Service Management Blog

ITSM Certifications: A Beginner’s Guide

Laura Shiff
9 minute read
Laura Shiff

ITSM stands for IT Service Management, which is the entirety of all IT-related activities in an organization, including planning, designing, delivering, operating, and controlling. ITSM is very customer-focused, with a big emphasis on measuring and improving processes.

Outside of learning necessary strategies and skills for ITSM through your current position, you can also enhance what you already know or learn something new entirely by getting an ITSM certification. These certifications are designed to demonstrate your ability of aligning business strategy to information technology.

When considering which ITSM certification to choose, there are a wide variety to research, each one suitable for different skill levels and job roles. To assist you in your search, we put together a list of some of the top ITSM certifications as well as the skills you will learn by obtaining them.

ITIL Certifications

ITIL Certification is the most common and important cross-platform certification for ITSM. The ITIL certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. This tiered structure offers flexibility for candidates relating to their specific focus of discipline as well as key areas of interest.

There are four certification levels within the ITIL 4 scheme:

  • Foundation
  • ITIL 4 Managing Professional
  • ITIL 4 Strategic Leader
  • Master

Although ITIL v3 is still applicable, it will eventually be discontinued after the full transition to ITIL 4 takes place.

ITIL Foundation

The ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at ITSM through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. This certification can help those who require a basic understanding of the ITIL framework, those who want to use ITIL to enhance ITSM, or those whose organization has adopted ITIL.

What you will learn:

  • A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
  • The guiding principles of ITIL 4
  • The four dimensions of Service Management
  • Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
  • How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current processes

ITIL 4 Managing Professional

The ITIL 4 Managing Professional certification (ITIL MP) is a stream of four different modules:

  • ITIL 4 Specialist Create, Deliver and Support
  • ITIL 4 Specialist Drive Stakeholder Value
  • ITIL 4 Specialist High Velocity IT
  • ITIL 4 Strategist Direct Plan and Improve

This certification provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. It covers the core service management activities and focuses on all types of engagement interaction between a service provider and their customers, users, suppliers and partners.

What you will learn:

  • How to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market
  • Support IT-enabled products and services while also covering supporting practices, methods and tools
  • Tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
  • Working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing
  • Practical skills necessary to create a ‘learning and improving’ IT organization

ITIL 4 Strategic Leader

The ITIL4 Strategic Leader certification (ITIL SL) is a stream of two different modules:

  • ITIL 4 Strategist Direct Plan and Improve
  • ITIL 4 Leader Digital and IT Strategy.

This certification demonstrates that the candidate has a clear understanding of how IT influences and directs business strategy. It provides strategies for current and aspiring IT leaders to build and implement digital ideas that can face new technological challenges and drive success.

What you will learn:

  • Practical and strategic elements of managing teams of all levels along with methods of planning and delivering continual improvement with agility
  • Alignment of digital business strategy with IT strategy
  • How disruption from new technologies are impacting organizations in every industry
  • How to respond to new innovations

ITIL Master Certificate – IT Service Management

The ITIL Master certification validates the candidate’s ability to apply the principles, methods, and techniques from ITIL in the workplace.

To achieve the ITIL Master certification, the candidate must be able to explain and justify how they have personally selected and applied a range of knowledge, principles, methods and techniques from the ITIL Framework and supporting management techniques to achieve desired business outcomes in one or more practical assignments.

HDI Certifications

HDI utilizes partnerships to educate thousands of organizations on how to improve their customer service and service management performance. Each HDI Certification reflects the level of knowledge required for specific roles, from careers just starting out in the industry to more advanced positions requiring multiple promotions.

HDI Customer Service Representative

The HDI Customer Service Representative certification  verifies that the IT professional is knowledgeable in the skills required to provide exceptional customer service and support, whether in a call center or a support center. This certificate ensures that the candidate understands how to not only anticipate a customer’s needs but also how to meet them and exceed their expectations.

What you will learn:

  • Critical thinking skills to resolve incidents quickly and consistently
  • Active listening skills and effective communication strategies
  • How to identify and defuse challenging customer behavior
  • An awareness of the core processes and best practices used in service and support

HDI Support Center Analyst

The HDI Support Center Analyst certification validates that the candidate knows how to provide the highest quality of customer care with every service interaction. This certification focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process.

What You Will Learn

  • The process of incident management, from detection and recording to closure
  • Critical thinking skills to resolve incidents quickly and consistently
  • The value of service management processes and the role they play in providing quality support
  • An awareness of the core help desk processes and best practices
  • Valuable active listening skills and effective communication strategies
  • Proven techniques for improving customer interactions
  • Effective support center strategies for managing difficult customers

HDI Desktop Advanced Support Technician

The HDI Desktop Advanced Support Technician certification validates that the IT professional possesses the required best practice knowledge and skills to provide quality technical support and guidance to stakeholders. This certification focuses on the integral role and value of a desktop advanced support technician throughout all areas of the support organization.

What you will learn:

  • The importance of understanding the business supported and how to partner with stakeholders across the organization to drive performance and efficiencies
  • The art of advocacy and how to use effective business relationship management skills to communicate effectively and enhance the customer experience
  • Understand the differences between trouble-shooting and problem solving and acquire tried and true approaches for resolving root problems
  • Valuable active listening skills and effective communication strategies, along with effective strategies for managing challenging behaviors and situations

HDI Support Center Team Lead

The HDI Support Center Team Lead certification ensures that the candidate has the necessary leadership skills to provide operational support to the organization and the coaching skills necessary to promote staff development. This certification is designed to help support professionals develop fundamental management and leadership skills.

What you will learn:

  • The importance of service level agreements and operational level agreements
  • The ITIL® processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators

HDI Support Center Manager

The HDI Support Center Manager certification validates that the candidate has the required knowledge and skills to successfully manage both the tactical and operational components of a support organization. This certification focuses on how managers can satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

What you will learn:

  • Characteristics of an effective support center manager
  • How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
  • The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment
  • The relationships between IT service management processes
  • The difference between and the importance of strategic, tactical, and operational planning
  • Benefits and challenges of self-service technologies
  • Processes for building and managing effective security policies
  • Staffing models
  • The value of outsourcing
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators essential to performance reporting

HDI Desktop Support Manager

The HDI Desktop Support Manager certification ensures that the IT professional has the skills needed to responsibly execute the operational and tactical plans of desktop support, while satisfying customer and business needs. This certification is appropriate for both new and experienced desktop support managers.

What you will learn:

  • Characteristics of an effective desktop support manager
  • How to create and deliver on service level agreements and operating level agreements
  • How to align desktop support services with business strategy, objectives, and processes
  • The importance of the relationships among IT service management processes
  • Tactics for screening, hiring, training, and leading high-performance teams
  • How to create an internal marketing culture to promote your desktop support services
  • The metrics and key performance indicators essential to desktop support performance reporting

HDI Support Center Director

The HDI Support Center Director certification verifies that the support professional has the knowledge and skills needed to lead the service and support organization while increasing business value. This certification focuses on the development and execution of strategic plans that will take the organization to the next level.

What you will learn:

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize return on investment
  • Twelve step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • How to align support strategies with business goals and objectives
  • Knowledge management processes that can save you time and money
  • Strategies for workforce management, coaching, team building, and succession planning
  • How to justify a service improvement project with a business case
  • Valuable reporting tools: balanced scorecard, morning report, and executive brief
  • Selecting the right leading and lagging indicators

HDI Problem Management Professional

The HDI Problem Management Professional certification is intended for those who wish to gain a working knowledge of industry best practices related to problem management. This certification focuses on skills needed to plan and implement reactive and proactive problem management.

What you will learn:

  • Best practice frameworks and standards for ITSM
  • What service restoration is, in terms of incident and problem management
  • The problem management activity flow
  • The importance of detection, prioritization, and categorization
  • Methods for investigation and diagnosis
  • The roles and responsibilities of the problem management professional
  • Problem management process relationships
  • The interdependencies between incident and problem management
  • The relationships between knowledge management, known errors, and workarounds
  • Proven methodologies for conducting root cause analysis
  • The differences between reactive and proactive problem management
  • Critical success factors and key performance indicators for problem management
  • The problem management road map and how to use it in your organization

KCS Foundation

The KCS Foundation certification validates that the IT professional has an awareness of knowledge management best practices and concepts of the KCS methodology. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.

What you will learn:

  • Knowledge management best practices
  • Knowledge-Centered Service concepts and methodology
  • The value and benefits of adopting Knowledge-Centered Service

KCS Principles

The KCS Principles certification validates that support center professionals possess the understanding of the Knowledge-Centered Service (KCS SM) methodology. This certification focuses on implementing the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.

What you will learn:

  • How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
  • A process for monitoring the quality of knowledge
  • Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
  • How you can minimize or eliminate the need for a knowledge engineering function
  • How to articulate the value of knowledge management practices for your organization
  • A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
  • How to identify and avoid the common pitfalls associated with knowledge management

CompTIA Certifications

CompTIA is one of the top tech associations in the world, serving as both an action leader and a thought leader for IT and tech companies. CompTIA certifications are recognized world-wide, setting industry standards and encouraging continuing education for life.

CompTIA A+

The CompTIA A+ certification is an industry standard for new professionals interested in starting a career in IT. This certification verifies that the candidate is able to support today’s core technologies such as security, cloud, data management, and more.

What you will learn:

  • Identifying, using, and connecting hardware components and devices
  • Explain types of networks and connections including TCP/IP, WIFI and SOHO
  • Troubleshoot PC and mobile device issues including application security support
  • Install and support Windows OS including command line & client support. Understand Mac OS, Linux and mobile OS
  • Troubleshoot device and network issues
  • Identify and protect against security vulnerabilities for devices and their network connections
  • Compare & contrast cloud computing concepts & set up client-side virtualization
  •  Install & configure laptops and other mobile devices
  • Follow best practices for safety, environmental impacts, and communication and professionalism

CompTIA Network+

The CompTIA Network+ certification is for individuals looking to develop a career in IT infrastructure involving troubleshooting, configuring, and managing networks. The certification ensures that the candidate is able to use devices to create resilient networks and can implement security, standards, and protocols on them.

Things you will learn:

  • Use best practices to manage the network, determine policies & ensure business continuity
  • Determine & explain the appropriate cabling, device and storage technologies
  • Explain the purpose of a variety of networking concepts and implement them appropriately
  • Summarize physical security & common attacks while securing the wired and wireless network
  • Explain the network troubleshooting methodology & appropriate tools to support connectivity & performance

COBIT Foundation Certification

The COBIT Foundation certification validates the candidate’s knowledge of COBIT’s five basic principles:

  1. Meeting stakeholder needs
  2. Covering the enterprise end to end
  3. Applying a single integrated framework
  4. Enabling a holistic approach
  5. Separating governance from management

This certification ensures that the IT professional has extensive knowledge of and experience with enablers for governance and management of enterprise IT.

What you will learn:

  • Recognize the context, benefits and key reasons COBIT is used as an information and technology governance framework
  • Explain the key attributes of the COBIT framework
  • Compare the COBIT principles for governance system framework
  • Describe the components of a governance system
  • Describe the elements of governance and management objectives
  • Differentiate COBIT based performance management using maturity and capability perspectives
  • Discover how to design a tailored governance system using COBIT

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These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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About the author

Laura Shiff

Laura Shiff

Laura Shiff is a researcher and technical writer based in the Twin Cities. She specializes in software, technology, and medicine. You can reach Laura at or her website