EXIN Specialist in IT Service Management based on ISO/IEC 20000 Preparation Guide Edition June 2016
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Content 1. Overview 4 2. Exam Requirements 8 3. List of basic concepts 12 4. Literature 17 3
1. Overview EXIN Specialist in IT Service Management Summary IT service management describes the design, delivery, support and improvement of IT related services to support business outcomes. The international standard for IT Service Management, ISO/IEC 20000:2011, makes it clear what is essential: one must define and agree to service requirements, plan resources to meet business outcomes, support service delivery and provide value for the customer and the service provider. The standard is a valuable source of support for those organizations who want to certify their management system against this standard but also for those organizations who just want to implement a lean, common sense, service management system. The IT Service Management Specialist certificate specifically describes the practical activities and competences of the Specialist-level member of an IT organization. This skill set builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Specialist has a much more global view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation. The Expert possesses the competences to provide the necessary guidance and direction for the Specialist activities as well as lead and manage the Service Management program. The Specialist is strongly focused on the install, plan, do and check activities of Deming s PDCA cycle and supporting the elements of audit and improvement (act). Of course, all activities would be under the guidance and supervision of the Expert to ensure the outcomes of the work will conform to the organization s mission and vision as well as to the requirements of the standard. The topics of the Specialist certification are: Support the planning activities around the formal implementation of a service management system (SMS) and the service management processes Support the design and transition activities of services Manage on-going activities surrounding the SMS, service management processes and service delivery Design and implement policies and activities that guide the organizational activities supporting service delivery Monitor, measure and report on the SMS, service management processes and service performance Define and support improvement activities 4
Context Qualification program The certificate Specialist in IT Service Management based on ISO/IEC 20000 is part of the EXIN ITSM qualification program and a prerequisite of the Expert exam in the qualification program. 5
Target group Specialist in ITSM is intended for those who are involved in a practical way in : Planning, implementing and managing a service management system (SMS) Planning, implementing and managing service management processes Monitoring and reporting on the performance and effectiveness of Service Management Specific roles could include: Process Managers Supervisory staff Team leaders Service designers IT architects and/or planners IT consultants IT audit managers / auditors IT security managers / officers Project managers Suppliers, Lead suppliers and sub-contracted suppliers Prerequisites The Foundation Certificate in IT Service Management based on ISO/IEC 20000 Requirements for the certificate: The training Specialist in IT Service Management based on ISO/IEC 20000 by an EXIN accredited training provider Successful completion of the Practical Assignments assessed by an EXIN accredited training provider Successful completion of the exam Specialist in IT Service Management based on ISO/IEC 20000 Examination type Computer-based or paper-based multiple-choice questions Indication study load 120 hours In-course assessment The candidate must have successfully completed three (3) practical assignments 1. Assignment in planning the provision of services 2. Assignment in managing the provision of services 3. Assignment in measuring, monitoring and reporting on the provision of services The case study I3C is for training purposes, it is not part of the exam. Time allotted for examination 120 minutes 6
Examination details Number of questions: 60 Pass mark: 65% (39 of 60) Open book/notes: no Electronic equipment permitted: no The Rules and Regulations for EXIN examinations apply to this exam. Sample questions A set of sample questions is available through your Accredited Training Provider. Training Group size The maximum number of course participants is 16. (This does not count for online- or computer based training.) Contact hours The minimum number of contact hours for the course is 21 (9 hours dedicated to assignments). This number includes group assignments, exam preparation and short coffee breaks. Not included are: homework, the logistics related to the exam session, the exam session and lunch breaks. Training provider A list of accredited training providers may be found on EXIN s website http://www.exin.com. 7
2. Exam Requirements The exam requirements are specified in the exam specifications. The following table lists the topics of the module (exam requirements). The weight of the different topics in the exam is expressed as a percentage of the total. Exam requirement Exam specification Weight (%) 1. Planning the provision of services 35 1.1 Plan the service management system (SMS) 10 1.2 Plan the design and transition of new or changed services 1.3 Plan the service management processes 10 1.4 Plan the roles and responsibilities 10 5 2. Managing the provision of services 30 2.1 Define and implement policies and objectives 10 2.2 Manage the service management processes 10 2.3 Maintain the SMS 10 3. Measuring, monitoring and reporting on the provision of services 30 3.1 Measure, monitor and report on service performance 10 3.2 Measure, monitor and report on service management processes 3.3 Measure, monitor and report on the SMS 10 10 4. Improving the provision of services 5 4.1 Define improvements 5 Total 100 8
Exam specifications 1. Planning the provision of services - 35% 1.1 Plan the service management system (SMS) - 10% The candidate utilizing the PDCA cycle, can 1.1.1 Plan and document, at a high-level, a SMS 1.1.2 Plan and document the documentation management system 1.1.3 Plan and document the alignment of the SMS to support the business processes 1.1.4 Plan and document process governance across the SMS 1.2 Plan the design and transition of new or changed services - 5% The candidate can 1.2.1 Plan and document, at a high-level, appropriate service improvement activities (requirements gathering, design and transition) 1.3 Plan the service management processes - 10% The candidate can 1.3.1 Plan and document activities of the Service delivery processes 1.3.2 Plan and document activities of the Relationship processes 1.3.3 Plan and document activities of the Resolution processes 1.3.4 Plan and document activities of the Control processes 1.4 Plan roles and responsibilities - 10% The candidate can 1.4.1 Define roles within the SMS including design and transition activities and associated processes 1.4.2 Define skills and competencies for all SMS roles 2. Managing the provision of services - 30% 2.1 Define and implement policies and objectives - 10% The candidate can 2.1.1 Create, document and maintain agreed policies, including risks, and objectives across the SMS 2.1.2 Create the communication plan for the policies and objectives 9
2.2 Manage the service management processes - 10% The candidate can 2.2.1 Implement and maintain Service Delivery processes 2.2.2 Implement and maintain Relationship processes 2.2.3 Implement and maintain Resolution processes 2.2.4 Implement and maintain Control processes 2.3 Maintain the SMS -10% The candidate can 2.3.1 Maintain currency of role definitions and competencies 2.3.2 Maintain the documentation management system 2.3.3 Maintain the alignment of the SMS to support the business processes 2.3.4 Maintain process governance across the SMS 3. Measuring, monitoring and reporting on the provision of services - 30% 3.1 Measure, monitor and report on service performance - 10% The candidate can 3.1.1 Capture, assess and analyze agreed performance targets 3.1.2 Produce agreed service reports 3.1.3 Monitor and report on risks across the SMS 3.2 Measure, monitor and report on the SMS - 10% The candidate can 3.2.1 Contribute to the internal audit program 3.2.2 Contribute to the management review of the SMS including data gathering 3.2.3 Contribute to the review of the governance controls across the SMS 3.3 Measure, monitor and report on service management processes - 10% The candidate can 3.3.1 Measure, monitor and report on Service Delivery processes 3.3.2 Measure, monitor and report on Relationship processes 3.3.3 Measure, monitor and report on Resolution processes 3.3.4 Measure, monitor and report on Control processes 10
4. Improving the provision of services - 5% 4.1 Define improvements - 5% The candidate can 4.1.1 Contribute to the identification of non-conformities 4.1.2 Contribute to continual improvement activities across the SMS 11
3. List of basic concepts This chapter contains the terms with which candidates should be familiar. Terms are listed in alphabetical order. Accessibility Accountability Accounting Activities Alignment Annual service report Annual Trend Architecture Assessment Assessment of improvement Assets Audit Audit procedures Audit readiness Audit report Auditing Authority Availability Balanced scorecard Budgeting Budgeting & accounting for services Budgeting & accounting policy Business Business benefit Business impact analysis (BIA) Business need Business relationship management Business relationship manager Business requirements Call center Capacity management Capital expenditure Certification audit Certification scheme Change Change advisory board (CAB) Change management Change request Change schedule Classification Coaching Communication Communication method Communication plan Competence Complaint Compliance Compliance report Confidentiality Configuration baseline Configuration item (CI) Configuration management Configuration management database (CMDB) Conformity Continual improvement Continual professional development (CPD) Continual service improvement 12
Continual service improvement plan Continual service improvement process Contract manager Contract termination (early) Contract termination (expected end of contract) Contractual dispute Controlled acceptance test Corrective action Cost Critical success factors (CSFs) Customer Customer dissatisfaction Customer satisfaction Defined objectives Definitive Media Library (DML) Degree of control Demand management Deming cycle (PDCA) Dependency Deployment management Design Detection Diagnostic scripts Document Document management system Documentation management Economical Effectiveness Efficiency Emergency change Empowerment Escalation thresholds Event Event management Evidence Exception report Expanded incident lifecycle Finance analyst Finance manager Finance models First-line support Forecast Framework Function Governance Help desk Holistic view Identification Identity Impact Impact analysis Impact assessment Implementation Incentives Incident Incident & service request management Incident manager Information assets Information security incident Information security management Integrated approach Integrity Interested party Interfaces Internal department Internal group Ishikawa diagram Kepner & Tregoe analysis Key performance indicators (KPIs) 13
Key stakeholders Knowledge base Known error Known error database (KEDB) Lead supplier Major incident Major incident manager Major incident review Major problem Major problem review Management responsibility Maturity Mean time between failures (MTBF) Mean time between service incidents (MTBSI) Mean time to repair (MTTR) Mean time to restore service (MTRS) Measure Metrics Mitigation Monitor Negotiation Noncompliance Nonconformity Objective assessment Operational expenditure Organization Organization chart Organization structure Outsourcing Owner Ownership Package release Pareto analysis Performance review Plan, do, check, act (PDCA cycle) Policy Post-implementation review (PIR) Preventive action Priority Pro-active problem management Probability Problem Problem management Problem manager Procedure Process Process design Process effectiveness Process efficiency Process improvement Process integration Process manager Process maturity Process owner Quality RACI (Responsible, Accountable, Consulted, Informed) Reactive problem management Record Recover Relationships Release Release and deployment management Release management Release scheduling Release unit Repair Report(s) Reporting tools 14
Request for change (RFC) Request fulfillment Resource management Restore Review Review plan Risk Risk management Role allocation Role definition Role integration Root cause analysis Schedule of Change (SC) Scope Second line support Security management Security risk assessment Service requirement Service Service availability Service capabilities Service catalogue Service component Service continuity Service continuity & availability management Service criticality Service delivery Service desk Service hours Service improvement Service improvement plan (SIP) Service level Service level agreement (SLA) Service level management Service level manager Service level requirements Service level thresholds Service management Service management plan Service management system (SMS) Service provider Service quality Service reporting Service reporting analyst Service reporting manager Service reporting tools Service request Single point of contact Source of information Stakeholder analysis Stakeholder matrix Standard change Status Sub-contracted supplier Sub-contractor Subjective assessment Success criteria Supplier Supplier management Supplier manager Support hours Surveillance audit SWOT analysis (Strengths, Weaknesses, Opportunities, and Threats) Target Technical support groups Third line support Tools Top management Transition 15
Trends Urgency User Version control Workaround Workload management 16
4. Literature A B C D ISO/IEC ISO/IEC 20000-1:2011(E) Part 1: Service management system requirements Switzerland, ISO, 2011 ISO/IEC 20000-1:2011(E) ISO/IEC ISO/IEC 20000-2:2012(E) Part 2: Guidance on the application of service management systems Switzerland, ISO, 2012 ISO/IEC 20000-2:2012(E) Michael Kunas Implementing Service Quality based on ISO/IEC 20000, 3 rd Edition United Kingdom, IT Governance Publishing, 2012 ISBN-10: 1849284423 ISBN-13: 978-1849284424 James Persse The IT Service Management Process Manual The Netherlands, Van Haren Publishing, 2012 ebook ISBN 978-90-8753-018-1 Additional literature E David Clifford Implementing ISO/IEC 20000 Certification: The Roadmap The Netherlands, Van Haren Publishing, 2008 ISBN 978-90-8753-082-2 F G Dr Jenny Dugmore and Shirley Lacy Introduction to the ISO/IEC 20000 Series: IT Service Management United Kingdom, BSi, 2011 ISBN-10: 0580728463 ISBN-13: 978-0580728464 Mart Rovers ISO/IEC 20000:2011: A Pocket Guide 2 nd Edition The Netherlands, Van Haren Publishing, 2013 ISBN 978 90 8753 726 5 e-pdf ISBN 978 90 8753 787 6 e-pub ISBN 978 90 8753 9733 17
H ISO/IEC ISO/IEC 20000-3:2009(TR) Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 Switzerland, ISO, 2009 ISO/IEC 20000-3:2009(TR) I ISO/IEC ISO/IEC 20000-5:2010(TR) Part 5: Exemplar implementation plan for ISO/IEC 20000-1 Switzerland, ISO, 2010 ISO/IEC 20000-5:2010(TR) Comments Literature A, B, C and D are used for the exam. Literature E, F, G, H and I are additional literature for in-depth knowledge. E is based on ISO/IEC 20000:2005 but provides an excellent overview of how to implement the service management system. 18
Overview of the literature Exam Literature specification 1.1 A Section 4 B Section 4 C Chapters 5, 6, 7, 8 D Chapter 2 1.2 A Section 5 B Section 5 C Chapter 9 D Chapters 9, 11 1.3 A Sections 6, 7, 8, 9 B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, 13 D Chapters 3-14 1.4 A Sections 4.1, 4.4 B Sections 4.1, 4.4 C Chapters 5, 8, 14 D Sections 3.7, 4.8, 5.7, 6.7, 7.7, 8.7, 9.7, 10.7, 11.7, 12.7, 13.7, 14.6, 15.7 2.1 A Section 4.5.3 B Section 4.5.3 C Chapter 8 D Chapters 2-14 2.2 A Sections 6, 7, 8, 9 B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, 13 D Chapters 3-14 2.3 A Section 4 B Section 4 C Chapter 8 3.1 A Section 6.1, 6.2 B Section 6.1, 6.2 C Chapter 7 D Chapter 4 3.2 A Section 4.5.4 B Section 4.5.4 C Chapter 8 D Sections 3.5, 4.7, 5.5, 6.5, 7.5, 8.5, 9.6, 10.5, 11.5, 12.5, 13.5, 14.4 3.3 A Sections 6, 7, 8, 9 B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, 13 D Chapter 15 4.1 A Section 4.5.5 B Section 4.5.5 C Chapters 5, 8, 14 D Chapters 15, 16 19
Notes: Unless otherwise indicated, instructional coverage of the entire section referenced is assumed. Exam specifications are not confined to a specific section within the standard, e.g. crossreferences; other areas in the standard may provide further explanation. 20
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