ITSM according to ISO/IEC 20000
Kwalitatief IT Service Management
Het EXIN ITSM-programma is het enige multilevelprogramma voor IT-professionals dat voldoet aan de kwaliteitseisen van ISO/IEC 20000.
Het is gebaseerd op best practices van alle IT-servicesmanagementframeworks en gaat terug naar de essentie van goed IT-servicemanagement.
Op de microsite kunt u alles lezen over de EXIN’s ITSM programma.
The Consultant/Manager Certificate 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
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 systemsAnd/or• Evaluating/assessing ITSM management system capabilities/performanceSpecific roles could include:• Process owner (for a group of processes)• Service Manager• Team Manager in the IT department• Consultant to the above
The Consultant/Manager Certificate in IT Service Management according to ISO/IEC 20000 is part of the ISO/IEC 20000 Qualification Program, which covers a series of exams that are aligned with the various roles in IT Service Management.
- 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 20000The 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 in the course.
1. Planning the IT service management system 25% 2. Implementing and managing the IT service management system 25% 3. Measuring, monitoring and reporting on the IT service management system 25% 4. Improving the IT service management system 25%
The candidate should successfully have completed the practical assignments.
120 minutes
Computer-based or paper-based multiple-choice, multiple-response and essay questions.
Number of multiple-choice/response questions : 20 Pass mark : 50% (25 marks out of 50 marks) Number of essay questions : 3 Pass mark : 50% (25 marks out of 50 marks) Overall pass mark : 65% (65 marks out of 100 marks) Open book : no Electronic equipment permitted : no
A sample exam is available through your Accredited Training Provider.The case study can be downloaded from the EXIN website.
Wilt u weten wat de exameneisen en case study zijn voor dit examen? Download: