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Service Management Learning Solutions by Job Role

The effects of poor Service Management can be felt well beyond the walls of your IT Department. Your customers, both internal and external, rely on you to provide proper levels of service across all areas of IT.

Increasing the dependability of your services will transform your organization and allow those services to fade into the background; allowing your customers to assume that your services are always available. Efficient and reliable Service Management not only means that your services will work more often, but also that you are able to respond more quickly when they don’t.

To help professionals learn on-the-job skills needed to advance and help propel their businesses forward, New Horizons offers training solutions that can help meet the development demands of your business. Below are our recommended training courses for job roles surrounding Service Management.


Availability Manager

The Availability Manager is responsible for defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services. They are responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed service level targets for availability.

  • ITIL® Foundation
    In this three-day course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

  • ITIL® Practitioner
    In this two-day course, you will apply the guiding principles and concepts of ITIL, and you will also prepare to sit for the ITIL Practitioner certification exam. ITIL Practitioner centers on applying foundational ITIL knowledge and providing guidance to improve IT services and management.

  • ITIL® Intermediate Lifecycle: Service Design
    Students attending this four-day course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Design phase of the Service Lifecycle.

  • ITIL® Intermediate Capabilities: Planning, Protection, & Optimization
    The Planning, Protection & Optimization module will help you to gain the technical level of knowledge and skills required for detailed execution and implementation of specific ITIL processes.

  • DevOps Foundations
    This two-day course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals.

  • COBIT 5 Foundations
    This three-day course delves into the elements of ISACA’s evolutionary framework to understand how COBIT 5 covers the business end-to-end and helps you effectively govern and manage enterprise IT

  • CompTIA Security+
    In this five-day course, students will learn how to implement and monitor security on networks, applications, and operating systems, and respond to security breaches.

  • Certified Information System Security Professional (CISSP)
    The skills and knowledge you gain in this five-day course will help you master the eight CISSP domains and ensure your credibility and success within the information systems security field.

Project Manager

In IT Service Management, the Project Manager’s role is to define and maintain the service provider’s project management standards and to provide overall resources and management of IT projects. This role is actively involved in the work of the service design, as well as the service transition stages of the service lifecycle, and would manage the design coordination as well as transition planning and support processes.

  • ITIL® Foundation
    In this three-day course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

  • ITIL® Practitioner
    In this two-day course, you will apply the guiding principles and concepts of ITIL, and you will also prepare to sit for the ITIL Practitioner certification exam. ITIL Practitioner centers on applying foundational ITIL knowledge and providing guidance to improve IT services and management.

  • COBIT 5 Foundations
    This three-day course delves into the elements of ISACA’s evolutionary framework to understand how COBIT 5 covers the business end-to-end and helps you effectively govern and manage enterprise IT

  • Project Management Professional (PMP)® Certification Preparation Course - Sixth Edition
    This intensive Project Management Professional (PMP) exam prep course is taught by real-world PMP® certified practitioners and includes the most current guide, plus a wide variety of learning tools and study aids, all using PMI® terminology

Service Continuity Manager

The Service Continuity Manager is responsible for managing risks that could seriously impact IT services. He ensures that the IT service provider can provide minimum agreed service levels in cases of disaster, by reducing the risk to an acceptable level and planning for the recovery of IT services.

  • ITIL® Foundation
    In this three-day course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

  • ITIL® Practitioner
    In this two-day course, you will apply the guiding principles and concepts of ITIL, and you will also prepare to sit for the ITIL Practitioner certification exam. ITIL Practitioner centers on applying foundational ITIL knowledge and providing guidance to improve IT services and management.

  • ITIL® Intermediate Lifecycle: Service Design
    Students attending this four-day course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Design phase of the Service Lifecycle.

  • ITIL® Intermediate Capabilities: Planning, Protection, & Optimization
    The Planning, Protection & Optimization module will help you to gain the technical level of knowledge and skills required for detailed execution and implementation of specific ITIL processes.

  • COBIT 5 Foundations
    This three-day course delves into the elements of ISACA’s evolutionary framework to understand how COBIT 5 covers the business end-to-end and helps you effectively govern and manage enterprise IT

  • CompTIA Security+
    In this five-day course, students will learn how to implement and monitor security on networks, applications, and operating systems, and respond to security breaches.

  • Certified Information System Security Professional (CISSP)
    The skills and knowledge you gain in this five-day course will help you master the eight CISSP domains and ensure your credibility and success within the information systems security field.

Service Level Manager

The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. They make sure that all IT Service Management processes, Operational Level Agreements, and Underpinning Contracts are appropriate for the agreed service level targets.

  • ITIL® Foundation
    In this three-day course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

  • ITIL® Practitioner
    In this two-day course, you will apply the guiding principles and concepts of ITIL, and you will also prepare to sit for the ITIL Practitioner certification exam. ITIL Practitioner centers on applying foundational ITIL knowledge and providing guidance to improve IT services and management.

  • ITIL® Intermediate Lifecycle: Service Design
    Students attending this four-day course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Design phase of the Service Lifecycle.

  • ITIL® Intermediate Capabilities: Planning, Protection, & Optimization
    The Planning, Protection & Optimization module will help you to gain the technical level of knowledge and skills required for detailed execution and implementation of specific ITIL processes.

  • DevOps Foundations
    This two-day course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals.

  • Service Integration and Management (SIAM) Foundation
    This three-day course provides a foundational understanding of Service Integration and Management (SIAM) and allows IT professionals to effectively orchestrate the increasing array of business solutions and services - internally, externally, or from the cloud.

  • COBIT 5 Foundations
    This three-day course delves into the elements of ISACA’s evolutionary framework to understand how COBIT 5 covers the business end-to-end and helps you effectively govern and manage enterprise IT

Supplier Relationship Manager

This role is responsible for being the interface between the IT department and third-party suppliers of assets and services, who are external to the organization. This role may exist in a procurement or supply chain function and be seconded to IT.

  • ITIL® Foundation
    In this three-day course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

  • ITIL® Practitioner
    In this two-day course, you will apply the guiding principles and concepts of ITIL, and you will also prepare to sit for the ITIL Practitioner certification exam. ITIL Practitioner centers on applying foundational ITIL knowledge and providing guidance to improve IT services and management.

  • ITIL® Intermediate Lifecycle: Service Design
    Students attending this four-day course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Design phase of the Service Lifecycle.

  • ITIL® Intermediate Capabilities: Planning, Protection, & Optimization
    The Planning, Protection & Optimization module will help you to gain the technical level of knowledge and skills required for detailed execution and implementation of specific ITIL processes.

  • Service Integration and Management (SIAM) Foundation
    This three-day course provides a foundational understanding of Service Integration and Management (SIAM) and allows IT professionals to effectively orchestrate the increasing array of business solutions and services - internally, externally, or from the cloud.

  • CompTIA Security+
    In this five-day course, students will learn how to implement and monitor security on networks, applications, and operating systems, and respond to security breaches.

Looking for Additional Courses? View All Related Learning Solutions


Note: The courses listed above are our recommendations for some of the most common roles within Service Management; however, your organization may have slightly different titles and/or responsibilities. Please speak with one of our expert Account Representatives to discuss the specific learning requirements for you and your business.

Looking for expert guidance? Contact us to be connected with one of our knowledgeable Account Executives.

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