ISO 20000 Foundation Bridge
IT Service Management (ITSM) is used by different management frameworks and organizations seeking governance and increased maturity of their IT organization. The emphasis is placed on the service management system (SMS) and service management processes. Specifically the core concepts and basic terminology of ITSM based on ISO/IEC 20000:2011. It deals with maximizing the productivity of IT by viewing it as a ‘service’ that is either a business enabler or an integral part of the business process itself, depending on the nature of the business. Various proven frameworks help organizations to implement ITSM in conjunction with their business requirements and in accordance with International standards such as ITSM: ISO/IEC 20000.
WHO SHOULD DO
The target group for this certification includes:
- Those personnel who are involved in a practical way in:
- Process improvement activities
- People development
- Management of IT Service Management functions
- Management System improvements generally And/or
- IT Service Management performance/balanced scorecard analysis
- Require a basic understanding of the ITIL framework
- Individuals who are IT professional, business manager or business process owner in an organization that operates according to ISO 20000 or you intend to implement ISO 20000 in your organization.
EXAM SYLLABUS
An understanding for following topics will be assesssed to certifiy a professional as ISO 20000 Foundation Bridge:
- Introduction to IT Service Management
- Scope
- Terms and definitions
- Requirement for management system
- Planning and implementing service management
- Continual Service Improvement
- Processes
- Resolution and Control Process
- Release, Service Delivery and Relationship Process
- Classification and Preview
- ISO/IEC 20000 Certification and Qualification
- Related practice and standard
BENEFITS
Benefits of ISO 20000 Foundation Bridge Course:
- Significant career opportunities
- Achieving milestones in professional career
- Equip yourself with internationally used latest terminologies
- To make yourself salable in competitive world
- Facilitate realization of following Business-IT objectives: Optimize IT resource utilization, reduce costs, improve availability, tune capacity, increase throughput, improve scalability
- Aligns IT with the business needs
- Create environment to shift from a technology to service based culture
- Improves quality of IT services
- Enhances customer satisfaction
- Improves IT staff motivation
- Greater flexibility for the business through improved understanding of IT support
EXAM INFORMATION
ISO 20000 Foundation Bridge Certificate Information:
- Exam Duration : 30 Minutes
- Exam Format : Multiple Choice
- Number of Questions : 20
- Exam Pass Mark : 13 out of 20 (65%)
- Electronic Devices Permitted : No
- Open Book : No