Workforce Development in

IT Service Management (ITSM)

Workforce Development in

IT Service Management (ITSM)

BACKGROUND
Todays information rich business environments, from finance and banking to IT, retail or hospitality,
require employees to be competent knowledge workers, who can deal with ever increasing amounts
of information, rapidly changing technology and increasing expectations from customers and
increasing demands from management.
In this context, knowledge workers must reduce operational costs, improve service quality and
contribute to the profitability of the organization. To do so, they must not only understand the nature
of the work and service environments but have the appropriate skills and tools to navigate these
environments and be able to manipulate and manage information effectively.
Specifically, the employee must be IT and Information Literate. To maximize their effectiveness,
and to ensure that organizational goals are met, employees must understand the importance
of Information Technology in their work environment, and how to apply that knowledge to the
best effect. Fundamentally, the employee must also understand that, in order to contribute to the
profitability and efficiency of their organizations, he must be able to use his skills and knowledge to
provide excellent service and high value to the customer.

Workforce Development in

IT Service Management (ITSM)

PROGRAM DESCRIPTION

In response to the needs of this knowledge and technology focused business environment, the SMCE has developed
an Emiratization & Workforce Development program leveraging the Service Management specialization as it offers
nationals a competitive advantage and a valuable career path in current economic opportunities.
The Service Management (SM) specialization also known as IT Service Management (ITSM) is a discipline for
managing Information Technology systems, philosophically centered on the customer's perspective of IT's contribution
to the business. Service Management stands in deliberate contrast to technology-centered approaches to IT
management and business interaction.
Service Management is process-focused and in this sense has ties and common interests with process improvement
movement (e.g., ITIL, EFQM, ISO/IEC 20000 , Cobit, TQM, Six Sigma, Business Process Management, CMMI)
frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor's
product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing
a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and
users.
The program offers social, economical and political returns and enables nationals to make a more effective and ongoing
contribution to their organizational goals and objectives.

PROGRAM OBJECTIVES

The Workforce Development Program is designed by the SMCE working closely with itSMF Business and IT experts
from a range of disciplines. The result of this unique collaboration is an enlightening program that affords aspiring young
graduates the important opportunity to:
Develop a broader understanding of service in the context of the company, the industry, and the world;
Contribute to a workforce that can compete at both the regional and global level;

Learn proven processes that are easy to implement and manage within the organizational context;

Discover best-practice approaches to increase quality delivery, control cost and pursue operational excellence;
Learn how to work in teams with effective reporting to managers and supervisors;

Enhance their career path by improving their skills and providing structure for ongoing career development.

Workforce Development in

IT Service Management (ITSM)

DELIVERY PLAN

A: ITIL v3 Foundation
As a starting point, all candidates will have to take the ITIL v3 Foundation, which will familiarize them with the
concepts and basics of ITSM.
Participants: 8-16 / course
B: ITIL v3 Intermediate
The best combinations of the ITIL v3 intermediate courses, preventing any credit loss or course duplication is
the following:

Intermediate Level

ITIL Expert Route

Course
Option A

OSA PPO RCV SOA

4

SS

Option D

4
4

Option F

CSI

Total Cridets

15

17

18

18

17

Option E

SO

16
3

ST

Option B
Option C

SD

Each one of the ITIL v3 Intermediate courses is examinable, and the candidates will receive the relevant
certification for that particular module. Candidates can select the courses that they want to take based on their
interest and future direction.
Participants: 6-12 / course
Course Combination

SS

SD

ST

Service Strategy (SS)

Service Design (SD)
Service Transition (ST)
Service Operation (SO)
Continual Service Improvement (CSI)
Service Offerings & Agreements (SOA)
Operational Support & Analysis (OSA)
Planning, Protection & Optimization
(PPO)
Release, Control & Validation (RCV)

Can be combined (1-19 content overlap)

Should not be combined (20 - 39 content overlap)

SO

CSI

SOA OSA PPO RCV

Workforce Development in

IT Service Management (ITSM)

C: Managing Across the Lifecycle
In order to take Managing Across the Lifecycle module candidates must:
Hold ITIL v3 Foundation
Hold Intermediate certification (at least 15 credits)
After passing the MALC exam, candidates will achieve the title of ITIL Expert.
Participants: 6-12 / course
D: Additional Training
In addition to the core ITIL program, the following courses can be added based on demand:

ISO/IEC 20000 Consultant:

This training provides delegates with a comprehensive understanding of ISO/IEC 20000, the International
Standard for IT Service Management (also known as ISO/IEC 20000), and the associated itSMF Certification
process.
The course is aimed at experienced IT Service Management practitioners whose roles and responsibilities
include preparing internal and/or external organizations for the adoption of

ISO/IEC 20000Auditor:

This Accredited course also prepares delegates for the industry recognized itSMF ISO/IEC 20000 Consultant
Certificate ISO/IEC 20000 Auditor
This course is aimed at practicing IT auditors who wish to conduct either internal ISO/IEC 20000 audits or
external certification audits for accredited Registered Certification Bodies (RCBs).
This training provides delegates with an understanding of ISO/IEC 20000, the International Standard for IT
Service Management (also known as ISO/IEC 20000), and the associated itSMF Certification process.
This Accredited course also prepares delegates for the industry recognized itSMF ISO/IEC 20000 Auditor
Certificate.

Workforce Development in

IT Service Management (ITSM)

DELIVERY SCHEDULE

The Service Management Center of Excellence (SMCE) is a regional organization dedicated to the
promotion of a culture of Service Excellence in public and private sectors. To achieve its stated goals,
SMCE has aligned with leading local and international authorities in order to accelerate knowledge
transfer and build local expertise in the area of Service Management.
The center is devoted to the development of the strategies, techniques, principles and practices of
excellence that will enhance individual and organizational performance, and further the advancement
and maturity of IT industry in the region.
With our partners throughout the region, SMCE leverages its strong regional network in order to
support its efforts of knowledge transfer, and furthering this to enable knowledge creation and
sharing, and thus promoting IT Service Management Excellence throughout the region. This long
term commitment and dedication is manifested by our goal of achieving success stories that can be
shared across industries and entities, both public and private.
Our sensitivity to local culture and regional expertise will ensure that our solutions are localized to
adapt to particular needs. By being a vendor neutral entity and platform agnostic, SMCE ensures
that its partners are getting exactly what they need without being pushed into acquiring particular
solutions and platforms.

SMCE

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Phone : +971 4 439 3533 | Fax : +971 4 439 3533

Web: www.smce.org
| Email : info-ae@smce.org
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