Control of IT Services (IS20PC) Professional Level ISO/IEC 20000 Control 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:

• Process improvement activities
• Managing or contributing to the Control of IT Service processes; Planning and Implementing New or Changed Service, Change, Configuration and Release Management

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 :

Configuration Management

• Establishing and maintaining a configuration management policy
• Identifying, controlling and tracking versions of service and infrastructure components
• Managing changes to configuration items
• Establishing and maintaining software libraries
• Defining and executing audit procedures

Change Management

• Managing change scope, risks and other attributes
• Managing change approval
• Performing a post-implementation review
• Managing emergency changes
• Monitor change trends and apply appropriate actions

Release Management

• Establishing and maintaining a release policy
• Establishing and maintaining a release plan
• Scheduling releases
• Managing emergency releases

Planning and Implementing New or Changed Service

• Assessing proposals for new or changed service
• Planning for new or changed service (or de-commission)
• Establishing and using service acceptance criteria
• Assessing the outcomes achieved

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.

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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