IT service management describes the design, delivery, support, and improvement of IT-related services to support business outcomes. The international standard for service management, ISO/IEC 20000-1:2018, defines the requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS).
The SMS makes it clear what is essential to managing the service lifecycle: one must plan, design, transition, deliver and improve services. As services meet the agreed requirements, value is delivered to customers, users and the organization providing those services. This EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 certification describes the key information and concepts for IT service management based on ISO/IEC 20000- 1:2018. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within service management. The emphasis is on the service management system and service management processes, specifically, the core concepts and basic terminology of IT service management based on ISO/IEC 20000-1:2018.
Successful completion of the EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 is recommended for the EXIN IT Service Management Specialist based on ISO/IEC 20000:2018. The Specialist is strongly focused on the practical skills necessary to deploy a service management system and ensure its ongoing relevancy, maintaining, and improving as necessary, its alignment to the defined service management policy and other organizational policies and plans.
Bloom level
The EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 certification tests candidates at Bloom Levels 1 and 2 according to Bloom’s Revised Taxonomy:
Bloom Level 1: Remembering – relies on recall of information. Candidates will need to absorb, remember, recognize and recall.
Bloom Level 2: Understanding – a step beyond remembering. Understanding shows that candidates comprehend what is presented and can evaluate how the learning material may be applied in their own environment. This type of questions aims to demonstrate that the candidate is able to organize, compare, interpret and choose the correct description of facts and ideas.
Training and Exam specifications
1 Introduction to IT Service Management
1.1 Core Concepts of IT Service Management
The candidate can…
1.1.1 explain how “Adapt and Adopt” is used within service management.
1.1.2 explain the difference between an IT service and non-IT services.
1.1.3 describe the value of service management.
1.1.4 describe the principles of continual improvement.
1.2 Core Concepts Surrounding ISO/IEC 20000-1:2018
The candidate can…
1.2.1 identify the purpose and benefits of ISO/IEC 20000.
1.2.2 describe what a service management system is.
1.2.3 describe how management system standards (MSSs) are designed to allow organizations to integrate multiple MSSs.
2 Service Management System (SMS)
2.1 Critical Elements of a Service Management System
The candidate can…
2.1.1 explain how the organization and interested parties impact the SMS.
2.1.2 describe the importance of understanding organizational risks and opportunities.
2.1.3 describe the service management objectives.
2.1.4 outline the leadership responsibilities.
2.1.5 define general governance principles.
2.1.6 describe importance of documentation and basic requirements for documentation.
2.1.7 describe the requirements for resource management.
2.2 Core Concepts of the Service Management System
The candidate can…
2.2.1 describe the key principles of producing and implementing a service management system.
2.2.2 outline the requirements for designing, building and transitioning new or changed services.
2.2.3 describe the requirements for monitoring, measuring, analysis, evaluation and improving the SMS and services.
2.2.4 describe the continual improvement activities for the SMS and services.
3 The Operation of the Service Management System
3.1 Service Portfolio Processes (Service Catalog Management, Asset Management, Configuration Management)
The candidate can…
3.1.1 describe the objectives and service requirements.
3.1.2 explain the activities and practical application for each process.
3.2 Relationship and Agreement Processes (Business Relationship Management, Service Level Management, Supplier Management)
The candidate can…
3.2.1 describe the objectives and service requirements.
3.2.2 explain the activities and practical application of each process.
3.3 Supply and Demand Processes (Budgeting and Accounting for Services, Demand Management, Capacity Management)
The candidate can…
3.3.1 describe the objectives and service requirements.
3.3.2 explain the activities and practical application of each process.
3.4 Service Design, Build and Transition Processes (Change Management, Release and Deployment Management)
The candidate can…
3.4.1 describe the objectives and service requirements.
3.4.2 explain the activities and practical application of each process.
3.5 Resolution and Fulfilment Processes (Incident Management, Service Request Management, Problem Management)
The candidate can…
3.5.1 describe the objectives and service requirements.
3.5.2 explain the activities and practical application of each process.
3.6 Service Assurance Processes (Service Availability Management, Service Continuity Management, Information Security Management)
The candidate can…
3.6.1 describe the objectives and service requirements.
3.6.2 explain the activities and practical application of each process
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