Course Summary
This 2 day course looks at the practical use and analysis IT Service Management (ITSM) documents and records.
The course is designed for IT professionals who are involved in managing the performance of ITSM and for the control of documents, reporting and records.
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 are involved in the following activities:
- Managing IT service functions (e.g. Service Desk)
- Process improvement
- People development
- Improving management systems
- IT professionals who are responsible for ITSM performance
What You Will Learn
- How to analyse IT Service Management performance
- How to apply and review successful IT Service Management policies
- How to use document management systems
- How to set staff roles and expectations
- How to assess the effectiveness of staff training
- How to manage and review improvement initiatives
- How to apply the ISO/IEC 20000 certification process
Prerequisites
You need to hold the ISO/IEC 20000 Foundation certificate to attend the course and sit the exam.
Certification
Successful candidates obtain the Professional Management and Improvement of IT Service Management processes according to ISO/IEC 20000 certificate.
The 90 minute exam is scenario-based multiple choice with a pass mark of 26 correct answers from 40 (65%).
This certification is one of the 5 professional level modules ISO/IEC 20000 qualification program. You can read more about the full program here.
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
2 days, a little homework and the 90 minute exam.
Day One
Introduction
Review the ISO/IEC 20000 qualification program and course structure
Review of ISO/IEC 20000 concepts
Review the core concepts of ISO/IEC 20000 and the associated ITSM processes
Integrated IT Service Management
Learn how to identify the impact of improvement initiatives on the overall ITSM system.
Definition and Maintenance of the IT Service Management system
How to maintain the ITSM system and communicate non-conformance to ISO/IEC 20000
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
Working With the Business/Customer
Analyse the impact of changing business requirements on the IT service management system. Identify risks which can impact service. Understand the implications of management control of suppliers
Effective Communication
Formulate effective ways to communicate ITSM to different stakeholders
Maintain the Management System
How to identify what should be documented and controlled. How to relate ITSM roles to each other and review staff competencies
Reporting
How to monitor, measure and improve ITSM. Identify if the management system conforms to ISO/IEC 20000
Identifying & Managing Risks
Identify organisational and service based risks that could affect customer service
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
