Level 3 Certificate in IT Service Management

1. Introduction to IT Service Management Reviews the role of IT service management, ITIL framework basics, and the importance of service quality.

2. Service Strategy and Design Covers aligning IT services with business objectives, service portfolio management, and service design principles.

3. Service Transition Explains change management, release management, and knowledge transfer processes.

4. Service Operation Focuses on incident management, problem management, and day‑to‑day IT operations.

5. Continual Service Improvement Reviews methods for monitoring, measuring, and improving IT services.

6. IT Service Desk and Customer Support Introduces service desk functions, communication skills, and customer satisfaction strategies.

7. Incident and Problem Management Explains root cause analysis, escalation procedures, and resolution tracking.

8. Change and Configuration Management Covers change control, configuration management databases (CMDB), and asset tracking.

9. Information Security in IT Service Management Reviews security policies, access control, and compliance with IT security standards.

10. Capstone Project in IT Service Management

• Builds foundational knowledge of IT service management principles

• Enhances ability to support IT operations and customer service

• Strengthens skills in incident, problem, and change management

• Provides tools for continual service improvement and ITIL alignment

• Offers recognized certification to support career progression in IT service management

• IT support staff and service desk professionals

• Business professionals seeking IT service management specialization

• Learners progressing from Level 2 IT or business programs

• Entrepreneurs and managers overseeing IT operations

• Individuals preparing for higher‑level IT service management or ITIL qualifications

• Assessment Type: Written exam + case study + project

• Format: MCQs, short answers, applied case study, and ITSM improvement project

• Total Questions: 60 theory + 1 case study + 1 project

• Passing Score: 70%

• Duration: 2 hours (written) + 3 weeks (project submission)

• Certification: Level 3 Certificate in IT Service Management

To deliver this Qualification, HiQual UK Approved ATPs must demonstrate the capability to deliver, assess, and internally quality assure qualifications in line with recognised regulatory principles and the expectations of the Regulated Qualifications Framework (RQF).

Approved centres must operate effective systems to ensure the validity, reliability, fairness, consistency, and security of assessment.

1. Centre Recognition and Legal Compliance

Centres must be formally recognised by HiQual UK prior to the delivery or assessment of any qualification. To maintain recognition, centres must: Be a legally constituted organisation operating in compliance with applicable legislation and regulatory requirements. Demonstrate effective governance, management oversight, and clear lines of accountability. Comply with all HiQual UK policies, procedures, and conditions of centre recognition. Notify HiQual UK promptly of any material changes that may affect delivery, assessment, or internal quality assurance arrangements.

2. Resources, Facilities, and Learning Environment

Centres must ensure that sufficient and appropriate resources are in place to support learning and assessment. This includes: Learning environments appropriate to the mode of delivery, including classrooms and, where applicable, specialist or practical facilities. Access to learning and assessment resources that enable learners to meet qualification outcomes. Secure systems for managing learner data, assessment records, and certification claims. Arrangements that support equality of access and reasonable adjustments for learners where required.

3. Staff Competence and Occupational Expertise

Centres must ensure that all staff involved in delivery, assessment, and internal quality assurance are competent and suitably qualified. Centres must: Appoint tutors with appropriate subject knowledge, teaching competence, and relevant occupational or professional experience. Ensure assessors are trained and competent in applying HiQual UK assessment requirements and standards. Appoint a qualified Internal Quality Assurer (IQA) responsible for monitoring assessment practice and decisions. Maintain records of staff qualifications, experience, training, and continuing professional development (CPD).

4. Assessment Practice and Internal Quality Assurance (IQA)

Centres must operate robust internal quality assurance systems to ensure assessment integrity. Centres must: Ensure assessment is valid, fit for purpose, and conducted in line with HiQual UK requirements. Implement effective IQA procedures to monitor assessor performance and confirm the consistency of assessment decisions. Maintain accurate, complete, and auditable records of learner registration, assessment evidence, and outcomes. Carry out regular internal reviews and standardisation activities to support continuous improvement.

5. Integrity, Risk Management, and Malpractice

Centres must take appropriate measures to protect the integrity of assessment. Centres must: Maintain policies and procedures for the prevention, identification, and management of malpractice and maladministration. Ensure secure handling, storage, and retention of assessment materials and learner evidence. Report any suspected or confirmed malpractice to HiQual UK in accordance with published procedures.

6. Health, Safety, Safeguarding, and Learner Protection

Centres must provide a safe, inclusive, and supportive learning environment. Centres must: Comply with applicable health and safety and safeguarding legislation. Conduct risk assessments for learning activities, particularly where practical or technical work is involved. Maintain procedures to safeguard learner welfare and wellbeing.

7. Learner Information, Support, and Fair Treatment

Centres must ensure learners are informed, supported, and treated fairly. Centres must: Provide clear and accurate information on programme requirements, assessment methods, and certification. Ensure learners receive timely and constructive feedback on assessment outcomes. Operate transparent complaints and appeals procedures aligned with HiQual UK requirements. Manage learner information securely in compliance with data protection legislation.

Successful learners who achieve the HiQual UK Level 3 Certificate in IT Service Management may progress to:

• Higher-level qualifications in IT Service Management, Information Technology, Computing, Cybersecurity, Business Technology, or related disciplines, subject to the relevant entry requirements.

• Higher education programmes in Information Technology, Computing, Information Systems, IT Management, or related fields, subject to the admission requirements of the receiving institution.

• Professional qualifications and specialist training in ITIL, Service Desk Management, Incident and Problem Management, Change Management, Configuration Management, ISO/IEC 20000, Cybersecurity, and Service Improvement.

• Employment or career advancement in roles including IT Service Desk Analyst, IT Support Technician, Service Management Assistant, Incident Coordinator, Change Coordinator, or IT Operations Support Officer.

• Continuing professional development in continual service improvement, IT governance, service reporting, CMDB administration, information security, IT automation, and digital service management.

HiQual UK specifically identifies IT support staff and service desk professionals, business professionals specialising in IT service management, managers overseeing IT operations, and learners preparing for higher-level IT service management or ITIL qualifications as suitable learners.