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PSMF: Self-Management and Leadership Skills


This category is intended to cover the ITSM professional's key personal qualities and abilities which give them the ability to lead others.

Accreditation purpose

Demonstrate that you’re a self-driven individual, passionate about making a difference, owning the part you play in delivering good service, and positively influencing others to do likewise.

Method of validation

Referee-based validation of your leadership abilities that may include:

  • Leading a team that delivers effective service (referees from customer-side and from either a member of your team or your manager)
  • Leading projects that transitioned a new service into operation with no avoidable disruption to service operations or the customer’s experience of the service (referees from customer-side and from service operations)
  • Tailoring and implementing a new framework into your organisation that resulted in expected user adoption and measurable business benefit.

The scale / complexity / responsibility etc. need to be taken into account for scaling this award.


Learning and development guides

Professional Service Management Framework

PSMF is a practical competency model that defines a professional identity for the service management industry and all those that work within it. Whether you’re an individual service management practitioner or an enterprise organisation, PSMF is a way to improve individual and team service management capabilities and to recognise the full value of the service management contribution.LEARN MORE

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