The Manager’s Certificate in Creating Value

R12 500

This short course provides managers with the principles and practices of Service Management.

This course includes:

  • 16 hours of video lectures
  • Templates
  • Checklists
  • Sample Policies
  • Exam
  • Manager’s Certificate in Service Management


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 delivery, disruptions to business operations are significant (and avoidable).

The Manager’s Guide to Service Management

Service Management is an integrated, sustainable and commercially-sensitive approach to help IT professionals to meet customer expectations.

This self-paced online course introduces the terminology, foundational principles and practices of Service Management. It culminates in a short online exam which then entitles you to The Manager’s Certificate in Service Management.

What makes this course useful is that it focuses on the Managers Perspective, and includes techniques and methods to competently manage and deliver services that create value for customers.

Oh No! Not Yet Another Framework!

There are already a number of Service Management Frameworks and standards (ITIL, ISO/IEC20000, Microsoft Operations FrameworkCOBIT, Google’s SRE, Verism and others. This course does not introduce Yet Another Framework, but focuses instead on the established and emerging concepts that are in the public domain.

Intended audience

This course is intended for people who want to improve Service Support and Service Delivery in the IT Management realm, for example:

  • IT Managers
  • Product Managers
  • Service Desk Managers
  • Service Delivery Managers
  • Service Support Managers
  • Application Support Managers
  • Software Development Managers
  • Business Relationship Managers


Once you have completed all the lectures, 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
  • Maximum of 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 a:

  • The Manager’s Certificate in Service Management

Learning Outcomes

You will gain an understanding on “the big picture” of how to provide consistent service delivery to your stakeholders.