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ISO/IEC 20000 Executive Consultant Manager
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The master class project based on a real life situation is part of the accredited master class. Assessment of the paper on the project and the presentation of the results and the student’s experiences are part of the exam.
Examples of subjects for a master class project include:
- Develop a service management strategy for an IT service provider, based on the existing vision and strategy. Provide a plan to share that service management strategy with the organization (staff, management) and outline an improvement program for one of the strategic objectives.
- Evaluate the compliancy of an existing management system of an IT service provider.
- Create a program for cultural change for an IT service provider, based on a realistic case study.
- Define the architecture of the portfolio of products and services for an IT service provider, showing how this will improve the alignment of the service management approach with the business strategy.
Master class projects will be set and mentored by an accredited tutor as part of the accredited training. Preferably the project will be in line with the student’s professional activities during the project period.
Each student participates in a project that enables him/her to develop and improve their competencies as an executive consultant/manager in IT service management according to ISO/IEC 20000. Your instructor will define the project based on the required competency development of the student and his/her possibilities for a meaningful project in the working environment. Your instructor will also offer coaching and mentoring during the project, i.e. in between the formal master class sessions. The experiences of the instructor with the students, both during the master class sessions and the projects will be reported to the examiner. The assessment of these reports is part of the overall assessment of the candidate by the examiner.
Students can only take part in the exam if the examiner has received the student’s paper on the project and the report of the tutor (for the first session and the work during the project) two weeks before the second session. Students may be excluded from the exam if the examiner judges the quality of the project paper as insufficient.
All assignments for master class projects must be based on the criteria provided. They need no formal approval.
Each student is properly assessed, instructed, coached and mentored. This involves careful selection of master class projects and master class assignments, so each student is given full opportunity to be adequately assessed and provided with professional feedback. If a participant is not able to demonstrate essential skills needed to successfully meet the requirements of the IS20ECM qualification, the instructor will report this to EXIN/TÜV SÜD, but must also discuss their findings with the participant, perhaps offering the participant some additional or alternative training or suggest how additional experience may be gained.
Before taking part in the Executive Consultant/Manager in ITSM examination the participant must have
- All the certifications as mentioned under prerequisites
- Participated fully in the master class (during the sessions plus project work in between)
- Submitted the master class project paper two weeks before the second session
- Prepared a presentation (15 minutes) on the results and experiences of the project, together with a documented outline of the presentation
The resume, tutor report and project paper will have to be in the possession of the examiner two weeks before the planned exam date.
After having fulfilled these requirements and having passed the examination, the participant will receive the Executive Consultant/Manager Certificate in IT Service Management according to ISO/IEC 20000.
If any of the assessments during the master class is negative the participant will fail and receive advice on how to proceed. If a candidate fails to meet the requirements for the Executive Consultant/Manager certificate he or she may be advised to take another master class in the future. It is not possible to redo only a part of the master class or the assessments.
Skills expected from the Executive Consultant/Manager in ITSM:
- Matching business with IT objectives The candidate should be able to demonstrate the ability to connect both IT and business objectives in new and existing IT policies, plans and objectives.
- Process improvement The candidate should be able to manage and improve processes in a consistent way.
- Evaluation The candidate should be able to make decisions based on in-depth reflection, criticism and assessment (e.g. judge, critique, rate, measure, test or justify)
- Creation The candidate should be able to create new ideas and information using what has been learned (e.g. integrate, write, develop, generate or compose)
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Class Agenda:
The course outline indicates the possible structure of the master class. This is an indication only that by no means dictates how training should be conducted. However it provides a logical order for the exam topics and gives a time indication that corresponds with the exam requirements percentage, the overall duration of the master class is a minimum of 20 contact hours plus an 8 hour examination session. The master class consists of two sessions, two days each, with a period in between for the master class projects, of at least 3 months. The tutor will have a recommended contact time of 2 hours with each student each month during this period, This is expected to be through remote support (e-mail/telephone/forum).
The first session of the master class, among others, will prepare the participants for their project and introduce the topics from the syllabus in line with the exam requirements. It is assumed the students have prepared themselves for the master class and will actively participate in the discussion, sharing experiences in the key areas within the role of the Executive Consultant/manager in ITSM according to ISO/IEC 20000 and will be encouraged to formulate their personal learning objectives for each of these areas. During the first session gaps in the knowledge, skills and experience of participants will be identified. On day two a project will be determined and the student will write a proposal.
The course addresses the following topics:
Setting the direction for the IT organization
- Define an IT service management approach
- Write a vision and mission statement for IT service management, based upon business direction
- Devise an IT service provision strategy in line with the vision and mission statement, taking key stakeholders into account
- Formulate policies, determine objectives and indicators in line with the vision and strategy
- Assess the possible contribution of standards, frameworks and best practices to the IT service management approach
- Determine the strategic objectives for improvement plans for IT services and IT service management processes
Design a strategic framework for the portfolio of products and services
- Formulate organizational requirements
- Determine requirements for different groups of customers
- Identify consequences (resources, risks)
- Compose the portfolio of products and services
- Justify the portfolio of products and services by a business case
Define a management system for IT service management
Assess the requirements for compliance and management systems in the organization based on business needs and business strategy
- Assess the needs for an integrated management system
- Design a strategic competency framework with associated roles and organizational structure
- Justify implementing/improving a management system for IT service management by a business case
Direction the IT organization
Communicate vision and strategy
- Provide a clear message on vision and strategy for IT service provision
- Choose appropriate means of communication to convince managers and staff
- Explain the relationship between the management system and the vision and strategy
Manage organizational change
- Assess the alignment of the organizational culture to the required strategy
- Select appropriate interventions for organizational change
- Convince management of the need to achieve quality in IT service provision
- Design and manage a program for cultural change
- Advise and coach management in changing organizational behavior
Monitoring the performance of the IT organization
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Evaluate the level of compliance
- Assess health reports (e.g. balanced score card) and management reviews of the management system
- Assess reports on performance, effectiveness and efficiency of the ITSM management system
- Assess the contribution of IT service provision and IT service management processes to the organization’s mission and strategy and identify possible improvements
Assess strategic risks
- Assess health reports (e.g. balanced score card) and management reviews of the management system
- Assess reports on performance, effectiveness and efficiency of the ITSM management system
Governing the IT service management system
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Setting IT Service Management objectives
- Align service management objectives with obtained results and business needs
- Setting strategic direction for improvement programs (e.g. setting priorities)
- Propose standards, frameworks and best practices supporting improvement plans for IT services and IT service management processes
Manage risks to the integrated management system
- Select plans to mitigate strategic risks
- Select plans to mitigate risks to the integrated management system
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Prerequisites:
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 students are recommended to purchase and study the following book: Fundamentals of Organizational Behavior
Authors: J. Slocum and D. Hellriegel
Publisher: England, South-West Thomson Learning, 2008
ISBN: 978-0-324-58115-7 (USA: 0-324-57872-5)
Audience:
The target group for this qualification includes those personnel who are involved on a strategic level in:
Course Length: Four Days
List Price: $3790.00
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