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The Professional Certificate Support of IT Services according to ISO/IEC 20000 is designed to provide practical knowledge of how documents and records should be applied and analyzed within the fields of the Resolution Processes (Incident and Problem Management). For example, how to use methods and techniques to identify the root causes of incidents.
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 “Support of IT Services” qualification brings with it many benefits which are summarized here, it provides guidance on:
- How to manage incidents from initial identification through to closure and review
- How to analyze incident trends
- How to formulate actions to minimize the impact of incidents to the customer
- How to communicate with end users
- How to prioritize incidents and problems
- How to integrate incident and problem management with other ISO/IEC 20000 processes
- How to maintain knowledge repositories used by Resolution staff members and others
- How to measure the effectiveness of the Resolution processes
- How to improve the resolution processes
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 touchpoints 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 for the Support of IT Services
- Implement and manage Support of IT Services
- Measure Monitor and Report on Support of IT Services
- Improve Support of IT Services
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 Support of IT Services 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:
- Restoring agreed service levels to the customer as soon as possible
- Responding to service requests (password resets, equipment moves)
- Minimizing disruption to the customer by identification and analysis of the cause of incidents
- Managing Incidents and Problems to closure
- Incident registration, classification, escalation, resolution and closure
- Maintaining Knowledge Repositories
- Proactive Problem Management including Incident Trend analysis
- Reporting on Incidents and Problems and keeping End Users informed
- Recommend improvements to eliminate causes of Incidents
Course Length: Three Days
List Price: $1595.00
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