How long is the IT Service Management course?

The course runs approximately 31 hours across 8 modules and 16 lessons, completed online at your own pace.

How much does IT Service Management cost?

The training fee is KES 15,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is IT Service Management certified?

Yes. On passing the final assessment you receive a GLI-branded certificate with QR verification. CCS is NITA-accredited.

IT Service Management | CCS Online Learning

Name: IT Service Management
Price: 15000 KES

This comprehensive professional course equips professionals with the skills, tools and confidence to excel in it service management. Grounded in global best practice and tailored to the African context.

What You Will Learn

✓Align the core principles and frameworks of it service management
✓Design practical tools to real workplace challenges
✓Design and improve current practices in their organisation
✓Design and implement effective approaches with measurable outcomes
✓Analyse ict & digital transformation practice with organisational strategy
✓Implement risk, compliance and governance considerations

Modules

Lessons

31 hours

Duration

🎍 Certificate & NITA Accreditation

On passing the final exam (50 MCQs, 70% pass mark, unlimited retakes) you receive a GLI-branded PDF certificate with QR verification. CCS is NITA-accredited — eligible employers can claim NITA levy reimbursement for this course.

Course Curriculum

8 modules · 16 lessons · Interactive quizzes · Study notes · Practical exercises · Final exam

Module 1: Foundations and Key Concepts

2 lessons · 98 min · 4 hours

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Understanding the Fundamentals

51 min

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Key Concepts and Terminology

47 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Foundations and Key Concepts". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 2: Strategic Context and Environment

2 lessons · 90 min · 4 hours

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Reading the Operating Environment

40 min

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Aligning with Organisational Strategy

50 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Strategic Context and Environment". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 3: Core Frameworks and Tools

2 lessons · 95 min · 4 hours

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▶

Essential Frameworks and Models

52 min

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▶

Practical Tools and Techniques

43 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Core Frameworks and Tools". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 4: Planning and Design

2 lessons · 97 min · 4 hours

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Planning for Success

55 min

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Designing the Approach

42 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Planning and Design". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 5: Implementation and Execution

2 lessons · 103 min · 4 hours

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▶

Executing Effectively

56 min

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Managing Delivery and Stakeholders

47 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Implementation and Execution". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 6: Measurement and Performance

2 lessons · 107 min · 4 hours

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▶

Metrics, KPIs and Dashboards

47 min

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▶

Continuous Improvement

60 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Measurement and Performance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 7: Risk, Governance and Compliance

2 lessons · 96 min · 3 hours

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Managing Risk and Compliance

42 min

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▶

Governance and Accountability

54 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Risk, Governance and Compliance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 8: Leadership, Culture and Sustainability

2 lessons · 111 min · 4 hours

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Leading People and Culture

60 min

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Sustaining Results Long-Term

51 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • IT Service Management requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Leadership, Culture and Sustainability". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Who Should Attend

▸Managers and supervisors responsible for ict & digital transformation
▸Professionals seeking to advance their careers in ict & digital transformation
▸Team leaders and officers in the public and private sectors
▸Anyone transitioning into a ict & digital transformation role
▸Consultants, advisors and practitioners in the field

No prior qualification is required. This course is delivered 100% online and is suitable for professionals across Kenya and the wider African region.

Learning Outcomes

By the end of this course, participants will be able to:

✓Align the core principles and frameworks of it service management
✓Design practical tools to real workplace challenges
✓Design and improve current practices in their organisation
✓Design and implement effective approaches with measurable outcomes
✓Analyse ict & digital transformation practice with organisational strategy
✓Implement risk, compliance and governance considerations

Quick Details

Duration31 hours

Modules8 modules

Lessons16 lessons

LevelProfessional

PriceKES 15,000

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IT Service Management

What You Will Learn

Course Curriculum

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