The Certified IT Service Operations Professional/Manager (CITSOP)™/(CITSOM)™ certification program is a prestigious and globally recognized qualification designed for professionals responsible for planning, delivering, and managing IT services that support organizational objectives. In today’s technology-driven world, IT service operations play a critical role in ensuring business continuity, optimizing performance, and maintaining user satisfaction. This program equips participants with advanced expertise in service delivery management, IT infrastructure operations, incident and problem management, performance monitoring, and service improvement strategies.
IT service operations extend beyond daily technical support—they encompass structured processes for ensuring service availability, implementing IT governance frameworks, managing resources, and delivering high-value outcomes to both internal and external customers. Participants will explore topics such as IT service management (ITSM) frameworks, service level agreements (SLAs), change and release management, capacity planning, and the integration of automation and AI into service delivery. The curriculum emphasizes operational excellence, security compliance, and alignment with business objectives, ensuring professionals can manage IT operations in a way that enhances efficiency, reduces risks, and drives innovation.
Whether working in a corporate IT department, a managed service provider (MSP), or a government IT division, graduates of the CITSOP™/CITSOM™ program will be prepared to lead high-performing IT service teams and deliver consistent, reliable, and secure technology services.
Certification Program Objectives:
Upon completing the Certified IT Service Operations Professional/Manager (CITSOP)™/(CITSOM)™ program, participants will be able to:
- Understand IT Service Operations Fundamentals – Gain a strong foundation in ITSM principles, operational workflows, and service delivery models.
- Manage IT Infrastructure and Service Availability – Ensure optimal performance, reliability, and uptime for IT systems and services.
- Optimize Incident, Problem, and Change Management – Implement processes to reduce downtime and improve service quality.
- Leverage Technology and Automation – Use AI, monitoring tools, and automation to enhance operational efficiency.
- Ensure Compliance and Security – Maintain alignment with security standards, regulations, and governance frameworks.
- Drive Continuous Service Improvement – Use metrics, reporting, and feedback to refine IT operations and enhance customer satisfaction.
Certification Eligibility Criteria:
To apply for certification from The Operations Management Institute (OMI), candidates must meet the following criteria:
- A Bachelor’s degree from a recognized institution
And/or
- 0–4.9 years relevant experience for Professional level (CITSOP)™, or 5+ years for Manager level (CITSOM)™.
Note: Applicants who do not hold a Bachelor’s degree but possess exceptional professional experience and hold significant positions within their organizations in a relevant field may also be considered for certification on a case-by-case basis, subject to the approval of the OMI evaluation committee.
Certifying Examination:
- To be certified as CITSOP™/CITSOM™, student should take up a 1.5 hours online exam conducted by OMI.
- The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
- Professionals with relevant experience and other qualifying criteria may be exempted from the examination.
Certification Modules:
- Module 1: Fundamentals of IT Service Operations and ITSM Frameworks
- Module 2: IT Infrastructure, Availability, and Performance Management
- Module 3: Incident, Problem, Change, and Release Management
- Module 4: Automation, AI, and Technology Integration in IT Operations
- Module 5: Security, Compliance, and Risk Management in IT Services
- Module 6: Continuous Service Improvement and SLA/KPI Management
* The Certification Title and its modules are regularly reviewed, updated and may change in alignment with evolving industry needs and regulatory standards.
Who Should Do This Certification:
The CITSOP™/CITSOM™ certification is ideal for professionals managing or aspiring to manage IT service operations, including:
- IT Service Operations Managers – Overseeing daily delivery of IT services.
- Service Desk and Support Managers – Leading teams to resolve technical issues efficiently.
- IT Infrastructure Managers – Ensuring systems and networks run optimally.
- IT Governance and Compliance Officers – Aligning operations with policies and regulations.
- Managed Service Provider Leaders – Delivering outsourced IT services to clients.
- Consultants and Advisors – Offering strategic improvement solutions for IT service operations.
Key Benefits of CITSOP / CITSOM Certification
- Professional Recognition – Establishes you as an expert in IT service delivery and operations.
- Career Growth – Positions you for leadership roles in IT operations and service management.
- Global Relevance – Skills applicable to IT services in any sector and geography.
- Practical Learning – Focuses on real-world IT operational challenges and solutions.
- Professional Network – Join a global community of IT service management professionals.
- Measurable Impact – Improve uptime, service quality, and operational efficiency.
- Best Practice Alignment – Based on internationally recognized ITSM and service delivery standards.
The CITSOP™/CITSOM™ certification applies to organizations and IT service providers across industries, empowering professionals to design, manage, and optimize IT operations that meet modern business demands. Whether your goal is operational excellence, service innovation, or career advancement, this program provides the expertise to succeed.
