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The Professional Certificate Alignment of IT and the Business according to ISO/IEC 20000 is designed to provide practical knowledge of how IT service providers should align the IT services to the needs of their customers and their own internal policies and strategies. For example, how a Service Level Agreement influences the service delivery.
Successful candidates will receive a third-party, internationally recognized confirmation of their ability to apply IT Service Management system concepts in accordance with ISO/IEC 20000.
IT Service Management decision makers are faced with many options with regards to how they fulfill their personnel development needs some of these options present complex paths which they find difficult to align to the needs of the different roles within IT Service Management.
The ISO/IEC 20000 qualification scheme helps to address this issue by introducing a scheme based upon the role based needs of an IT Service Management organization. Not only do the qualifications demonstrate knowledge of the service management standard but more importantly they demonstrate how IT Service Management should be established, operated and maintained through the use of best practice commonly available in the marketplace and best practices developed by the IT Service Provider itself.
The “Alignment of IT and the Business” qualification brings with it many benefits which are summarized here, it provides guidance on:
- 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
- How to maintain service level agreements
- How to manage and report on expenditure against an approved budget
This well-structured training program helps candidates to continuously improve their personal qualifications, thus supporting their continual professional development within their organization. There is a clearly defined qualification path for candidates to follow.
From a general perspective benefits to candidates can be summarized as follows; the qualification is:
- Aligned to international standards which will aid recognition of the achievement that the candidate has realized
- Defined, operated and maintained by an internationally recognized body with many years’ experience in providing high quality qualifications
- In line with the role based needs of the IT service provider helping to ensure that candidates are aware of what they need to be aware of within their domain whilst also understanding key touch points to other key stakeholders
- Based on communicating practice oriented expertise to the candidates providing them with knowledge which can be applied in real life
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Class Agenda:
- Introduction
- Review of ISO/IEC 20000 Concepts
- Plan Processes for Alignment of IT and the Business
- Implement Alignment of IT and the Business
- Measure Monitor and Report on Alignment Processes
- Improve Alignment Processes
Practical Assignments
- The course consists for 50% of practical assignments during which the students learn how to apply the ISO/IEC 20000 requirements
- Practical Assignments can be set and assessed by either an authorized trainer from the accredited training organization, or by a suitably qualified coach. Experienced professionals in the IT department in the participant’s organization can be authorized as coaches
- When the course is conducted ‘in-house’, i.e. onsite or in a virtual classroom for one customer organization, the assignments are tailored to your own environment; the results of these assignments can be used and applied immediately after the training course!
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Prerequisites:
All candidates must hold the Foundation Certificate in IT Service Management according to ISO/IEC 20000 or an equivalent, prior to sitting the Professional Certificate Alignment of IT and the Business according to ISO/IEC 20000 examination. More detailed information may be found in the side entry routes document.
Audience:
The target group for this qualification includes those personnel who are involved in a practical way in:
- Conducting service reviews (with the business and/or suppliers)
- Defining and managing service levels
- Managing business/customer relationships (including account management)
- Managing suppliers
- Managing finances
- Process improvement activities
- Producing service reports And/or
- IT Service Management performance/balanced scorecard analysis
Course Length: Three Days
List Price: $1595.00
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