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IT Service Management

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For a smarter way to further your IT service management career

BCS, The Chartered Institute for IT, understands the support required for IT processes like service desks, problem management, configuration management and service level management.

That's why we offer a full range of support to help IT professionals gain the knowledge, skills and competencies they need to deliver a quality service and further their service management career:

  • Full portfolio of IT Service Management Certifications including the ITIL® framework, and our own Specialist Certifications
  • Associate membership of the Institute for all successful candidates
  • Access to like-minded individuals in our Service Management Specialist Group
  • Access to our reflective learning approach and online Continuing Professional Development portal
  • Career path framework and pathway to Chartered IT Professional status
  • Identify your skills and where to go next with our IT skills framework SFIAplus

ITIL® is a Registered Trade Mark of AXELOS Ltd.

  • Foundation

  • Specialist

    • Service Desk & Incident Management

      This certificate provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving a service desk and the management of incidents. We are pleased to announce that we have updated the Service Desk & Incident Management syllabus which will take effect from 1 March 2012. The updated Service Desk & Incident Management Syllabus Version 1.5 is now available for download.
    • Change Management

      This certificate provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the prioritising and assessing of changes, authorising changes, managing the building, testing and implementation of changes, reviewing changes and the planning and implementation of the change process. We are pleased to announce that we have updated the Change Management syllabus which will take effect from 1 March 2012. The updated Change Management Syllabus Version 1.5 is now available for download.
    • Service Level Management

      This certificate provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the compilation of a Service Catalogue, identification of service level requirements, construction of Service Level Agreements following negotiation with the customers, reviewing of service performance and implementing and managing service improvement plans or programmes. We are pleased to announce that we have updated the Service Level Management syllabus which will take effect from 1 March 2012. The updated Service Level Management Syllabus Version 1.5 is now available for download.
    • Business Relationship Management

      This certificate provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving Business Relationship Management. We are pleased to announce that we have updated the Business Relationship Management syllabus which will take effect from 1 March 2012. The updated Business Relationship Management Syllabus Version 1.5 is now available for download.
    • Problem Management

      This certificate provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving the management of problems. We are pleased to announce that we have updated the Problem Management syllabus which will take effect from 1 March 2012. The updated Problem Management Syllabus Version 1.5 is now available for download.
    • Supplier Management

      This certificate provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in identification, selection, contracting, monitoring, reporting, and managing of suppliers. We are pleased to announce that we have updated the Supplier Management syllabus which will take effect from 1 March 2012. The updated Supplier Management Syllabus Version 1.5 is now available for download.
  • Intermediate

    • ITIL® Lifecycle Modules

      If you are seeking a management / team leader role in your company that requires a broad management focus of ITIL® practice areas and work across teams or manage multiple capability areas, the Service Lifecycle modules will be of interest to you.
    • ITIL® Capability Modules

      If you are looking to gain intense, specialised, process-level knowledge in one or more process, with focus on the day-to-day execution of ITIL® practices, the Service Capability modules will be of interest to you.
    • ITIL® Managing Across the Lifecycle

      The Managing Across the Lifecycle Certificate is the last in the Intermediate series of modules and provides candidates with the knowledge needed to implement and manage the skills associated with the use of the Lifecycle practices.
  • Higher

    • ITIL® Master Certificate

      This certification program has been designed to enable candidates to outline an initial idea or “Proposal” for business improvement and demonstrate the effectiveness of the solution and its benefits to the business in a portfolio of information and evidence - the “Work Package”. The completion of these components is then verified and can be elaborated upon through a personal “Interview” with an assessment panel.

Career path

The career path diagram illustrates the potential career progression you can make in IT service management. It recognises the importance of certification and experience, and provides a high level alignment with SFIAplus and the Institute’s membership grades.

View the career path diagram (PDF)