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Management and Improvement of ITSM Processes (IS20PMI)
Professional Level
ISO/IEC 20000 Management and Improvement of ITSM Processes
Public and World Wide Private Courses
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Delivery Method
Interactive Classroom
Target Audience
The target group for this qualification includes those personnel who are involved in a practical way in:
- Process improvement activities
- People development
- Management of ITSM functions
- Improving the ITSM management system
- Analysis of ITSM performance/balanced scorecards
Course Description
This professional level qualification is designed to communicate “HOW” to implement the requirements of the standard within the context of the following areas :
Requirements for a Management System
- Management responsibility
- Establishing and maintaining policies, processes and organisational structures
- Effective planning and risk management
- Documentation management
- Establishing and maintaining a method to manage documents throughout their lifecycle
- Competence, awareness and training of people
- Establishing and maintaining role guides, competencies and training needs
Planning and Implementing Service Management
- Plan, Do, Check, Act
- Focusing on continual service improvement (CSI)
Duration
3 days
Examination
40 questions
Multiple Choice scenario based - 90 minutes
26 questions correct out of 40 required to pass
EXIN Accredited
As an Accredited Examination Center (AEC) we are able to schedule exams to suit our clients’ needs in a location preferable to them
Pre-Requisites
All candidates must hold the Foundation certificate in ITSM according to ISO/IEC 20000 (IS20F) or hold an equivalent certificate
Important Information
PRO-ATTIVO brings its consulting experience in to the classroom so that delegates leave our courses with much more than a certificate, they leave with valuable pragmatic information that can be used in the workplace.
Recognising our extensive experience in this field reaching back to the year 2000, PRO-ATTIVO were the lead strategists helping EXIN to develop their new ISO/IEC 20000 qualification scheme. This has also involved us contributing to the development of the qualification specifications and questions.
PRO-ATTIVO also has representation on the British Standards Institute committee responsible for contributing to the development of the next version of the standard.
PRO-ATTIVO helped the itSMFto establish their certification scheme and have audited the auditors on behalf of the itSMFto ensure compliance to the scheme guidelines.
Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure
Tags : ISO 20000,
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