Course Summary
This expert level, 3 day course takes a step-by-step look at how to plan, implement and maintain a IT service management system.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
This course is designed for IT professionals who involved in the following activities:
- Defining ITSM strategies, policies and objective
- Managing ITSM departments
- Managing ITSM projects
- Managing cultural change in the organisation
What You Will Learn
- 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
Prerequisites
You need to hold the ISO/IEC 20000 Foundation certificate to attend the course and sit the exam, the Associate Consultant/Auditor certificate or the Professional Management, Improvement of ITSM processes certificate and two other professional level certificates.
Certification
Successful candidates obtain the Consultant/Manager Certificate in IT Service Management according to ISO/IEC 20000 certificate.
The 2 hour exam is case study based a comprises of two multiple choice sections (with 10 questions each) and third section which contains 3 essay-style questions.
The pass mark is 65% overall, with a minimum of 50% required in all 3 sections of the exam.
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you full quotation the same day.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
Course Contents
3 days, a little homework and the 2 hour minute exam.
Day One
Introduction
Review the ISO/IEC 20000 qualification program and course structure
Establish the Service Management Plan
How to design the plan and assess the applicability of compliance and certification (e.g. Sarbanes-Oxley, Basel II and ISO/IEC 20000)
Plan processes
Understand how to create risk and issue management procedures and create a service improvement processes
Plan Service Provision
Design and manage the implementation of new and changed services. How to recommend a service portfolio evaluate the opportunities for the improvement of IT services
ISO/IEC 20000
A detailed walkthrough of the ‘must have’ and ‘recommended’ requirements for ISO/IEC 20000 compliance. Learn the scope, terms & definitions and requirements for management system as defined within ISO/IEC 20000. Understand how to plan and implement IT Service Management and manage the introduction of new or changed IT services
Day Two
Implement & Operate
How to create IT service policies and objectives. Manage risks and recommend mitigating actions
Assignment
Motivate
How to inspire staff and teams to achieve quality IT service management
Asses the Management System
How to prepare for internal and external audits
Report
Assess management system health reports and compare process performance against quality metrics
Day Three
Review the Management System
Evaluate the performance of the management system. Chairing review meetings
Assignment
Manage Service Improvement Initiatives
Recommend actions and activities based on audit findings
Perform an Improvement Project
Create the roles and responsibilities for a service improvement program. Manage project activities and risks
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
