Name: IT Service Management Essentials for Government Course (Self-Paced)
Price: 799.0 USD
Availability: InStock

This course includes

6 hours of project-based training from experts
Answers from real instructors
Retake for free within 1 year
Verified digital certificate of completion
Learn at an accredited institution
Credits: 0.6 CPEs and 0.6 CEUs

This course is self-paced. For live online or in-person instruction, take IT Service Management Essentials for Government Course.

IT service management is often treated as a synonym for ITIL, but ITIL is only one framework for the practice. This foundational course teaches ITSM as it applies to a government IT organization, with no prior ITSM experience required.

Learners study the service desk, incident management, change and problem management, service catalogs, and service level agreements. The course closes with continual improvement as an ongoing practice rather than a one-time project.

Tuition

Full Tuition

$799
Due before the class starts

This course includes

6 hours of project-based training from experts
Answers from real instructors
Retake for free within 1 year
Verified digital certificate of completion
Learn at an accredited institution
Credits: 0.6 CPEs and 0.6 CEUs

Learning Experience Highlights

Training from government‑experienced instructors

Receive instruction from subject‑matter experts who bring proven government experience.

Specialized for government & DoD

Courses that are regularly updated based on feedback and industry developments, ensuring versions are mapped to federal competencies.

The instructor was wonderful and so knowledgeable. The course materials were extremely relevant to what my job is. I feel like I can be better because of this class.
— 2025 student

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Directly addressing the day-to-day challenges of federal employees.

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24/7 access to our premium course videos and projects.
Industry experts are assigned as your course instructor. Message your instructor with any questions.
Participate in GSUSA online discussion forums — share ideas and receive additional support.
Hands-on quizzes and mini projects to test and reinforce concepts.

Earn a Certificate of Completion

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IT Service Management Essentials for Government Course (Self-Paced) Curriculum

What You'll Learn at a Glance

Explain IT service management as a practice distinct from any single framework, including ITIL.
Describe the role of the service desk as the primary point of contact for IT support.
Distinguish an incident from a service request and classify each correctly.
Trace the incident management lifecycle from detection through resolution and closure.
Prioritize an incident using impact and urgency and decide when to escalate it.
Classify a change as standard, normal, or emergency and identify the approval it typically requires.
Explain the relationship between an incident and a problem, and how root cause analysis connects them.
Use a known error record to help prevent a repeat incident.
Identify what belongs in a service catalog and why it matters to service users.
Interpret a service level agreement to determine whether a described response met its terms.
Explain continual improvement as an ongoing practice rather than a one-time project.
Apply core ITSM practices to a described government IT scenario.

Course Syllabus

Download Syllabus PDF

Module 1: What IT Service Management Is

Lessons:
- IT Service Management as a Practice, Not a Product
- Where ITIL Fits, and Where It Does Not Define the Field
- Core ITSM Vocabulary: Services, Requests, and Value
- ITSM in a Government IT Environment
Applied activity: Learners review a short scenario in which a government IT office adopts several ITSM practices without formally adopting ITIL and explain why that is a valid, common approach.

Module 2: The Service Desk and Incident Management

Lessons:
- The Service Desk as the Front Door
- What Counts as an Incident
- The Incident Management Lifecycle
- Prioritization: Impact, Urgency, and Escalation
Applied activity: Learners review three short, described incident tickets and assign each a priority based on stated impact and urgency, then decide which one should escalate.

Module 3: Change Management and Problem Management

Lessons:
- Why Changes Need a Managed Process
- Standard, Normal, and Emergency Changes
- From Incidents to Problems: Root Cause
- Known Errors and Preventing Repeat Incidents
Applied activity: Learners review a short scenario describing a recurring incident and determine whether it should be escalated to problem management, then identify the type of change, standard, normal, or emergency, needed to fix the underlying cause.

Module 4: Service Catalogs, SLAs, and Continual Improvement

Lessons:
- What Belongs in a Service Catalog
- Service Level Agreements: What They Actually Promise
- Continual Improvement: Small, Ongoing Change
- Putting the Practice Together
Applied activity: Learners review a short, described SLA and a support ticket's actual response and resolution times, then determine whether the SLA was met and what a continual improvement action might address if it was not.

Group Training

Since 1921, Graduate School USA has partnered with over 125 federal agencies and trained more than one million federal employees. Led by instructors with deep, real-world knowledge of federal regulations, policies, and practices, our private group programs are practical, mission-driven, and tailored to your agency’s objectives. We offer expertise across key federal domains—including human resources, financial management, acquisition and contracting, leadership, and more—to deliver training where and how your team needs it.

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