Support of IT Services (IS20PS) Professional Level ISO/IEC 20000 Support of IT Services Public and World Wide Private Courses

Delivery Method
Interactive Classroom

Target 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 Description
This professional level qualification is designed to communicate “HOW” to implement the requirements of the standard within the context of the following areas :

Incident Management

• Establishing and maintaining incident management procedures
• The use of relevant information such as :
  • Known errors
  • Problem resolutions and
  • the Configuration Management DataBase
• Managing major incidents

Problem Management

• Establishing and maintaining problem management procedures
• Analysing reports for trends
• Performing problem reviews
• Identifying and maintaining problems and known errors

Management System

• Ensuring alignment to the overall Management System

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 itSMF to establish their certification scheme and have audited the auditors on behalf of the itSMF to 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, IEC 20000, training, education, courses, qualifications, exin, itsmf, public, private, open, closed, support, professional