Certified IT Operator (CITO®)

Course code: CITO

CITO® is the fi­rst level in the EPI IT Training Framework©. CITO® is a 2-day course designed to teach the competencies required of the modern IT professional working at the operations level in IT. Also known as the IT engineer’s course, CITO® candidates will become instantly productive having gained knowledge and understanding of the demands in today’s IT infrastructures. Theirimproved capabilities will deliver immediate results, increasing efficiency and significantly reducing the margin of error.

CITO® is aligned with the latest European e-Competence (e-CF) Framework – addressing proficiency levels 1 and 2 (Associate & Professional). In 2016, the e-CF became a European standard and was published officially as the European Norm EN 16234-1.

This course is also available in TOD format. If you would like to know more about TOD courses and components of the TOD package please click here

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Course dates

Starting date: Upon request

Type: TOD

Course duration: 365 days

Language: en

Price without VAT: 380 EUR


Starting date: Upon request

Type: Exam

Course duration: 1 hour

Language: en

Price without VAT: 200 EUR


Type Course
Language Price without VAT
Upon request TOD 365 days en 380 EUR Register
Upon request Exam 1 hour en 200 EUR Register
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Target group

System administrators/engineers, service desk operators/agents, network administrators/engineers, software developers/engineers, account managers.

This course is most suited for aspiring and existing IT professionals from entry level up to two years of actual working experience in IT, with basic knowledge of (operating) systems, network and/or applications, and service desk operations. It is also suited for people who are changing careers and entering the IT professional world.

Course structure

IT Strategy

  • The need for IT
  • IT strategy and key objectives
  • IT services and service catalogue
  • IT and data centre infrastructure

IT Organization

  • IT organization
  • Data centre operations
  • IT operations
  • Data centre roles
  • IT operations roles


  • Vendor selection
  • Technical coverage and due diligence of RFP
  • Place and receive orders
  • Verifying deliveries
  • Invoice verification
  • Maintenance
  • Support
  • Monitoring and reporting

Project Management

  • Project management methods
  • Business case
  • Project constraints
  • Scope
  • Time
  • Cost
  • Monitor and control
  • Change request
  • Closing


  • Application Programming Interface (API)
  • Software Development Life Cycle (SDLC)
  • DevOps
  • Design
  • Development
  • Testing
  • Deployment

System Administration

  • Server hardware/administration
  • Storage
  • Virtualisation
  • Database administration
  • Network essentials


  • Documentation guidelines
  • Documentation lifecycle
  • Types of documents
  • Document categories

Service Management

  • Service desk
  • Event management
  • Request fulfilment
  • Incident management


  • Assets
  • Threats
  • Vulnerabilities
  • Existing controls
  • Consequences
  • Risk analysis
  • Risk evaluation
  • Risk treatment

Information Security

  • Standards and guidelines
  • Confidentiality
  • Integrity
  • Availability
  • Administrative controls
  • Physical controls
  • Technical (logical) controls
  • Security logging

Technology Trends

  • Cloud computing
  • Big Data
  • Internet of Things (IoT)
  • Social media
  • Mobile applications
  • Bring Your Own Device (BYOD)


  • Quality control
  • Quality assurance
  • Quality metrics
  • Key Performance Indicators (KPIs)


Attendees passing the exam will be awarded the internationally accredited and recognized ‘Certified IT Operator’ certificate (CITO®).

CITO® is globally accredited by EXIN, a fully independent exam and certification institute.

The CITO® certificate is valid for 3 years, after which recertification is required.

Exam: Certified IT Operator (CITO®)

The CITO® exam is a 60-minute closed book exam, with 40 multiple-choice questions. The candidate requires a minimum of 26 correct answers to pass the exam.

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