What is the Certified IT Support Professional?

The Certified IT Support Professional is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Soft Skills & Personal Dev..

How long does this certification take?

The programme is 11 Week and can be completed at your own pace through our self-paced online option, or alongside live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications are internationally recognised and carry CPD credits, making them valuable for career advancement worldwide.

What level is this certification?

This is a Advanced Level certification, suitable for professionals with relevant experience or background in the field.

You can enrol by emailing info@leadership.rw, contacting us via WhatsApp at +250 788 000 000, or filling the enrolment form below.

Certified IT Support Professional (CISUP) | Online Certification

Executive Summary

Certified IT Support Professional

Designed for today’s high-impact professionals, the Certified IT Support Professional (CISUP) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in information technology, software, data and digital systems.

This 11 Week programme is structured around ITIL, ISO/IEC and recognised technology and cybersecurity standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CISUP holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified IT Support Professional

Acronym

CISUP

Who Should Enrol?

IT and Systems Professionals
Software Developers and Engineers
Data and Analytics Specialists
IT Managers and Solution Architects

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior engineering, architecture and IT leadership roles

Professional Recognition

Credential aligned with ITIL, ISO/IEC and recognised technology and cybersecurity standards

Leadership Capability

Develop the strategic and operational skills to lead complex information technology functions

Organisational Impact

Design and implement information technology systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to information technology

Global Employability

Qualify for information technology roles across technology firms, corporates, startups and public institutions worldwide

Competency Framework

Core Competencies You Will Develop

✦Service Desk Architecture

✦Software Troubleshooting

✦Email Support

✦Endpoint Support

✦Service Request Handling

✦Support Documentation

Course Curriculum

Programme Modules

The full programme, module by module.

Core CurriculumModules 1–20 · specific to Certified IT Support Professional · module 20 is the capstone

1

IT Support Foundations

Software design patterns and quality · Software architecture and design decisions · Incident response and running software in production · Data visualisation for finance

2

Service Desk Architecture

Frontline service delivery and the conditions that produce it · APIs and service design · Sales and customer-service training · Project data, reporting and analytics

3

Hardware Support

Hardware, software and systems overview · Data analytics and visualisation · Big data technologies and platforms · Data privacy and protection

4

Operating System Support

Cloud, infrastructure and the operating decisions behind them · L&D operating models and governance · Post orders and standard operating procedures · Deploying and operating models in production

5

Software Troubleshooting

Data ethics and customer privacy · Data protection and customer privacy · Data, analytics and customer insight · Data security and confidentiality

6

Network Troubleshooting

Application and network security · Master data and configuration · Post-implementation support · Data governance in enterprise systems

7

User Account Support

Data ethics and privacy in finance · Data gathering and financial analysis · Recommendations and decision support · Management reporting and decision support

8

Email Support

Data protection and privacy · Data analytics for assurance · Data governance and quality · Data privacy compliance in practice

9

Printer and Peripheral Support

Data quality, verification and use · Data and interoperability · Building support networks and mentors · Data-informed and evidence-based decisions

10

Remote Support

Inclusive, remote and distributed leadership · Payment messaging, ISO 20022 and data quality · Project data, performance analysis and delivery intelligence · Intelligence-led and data-driven security

11

Endpoint Support

Data protection and privacy by design · Data storytelling and communicating findings · Tables, charts and presenting data in documents · Monitoring and evaluation with data

12

Basic Cybersecurity Support

Cybersecurity hygiene and data protection in daily practice · Cybersecurity and financial data protection · Cybersecurity and data protection in HR · Cybersecurity and data protection

13

Incident Ticketing

Incident investigation and corrective action that holds · CRM and ticketing systems · Security incident response and post-incident review · Security operations and incident response

14

Service Request Handling

Contact centre and service operations management · Emerging threats and defensive strategy · Adult learning theory (andragogy) · The learning and development profession

15

Knowledge Base Management

Technical documentation and knowledge transfer · Sustaining transformation and benefits · Measuring learning transformation impact · The evidence base for effective learning

16

Escalation Procedures

Policies and procedures: writing rules people can actually follow · Gamification and interactive design · Virtual classrooms and webinars · Social and collaborative learning

17

Support Documentation

Vendor and faculty management · Capability and skills frameworks · Aligning learning to performance · Leading the learning function

18

IT Support Metrics

Security KPIs and metrics · Security metrics and reporting · Assessment design for learning: testing what was meant to be learned · E-learning design: what changes when nobody is in the room

19

Support Quality Improvement

Organisational maturity, assessment and improvement programmes · Continuous improvement in security · Driving measurable security improvement · Workplace and social learning: shadowing, communities and on-the-job development

20

IT Support Practicum

Information security fundamentals · Cyber-physical systems and OT security · Access, identity and credential security · Security of surveillance and access systems

Professional ElectivesModules 21–30 · common to all GLI certifications · broaden your professional range

21

Strategic Communication and Executive Presentation

Vision, purpose and translating direction into work · Audience-centred communication and message structure · Executive leadership: the board interface and enterprise stewardship · Persuasive structure: framing, evidence and the ask

22

Leadership and Team Effectiveness

Leadership identity, style and the limits of style · Leadership assessment, feedback and continuous self-review · What critical reasoning is and what it is not · Situational and adaptive leadership

23

Analytical Thinking and Evidence-Based Reasoning

Creativity and critical-thinking development · Analytical techniques and bias · Evidence-based improvement · Problem framing: symptoms, definition and scope

24

Professional Decision-Making

Managerial decision-making, bias and decision rights · Escalation and decision-making · Decision support: briefs, options and judgement under pressure · Decision frameworks: criteria, weighting and trade-offs

25

Negotiation, Influence and Stakeholder Management

Negotiation preparation: interests, options and the walk-away · Power, followership and organisational politics · Negotiation: preparation, interests and value creation · Concessions, anchoring and the shape of a bargain

26

Project and Execution Management

Proposals, bids and the business case · Project roles and the project manager · Developing the project business case · Planning, scheduling and personal workflow systems

27

Financial Literacy for Professionals

Financial reporting standards and their application · Financial management for the operating manager · Liquidity, funding and balance sheet management · Management accounting: costing, budgeting and decision support

28

Digital Skills, AI and Technology for Professionals

Digital workplace, collaboration and user support · Productivity, collaboration and workflow tools · Tools for interaction and collaboration · Working with data: quality, interpretation and honest presentation

29

Ethics, Governance and Professional Accountability

Ethical leadership: integrity, tolerated behaviour and moral courage · Ethics, conduct and speaking up · Business development risk, ethics and integrity · AI for managers: adoption, oversight and governance

30

Personal Effectiveness, Productivity and Career Growth

Emotional competence: awareness, regulation and expression · Self-awareness, strengths and the accuracy of self-image · Emotional intelligence and self-regulation · Priority: outcomes, importance and the urgency trap

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified IT Support Professional principles aligned with ITIL, ISO/IEC and recognised technology and cybersecurity standards
Apply evidence-based methods to improve information technology, software, data and digital systems
Master systems, architecture and infrastructure and software development and application delivery
Apply data, analytics and emerging technologies and networks, cloud and platform engineering in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in information technology

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified IT Support Professional — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

Work through 15 structured modules and 75 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CISUP certification?

The Certified IT Support Professional is a professional certification awarded by the Global Leadership Institute. It covers 20 core modules specific to IT Support Professional, culminating in the capstone “IT Support Practicum”, plus 10 professional elective modules common to all GLI certifications. Candidates study through the online portal, submit the capstone project and sit a final examination; those who pass receive a verifiable certificate carrying a unique certificate ID.

Who should enrol in the CISUP?

This certification is ideal for IT and Systems Professionals, Software Developers and Engineers, Data and Analytics Specialists and IT Managers and Solution Architects, and other professionals seeking to formalise their expertise in information technology, software, data and digital systems with a globally recognised credential.

How long does the CISUP certification take to complete?

The programme is structured over 11 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CISUP internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with ITIL, ISO/IEC and recognised technology and cybersecurity standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CISUP certification?

The Certified IT Support Professional is offered in two formats: Self-Paced at USD 449 and Live Virtual at USD 649. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CISUP certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CISUP?

The Certified IT Support Professional is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CISUP?

The Certified IT Support Professional carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CISUP while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CISUP?

Graduates progress towards senior engineering, architecture and IT leadership roles. The CISUP strengthens your expertise in information technology, software, data and digital systems and positions you for advancement across technology firms, corporates, startups and public institutions.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

IT Director

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Solutions Architect

NGO Sector

“

I earned my CISUP while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Data Lead

Government

Certified IT Support Professional

Certified IT Support Professional

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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