Preparation Guide. EXIN IT Service Management Executive Consultant/Manager based on ISO/IEC 20000
|
|
- Iris Jones
- 8 years ago
- Views:
Transcription
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
15
16 Contact EXIN
Preparation Guide. Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000
Preparation Guide Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000 Edition June 2015 Copyright 2015 EXIN All rights reserved. No part of this publication may be published,
More informationPreparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000
Preparation Guide EXIN IT Service Management Associate based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied
More informationPreparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000
Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,
More informationEXIN Foundation in IT Service Management based on ISO/IEC 20000
Preparation Guide EXIN Foundation in IT Service Management based on ISO/IEC 20000 Edition June 2015 Copyright 2015 EXIN All rights reserved. No part of this publication may be published, reproduced, copied
More informationPreparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000
Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied
More informationFoundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000. Specification Sheet. ISO/IEC 20000 Foundation Bridge TÜV SÜD Akademie
Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC 20000 Specification Sheet TÜV SÜD Akademie Issue: 2.0 Date: 25 October 2012 Table of Contents 1 Reading aid... 4 2 ISO/IEC 20000 -
More informationInformation Security Management Expert based on ISO/IEC 27002
Preparation Guide Information Security Management Expert based on ISO/IEC 27002 Edition April 2014 Content 1. Overview 3 2. Exam requirements 7 3. List of basic concepts 15 4. Literature 16 Copyright 2014
More informationEXIN IT Service Management Foundation based on ISO/IEC 20000
Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing
More informationList of courses offered by Marc Taillefer
ISO/IEC 20000 Foundation (IS20F.EN) List of courses offered by Marc Taillefer Designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers
More informationsample exam ITMP.EN IT Management Principles (ITMP.EN) edition 2010 content introduction 3 exam 4 answer key 9 evaluation 16
sample exam ITMP.EN IT Management Principles (ITMP.EN) edition 2010 content introduction 3 exam 4 answer key 9 evaluation 16 EXIN International B.V. Examination Institute for Information Science Janssoenborch,
More informationEXIN Information Security Management Advanced
Preparation Guide EXIN Information Security Management Advanced based on ISO/IEC 27002 Edition 201601 Copyright 2016 EXIN All rights reserved. No part of this publication may be published, reproduced,
More information-Blue Print- The Quality Approach towards IT Service Management
-Blue Print- The Quality Approach towards IT Service Management The Qualification and Certification Program in IT Service Management according to ISO/IEC 20000 TÜV SÜD Akademie GmbH Certification Body
More informationFrameworks for IT Management
Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure
More informationPreparation Guide. Microsoft Operations Framework Foundation
Preparation Guide Microsoft Operations Framework Foundation Edition February 2015 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in
More informationSample Exam. IT Service Management Foundation based on ISO/IEC 20000
Sample Exam IT Service Management Foundation based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored
More informationIT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN)
Exam requirements IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN) Publication date 01-12-2009 Start date 01-01-2006 Summary Target group Context Prerequisites Practical
More informationPreparation Guide. EXIN Agile Scrum Foundation
Preparation Guide EXIN Agile Scrum Foundation Edition March 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing
More informationMetrics 101: Implementing a Metrics Framework to Create Value through Continual Service Improvement
Metrics 101: Implementing a Metrics Framework to Create Value through Continual Service Improvement By David Smith It s often been said that you can t manage what you don t measure, which is true. Without
More informationAn Implementation Roadmap
An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East
More informationINTERMEDIATE QUALIFICATION
PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT CERTIFICATE SYLLABUS Page 2 of 18 Document owner The Official ITIL Accreditor Contents CONTINUAL
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
Global Standards and Publications Edition 2014/2015 Global Standards and Publications EDITION 2014/2015 Colophon Title: Global Standards and Publications Edition 2014/2015 Publication of: Van Haren Publishing,
More informationBCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015
BCS Specialist Certificate in Business Relationship Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Contents Change History... 2 Rationale...
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
Metrics for Service Management Governance Strategy Risk Architecture + Infrastructure Design CSF KPI Metrics Transition SDP Requirements CSI Tools Services Operation Processes + ITSM Processes Value Other
More informationBenchmark of controls over IT activities. 2011 Report. ABC Ltd
www.pwc.com/cy Benchmark of controls over IT activities 2011 Report ABC Ltd... 2012 Scope and approach We wish to provide you with our IT Benchmarking report over IT activities at ABC Ltd (the Company)
More informationITIL Service Lifecycle Design
ITIL Service Lifecycle Design Course Details Course Code: Duration: Notes: ITILSL-Des 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based on
More informationISO20000: What it is and how it relates to ITIL v3
ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse
More informationEA vs ITSM. itsmf 15.4.2014
EA vs ITSM itsmf 15.4.2014 EA vs ITSM SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING What is an enterprise in the
More informationDocument Control Information
Document Control Information Document Details Document Name Purpose of Document Document Version Number 3.0 Document Status Document Owner Prepared By ITIL Service Management Practices: V3 Qualifications
More informationSpecialist Certificate in Business Relationship Management Syllabus. Version 1.2
Specialist Certificate in Business Relationship Management Syllabus Version 1.2 August 2010 Specialist Certificate in Business Relationship Management Syllabus Contents Rationale...2 Aims and Objectives...2
More informationFrameworks for IT Management
Frameworks for IT ment 14 BiSL Business Information Services Library The Business Information Services Library (BiSL) has a focus on how business organizations can improve control over their information
More informationBrochure Service Strategy SPO
Brochure Service Strategy SPO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by
More informationITIL Service Lifecycle Transition
ITIL Service Lifecycle Transition Course Details Course Code: Duration: Notes: ITILSL-Tran 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based
More informationIT Governance using COBIT implemented in a High Public Educational Institution A Case Study
IT Governance using COBIT implemented in a High Public Educational Institution A Case Study JORGE RIBEIRO 1, RUI GOMES 2 School of Technology and Management Polytechnic Institute of Viana do Castelo Avenida
More informationFactsheet ITIL -V3 Capability module Service Offerings and Agreements
Factsheet ITIL -V3 Capability module Service Offerings and Agreements www.startel.nl 1. GENERAL 1.1. Course data and course hours Training courses IT Service Management Capability module Service Offerings
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
ITIL V3 - A POCKET GUIDE Other publications by Van Haren Publishing Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains: - IT management - Architecture
More informationPractitioner Certificate Software Asset Management Syllabus. Version 2.0
Practitioner Certificate Software Asset Management Syllabus Version 2.0 June 2010 Practitioner Certificate in Software Asset Management The ISEB Practitioner Certificate in Software Asset Management (SAM)
More informationITIL Service Lifecycle Operation
ITIL Service Lifecycle Operation Course Details Course Code: Duration: Notes: ITILSL-Oper 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based
More informationITIL v3 Service Manager Bridge
ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager
More informationHow To Compare Itil To Togaf
ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service
More informationIT Service Management Practitioner: Plan & Improve (based on ITIL ) (IPPI.EN)
Exam requirements IT Service Management Practitioner: Plan & Improve (based on ITIL ) (IPPI.EN) Publication date 01-12-2009 Start date 01-03-2007 Summary Target group Context Prerequisites Practical assignment
More informationRecent Advances in Automatic Control, Information and Communications
Proposal of the improvement of actual ITIL version based on comparative IT Service Management methodologies and standards The implementation of IT Service Management frameworks and standards Anel Tanovic*,
More informationITIL QUALIFICATION SCHEME & ROLE-BASED TRAINING MATRIX WHITE PAPER
& ROLE-BASED TRAINING MATRIX WHITE PAPER PRESENTED BY: PUBLISHED: MAY 1, 2014 VERSION: 4 LISA SCHWARTZ AND DONNA KNAPP, ITSM ACADEMY SECTION PAGE Overview 2 Path to ITIL Expert Certification 3-5 Complementary
More informationITIL Foundation Certification Course
ITIL Foundation Certification Course About the Programme While most IT divisions are organized by functions such as desktop management, application management, Network management, System & database administration,
More informationITIL Intermediate: Service Design. Lesson Plan. Mock Exam: Duration: Language:
ITIL Intermediate: Service Design Lesson Plan Delivery: e-learning Certificate: Examination (included) Accredited By: EXIN Mock Exam: Duration: Language: Included in Course (x2) 20 hours, self-paced English
More informationPosition Description
Position Description Wesley Disability Services Quality Risk & Compliance Specialist Agreement Signed Quality Risk and Compliance Specialist Signed Executive Manager, Wesley Disability Services Date Date
More informationACMP Certification Committee. Methods for Demonstrating Competency
ACMP Certification Committee Methods for Demonstrating Competency 6 February 2014 CCMP Assessment of Competency ACMP s Certification Committee recommended a two-part assessment through which CCMP applicants
More informationCOBIT 5 Implementation Certification Course
COBIT 5 Implementation Certification Course About COBIT 5.0 Information is created, used, retained, disclosed and destroyed. Technology plays a key role in these actions and technology is becoming pervasive
More informationITIL Foundation for IT Service Management 2011 Edition
ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
Colofon Title: Author: Editor: Reviewers: (for the Best Practice User Group Nederland) Publisher: PRINCE2 2009 Edition Quick Reference Card Henny Portman Steve Newton Hans Schneider Ron Seegers (Projectmeester)
More informationTutorial: Towards better managed Grids. IT Service Management best practices based on ITIL
Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The
More informationPreparation Guide. EXIN Cloud Computing Foundation
Preparation Guide EXIN Cloud Computing Foundation Edition June 2012 Copyright 2012 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing
More informationITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT
ITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT PLANVIEW INC. BACKGROUND IT departments continually have tremendous demands placed on them to manage new initiatives, projects, incidents,
More informationFor the latest information on VHP publications, visit our website: www.vanharen.net.
Other publications by Van Haren Publishing on IT Management Van Haren Publishing specialises in titles on Best Practices, methods and standards within IT and business management. These publications are
More informationGeoff Harmer PhD, CEng, FBCS, CITP, CGEIT Maat Consulting Reading, UK www.maatconsulting.com
COBIT 5 All together now! Geoff Harmer PhD, CEng, FBCS, CITP, CGEIT Maat Consulting Reading, UK www.maatconsulting.com 1 Copyright Notice COBIT is 1996, 1998, 2000, 2005 2012 ISACA and IT Governance Institute.
More informationRevised October 2013
Revised October 2013 Version 3.0 (Live) Page 0 Owner: Chief Examiner CONTENTS: 1. Introduction..2 2. Foundation Certificate 2 2.1 The Purpose of the COBIT 5 Foundation Certificate.2 2.2 The Target Audience
More informationIS Management, ITIL, ISO, COBIT...
IS Management, ITIL, ISO, COBIT... Orsys, with 30 years of experience, is providing high quality, independant State of the Art seminars and hands-on courses corresponding to the needs of IT professionals.
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
ITIL V3 Foundation Exam - The Study Guide Other publications by Van Haren Publishing Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains: - IT
More informationCOBIT Helps Organizations Meet Performance and Compliance Requirements
DISCUSS THIS ARTICLE COBIT Helps Organizations Meet Performance and Compliance Requirements By Sreechith Radhakrishnan, COBIT Certified Assessor, ISO/IEC 20000 LA, ISO/IEC 27001 LA, ISO22301 LA, ITIL Expert,
More informationITIL V3 Service Design Certification Program 3 Days
ITIL V3 Service Design Certification Program 3 Days Program Overview The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate
More informationIntroduction to ITIL for Project Managers
CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45
More informationPINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN
PINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN Executive Summary Developing and implementing an overall IT Service Management (ITSM) training
More informationEVALUATION FRAMEWORK FOR SERVICE CATALOG MATURITY IN INFORMATION TECHNOLOGY ORGANIZATIONS
EVALUATION FRAMEWORK FOR SERVICE CATALOG MATURITY IN INFORMATION TECHNOLOGY ORGANIZATIONS Carlos Moreno Martínez Information Systems Department, Universidad Europea de Madrid Spain Email: 20839394@live.uem.es
More informationITIL CSI 2011 Vernon Lloyd
ITIL CSI 2011 Vernon Lloyd 12 th December 2011 Implementing or Improving? Vernon Lloyd International Client Director Fox IT Without change there is no innovation, creativity, or incentive for improvement
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
Global Standards and Publications EDITION 2016/2017 Colophon Title: Global Standards and Publications Edition 2016/2017 Publication of: Van Haren Publishing, www.vanharen.net ISBN Hard copy: 978 94 018
More informationQUALITY CONSULTING SERVICES RAISE
QUALITY CONSULTING SERVICES RAISE RAISE with the experts With increasing competition companies are under pressure to cut costs, and many organizations are leveraging technology to address the problem.
More informationPinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT. Produced By : Pink Elephant Date : May 2015
PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT Produced By : Pink Elephant Date : May 2015 1 Table Of Contents 1 PinkVERIFY IT Service Management Tool Assessment Service... 3 1.1 Executive Summary...
More informationITIL Vs. LAYER - Search Engine Marketing System
Nuove tendenze : Standard e relative Certificazioni ICT AIEA - Sessione di Studio Milano 07.06.2013 Today s AGENDA Green Mill Solutions Company Facts Overview Scope Main Areas for IT & Business Alignment
More informationITIL 2011 Service Design Certification Program - 3 Days
ITIL 2011 Service Design Certification Program - 3 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
Copyright protected. Use is for Single Users only via a VHP Approved License. ITIL 2011 Edition - A Pocket Guide Copyright protected. Use is for Single Users only via a VHP Approved License. Other publications
More informationMaximize the synergies between ITIL and DevOps. AXELOS.com
Maximize the synergies between ITIL and DevOps AXELOS.com White Paper August 2014 Contents 1 Executive summary 3 2 Introduction 3 3 ITIL architecture 6 4 Adopting DevOps 12 5 Conclusion 13 About the author
More informationEXIN WORKFORCE READINESS professional
EXIN WORKFORCE READINESS professional IT ALL COMES DOWN TO EXPERIENCE ICT is everywhere. It has become an integral part of our lives. In a world How can professionals continue to grow in order to be ready
More informationEnhancing IT Governance, Risk and Compliance Management (IT GRC)
Enhancing IT Governance, Risk and Compliance Management (IT GRC) Enabling Reliable eservices Tawfiq F. Alrushaid Saudi Aramco Agenda GRC Overview IT GRC Introduction IT Governance IT Risk Management IT
More informationFrameworks for IT Management
Frameworks for IT Management 2 ISO 9000 - Quality Management Systems International Organization for Standardization 9000; 2000 (ISO 9000:2000) is a generic name given to a series of standards that have
More informationAgile Service Projects
Agile Service Projects An Integrated Approach by Maarten Bordewijk and Rik Teuben Agile Service Projects An Integrated Approach Introduction 3 Agile approach is succesful 4 Scrum, PRINCE2 & IT Service
More informationCertified Software Quality Assurance Professional VS-1085
Certified Software Quality Assurance Professional VS-1085 Certified Software Quality Assurance Professional Certified Software Quality Assurance Professional Certification Code VS-1085 Vskills certification
More informationInformation Security Risk Management
Information Security Risk Management Based on ISO/IEC 17799 Houman Sadeghi Kaji Spread Spectrum Communication System PhD., Cisco Certified Network Professional Security Specialist BS7799 LA info@houmankaji.net
More informationEffectively Using CobiT in IT Service Management
Effectively Using CobiT in IT Service Management Crown copyright material is reproduced with the permission of the Controller of HMSO and Queen s Printer for Scotland. ITIL is a Registered Trade Mark of
More informationIT Governance Implementation Workshop
IT Governance Implementation Workshop 3 Full day power packed workshop facilitated by Mr. Gary Allan Banister and Mr. Sreechith Radhakrishnan About the Programme Information is created, used, retained,
More informationThe Clear Path to ITIL Certification
THE CLEAR PATH TO IT SERVICE MANAGEMENT The Clear Path to ITIL Certification Understanding the clear path to business value ITIL is a registered trade mark of AXELOS CONTENTS 1 1 2 2 3 4 4 Executive Summary
More informationHP ITSM Assessment Services Helping you reach the levels of service your business requires
HP ITSM Assessment Services Helping you reach the levels of service your business requires HP ITSM Assessment Services are designed to help you achieve the IT service levels your business requires by reducing
More informationBrochure Service Strategy ILO
Brochure Service Strategy ILO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by
More informationCentral Project Office: Charter
Central Project Office: Charter ITCS: Central Project Office EAST CAROLINA UNIVERSITY 209 COTANCHE STREET, GREENVILLE, NC 27858 1 Table of Contents INTRODUCTION... 3 PURPOSE... 3 EXPECTED BENEFITS... 3
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
ITIL 2011 Edition - A Pocket Guide Other publications by Van Haren Publishing Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains: - IT and IT
More informationBrochure Service Offerings & Agreements SPO
Brochure Service Offerings & Agreements SPO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and
More informationCopyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.
Passing the PRINCE2 2009 Edition Foundation exam - A Study Guide Other publications by Van Haren Publishing Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within
More informationService Measurement Index Framework Version 2.1
Service Measurement Index Framework Version 2.1 July 2014 CSMIC Carnegie Mellon University Silicon Valley Moffett Field, CA USA Introducing the Service Measurement Index (SMI) The Service Measurement Index
More informationHP Operational ITSM Service. For continual service improvement
HP Operational ITSM Service For continual service improvement Overview Enhance service levels by applying best practices and standards Improve productivity and reduce costs Deliver true business value
More informationInformation Technology Governance. Steve Crutchley CEO - Consult2Comply www.consult2comply.com
Information Technology Governance Steve Crutchley CEO - Consult2Comply www.consult2comply.com What is IT Governance? Information Technology Governance, IT Governance is a subset discipline of Corporate
More informationThe Information Security Management System According ISO 27.001 The Value for Services
I T S e r v i c e M a n a g e m e n t W h i t e P a p e r The Information Security Management System According ISO 27.001 The Value for Services Author: Julio José Ballesteros Garcia Introduction Evolution
More informationWhite paper. Secure Cloud Services: An Integrated Approach
White paper Secure Cloud Services: An Integrated Approach Edition October 2013 Whitepaper Information Management Secure Cloud Services: An Integrated Approach Edition October 2013 Copyright 2013 EXIN All
More informationEmploying ITSM in Value Added Service Provisioning
RL Consulting People Process Technology Organization Integration Employing ITSM in Value Added Service Provisioning Prepared by: Rick Leopoldi January 31, 2015 BACKGROUND Service provisioning can oftentimes
More informationEDUCORE ISO 20000 Expert Training
EDUCORE ISO 20000 Expert Training Overview ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. ISO/IEC 20000-1:2005
More informationScheduling Process Maturity Level Self Assessment Questionnaire
Scheduling Process Maturity Level Self Assessment Questionnaire Process improvement usually begins with an analysis of the current state. The purpose of this document is to provide a means to undertake
More informationPreparation Guide Content. EXIN Cloud. 1. Overview 4 2. Exam Requirements 6 3. List of Basic Concepts 9 4. Exam Literature 13. Computing Foundation
Preparation Guide Content EXIN Cloud 1. Overview 4 2. Exam Requirements 6 3. List of Basic Concepts 9 4. Exam Literature 13 Computing Foundation Edition December 2015 Copyright 2015 EXIN All rights reserved.
More informationProject Management Professional (PMP) Examination Content Outline
Project Management Professional (PMP) Examination Content Outline Project Management Institute Project Management Professional (PMP) Examination Content Outline June 2015 Published by: Project Management
More informationWhite Paper September 2011
ITIL V3 and BiSL: Sound guidance for business IT alignment from a business perspective Machteld Meijer, Mark Smalley, Sharon Taylor and Candace Dunwoodie White Paper September 2011 2 ITIL V3 and BiSL:
More informationITIL Introducing continual service improvement
ITIL Introducing continual service improvement The objectives of continual service improvement Service improvement must focus on increasing the efficiency, maximizing the effectiveness and optimising the
More informationITIL AND COBIT EXPLAINED
ITIL AND COBIT EXPLAINED 1 AGENDA Overview of Frameworks Similarities and Differences Details on COBIT Framework (based on version 4.1) Details on ITIL Framework, focused mainly on version.2. Comparison
More informationمركز دكتور ا دارة ا ستشاري
مركز دكتور ا دارة ا ستشاري القاي د المحترف بغيتنا... anagement octor onsultancy entre Aiming Professional Leader... Management Doctor Consultancy Centre (MDCC) is an ambitious consultancy firm has opened
More information