Consultant/Manager in IT Service Management According to ISO/IEC 20000 Course

OVERVIEW

The Consultant/Manager Certificate course in IT Service Management according to ISO/IEC 20000 is designed to provide practical knowledge of maintaining and improving the overall IT service management system.

The IT Service Manager/Consultant qualification provides guidance on:

• Documenting and maintaining ITSM policies
• Maintaining a portfolio of products and services
• Understanding and applying cultural change methods and techniques
• Motivating people
• Assessing the IT service management system
• Aligning service improvement initiatives to reflect ITSM strategy

CLASSROOM INSTRUCTOR-LED COURSE

Registration Fee: $2,595                        Duration: 3 Days

Examination Details:

• Examination type: Computer-based multiple-choice, multiple-response and essay questions.
• Time allotted for examination: 120 minutes
• Number of questions: 20
• Pass mark: 50% (25 marks out of 50marks)
• Number of essay questions 3
• Pass mark 50% (25 marks out of 50 marks)
• Overall pass mark 65% (65 marks out of 100 marks)

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.

Credits Earned

• 24   PDU Credits
• 3     College Credits

CURRICULUM

• Planning the IT Service Management System
  • Establish the service management plan
  • Plan management system processes
  • Plan service provision
• Implementing and Managing the IT Service Management System
• Measuring, Monitoring and Reporting on the IT Service Management System
• Improving IT Service Management
• Manage service improvement initiatives
• Perform an improvement project

PREREQUISITES

• The Foundation Certificate in ITSM according to ISO/IEC 20000
• The Professional Certificate Management and Improvement of ITSM processes according to ISO/IEC 20000
• Two additional Professional Certificates in ITSM according to ISO/IEC 20000

The candidate should have attended an accredited training course:

• Consultant/Manager in IT Service Management according to ISO/IEC 20000, having accomplished successfully the practical assignments.

WHO SHOULD ATTEND

The target group for this qualification includes those personnel who are involved in a practical way in:

• Defining ITSM strategies, policies and objectives
• Effecting cultural change in the organization
• Managing ITSM departments
• Designing and maintaining ITSM management systems

And/or

• Evaluating/assessing ITSM management system capabilities/performance

Specific roles could include:

• Process owner (for a group of processes)
• Service Manager
• Team Manager in the IT department
• Consultant to the above