Objective

The Certified Enterprise Service Management Professional certification focuses on validating the knowledge and understanding of the integral approach to enterprise service management, primarily considering that this approach seeks to group and consolidate in a logical and objective way the different services provided by an organization to both internal and external customers to ensure their satisfaction and enhance the generation of value in all areas or business units involved, in such a way that an effective management can be achieved that sustains in a stable manner the delivery of value through the application of approaches, good practices, dynamics, techniques and specific principles of proven reputation, which allow positioning the organization at an expectant level of maturity with a view to excellence in management.

Aimed at

Managers from different areas, team leaders and professionals in general with an interest in producing value through a service approach consistent with the business strategy, regardless of the unit or functional area; therefore, it is not necessary to have a specific profile oriented towards technology, but rather a profile with management and leadership skills and a strategic and tactical vision of the business that facilitates the deployment of a comprehensive service model for the organization.

Main Subjects

ESM Fundamentals and Context

18%

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

IT Corporate Governance and Alignment

16%

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

Service Management System (SMS)

22%

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

Process Management and BPMN

22%

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

Enterprise Service Desk (ESD)

22%

• 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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