and supplier performance management, cross-provider process integration, ISO/IEC 20000 supplier controls.
8. 08Service continuity, availability and capacity management9% of the exam

   • Design continuity, availability and capacity controls that meet agreed business requirements.
   • Scope: Business impact analysis, ISO 22301 alignment, RTO/RPO design, availability modeling, capacity and demand forecasting, resilience testing.
9. 09ITSM metrics, measurement and continual improvement12% of the exam

   • Evaluate service performance and drive evidence-based continual improvement programs.
   • Scope: Balanced KPI/OKR frameworks, CSF-KPI chains, maturity assessment (ITIL MM, CMMI), continual improvement model, value realization reporting.
10. 10AIOps, automation and ITSM platform architecture6% of the exam

    • Architect ITSM tooling and automation strategies, evaluating AI use against risk and value.
    • Scope: Platform selection and architecture (ServiceNow, Jira Service Management), event correlation and AIOps, generative AI for triage and knowledge, workflow orchestration and integration patterns.
11. 11Organizational change, culture and practice leadership5% of the exam

    • Lead service management transformation, securing adoption across people, process and technology.
    • Scope: Stakeholder management, OCM models (ADKAR, Kotter), service ownership and RACI, skills frameworks (SFIA), adoption and behavior change in IT operations.

Question types

Single choice 100%

Delivery

Online (remote proctored), Test centre, On-site (corporate)

Retakes

Up to three attempts within any 12-month period. A 14-day waiting period applies after a first unsuccessful attempt and 30 days after a second. Each retake requires a new booking and fee. Retakes draw a different randomised form from the question bank.

Provisional cut score — psychometric validation is required before live delivery. Blueprint v1.0.

1. 1

   Register

   Create a free account and start the programme.

2. 2

   Practice

   Online practice test (coming soon).

3. 3

   Training

   Optional

   Online course or classroom — or skip it.

4. 4

   Certification

   Independent exam and certification decision.

Training is optional and does not by itself confer certification. Find a training partner