Certified Enterprise Service Management Professional (ESM)

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

Enterprise Service Management (ESM)

20%

• Context and scope
• Global market opportunities and evolution
• Beyond ITSM and Best Practices: A New Model

Organizational Transformation

20%

• Fundamental aspects of digital transformation
• The Organization and Change Management, Culture and Mentality

IT Corporate Governance

10%

• Fundamentals of IT Governance
• Principles of IT Governance
• IT Governance Model
• IT Governance Guidelines

Service Management

10%

• Fundamentals of Service Management
• The ISO20000 standard and the service management system
• Overall outline of service management and its lifecycle

Process Management

10%

• Fundamental Aspects of Process Management
• Business process management and continuous improvement

Enterprise Service Desk (Enterprise Service Center)

30%

• Context of Enterprise Service Desk Management
• General Enterprise Service Desk Management Competencies
• Implementation of an Enterprise Service Desk
• Management of an Enterprise Service Desk

Ver temario completo