Level 3 Certificate in IT Service Management
The Level 3 Certificate in IT Service Management offered by OXQUAL develops practical knowledge of managing IT services, incidents, problems, changes and service-support activities. The programme introduces recognised IT service-management concepts while focusing on alignment bet...
About this qualification
The Level 3 Certificate in IT Service Management offered by OXQUAL develops practical knowledge of managing IT services, incidents, problems, changes and service-support activities. The programme introduces recognised IT service-management concepts while focusing on alignment between technology services and business needs.
Career-focused
Develop relevant skills and knowledge that can support your next professional step.
What you'll cover
Key topics covered in this OXQUAL programme include:
- IT Service Management Principles
- ITIL Framework Awareness
- Service Quality
- Service Strategy
- Alignment with Business Objectives
- Service Portfolio Awareness
- Service Design Principles
- Service Transition
- Change Management
- Release Management
- Knowledge Transfer
- Service Operations
- Incident Management
- Problem Management
- IT Operations Support
- Continual Service Improvement
- Service Performance Monitoring
- Service Desk Operations
- Customer Support
- Customer Satisfaction
- Root Cause Analysis
- Escalation Procedures
- Resolution Tracking
- Configuration Management
- CMDB Awareness
- IT Asset Tracking
- Information-Security Awareness
- Access Control
- ITSM Capstone Project
Who it's designed for
This OXQUAL programme is suitable for:
- IT Support Personnel
- Service-Desk Professionals
- Business Professionals seeking ITSM knowledge
- Learners progressing from Level 2 IT programmes
- Managers overseeing IT operations
- Individuals preparing for advanced IT service-management study
What you'll gain
Successful completion of this OXQUAL programme can help learners to:
- Develop practical IT service-management knowledge.
- Improve IT support and service-desk operations.
- Strengthen incident and problem-management skills.
- Understand structured change management.
- Improve configuration and asset-management awareness.
- Support continual service improvement.
- Improve alignment between IT services and business needs.
How this qualification is assessed
The assessment pattern for this OXQUAL programme is outlined below.
- Assessment Type: Written examination, case study and project.
- Format: Multiple-choice questions, short answers, applied case study and ITSM-improvement project.
- Total Questions: 60 theory questions plus 1 case study and 1 project.
- Passing Score: 70%.
- Duration: 2 hours written plus 3 weeks for project submission.
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