The Engineer’s Certificate in Service Support


The no-nonsense guide to help engineers understand and adopt the principles and practices of Service Support.

This course includes:

  • 12 hours of video lectures
  • Templates
  • Checklists
  • 3 attempts to write the exam
  • The Engineer’s Certificate in Service Support
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Today’s digital deployments are often large and complex, with business services dependent on dynamic environments. Support teams are expected to ensure high levels of availability and respond rapidly when systems are impacted. Without a professional approach to service support, operational issues will lead to significant disruption of business operations. 

The Engineer’s Certificate in Service Support

Service Support is a collection of inter-related processes to help IT professionals to support IT Services that meet customer expectations.

This self-paced online course introduces the terminology, foundational principles and practices of Service Support. It provides practical guidance on how to address types of work:

  • Incidents
  • Problems
  • Service Requests
  • Changes
  • Assets and Licences
  • Access Control

In addition, it includes a module on Troubleshooting.

It culminates in an online exam which then earns you The Engineer’s Certificate in Service Support.

Oh No! Not Yet Another Framework!

There are already a number of Service Management Frameworks and standards (ITIL, ISO/IEC20000, Microsoft Operations Framework, COBIT, Google’s SRE, Verism and others. This course does not introduce Yet Another Framework, but focuses instead on the generic concepts that are in the public domain. However, you will also learn the merits and drawbacks of each framework and help you decide what to adopt in your organisation.

Intended audience

This course is intended for anyone who forms part of the IT support function, for example:

  • IT Managers
  • Service Managers
  • Service Desk Managers
  • Service Desk Agents
  • Support Technicians
  • System Engineers
  • Software Developers
  • DevOps Engineers

Exam format

Once you have completed all the modules, you will be given an opportunity to complete a fast-paced exam to test your knowledge:

  • 60 multiple-choice questions chosen at random from a bank of 300 questions
  • 60 minutes
  • 3 attempts to write the exam
  • A score of 48/60 (80%) is required to pass the exam
  • This is an open-book exam and you may reference your notes
  • No invigilator is required


Once you have successfully completed and passed the exam, you will automatically receive:

  • The Engineer’s Certificate in Service Support (PDF download)

Learning Outcomes

You will gain an understanding on the practical, no-nonsense methods to provide effective and efficient support to end-users.

Corporate Buyers

While this course is stand-alone, we offer additional consultation to corporate buyers using the 8-fold model. The 8-fold model is a useful mechanism to measure and improve the effectiveness of training. Please contact us for more information.

Course Content