Alignment of IT and the Business (IS20PA) Professional Level ISO/IEC 20000 Alignment of IT with the Business 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:

• Conducting service reviews with the business
• Defining and managing service levels
• Managing business/customer relationships (including account management)
• Managing suppliers
• Managing finances
• Process improvement activities
• Producing service reports
• IT Service Management performance/balanced scorecard analysis

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 :

Business Relationship Management

• Establishing and maintaining a stakeholder matrix
• Conducting service review meetings (including Service Level Management)
• Establishing and communicating business plans
• Managing customer complaints
• Establishing and managing customer satisfaction

Supplier Management

• Establishing and maintaining a supplier management process
• Establishing and maintaining the service definition
• Conducting a major review of the contract(s)
• Dealing with contractual disputes
• Dealing with the expected end of service, early end of the service and transfer of the service
• Monitoring performance and making improvements

Service Level Management

• Establishing and maintaining a service catalogue
• Establishing and maintaining service level agreements
• Conducting service review meetings (including Business Relationship Management)
• Service Level monitoring, reporting and improvement

Service Reporting

• Establishing and maintaining a report catalogue
• Producing fit for purpose service reports
• Analysing service reports and initiating corrective action

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.

We also contribute to the industry through the publication of the itSMF International endorsed book "Implementing ISO/IEC 20000 – the roadmap" which was written by our Head of Consulting Practice. Link to the purchasing page to buy the book

Course Brochure
Download this course information
Download our ISO/IEC 20000 Education Brochure
Download our ISO/IEC 20000 Professional Services Brochure

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