Description

IT Service Management

EXIN IT Service Management Specialist focuses on the practical activities and competences that are required by mid-level IT Service Management professionals. Candidates benefit from a more broad view of the ISO/IEC 20000 standard as well as the daily activities required to implement or maintain it.

COURSE OUTLINE

Plan the service management system

• Plan & document, at a high-level, a SMS
• Plan & document the documentation management system
• Plan & document the alignment of the SMS Process
• Plan and document process governance across the SMS

Plan the design and transition of new or changed services

• Plan & document, at a high-level, appropriate service improvement activities

Plan the service management processes

• Plan and document activities of the Service delivery processes
• Plan and document activities of the Relationship processes
• Plan and document activities of the Resolution processes
• Plan and document activities of the Control processes

Plan roles and responsibilities

• Define roles within the SMS including design & transition      activities and associated processes
• Define skills and competencies for all SMS roles

Define and implement policies and objectives

• Create, document & maintain agreed policies, including risks, & objectives across the SMS
• Create the communication plan for the policies & objectives

Manage the service management processes

• Implement and maintain Service Delivery processes
• Implement and maintain Relationship processes
• Implement and maintain Resolution processes
• Implement and maintain Control processes

Maintain the SMS

• Maintain currency of role definitions and competencies
• Maintain the documentation management system
• Maintain the alignment of the SMS to support the business processes
• Maintain process governance across the SMS

Measure, monitor and report on service performance

• Capture, assess and analyze agreed performance targets
• Produce agreed service reports
• Monitor and report on risks across the SMS

Measure, monitor and report on the SMS

• Contribute to the internal audit program
• Contribute to the management review of the SMS including data gathering
• Contribute to the review of the governance controls across the SMS

Measure, monitor and report on service management processes

• Measure, monitor and report on Service Delivery processes
• Measure, monitor and report on Relationship processes
• Measure, monitor and report on Resolution processes
• Measure, monitor and report on Control processes

Improving the provision of services

• Contribute to the identification of non-conformities
• Contribute to continual improvement activities across the SMS