IT SERVICE MANAGEMENT FOUNDATION BASED ON ISO/IEC 20000
ITSM Foundation based on ISO/IEC 20000
Purpose and objective
management based on ISO/IEC 20000:2011.
Successful completion of the IT Service Management Foundation based on ISO/IEC 20000 course is the necessary prerequisite for continuing studies. The IT Service Management Associate based on ISO/IEC 20000, the next step, is strongly focused on the install, plan, do and check activities of Deming’s PDCA cycle and supporting the elements of audit and improvement (act) across the SMS. Once the Associate is achieved, there are two options: the IT Service Management Consultant Manager or the IT Service Management Auditor.
All content of the training is in accordance with the requirements determined by the largest international certification bodies.
EXIN IT Service Management Foundation based on ISO/IEC 20000 is part of the EXIN Certified Integrator Secure Cloud Services. Meet the program.
Training Content (Syllabus)
The Service Management System (SMS)
Introduction to Management Systems
Core concepts of the Service Management System (SMS)
Core concepts of Quality Frameworks
Core concepts of IT Service Management
Introduction to IT Service Management
Service Design and Transition
Core concepts for Service Design and Transition
The service delivery processes and their relationships
The service delivery processes and their relationships (Service level management, Service reporting, Service continuity and availability management, Budgeting and accounting for services, Capacity management, Information security management)
The relationship processes and their relationships
The relationship processes and their relationships (Business relationship management, Supplier management)
The resolution processes and their relationships
The resolution processes and their relationships (Incident and service request management, Problem management)
The control processes and their relationships
The control processes and their relationships (Change management, configuration management, release and deployment management)
Certification Exam (optional)
ITSM Foundation is intended for everyone playing a role or having an interest in IT service management. Specific roles could include:
Business and supervisory staff
IT architects and/or planners
IT audit managers / auditors
IT security managers / officers
Suppliers, Lead suppliers and sub-contracted suppliers
Service provider customers
Recommended: 16h ours
Training and Examination: Portuguese (pt-br) or English
Core concepts of Service Management and quality frameworks
The Service Management System (SMS) and the value and application of the PDCA cycle
High-level concepts around service design and transition
Objectives, activities and quality requirements of the service management process
Format: Multiple choice, 40 questions.
Duration: Maximum 60 minutes for all candidates in their respective language.
Open Book: No.
Pass Score: 26/40 or 65%
Delivery: This examination is available in Online or Paper based format.
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