Description

Certification Name: Certified Service Manager

Global Occupational Skill Standard – GOSS ID: GOSS/BS/CSM/V1

Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).

Objective: The Certified Service Manager course is designed to develop the leadership, operational, and customer service management skills necessary to oversee and optimize service delivery within an organization. The course aims to equip participants with the expertise to manage service operations efficiently, enhance customer satisfaction, and align service performance with business objectives.

Certification: Within 5 days after Completion of Online Assessment.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of online assessment, you can download your Certificate Immediately.

Assessment Modules:

Module 1: Service Management Fundamentals: Introduction to Service Management Concepts, Roles and Responsibilities of a Service Manager, Understanding Service Lifecycle and Value Creation, Key Principles of Service Delivery and Support, Service Management Frameworks (ITIL, ISO 20000), Aligning Services with Business Objectives

Module 2: Service Strategy and Design: Defining Service Strategy and Objectives, Service Portfolio and Catalog Management, Designing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), Capacity and Availability Planning, Continuity and Risk Management in Service Design, Financial Management for Services

Module 3: Service Transition and Implementation: Change Management Processes and Policies, Release and Deployment Management, Knowledge Management Practices, Configuration and Asset Management (CMDB), Transition Planning and Support, Ensuring Service Readiness and Acceptance

Module 4: Service Operations and Delivery: Incident and Problem Management, Request Fulfillment and Access Management, Event Monitoring and Control, Managing Service Desks and Support Teams, Service Reporting and Metrics, Escalation and Continuous Service Improvement

Module 5: Customer Relationship and Quality Management: Customer Relationship Management Strategies, Building Customer Satisfaction and Retention, Service Quality and Performance Measurement, Handling Customer Feedback and Complaints, Implementing Continuous Quality Improvement, Managing Stakeholder Communication

Module 6: Leadership, Governance, and Emerging Technologies: Leadership and Team Management Skills, Governance and Compliance in Service Management, Risk and Security Management, Managing Outsourced and Vendor Services, Emerging Trends (AI, Automation, Cloud Services), Strategic Innovation and Future of Service Management

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Benefits of Certification:

🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.

📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.

💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.

🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.

📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.

🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.

⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.