Objective

The Certified Enterprise Service Management Professional certification aims to validate that the candidate is capable of explaining, contextualizing, and applying the Enterprise Service Management (ESM) approach to design, operate, and improve end-to-end corporate services, beyond the exclusive scope of IT, with a strong focus on the creation and sustainability of organizational value.

Specifically, the certification validates the professional’s ability to coherently and practically integrate:

• The organizational context and sources of value, considering market, demand, and the definition of services through a corporate service portal or catalog.
• IT corporate governance aligned with business strategy, based on the principles of ISO/IEC 38500.
• A Service Management System (SMS) in accordance with ISO/IEC 20000, including service catalog management and service level management (SLM).
• Process management through BPM/BPMN approaches, incorporating measurement, dashboards, and LEAN practices such as Value Stream Mapping (VSM) and Voice of the Customer (VoC).
• The Enterprise Service Desk as a single point of contact and a cross-functional enabler of user experience and enterprise service integration.

Aimed at

The certification is intended for professionals involved in the design, management, governance, and improvement of enterprise services, including:

• Service and ESM leaders, service center managers, service catalog managers, and Service Level Management (SLM) professionals.
• Transformation and governance leaders (SMO / ESM Office), service owners, and process managers.
• Consultants in service management, IT governance, organizational transformation, culture, and process management.

Main Subjects

ESM Fundamentals and Context

17%

• Definition, Scope, and Evolution of ESM (from ITSM to ESM)
• Sources of Value, Demand, Corporate Service Portal/Catalog

IT Corporate Governance and Alignment

17%

• ISO/IEC 38500: Principles and Tasks (Evaluate–Direct–Monitor)
• Supply vs. Demand; Business Systems (People, Processes, Structure, Technology)

Service Management System (SMS)

23%

• ISO/IEC 20000: Concepts and 2018 Structure
• Service Catalog and Service Level Management (SLM)
• Operation and Improvement (Measurement / Indicators)

Process Management and BPMN

23%

• BPM/BPMN (ISO 19510): Elements and Models
• Measurement, Dashboards, and LEAN (VSM / VoC)
• Process Roles

Enterprise Service Desk (ESD)

20%

• Strategic Role, Models, and Critical Success Factors
• ESD Operational Processes (Incidents, Requests, Problems, Changes, Releases, Configuration, Continuity, Catalog, SLM)
• SLM and Customer-Facing Service Catalog

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