Service Management

Microcredentialing program

Explore courses created by the Service Management Office and designed to advance your understanding of IT Service Management (ITSM) through targeted microcredentials. Showcase your achievements with the following digital badges.

Benefits include:

Credential is good for five years. A renewal path will be created based on changes in ITSM frameworks and implementation.

ITSM Fundamentals Badge

The Rutgers ITSM Fundamentals course provides learners with an understanding of ITSM concepts and how they can be applied in an operational environment. This training uses the common elements of multiple IT Service Management frameworks, including ITIL® 4 (Information Technology Infrastructure Library), ITSM Essentials, and FitSM. This allows participants to focus on the underlying principles of ITSM: customer focus, creating value, specific practices, and how they all integrate. At the end of the simulation, participants will have fundamental knowledge of IT Service Management and experience what it is like to perform as a high-velocity IT team.

• No pre-requisite is required.
• The course is delivered in person over two days.
• 12 learners are allowed per class.
• The focus is on the fundamentals of ITSM, its application and operationalization.
• ITSM simulation lab is incorporated into training.
• The digital badge is awarded upon completion of the course, including an exam at the end of day 2.

ITSM Continual Improvement Training and Badge

This workshop creates an opportunity for day-to-day operational improvement and collaboration with other ITSM practitioners in their specific practice area. Using the ITIL 4 guiding principles and continual improvement practice as guides, participants will conduct a deeper inquiry into maturing and improving their specific practice areas. Within a safe-to-fail lab environment, participants will identify potential areas for improvement in their daily operations, create a continual improvement plan for their area, implement the plan, and evaluate its effectiveness. Projects will be focused on the unit level, not the enterprise level.

• The prerequisite is ITIL4 Foundation class or ITSM Fundamentals.
• Two cohorts will be offered: Change Enablement and Incident Management.
• Fewer than 10 participants are placed in each cohort.
• Six sessions: sessions 1 and 6 are in-person; sessions 2 – 5 are virtual.
• The digital badge is awarded upon completion of the course and presentation of the Continual Improvement project to the cohort.