ISO/IEC20000 Professional: Support of IT Services According to ISO/IEC 20000 Course

OVERVIEW

The Professional Certificate Support of IT Services according to ISO/IEC 20000 course is designed to provide practical knowledge of how documents and records should be applied and analyzed within the fields of the Resolution Processes (Incident and Problem Management). For example, how to use methods and techniques to identify the root causes of incidents.

CLASSROOM INSTRUCTOR-LED COURSE

Registration Fee: $2,295                        Duration: 3 Days

Examination Details:

• Examination type: Computer-based multiple-choice
• Time allotted for examination: 90 minutes
• Number of questions: 40
• Pass mark: 65 % (26 out of 40)

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

• Plan the processes for the Support of IT Services
  • Planning the activities of the resolution processes
  • Planning policies, procedures, roles and tools
  • Planning interfaces with other processes
  • Planning for reporting and review
• Implement and manage the Support of IT Services
  • Managing the implementation of the resolution processes
  • Applying policies, procedures, methods and techniques
  • Organizing and directing the resolution teams
• Measure, monitor and report on the Support of IT Services
  • Reviewing the resolution processes
  • Reporting on the effectiveness and efficiency of the resolution processes
• Improve the Support of IT Services processes
  • Defining and prioritizing improvements for the resolution processes

PREREQUISITES

Before taking the Professional Certificate Support of IT Services according to ISO/IEC 20000 course candidates must have undertaken training with an EXIN Accredited Training Provider and successfully completed the practical in course assessment. Candidates must hold the Foundation Certificate in IT Service Management according to ISO/IEC 20000 or an equivalent which can include the ITIL Foundations certificate.

WHO SHOULD ATTEND

The target group for this qualification includes those personnel who are involved in a practical way in restoring agreed service levels to the customer as soon as possible, responding to service requests (password resets, equipment moves), minimizing disruption to the customer by identification and analysis of the cause of incidents, managing Incidents and Problems to closure, incident registration, classification, escalation, resolution and closure, maintaining Knowledge Repositories, Proactive Problem Management including Incident Trend analysis, reporting on Incidents and Problems and keeping End Users informed and recommend improvements to eliminate causes of Incidents.