Diploma in Incident Management, Support and Service Level
Online postgraduate diploma of 800 hours in incident management, support and service level. 8 modules covering IT service management, incidents, service desk, problem management, SLAs, SRE reliability and ITSM automation, with an assigned technical tutor.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Apply IT service management frameworks.
Manage incidents effectively, with clear communication.
Organise service desks and multi-tier support.
Resolve problems from their root cause.
Design and measure service levels.
Incorporate operational reliability practices.
Automate support processes with ITSM tools.
Who it's for
- Service managers looking to strengthen their incident and service level practice.
- Service desk managers.
- Site reliability engineers (SRE).
- Problem managers.
- Service level analysts.
- Technical support managers.
- Engineering or science graduates seeking to move into technology and software.
What you'll work with
- ISO/IEC 20000-1 (service management)
- ITIL 4 (IT service management framework)
- ISO/IEC 27001 (information security management)
- ISO 22301 (business continuity)
- ISO 10002 (complaints handling)
- COBIT 2019 (IT governance)
- ISO/IEC 19086-1 (cloud service level agreements)
- ServiceNow
- Jira Service Management
- Zendesk
- Grafana
- PagerDuty
8 modules
1.1Service and value concepts1.2ITIL 4 framework1.3ISO/IEC 20000-1 standard1.4Service catalogue1.5Service value chain1.6Roles and responsibilities1.7User experience1.8Services on mobility platforms1.9Service management maturity1.10Case study: service catalogue for a charging platform
2.1Logging and categorisation2.2Prioritisation by impact and urgency2.3Functional and hierarchical escalation2.4Major incident management2.5Communication during incidents2.6Knowledge base2.7Closure and verification2.8Management indicators2.9Automating classification2.10Workshop: major incident procedure
3.1Service desk models3.2Multi-tier support model3.3Channels: phone, chat and portal3.4Self-service and chatbots3.5Service request management3.6Field support3.7Scripts and quality of service3.8Team sizing3.9User satisfaction3.10Practical exercise: sizing a support centre
4.1Difference between an incident and a problem4.2Root cause analysis4.3Known error database4.4Kepner-Tregoe techniques4.5Trend analysis4.6Documenting workarounds4.7Proactive problem management4.8Relationship with change management4.9Measuring effectiveness4.10Case study: problem analysis of recurring outages
5.1Service level management5.2SLAs, OLAs and support contracts5.3Defining indicators5.4Availability and reliability5.5Measurement and reporting5.6Service reviews5.7Improvement plans5.8Penalties and bonuses5.9Experience versus compliance5.10Workshop: designing SLAs for station support
6.1Site reliability engineering (SRE) practices6.2Service level objectives (SLOs)6.3Error budgets6.4Monitoring and alerting6.5On-call management6.6Blameless postmortems6.7Change and deployment management6.8Capacity management6.9Service continuity6.10Lab: defining SLOs and alerts in Grafana
7.1Selecting ITSM platforms7.2Integration with monitoring7.3Designing automated workflows7.4Artificial intelligence in support7.5Knowledge management7.6Self-service portals7.7Dashboards7.8Integration with suppliers7.9Platform security7.10Practical exercise: automated incident workflow
8.1Selecting the service8.2Diagnosis of the current situation8.3Process design8.4Support model8.5Defining SLAs and SLOs8.6Selecting support tools8.7Improvement plan8.8Conclusions and lines of improvement8.9Report and presentation8.10Final project: final review with the tutor
How you'll learn
Training is 100% online on the SEIUM campus, with downloadable materials, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within the intake, so it fits around your job.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is ServiceNow, Jira Service Management, Zendesk, Grafana and PagerDuty, in free, academic or evaluation versions. Exercises are based on real procedures: simulated management of a major incident, root cause analysis of recurring problems and defining the SLOs of a platform. Assessment is continuous by module, plus the final integrated project.
Standards covered: ISO/IEC 20000-1, ITIL 4, ISO/IEC 27001, ISO 22301, ISO 10002, COBIT 2019, ISO/IEC 19086-1.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. A university degree is not required.
- Internet connection and a computer able to run the programme software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 800 hours over 6–8 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with ServiceNow, Jira Service Management, Zendesk, Grafana and PagerDuty, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the final project. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed are recognised in a higher programme in the same area (postgraduate diploma or master's). Ask about the recognition policy when you enrol.
Prior technical training or professional experience in the sector (no university degree required), a computer able to run the software and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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