Business Management

Certified Enterprise Service Management Professional


The 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, that allow positioning the organization at a level of maturity expectant of 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)

  • Context and scope of action
  • Global market opportunities and developments
  • Beyond ITSM and best practices.

Organizational Transformation

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

IT Corporate Governance

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

Service Management

  • Fundamental aspects of service management
  • ISO20000 standard and service management system
  • Global scheme of service management and its life cycle

Process Management

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

Enterprise Service Desk (Enterprise Service Desk)

  • Enterprise Service Desk Management Context
  • General competencies of Enterprise Service Desk management
  • Implementation of an Enterprise Service Desk
  • Management of an Enterprise Service Desk


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%

Some organizations where
GTA certified professionals work

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