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- Certified Enterprise Service Management Professional (ESM)
Business Management 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 Services Management (ESM)
20%- Context and scope of action.
- Opportunities and Evolution of the Global Market.
- Beyond ITSM and Best Practices: A New Model.
Organizational Transformation
20%- Key Aspects of Digital Transformation.
- The Organization and Change Management, Culture, and Mindset.
IT Corporate Governance
10%- IT Governance Fundamentals.
- IT Governance Principles.
- IT Governance Model.
- Guidelines for IT Governance.
Service Management
10%- Key Aspects of Service Management.
- ISO20000 and the service management system.
- Global scheme of service management and its life cycle.
Process Management
10%- Key Aspects of Process Management.
- Business process management and continuous improvement.
Enterprise Service Desk
30%- Context of the Enterprise Service Desk management.
- General Enterprise Service Desk Management Competencies.
- Implementation of an Enterprise Service Desk.
- Enterprise Service Desk Management.
Details
Duration:
80 minutes Number of questions:
50 (Multiple Choice) Minimum passing score:
60% Open book:
No Electronic equipment allowed:
No Level:
Advance Available languages:
English, Spanish Pre Requirements:
Yes Types of supervision available:
Live Proctoring
Believe Proctoring ₂O Second chance (free of charge):
Yes Minimum passing score ₂O Second chance:
70%
Available in Self-study
Yes
