Certificate in IT Management Processes (CITMP)

IT Management and Cyber Security October 25, 2025
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Introduction

The Certificate in IT Management Processes (CITMP) course is designed for aspiring and current IT managers who need to master the practical application of key IT operational frameworks beyond just foundational knowledge. This program delves into the detailed mechanics of critical processes like Service Level Management, Availability, Capacity, and Financial Management. Participants will learn how to design, implement, measure, and optimize these processes to ensure high-quality service delivery that meets explicit business requirements. The focus is on moving from theoretical concepts to actionable, measurable, and repeatable management practices within an enterprise IT environment.

Objectives

Upon completion of this course, participants will be able to:

  • Design and negotiate effective Service Level Agreements (SLAs).
  • Implement robust Capacity Management plans to meet future demand.
  • Develop and maintain an effective IT Service Catalogue.
  • Apply financial management techniques for cost optimization and budget control.
  • Establish effective Availability Management to meet business uptime targets.
  • Manage suppliers and contracts to ensure third-party compliance and performance.
  • Define key performance indicators (KPIs) and metrics for all core processes.
  • Structure and manage a formal Problem Management program to eliminate root causes.

Target Audience

  • IT Managers and Team Leaders
  • Process Owners and Process Managers
  • Service Delivery Managers and Coordinators
  • Experienced IT Professionals transitioning into management roles
  • Quality Assurance and Compliance Auditors
  • Business Analysts and IT Consultants

Methodology

  • Case studies focused on process failure and recovery
  • Group activities to design an SLA for a new business service
  • Individual exercises in calculating MTBF and MTRS
  • Role-playing complex vendor negotiation scenarios
  • Workshops on developing a financial chargeback model

Personal Impact

  • Mastery of core IT processes for managerial success.
  • Ability to translate business needs into measurable IT requirements.
  • Enhanced leadership and decision-making skills.
  • Improved organizational and process design competency.
  • Recognition as a certified IT process practitioner.

Organizational Impact

  • Achieving operational excellence and high-quality service.
  • Reduction in process-related inefficiencies and bottlenecks.
  • Improved governance and control over IT operations.
  • Stronger contract management and vendor performance.
  • Clearer visibility into IT costs and resource allocation.

Course Outline

Unit 1: Service Strategy and Portfolio Management

1.1 Service Portfolio and Catalogue
  • Defining the Service Portfolio: pipeline, catalogue, and retired services.
  • Structuring and maintaining the IT Service Catalogue.
  • The relationship between the catalogue and service offerings.
  • Communicating service value to the business.
1.2 Demand and Financial Management
  • Analyzing and forecasting IT service demand.
  • Developing IT cost models and chargeback mechanisms.
  • Budgeting and cost control techniques for IT services.
  • Value assessment and justifying IT investments.

Unit 2: Service Level and Contract Management

2.1 Designing Service Level Agreements (SLAs)
  • Establishing service requirements with business stakeholders.
  • Components and structure of robust SLAs, OLAs, and UCs.
  • Monitoring, reporting, and reviewing service performance.
  • Managing stakeholder expectations and handling breaches.
2.2 Vendor and Supplier Management
  • Supplier categories and relationship management.
  • Contract negotiation and administration essentials.
  • Monitoring supplier performance against defined terms.
  • Managing risks associated with third-party service providers.

Unit 3: Capacity and Availability Management

3.1 Capacity Management Planning
  • Business, service, and component capacity planning.
  • Modeling, predicting, and tuning IT resources.
  • Managing resources to meet current and future demand.
  • Performance monitoring and trending.
3.2 Availability Management Implementation
  • Defining availability, reliability, maintainability, and serviceability.
  • Calculating mean time between failures (MTBF) and mean time to restore service (MTRS).
  • Designing for resilience and fault tolerance.
  • Implementation of proactive failure detection mechanisms.

Unit 4: Operational Processes Deep Dive

4.1 Advanced Problem Management
  • Techniques for root cause analysis (RCA), including Kepner-Tregoe and 5 Whys.
  • Managing known errors and workaround procedures.
  • Proactive problem identification and prevention.
  • Integration with Incident and Change Management.
4.2 Change and Release Management Control
  • Designing an effective Change Advisory Board (CAB) structure.
  • Emergency change procedures and authorization.
  • Release planning, testing, and deployment strategies.
  • Post-implementation review (PIR) best practices.

Unit 5: Measurement, Metrics, and Optimization

5.1 Process Measurement and Reporting
  • Developing Critical Success Factors (CSFs) and Key Performance Indicators (KPIs).
  • Selecting appropriate metrics for process effectiveness.
  • Service reporting and presentation techniques.
  • Using data to drive management decisions.
5.2 Continual Service Improvement (CSI)
  • Embedding the CSI register into daily operations.
  • Benchmarking IT services against industry standards.
  • Conducting effective process audits and reviews.
  • Prioritizing improvement initiatives based on value.

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