CIAN Basic Certificate case studies
CIAN Basic Certificate · Put your knowledge to work in context.
The CIAN Basic Certificate is an entry-level credential for people starting or formalising a career in IT service management. It suits help-desk and support staff, junior service owners, business analysts moving into IT, and students who want a structured vocabulary before pursuing deeper certifications. Candidates are typically comfortable with day-to-day ticket work but have not yet had to reason about services as a whole. The exam is multiple choice and organised around six domains: IT service management fundamentals; service strategy and value creation; service design and transition; service operation and support processes; continual improvement and measurement; and governance, risk, and compliance. The CIAN Basic Certificate case studies are 5 cases and about 2,707 words.
1The Password Reset Avalanche
A 1,200-user logistics firm logs 640 password-reset tickets last month, 41% of all service desk volume. The desk has 6 agents; average handling time is 9 minutes, and the service desk is the only team with reset rights.
577 words, about 3 min2The Change That Skipped the CAB
A payments team pushes a configuration change to a production firewall at 23:00 on a Friday to fix a latency issue before a Monday promotion. The change was logged in the ticketing tool but not submitted to the Change Advisory Board, which meets weekly on Tuesdays.
573 words, about 3 min3The SLA Nobody Can Meet
A managed-service provider has an SLA promising 99.9% availability for a client's order-management system and a 4-hour resolution target for Priority 1 incidents. Last quarter the system delivered 99.4% availability across three unplanned outages (2h, 5h, 6h).
527 words, about 3 min4Continual Improvement with No Budget
A hospital IT department runs a continual improvement register with 47 open items. Last year only 6 were completed.
502 words, about 3 min5Who Owns the Risk?
A fintech runs customer onboarding on a cloud platform. A security review finds that a third-party analytics vendor has read access to a production database containing partial card data.
528 words, about 3 min