Certified IT Operator (CITO®)

CITO© Overview

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.

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Who Should Attend

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.

Learning Outcome

After completion of the course, the participant will be able to:

  • Understand the role and importance of Information Technology in the organisation
  • Describe the function of the IT organisation, roles and responsibilities
  • Provide technical input for vendors RFP (Request for Proposal)
  • Cooperate and coordinate with vendors for delivery, maintenance, support and monitoring activities
  • Execute basic projects using principles of project management
  • Deploy applications and understand application life cycle management
  • Identify the options for virtualisation and storage solutions
  • Create, publish and maintain documentation
  • Operate incident and event management and request fulfilment
  • Identify risk and understand the principles of risk management
  • Design, implement and operate security logging
  • Understand the principles of information security
  • Monitor and report on quality in IT

Course Syllabus

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)

Delivery Structure and Methods

The CITO® course is lectured by an EPI Certified Instructor.

CITO® course is available in the following delivery methods:


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.  

Certification & Accreditation

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.  Please see the EPI Recertification Program for available options.

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CITO® Resources

  1. Create your own personalised IT career plan
    If you are wondering what is the next step in your career and how to prepare for it, use the ITCPT (IT Career Planning Tool) to help you create a data centre career plan! Click here > ITCPT.

Find a Training Schedule

Find a training schedule that suits you, click here.  Or register for the TOD and learn anytime, anywhere.

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Available now as TOD

EPI TOD (Training On Demand)


• Foundation

EPI Data Center Framework

EPI Data Centre Operations Standard (DCOS)

EPI Data Centre Conpetence Framework

EPI Data Center Training Framework

IT Training Framework

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