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HiQual - UK Business and Administration Management

Level 3 Certificate in IT Service Management

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Overview

This certificate program provides learners with foundational knowledge and practical skills in IT service management. It emphasizes ITIL principles, service delivery, incident management, and customer support. Participants will gain the competence to support IT operations, contribute to service improvement, and ensure alignment between IT services and business needs. The program is designed for individuals beginning their career in IT service management or those seeking to formalize their skills with a recognized qualification.

Qualification Awarding Body

HiQual- UK

​​​Mode of Study

Online

​​​Mode of Exam

Online

Duration

Qualification Time: 350 Hours

Training Schedule

The training schedule will be set according to your available times: one-to-one. No need to wait for a fixed schedule.

Exam Pattern

• Assessment Type: Written exam + case study + project
• Format: MCQs, short answers, applied case study, and ITSM improvement project
• Total Questions: 60 theory + 1 case study + 1 project
• Passing Score: 70%
• Duration: 2 hours (written) + 3 weeks (project submission)
• Certification: Level 3 Certificate in IT Service Management

Study Units

• Introduction to IT Service Management Reviews the role of IT service management, ITIL framework basics, and the importance of service quality.
• Service Strategy and Design Covers aligning IT services with business objectives, service portfolio management, and service design principles.
• Service Transition Explains change management, release management, and knowledge transfer processes.
• Service Operation Focuses on incident management, problem management, and day‑to‑day IT operations.
• Continual Service Improvement Reviews methods for monitoring, measuring, and improving IT services.
• IT Service Desk and Customer Support Introduces service desk functions, communication skills, and customer satisfaction strategies.
• Incident and Problem Management Explains root cause analysis, escalation procedures, and resolution tracking.
• Change and Configuration Management Covers change control, configuration management databases (CMDB), and asset tracking.
• Information Security in IT Service Management Reviews security policies, access control, and compliance with IT security standards.
• Capstone Project in IT Service Management

Learning Outcomes

• Builds foundational knowledge of IT service management principles
• Enhances ability to support IT operations and customer service
• Strengthens skills in incident, problem, and change management
• Provides tools for continual service improvement and ITIL alignment
• Offers recognized certification to support career progression in IT service management

Who Should Enrol?

• IT support staff and service desk professionals
• Business professionals seeking IT service management specialization
• Learners progressing from Level 2 IT or business programs
• Entrepreneurs and managers overseeing IT operations
• Individuals preparing for higher‑level IT service management or ITIL qualifications

​Certification

Successful candidates receive a certificate from the HiQual - UK.

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