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 examination Executive Consultant/Manager Certificate in IT Service Management according to ISO/IEC 20000 is designed to provide evidence of the ability to create and evaluate the overall IT service management system and to initiate organizational change to meet the compliance requirements of an organization. Note that this exam is currently in the pilot phase.
The target group for this qualification includes those personnel who are involved on a strategic level in:• Defining ITSM strategies, policies and objectives in relation with the service provider’s strategy• Writing the IT service provision policies, defining objectives and metrics• Defining the management system for IT service management (e.g. scope, responsibilities)• Evaluating the IT service management system and the level of compliancy• Managing implementation and improvement programs• Initiating and managing cultural change in the organization
The Executive Consultant/Manager Certificate in IT Service Management according to ISO/IEC 20000 is part of the ISO/IEC 20000 Qualification Scheme, which covers a series of exams that are aligned with the various roles in IT service management.
The candidate should possess the following certificates: • 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 20000• The Manager/Consultant certificate in ITSM according to ISO/IEC 20000 The candidate should have at least 3 years experience in a consultant/manager role and attended an accredited master class Executive Consultant/Manager in IT Service Management according to ISO/IEC 20000, having accomplished successfully the project assignments for the accredited training class.
The candidate should possess the following certificates:
• 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 20000• The Manager/Consultant certificate in ITSM according to ISO/IEC 20000
The candidate should have at least 3 years experience in a consultant/manager role and attended an accredited master class Executive Consultant/Manager in IT Service Management according to ISO/IEC 20000, having accomplished successfully the project assignments for the accredited training class.
1. Setting the direction for the IT organization 40% 2. Directing the IT organization 30% 3. Monitoring the performance of the IT organization 15% 4. Governing the IT service management system 15%
The master class consists of two sessions, two days each, separated in time by at least 3 months, to allow students time for a project based on a real life situation.
45 minutes: 15 minutes presentation, 15 minutes questioning presentation, 15 minutes questioning other exam requirements
Assessment of: resume, contributions in master class, project paper, project presentation, oral examination.
Number of questions: undefined Pass mark: 65% overall (paper and presentation each >= 50%) Open book: no Electronic equipment permitted: for the presentation
There is no sample exam available.
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