Information technology Service management. Qualification and certification programme according to ISO/IEC TÜV SÜD Akademie GmbH

Transcription

1 Information technology Service management Qualification and certification programme according to ISO/IEC TÜV SÜD Akademie GmbH

2 For your company: We go one step further! Today s IT Service Management focuses on providing and supplying efficient services to ensure satisfaction of the customer needs, cost-effectiveness and smooth business processes. Service optimization is deemed a prerequisite for successful presence on national and international markets. Our "Information technology Service management" qualification and certification programme gets your employees fit for an integrated management system: from management to processes and results at the customer s organization on an international and standardized basis. These sophisticated advanced qualifications build a sound foundation on which you can establish, maintain and support your IT Service Management System. Marc Lindike Vice President Consulting Service Division IT Munich Airport International We were already familiar with ITIL and therefore decided also to obtain certification according to ISO/IEC the logical next step. Our investments in additional TÜV SÜD training for our internal auditors and process owners have made good economic sense and helped us to successfully bridge the gap between these two standards.

3 IT Certification of Persons according to ISO/IEC The qualification and certification programme "Information technology Service management" familiarizes you with the contents of the ISO/IEC standard, its practice-oriented implementation in the form of a management system, including the application of other relevant standards, and the best practices, methods and frameworks associated therewith. Your individual qualifications enable you to apply your acquired knowledge and fulfil roleand function-specific management tasks in IT Service Management in a targeted manner. The well-structured training programme helps you to continually improve your personal qualifications, thus supporting your commitment and your career in your organization right from the outset. Employee qualifications at the various levels, which build on each other, extend over the full range from management and processes to results at internal and external customers, on an internationally recognized and comparable basis. On the following pages, we briefly introduce the qualification and certification programme. You will find descriptions of the individual product offers in the individual leaflets, which contain details of the target groups, prerequisites, venues, fees and the final certificates. Our objective, and the objective of all certified training institutes and trainers, is to provide quality, impartiality and flexibility in all certification processes and training courses. Benefits Transfer of practice-oriented expertise in a well-structured training-course programme Realization of business claims in certification and training concept Recognized, third-party certification of persons Aligned to international standards

4 IT MANAGEMENT TRACK IT AUDITING TRACK Executive Consultant/Manager in ITSM Executive Auditor in ITSM IT Service Management according to Consultant/Manager in ITSM filtered Internal Auditor in ITSM filtered ISO/IEC PROFESSIONAL LEVEL Basic Qualification Scheme for Personnel Support of IT Services Control of IT Services Management and Improvement of ITSM Processes Alignment of IT and the Business Delivery of IT Services Overview of the available certificates FOUNDATION LEVEL Foundation Foundation Level You are familiar with the basic objectives and contents of ISO/IEC and able to provide support in establishing a management system. You have basic knowledge of best practices and the continual improvement process (CIP). The ISO/IEC Foundation Certificate forms the basis of more advanced training and certification according to ISO/IEC and is endorsed as complementary qualification within the ITIL V3-Scheme (1 point). Professional Level Based on typical operational and tactical roles in organizations seeking ISO/IEC certification, you will acquire detailed implementation-oriented knowledge of the standard. Real-life examples will familiarize you with the daily requirements to be fulfilled by the various roles and enable you to satisfy these requirements by preparing process descriptions and the required documentation and by applying tools which proved their worth in practice. To continue on the next level (track) you need three professional level certificates. IT Management Track You will be taught how to implement both a management and an improvement system with the aid of real-life scenarios. You will become familiar with the advantages of standards and how to implement methodical procedures, but will also be challenged with typical problems and learn how to handle them. This certification provides you with in-depth consultant or manager knowledge and enables you to give advice on implementing ISO/IEC in organizations. IT Auditing Track You will obtain the required expertise to perform both internal and external audits. You will receive training in planning and conducting audits and in preparing audit reports. You will learn how to interpret the requirements of ISO/IEC within an audit context, recognize opportunities for improvement and phrase appropriate measures. At the highest qualification level you will learn to lead an audit team and to plan even more complex audits in line with the requirements outlined in the ISO standard

5 Prerequisites Exam entry criteria include documentation which furnishes proof of the relevant professional experience plus attendance of the appropriate training courses held by a training institute certified by TÜV SÜD Akademie. Enrolment of candidates from other qualification programmes, including recognition of the qualifications acquired under the ITIL Qualification Scheme of the Office of Government Commerce (OGC) or similar qualifications, e.g. according to the EN ISO 9000 and ISO/IEC series of standards, is possible under this certification and training programme. Certification The above certifications provide you with internationally accepted third-party confirmation of your knowledge, expertise and leadership skills in management systems according to ISO/IEC The worldwide accreditation of the Professional Level and within the Auditing Track according to ISO/IEC 17024:2003 already has succeeded. The Certification Body for Persons is planning further accreditation within the Management and Auditing Tracks. The ISO/IEC Foundation Certificate is endorsed by itsmf UK as a complementary foundation qualification within the itsmf UK ISO/IEC scheme. Also the ISO/IEC Foundation Certificate is endorsed as complementary qualification within the ITIL V3-Scheme (1 point). Committee Dr. Jenny Dugmore Chair of ISO/IEC JTC1 SC7 WG 25, Responsible for ISO/IEC series development, Chair of IST15/-/8, British Standard Institution's committee that produced BS 15000, Project editor for fast tracking to ISO/IEC 20000, Author or co-author of the BSI's publications on ISO/IEC 20000, itsmf's certification scheme committee member, ITIL Refresh Programme Board member, Service management consultant Service Matters, London, GB David Bathiely Fernández Member of Standards committee of itsmf Spain, Member of ISO Sub-committee 7/ Workgroup 25 for ISO development, Telefónica Empresas, Madrid, ES Dr. Michael Brenner Leibniz Supercomputing Centre (LRZ) of Bavarian Academy of Sciences and Humanities, Munich, DE Bernd Broksch itsmf Deutschland Arbeitskreis Publikationen, Community Manager IT Service Management, Siemens AG, Munich, DE Erin Casteel Director of Consulting Services, Solisma, Australia/New Zealand, AU Renate Eberle (Chair) Head of the Certification Body for Persons, Quality Manager TÜV SÜD Akademie GmbH, Munich, DE Roland Edelmann IBM Deutschland GmbH, Herrenberg, DE Richard Friedl Process consultancy & training development, ITSM Partner Consulting GmbH, Vienna, AT Marcus Giese Lead Auditor ISO/IEC 20000, TÜV SÜD AG, Munich, DE Andreas Grasmück Training department piloting, IBM Training Services, Frankfurt, DE Dr. Armin J. Hampel Lead Consultant, Hewlett-Packard GmbH, Böblingen, DE Prof. Dr. Heinz-Gerd Hegering Ludwig-Maximilians-Universität (LMU), Munich, Leibniz Supercomputing Centre (LRZ) of Bavarian Academy of Sciences and Humanities, Munich, DE Dr. Lex Hendriks Promoter of excellence in IT Service Management, co-founder of itsmf The Netherlands, former chairman of the first ITIL Examination Committee, Portfolio Manager for EXIN Examination Institute for Information Science, Utrecht, NL Akihiko Komase Director, CTO of Asgent, Inc., Senior Consultant for Information Security Managementsystem, Committee member of ISMS (ISO/IEC 27001), ITSMS (ISO/IEC 20000) and BCMS (BS 25999), CISSP, Tokio, JP Uwe Laubner Project Manager, Certification Body for Persons, TÜV SÜD Akademie GmbH, Munich, DE Wolfgang Moser Prozess Delta Unternehmenssteuerung und Prozessberatung, Vienna, AT Dr. Angelika Plate Vice Chair of ISO/IEC JTC1 SC 27 WG1, Co-Editor of ISO/IEC and ISO/IEC 27006, Chair of the German ISMS User Group Chapter, AEXIS Security Consultants, Bonn, DE Dennis G. Ravenelle Former Senior Project Manager Infrastructure, Harvard University Faculty of Arts and Sciences, Computer Services (FASCS), Cambridge, MA, USA Eveline van Oostrom Manager Exam Development & Accreditation, EXIN Examination Institute for Information Science, Utrecht, NL

6 Competence Certification in the Area of Quality Management Personnel Holders of a competence certificate for QM personnel prove that they perform activities in this area on a regular basis and possess up-to-date knowledge. TÜV SÜD Akademie offers further training and exchanges of experience in Quality Management, thus ensuring that your QM knowledge is up to date and officially confirmed. A competence certificate improves your international reputation. These certificates are held in high esteem worldwide and the trend for internationally recognized and comparable QM certificates for personnel is on the up and up. Germany is among the top ten countries in ISO 9001, ISO 14001, ISO/TS and ISO certifications worldwide. And your company will benefit too: highly qualified people make highly motivated staff, who will implement their up-to-date knowledge in practice immediately. The competence certificate of an employee is accepted as evidence of qualifications, e.g. by certification bodies for QM systems. We offer the following certified qualifications: AQM-Auditor -TÜV Quality Manager QM-TÜV Quality Management Representative QMR-TÜV These qualifications are aligned to the TGA guideline on certification of Quality Personnel and subject to our accreditation according to EN ISO/IEC 17024:2003. Certified Qualifications Do you want to demonstrate to your clients the quality of your processes and staff as well as your continual improvement? Do you train your staff and partner companies in companyspecific issues? Do you look for third-party, impartial recognition of your training courses? Based on industry- and company-standards, we support enterprises and develop qualification profiles for personnel and training-course certification, such as: Certified Fund Specialist Certified Company Pension Scheme Specialist Certified Wound Management and Wound Care Specialist AWM or Wound Assistant WAcert -DGfW Certified TechManager Certified Mobile Multimedia Sales Partner Certified Training Course in Service Management for Control Instruments Assessment, certification and re-certification of your training course and training-course participants help you to achieve impartial and consistently up-to date recognition of your qualifications.

7 Exams with guaranteed quality: ITIL IT Service Management Quality and independence for examination in IT Service Management are still in the focus of our activities. All available ITIL -Version 3 and Version 2 exams are provided in German, Englisch and other languages. The Certification Body for Persons assures the independent examination management. At the moment we provide the following exams: ITIL Expert Certificate Managing Across the Lifecycle module / Lifecycle modules / Capability modules Foundation Certificate based on ITIL version 3 ITIL Masters Certificate Managers Bridge Certificate based on ITIL version 3 Foundation Bridge Certificate based on ITIL version 3 OGC s Official Accreditor The APM Group Limited 2008 Crown copyright 2008 Reproduced under licence from OGC The Certification Body for Persons of TÜV SÜD Akademie GmbH is a worldwide acting Examination Institute (EI) of APM Group/OGC for examination and certification as per the IT Infrastructure Library (ITIL ). For this reason the Certification Body for Persons is responsible for the proceedings and the processes to certify trainings institutes, trainers and training material etc. The objective is to familiarize training institutes and trainers with TÜV SÜD Akademie's quality policy and quality claim and achieve the guidelines of the ITIL V3 scheme. The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries. ISO is the owner of the ISO/IEC standard. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. IT Infrastructure Library is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

8 Information technology Management Systems and environmental engineering Occupational and product safety Medicine and health Traffic and logistics Electrical and building services engineering New technologies Our TÜV SÜD Competence Centers support you with the following services: IT Certification for Persons IT Consulting IT System Certification The Qualification and Certification Programme according to ISO/IEC is a development of TÜV SÜD Akademie. TÜV SÜD Akademie GmbH Certification Body for Persons Westendstrasse Munich, Germany Phone Fax akd.it@tuev-sued.de ACCREDITED EXAMINATION INSTITUTE å