Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000

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1 Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC Edition January 2014

2 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing system or circulated in any form by print, photo print, microfilm or any other means without written permission by EXIN. ITIL is a registered trade mark of AXELOS Limited. CobiT TM is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI). CMMI is a registered trademark of Carnegie Mellon University. Six Sigma is a registered trademark and service mark of Motorola, Inc. Bridge based on ISO/IEC (ITSM20ASB.EN) 2

3 Content 1. Overview 4 2. Exam Requirements 8 3. List of basic concepts Literature 16 Bridge based on ISO/IEC (ITSM20ASB.EN) 3

4 1. Overview IT Service Management Associate Bridge based on ISO/IEC (ITSM20ASB.EN) Summary The main objective of the Preparation Guide is to identify the exam subjects, requirements and specifications, and the target audience for the IT Service Management Associate Bridge based on ISO/IEC 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 IT Service Management Associate certificate specifically describes the practical activities and competencies of the Associate-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 Associate has a much more global view of the standard as well as the daily activities required to maintain or achieve ISO/IEC implementation. The Consultant Manager possesses the competencies to provide the necessary guidance and direction for the Associate activities as well as lead and manage the Service Management program. Therefore, the Associate 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 Consultant Manager 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. Successful completion of the IT Service Management Associate Bridge based on ISO/IEC course enables two paths of study: 1. Consultant Manager develop a greater depth of knowledge of the Standard and develop the necessary managerial skills to lead an organization s ISO/IEC journey (either initial implementation or on-going maintenance) 2. Auditor build on the Associate knowledge and learn specific audit techniques, specifically how to find evidence of conformance, assess and review the evidence and prepare written audit reports Bridge based on ISO/IEC (ITSM20ASB.EN) 4

5 The topics of the Associate Bridge course 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 Context Qualification program The certificate IT Service Management Associate based on ISO/IEC is part of the EXIN ITSM qualification program and a prerequisite of the consultant/ manager and auditor exams in the qualification program. Bridge based on ISO/IEC (ITSM20ASB.EN) 5

6 Target group ITSM Associate is intended for those personnel who are involved in a practical way in the: 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: 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 The ITSM Associate Bridge examination is intended for professionals in IT Service Management with solid knowledge and experience within IT service management, with a minimum certification level of ITIL Practitioner or Intermediate, who want to focus on or become proficient in IT service management based on ISO/IEC The Associate Bridge exam focuses on the service management system (SMS). Prerequisites The Foundation Certificate in IT Service Management based on ISO/IEC At least two (2) ITIL Practitioner or Intermediate Certificates Requirements for the certificate: The training Associate Bridge in IT Service Management based on ISO/IEC 20000, including successful completion of the Practical Assignments, by an EXIN accredited training provider Successful completion of the exam Associate Bridge in IT Service Management based on ISO/IEC Side entries Candidates on ITIL expert level who wish to qualify for EXIN s ITSM Consultant Manager certificate should take the ITSM Foundation Bridge and the ITSM Associate Bridge exam. If they pass, they will receive the ITSM Foundation & Associate certificates. After this they can request the Consultant/Manager certificate by filling out the contact form on the website. Use the ITSM fast track calculator when you already have certificates in the field of IT Service Management. Examination type Computer-based or paper-based multiple-choice questions Indication study load 80 hours Bridge based on ISO/IEC (ITSM20ASB.EN) 6

7 In-course assessment The candidate must have successfully completed two (2) practical assignments: Planning the Provision of Services Monitor, Measure 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 90 minutes Examination details Number of questions: 40 Pass mark: 65% (26 of 40) Open book/notes: no Electronic equipment permitted: no 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 (6 hours dedicated to in-course assessments). 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 7

8 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 Plan the service management system (SMS) Plan the service management processes Plan the roles and responsibilities Managing the provision of services Define and implement policies and objectives Maintain the SMS Measuring, monitoring and reporting on the provision on services Measure, monitor and report on service performance Measure, monitor and report on service management processes 3.3 Measure, monitor and report on the SMS Total 100 Bridge based on ISO/IEC (ITSM20ASB.EN) 8

9 Exam specifications 1. Planning the provision of services (40%) 1.1 Plan the service management system (SMS) (20%) The candidate, utilizing the PDCA, can: Plan and document, at a high-level, a SMS Plan and document the documentation management system Plan and documenting the alignment of the SMS to support the business processes Plan and document process governance across the SMS 1.2 Plan the service management processes (10%) The candidate can: 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 1.3 Plan roles and responsibilities (10%) The candidate can: Define roles within the SMS including design and transition activities and associated processes Define skills and competencies for all SMS roles 2. Managing the provision of services (30%) 2.1 Define and implement policies and objectives (15%) The candidate can: Create, document and maintain agreed policies, including risks, and objectives across the SMS Create the communication plan for the policies and objectives 2.2 Maintain the SMS (15%) The candidate can: 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 9

10 3. Measuring, monitoring and reporting on the provision of services (30%) 3.1 Measure, monitor and report on service performance (10%) The candidate can: Capture, assess and analyze on agreed performance targets Produce agreed service reports Monitor and report on risks across the SMS 3.2 Measure, monitor and report on the SMS (10%) The candidate can: 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 3.3 Measure, monitor and report on service management processes (10%) The candidate can: 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 10

11 3. List of basic concepts This chapter contains the terms with which candidates should be familiar. Terms are listed in alphabetical order. Please note that knowledge of these terms alone does not suffice for the exam; the candidate must understand the concepts and be able to provide examples. 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 11

12 Continual professional development (CPD) Continual service improvement 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 12

13 Kepner & Tregoe analysis Key performance indicators (KPIs) 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 13

14 Report(s) Reporting tools 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 Bridge based on ISO/IEC (ITSM20ASB.EN) 14

15 Top management Transition Trends Urgency User Version control Workaround Workload management Bridge based on ISO/IEC (ITSM20ASB.EN) 15

16 4. Literature A B C ISO/IEC ISO/IEC :2011(E) Part 1: Service management system requirements Switzerland, ISO, 2011 ISO/IEC :2011(E) ISO/IEC ISO/IEC :2012(E) Part 2: Guidance on the application of service management systems Switzerland, ISO, 2012 ISO/IEC :2012(E) Michael Kunas Implementing Service Quality based on ISO/IEC 20000, 2 nd Edition United Kingdom, IT Governance Publishing, 2011 ISBN Adobe ebook ISBN Additional Literature 1 David Clifford Implementing ISO/IEC 20000: The Roadmap The Netherlands, Van Haren Publishing, 2008 ISBN X 2 Dr Jenny Dugmore and Shirley Lacy Introduction to the ISO/IEC Series: IT Service Management United Kingdom, BSi, 2011 ISBN-10: ISBN-13: Mart Rovers ISO/IEC :2011: A Pocket Guide 2 nd Edition The Netherlands, Van Haren Publishing, 2013 ISBN e-pdf ISBN e-pub ISBN ISO/IEC ISO/IEC :2009(TR) Part 3: Guidance on scope definition and applicability of ISO/IEC Switzerland, ISO, 2009 ISO/IEC :2009(TR) 5 ISO/IEC ISO/IEC :2010(TR) Part 5: Exemplar implementation plan for ISO/IEC Switzerland, ISO, 2010 ISO/IEC :2010(TR) Bridge based on ISO/IEC (ITSM20ASB.EN) 16

17 Comments Additional literature is for reference and depth of knowledge only. #1 is based on ISO/IEC 20000:2005 but provides an excellent overview of how to implement the standard. Bridge based on ISO/IEC (ITSM20ASB.EN) 17

18 Overview of the literature Exam specification Literature 1.1 A Section 4 B Section 4 C Chapters 5, 6, 7, A Sections 6, 7, 8, 9 B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, A Sections 4.1, 4.4 B Sections 4.1, 4.4 C Chapters 5, 8, A Section B Section C Chapter A Section 4 B Section 4 C Chapter A Sections 6, 7, 8, 9 B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, A Section 6.1, 6.2 B Section 6.1, 6.2 C Chapter A Section B Section C Chapter 8 Notes: 1. Unless otherwise indicated, instructional coverage of the entire section referenced is assumed 2. Exam specification topics are not confined to a specific section within the standard (e.g., cross-references); realize other areas in the standard may provide further explanation. Bridge based on ISO/IEC (ITSM20ASB.EN) 18

19 Bridge based on ISO/IEC (ITSM20ASB.EN) 19

20 Contact EXIN

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