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IT Service Management Practitioner Master the verified competencies in IT Service Management Practitioner as part of the Cybersecurity & IT Infrastructure domain. This IKON SKILLS™ Micro-Credential is quality assured and recognized internationally.
Assessment
100% AI-Assessed
Manage IT incidents
Manage IT incidents covering logging, prioritization, resolution, and communication
Operate service desk processes
Operate service desk processes covering intake, categorization, and escalation
Manage service requests
Manage service requests covering fulfillment workflows and approvals
Implement problem management
Implement problem management covering root cause analysis and known errors
Manage change processes
Manage change processes covering assessment, authorization, and implementation review
Maintain service catalogs
Maintain service catalogs covering offerings, expectations, and request paths
Track service levels
Track service levels covering targets, performance, and breach management
Manage IT knowledge
Manage IT knowledge covering articles, solutions, and reuse
Coordinate major incidents
Coordinate major incidents covering command, communication, and recovery
Drive service improvement
Drive service improvement covering trends, feedback, and corrective initiatives