IICTI Certified IT Service Manager

Holders demonstrate that they can apply and evaluate service value system and value stream design, iSO/IEC 20000-1 service management system implementation, service level, experience and XLA engineering and major incident command and advanced problem management, plus 7 further areas, in realistic professional scenarios, as defined in the AQSCERT scheme for IT Service Manager.

Who it is for: Professionals working, or preparing to work, in project management roles.

1. 01Service value system and value stream design8% of the exam

   • Design service value streams and an operating model that align IT services to business outcomes.
   • Scope: ITIL 4 service value system and value chain, value stream mapping for service journeys, guiding principles, operating model design, service ownership and RACI across product and platform teams.
2. 02ISO/IEC 20000-1 service management system implementation7% of the exam

   • Lead the implementation and audit readiness of an ISO/IEC 20000-1 conformant service management system.
   • Scope: ISO/IEC 20000-1:2018 clauses and scope definition, SMS policy and objectives, internal audit and management review, certification readiness, integration with ISO/IEC 27001 and ISO 9001.
3. 03Service level, experience and XLA engineering8% of the exam

   • Design service level and experience frameworks that measure what users actually value and drive accountability.
   • Scope: SLA, OLA and underpinning contract hierarchy, experience level agreements (XLAs), SLOs and error budgets, service catalogue and portfolio design, sentiment and digital experience telemetry.
4. 04Major incident command and advanced problem management14% of the exam

   • Lead major incidents and problem investigations to restore service rapidly and eliminate recurring causes.
   • Scope: Major incident roles and command structure, swarming vs tiered support, Kepner-Tregoe and causal analysis, known error database, blameless post-incident reviews, trend and proactive problem analysis.
5. 05Change enablement and release governance for continuous delivery10% of the exam

   • Design change governance that reduces risk while enabling high-frequency delivery.
   • Scope: Risk-based change models, standard change automation, peer review replacing CAB, change failure rate and DORA metrics, deployment gates, release and deployment management in CI/CD pipelines.
6. 06SIAM, supplier and multi-sourcing governance7% of the exam

   • Architect and govern multi-supplier service ecosystems with clear end-to-end accountability.
   • Scope: SIAM Body of Knowledge, service integrator role, end-to-end SLAs across suppliers, contract and performance management, supplier risk, collaboration agreements, exit and transition planning.
7. 07Service continuity, availability and capacity management8% of the exam

   • Evaluate and assure service resilience and capacity against business continuity requirements.
   • Scope: ISO 22301 and business impact analysis, RTO/RPO design, availability modelling (MTBF, MTRS), resilience and failover testing, capacity and demand modelling, performance trend analysis.
8. 08Service financial management and technology business management8% of the exam

   • Evaluate service cost and value to support investment, pricing and rationalisation decisions.
   • Scope: TBM taxonomy and cost models, chargeback and showback, FinOps Framework for cloud services, service costing and pricing, business cases and benefits realisation.
9. 09ITSM platform architecture, CMDB and AIOps automation13% of the exam

   • Architect ITSM platforms and data models that enable automation, accurate service insight and knowledge reuse.
   • Scope: CMDB and Common Service Data Model, service mapping and discovery, ServiceNow and Jira Service Management architecture, AIOps event correlation, GenAI virtual agents, Knowledge-Centered Service (KCS v6).
10. 10Regulatory, risk and control governance for IT services9% of the exam

    • Evaluate IT service governance and controls against regulatory obligations and enterprise risk appetite.
    • Scope: COBIT 2019 governance and management objectives, ISO 31000 risk management, NIS2 and EU DORA ICT risk and third-party requirements, GDPR obligations, audit evidence and control testing.
11. 11Service performance measurement and continual improvement8% of the exam

    • Lead a continual improvement programme that uses measurement to prioritise and verify service gains.
    • Scope: Balanced scorecards and KPI hierarchies, ITIL Maturity Model and capability assessment, continual improvement register, benchmarking, Lean and value-stream optimisation, executive service reporting.

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