Course Summary
This 2 day course looks at how to practically align IT services to meet the needs of customers. The implications for internal IT policies and strategies are also explored.
The course covers business relationship management and service level management, as well as managing suppliers and IT finances.
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:
- conducting service reviews (with the business and/or suppliers)
- defining and managing service levels
- managing business/customer relationships (e.g. account managers)
- managing suppliers, finances and process improvement activities
- or producing service reports.
What You Will Learn
- How to manage and report on expenditure against an approved budget
- How to maintain service level agreements
- How agreements should be aligned throughout the supply chain
- How information from the customer can be used to plan ahead
- How to report effectively on service provision
- How to manage suppliers to ensure conformance to contractual commitments
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 Alignment of IT and the Business according to ISO/IEC 20000certificate.
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
Plan processes
Understand the activities involved to align IT and the business and how to plan them
Implement
How to manage the introduction of alignment processes. Create and apply policies and procedures. How to organise teams
Day Two
Measure, Monitor & Report
How to review the alignment processes and report on service performance
Improve Processes
How to identify and prioritise process improvements
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
