Preparation Guide. EXIN IT Service Management Executive Consultant/Manager based on ISO/IEC 20000

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1 Preparation Guide EXIN IT Service Management Executive Consultant/Manager based on ISO/IEC Edition March 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. 2

3 Content 1. Overview 4 2. Exam requirements 8 3. List of basic concepts Literature 14 3

4 1. Overview Executive Consultant/Manager in IT Service Management based on to ISO/IEC [ITSM20ECM.EN] Summary The focus of IT service management is the provision of IT related services to support a business. The international standard in IT service management ISO/IEC 20000:2011 makes it clear what is essential: understanding, supporting and changing traditional IT cultures and environments to one of service-orientation and value to the business. These non-technical skills of the Executive Consultant/Manager are in line with the needs of maturing service providers. The Executive Consultant/Manager Certificate in IT Service Management based on ISO/IEC is designed to provide evidence of the ability to create and evaluate the overall IT service management system and to initiate organizational change to meet the compliance requirements of an organization. The purpose of the seminar leading to the Executive Consultant/Manager certificate is to provide an opportunity to structure existing knowledge, skills and experience aligned with the international standard in IT service management ISO/IEC 20000:2011. Participants extend their knowledge, skills and experience in the seminar by debate with peers. An integral part of the facilitating environment of the seminar is a practical project which focuses on the application of the newly acquired understanding and will be the basis for the candidate s assessment. 4

5 Context The exam Executive Consultant/Manager is part of the EXIN ITSM qualification program. Target group The target group for this qualification includes those personnel who are involved on a strategic level in: Initiating and managing cultural change in the organization Defining ITSM strategies, policies and objectives in relation with the service provider s strategy Writing the IT service provision policies, defining objectives and metrics Defining the management system for IT service management (e.g. scope, responsibilities) Evaluating the IT service management system and the level of compliancy Managing implementation and improvement programs as a phased long term project plan Specific roles could include: Management (representative) responsible for the coordination and management of all services Top/executive management Program or project manager (involved in implementation or improvement programs) Senior IT Service Management Manager Supplier; sub-contracted supplier; lead supplier Consultant to the above Prerequisites The candidate should possess the following certificates: The IT Service Management Foundation based on ISO/IEC The IT Service Management Associate based on ISO/IEC The IT Service Management Consultant/Manager based on ISO/IEC

6 The candidate should have at least 3 years of experience in a consultant/manager role and attended an accredited seminar Executive Consultant/Manager in IT Service Management based on ISO/IEC 20000, having accomplished successfully the project assignments for the accredited training class. Examination format Assessment of resume, contributions in seminar, project paper, project presentation Time allotted for the required presentations: Initial presentation: 15 to 30 minutes with a 15 to 30 minutes discussion / debate Project presentation: 15 to 30 minutes with a 15 to 30 minutes discussion / debate plus Examiner questions. Examination The Executive Consultant/Manager is expected to show skills in the upper levels of the (revised) Bloom taxonomy, i.e. level 5 (evaluating) and level 6 (creating). The examiner s assessment of the candidate will be based on: Assessment of the resume/cv Seminar 1 Tutor report (e.g., Initial presentation (content and presentation skills), participation in the discussions after cohort presentations, etc ) Seminar 2 Tutor report (e.g., Assessment of the candidate s paper on the seminar project; Project presentation (content and presentation skills); Answers provided to examiner s questions, etc ) Number of questions: undefined Pass mark: 65% overall (project paper and presentation each 50%) Open book: no Electronic equipment allowed for presentations Sample questions There is no sample exam available. Elaborate candidate and tutor guidance is available on request. 6

7 Training Format The seminar consists of two sessions, two days each, separated in time by at least 3 months, to allow candidates time to complete an approved project based on a real life situation. The candidates are coached by a Tutor from the accredited training provider. Group size Between 4 and 8 candidates can participate in the seminar. Content The training and project subjects are based on an analysis of the gap between the candidate s resume and the exam requirements of the Executive Consultant/Manager certification. Candidate s strong areas are presented by the candidate in the initial presentation, for the benefit of the other participants. This assures that the certification is flexible and always current. Exam The products and skills of the candidate are assessed by an independent examiner, assigned by EXIN. The exam session is on the last day of the second seminar in the presence of the tutor, the other participants and the examiner. Contact hours The minimum number of contact hours is 28. This number includes group seminars and exam. Not included are: individual assignments, project work and individual tutor contact hours. Distant learning The distant learning seminar consists of 28 contact hours of interactive sessions and the exam session. Not included are individual assignments, project work and individual tutor contact hours. The sessions are organized to address two global time zones 1. Europe and Americas 2. Asia and Pacific The Tutor, in consultation with the candidate, will establish the interactive training schedule. The candidate has a maximum of one year to meet the requirements of training and project. Training provider A list of accredited training providers may be found on EXIN s website 7

8 2. Exam requirements Exam requirements Weight (%) 1. Setting the direction for the IT organization 40% 2. Directing the IT organization 30% 3. Monitoring the performance of the IT organization 15% 4. Governing the IT service management system 15% 1. Setting the direction for the IT organization (40%) 1.1 Define an IT service management approach (10%) write a vision and mission statement for IT service management, based upon business direction devise an IT service provision strategy in line with the vision and mission statement, taking key stakeholders into account formulate policies, determine objectives and indicators in line with the vision and strategy assess the possible contribution of standards, frameworks and best practices to the IT service management approach determine the strategic objectives for improvement plans for IT services and IT service management processes 1.2 Design a strategic framework for the portfolio of products and services (15 %) formulate organizational requirements determine requirements for different groups of customers identify consequences (resources, risks) compose the portfolio of products and services justify the portfolio of products and services by a business case 1.3 Define a management system for IT service management (15 %) assess the requirements for compliance and management systems in the organization based on business needs and business strategy assess the needs for an integrated management system design a strategic competency framework with associated roles and organizational structure justify implementing/improving a management system for IT service management by a business case 8

9 2 Directing the IT organization (30%) 2.1 Communicate vision and strategy (10%) provide a clear message on vision and strategy for IT service provision choose appropriate means of communication to convince managers and staff explain the relationship between the management system and the vision and strategy 2.2 Manage organizational change (20%) assess the alignment of the organizational culture to the required strategy select appropriate interventions for organizational change convince management of the need to achieve quality in IT service provision design and manage a program for cultural change advise and coach management in changing organizational behavior 3 Monitoring the performance of the IT organization (15%) 3.1 Evaluate the level of compliance (10%) assess health reports (e.g. balanced score card) and management reviews of the management system assess reports on performance, effectiveness and efficiency of the ITSM management system assess the contribution of IT service provision and IT service management processes to the organizations mission and strategy and identify possible improvements 3.2 Assess strategic risks (5%) assess health reports (e.g. balanced score card) and management reviews of the management system assess reports on performance, effectiveness and efficiency of the ITSM management system 9

10 4 Governing the IT service management system (15%) 4.1 Set IT service management objectives (10%) align service management objectives with obtained results and business needs setting strategic direction for improvement programs (e.g. setting priorities) propose standards, frameworks and best practices supporting improvement plans for IT services and IT service management processes 4.2 Manage risks to the integrated management system (5%) select plans to mitigate strategic risks select plans to mitigate risks to the integrated management system Justification of choices The exam specifications on level 3 (e.g ) are meant as examples to illustrate the kind of content of the specifications on level 2 (e.g. 1.1). 10

11 3. List of basic concepts 1. Setting the direction for the IT organization (40%) 1.1 Define an IT service management approach (10%) Alignment Business benefit Business requirement Business strategy CoBiT Contract Critical success factors ISO/IEC 9000 ISO/IEC ISO/IEC ITIL Metrics Mission statement MOF Objective Organization structure Policy Process model Sponsor Stakeholder Strategy Strategic objectives Vision 1.2 Design a strategic framework for the portfolio of products and services (15%) Best Practice Business case Capability Compliance Communication plan Governance Integrated management system Legal requirement Management system Management system scope Maturity Organizational risk assessment Portfolio of products and services Role competency Scoping factor Service Management Plan 11

12 1.3 Define a management system for IT service management (15%) Competencies Management system assessment Role Role assignment 2 Directing the IT organization (30%) 2.1 Communicate vision and strategy (10%) Effective communication Intergroup communication Interpersonal communication Media Organizational communication Public relations 2.2 Manage organizational change (20%) Behavior Belief Bureaucracy Coaching Cultural change Hierarchy Intervention Key stakeholder Leadership style Mentoring Needs of the individual Needs of the organization Organizational behavior Organizational chart Organizational culture Policy Program Project Service Improvement Plan Value Effectiveness Efficiency IT service IT service management processes Performance Policy Process Product portfolio Reporting Service management framework Service management plan Service management tool 12

13 3 Monitoring the performance of the IT organization (15%) 3.1 Evaluate the level of compliance (10%) Accountability Balanced scorecard Business benefit Capability Context Commitment Cost Customer satisfaction Deliverable Effectiveness Efficiency Investment Monitoring Performance trends 3.2 Assess strategic risks (5%) Impact of risk occurrence Monitoring Risk probability Risk response Validation Vulnerability 4 Governing the IT Service Management System (15%) 4.1 Set IT management objectives (10%) Improvement priorities Standards alignment 4.2 Manage risks to the integrated management system (5%) Inter-function cooperation Operational risk Risk management Risk management procedure Risk plan Service improvement co-ordination Service improvement policy Service improvement process/procedure 13

14 4. Literature A B C D E 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) ISO/IEC ISO/IEC :2009(E) Part 3: Guidance on scope definition and applicability of ISO/IEC Switzerland, ISO, 2009 ISO/IEC :2009(E) David Clifford Implementing ISO/IEC Certification The Roadmap The Netherlands, Van Haren Publishing, 2008 ISBN: J. Slocum and D. Hellriegel Principles of Organizational Behavior United Kingdom, Cengage Learning, 2011 ISBN-10: ISBN-13: Additional literature F Michael Kunas Implementing Service Quality based on ISO/IEC 20000, 3rd Edition United Kingdom, IT Governance Publishing, 2012 ISBN Adobe ebook ISBN G James Persse The IT Service Management Process Manual The Netherlands, Van Haren Publishing, 2012 ebook ISBN Comment Literature A, B and C have been republished starting The changes in these new editions are not reflected in D. 14

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