IT Performance & Improvement Management

The IT Performance and Improvement Management certification equips individuals with the necessary knowledge to assess and improve the performance of IT service management (ITSM) processes within an organization. The certification focuses on key concepts and tools for measuring, analyzing, and improving IT service delivery, including metrics, critical-to-quality attributes, dashboard creation, balanced scorecard, process level improvement, and appraisal. The program is designed to be applied and practical, with hands-on activities, real-world examples, and discussions that enable candidates to apply what they learn to their daily work. Candidates will learn how to conduct ITSM maturity assessments, interpret holistic ITSM assessments, and identify integration weaknesses and opportunities for improvement. Upon completion of the certification, candidates will be able to evaluate ITSM processes, identify areas for improvement, and implement solutions to drive continuous improvement and meet business objectives.

Who is this for?

This certification is suitable for anyone working in IT or in roles that interact with IT. Additionally, candidates whose organizations are seeking ISO/IEC 20000 certification will find this certification a compatible and valuable introduction to the standard.


There are no prerequisites for this certification. It is recommended (but not required) that candidates first complete the integratedITSM™ Essentials and/or the The integratedITSM™ System certifications.