Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC Specification Sheet. ISO/IEC Foundation Bridge TÜV SÜD Akademie

Transcription

1 Foundation Bridge in IT Service Management (ITSM) according to ISO/IEC Specification Sheet TÜV SÜD Akademie Issue: 2.0 Date: 25 October 2012

2 Table of Contents 1 Reading aid ISO/IEC Introduction Aim of the qualification Benefit of the qualification Target group of the qualification ISO/IEC qualification scheme structure Specification of the exam Exam name Exam format Exam prerequisites Exam content Weight of exam content Detailed content Exam terms Description of the training Training name Training format Prerequisites for admission to training Training content Requirements for training institutes Requirements for trainers Requirements for training Requirement for practical assignments Description of the training Glossary Further applicable information Certification Exam matrix/taxonomy & literature references Other applicable documents Revision history Annex 1 - Exam terms Issue: 2.0; Date: 25 October 2012 Page 2

3 Copyright 2012 TÜV SÜD Akademie GmbH The qualification program in IT service management based on ISO/IEC is owned, developed and maintained by TÜV SÜD Akademie GmbH, Certification Body for Persons, Germany. 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 TÜV SÜD Akademie GmbH. The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 163 countries. ISO is the owner of the ISO/IEC and the ISO/IEC standard series. ITIL is a registered trade mark of the Cabinet Office. IT Infrastructure Library is a registered trade mark of the Cabinet Office. The Swirl logo is a Trade Mark of the Cabinet Office. All other company, product, or service names may be trade marks or service marks of others and are the property of their respective owners. Issue: 2.0; Date: 25 October 2012 Page 3

4 1 Reading aid This document is designed to support training institutes in the development of their trainings and training materials that meet with TÜV SÜD requirements. The main objective of the specification sheet is to identify the exam subjects, the exam requirements and specifications, and the target audience. 2 ISO/IEC Introduction IT service management focuses on providing and supplying efficient services to ensure the satisfaction of customer requirements, cost-effectiveness and smooth business processes. Service optimization is deemed a prerequisite for successful presence on national and international markets. ISO/IEC is the first internationally recognized worldwide process based standard created specifically for the breadth of IT service management. ISO/IEC Part 1 is the formal specification; it defines the requirements that must be achieved, whereas ISO/IEC Part 2 is describing guidance on the application. ISO/IEC is independent of all frameworks; it is framework neutral. There is no control defined or implied between the standard and frameworks such as Microsoft Operations Framework (MOF), IT Infrastructure Library (ITIL ) and indeed to their supporting qualification schemes. Each side of the equation is developed autonomously to the other. However, it should be noted that there are many defined frameworks both public (MOF ) and private (in-house best practices) that can help the drive towards recognition of capability and therefore eventually ISO/IEC certification. Both internal and external service providers are being challenged to prove they will be able to provide the required service quality and to that end have adequate service management processes in place. External service providers have already been requested to become certified to the standard as part of invitation to tenders. The award of the ISO/IEC certificate is predicated upon audits conducted by Registered Certification Bodies against ISO/IEC Part 1 which ensure that a service provider is designing, realizing the transition, managing and maintaining an IT service management system in line with the requirements of the standard. 3 Aim of the qualification The Specification Sheet of the Foundation Bridge in ITSM according to ISO/IEC is designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers should aspire to within the context of ISO/IEC It will test the capability of the candidate to remember and understand the concepts that are explained. Successful candidates will receive a third-party, internationally recognized confirmation of knowledge in IT service management systems as per ISO/IEC (certificate). Issue: 2.0; Date: 25 October 2012 Page 4

5 4 Benefit of the qualification The qualification and certification program ISO/IEC Qualification Scheme for Persons familiarizes candidates with the contents of the ISO/IEC standard, its practice-oriented implementation in the form of a management system, including the relationship with other relevant standards, and the best practices, methods and frameworks associated therewith. The individual qualifications enable candidates to apply their acquired knowledge and fulfil role- and function-specific management tasks in IT service management in a targeted manner. This well-structured training programme helps candidates to continuously improve their personal qualifications, thus supporting their continual professional development within their organisation. Employee qualifications at the various levels, which build on each other, extend over the full range from management and processes to results at internal and external customers, on an internationally recognized and comparable basis. Candidate benefits summarized: Aligned to international standards Recognized, third-party qualification of persons Qualification and training-course concept in line with company requirements Transfer of practice-oriented expertise in a well-structured training program 5 Target group of the qualification The target audience includes both internal and external service providers, who play a role or have an interest in ISO/IEC 20000, even if such an organization is not (yet) certified. The Foundation Certificate in ITSM according to ISO/IEC 20000is particularly aimed at this wider audience. In addition, for customers considering requesting their service providers to become ISO/IEC certified, they can get an insight into what can be expected of their service providers. The Foundation Bridge examination according to ISO/IEC is intended for professionals in IT service management with solid knowledge and experience within IT service management, with a minimum certification level of ITIL Foundation (v2 and/or v3), who want to focus on or become proficient in IT service management according to ISO/IEC The Foundation Certificate in ITSM according to ISO/IEC is a prerequisite for the other qualifications within the qualification scheme. Issue: 2.0; Date: 25 October 2012 Page 5

6 6 ISO/IEC qualification scheme structure The "Foundation Certificate in ITSM according to ISO/IEC 20000" is part of the ISO/IEC Qualification Scheme for Persons which covers a series of exams / certifications that are aligned with the various roles in IT service management. Issue: 2.0; Date: 25 October 2012 Page 6

7 7 Specification of the exam 7.1 Exam name The exam name is: Foundation Bridge Examination in IT service management according to ISO/IEC Exam format Multiple-choice examination consisting of 20 questions The examination is passed, if a minimum of 65% of the questions are answered correctly (13 of 20). Duration of the exam: 30 minutes 7.3 Exam prerequisites To sit the Foundation Bridge Examination in IT service management according to ISO/IEC candidates must hold a Foundation Certificate based on ITIL v2 or v Exam content Weight of exam content Exam requirements Weight (%) 1. Understanding the definitions and principles of (IT) service management Understanding the position of ISO/IEC in (IT) service management The minimum requirements for a service management system (SMS) 40 according to ISO/IEC Key points for the application of a service management system (SMS) 20 Issue: 2.0; Date: 25 October 2012 Page 7

8 7.4.2 Detailed content Since the Foundation Bridge is an excerpt of the regular Foundation training and exam, some of the topics are shown as "--". These topics will not be covered within the Foundation Bridge examination. 1. Understanding the definitions and principles of (IT) service management (10%) 1.1 The candidate understands quality and service requirements The candidate can: Explain what quality is and why it is important Explain what service requirements are and why they are important Describe what a service management system (SMS) is The candidate understands continual improvement The candidate can: Identify the principles of the plan-do-check-act cycle Describe what maturity is and how maturity models work Explain the nature of assessments, reviews and corrective and preventive actions 2. Understanding the position of ISO/IEC in (IT) service management (30%) 2.1 The candidate understands the landscape of standards and frameworks The candidate can: Identify the purpose and stakeholder of CMMI, COBIT, ISO 9000, ISO 15504, ISO 27000, ITIL, MOF, Six Sigma Describe the relationship to company-specific standards 2.2 The candidate understands the concepts of certification practices The candidate can: Describe the use of applicability and scoping Explain the benefits of certification Describe the certification process Identify the roles and responsibilities within certification schemes 2.3 The candidate understands the concept of ISO/IEC The candidate can: Describe the history and the owner of ISO/IEC Identify the purpose and benefits of ISO/IEC Explain the difference between ISO/IEC and ISO/IEC and the rest of the ISO/IEC series Describe the grouping of the processes Explain the use of ISO/IEC within the lifecycle of an IT Service Remember the terms and definitions relating to ISO/IEC Issue: 2.0; Date: 25 October 2012 Page 8

9 3. The minimum requirements for a service management system (SMS) according to ISO/IEC (40%) 3.1 The candidate understands the minimum requirements for management and improvement of IT Services The candidate can: Describe the objective of a service management system (SMS) Describe the requirements for (top-) management responsibility including the service management policy Describe the requirements for governance of processes operated by other parties Describe the requirements for documentation and control of documents and records Describe the requirements for resource management Describe the requirements for applying the plan-do-check-act methodology to the service management system (SMS) and services including defining the scope, planning the SMS, implementing and operating the SMS, monitoring and reviewing the SMS, and maintaining and improving the SMS The candidate understands the minimum requirements for alignment of IT and the business The candidate can: Describe the objective and requirements of the Service Level Management process Describe the objective and requirements of Service Reporting Describe the objective and requirements of Budgeting and Accounting for IT Services Describe the objective and requirements of the Business Relationship Management process Describe the objective and requirements of the Supplier Management process 3.4 The candidate understands the minimum requirements for delivery of IT services The candidate can: Describe the objective and requirements of the Information Security Management process Key points for the application of a service management system (SMS) (20%) 4.1 The candidate understands the best practices for management and improvement of IT Services The candidate can: Describe the key points for the application in the context of (top-) management responsibility including the service management policy (including guidelines for and typical contents of the service management policy, and an overview of the responsibilities of the management representative) Describe the key points for the application in the context of governance of processes (including a general understanding of the different types of other parties and demonstration of accountability and authority) Describe the key points for the application in the context of documentation and control of documents and records (including an overview of typical mechanisms of control of documents) Describe the key points for the application in the context of resource management (including the meaning and importance of competence, awareness and training in the context of human resources) Describe the key points for the application in the context of the plan-do-check-act methodology applied to the service management system (SMS) and services including defining the scope, planning the SMS, implementing and operating the SMS, monitoring and reviewing the SMS, and maintaining and improving the SMS (including typical contents of the service management plan, the role of internal and external audits, selection of auditors and principles of auditing) Issue: 2.0; Date: 25 October 2012 Page 9

10 The candidate understands the best practices for delivery of IT services The candidate can: Describe the key points for the application in the context of the Information Security Management process (including an overview of the contents and practices in the context of the information security policy, understanding of the importance and practices in managing information security risks, and understanding of managing information security-related incidents and changes) Exam terms The terms the candidates should be familiar with are listed in Annex 1 and are intended as a guide for the trainers. Issue: 2.0; Date: 25 October 2012 Page 10

11 8 Description of the training 8.1 Training name Foundation Bridge training in IT service management according to ISO/IEC Training format The training has to be provided by one trainer. Assignments and sample exams should be performed but are not mandatory. 8.3 Prerequisites for admission to training To sit the Foundation Bridge examination in IT service management according to ISO/IEC candidates must hold a Foundation Certificate based on ITIL v2 or v Training content The training is covering the following subject areas: - General management systems and continual improvement process (CIP) - The significance of IT service management as per ISO/IEC Service management processes and their interfaces with other processes 8.5 Requirements for training institutes According to ISO/IEC the term certification will be used instead of accreditation. Training institutes must be certified accordingly to run Foundation trainings. Please refer to the Specification Sheet for Training Institutes Certification for more details. 8.6 Requirements for trainers Trainers must be certified by the accordingly to run Foundation trainings. Please refer to the Specification Sheet for Trainer Certification for more details. Certified trainers have the possibility to obtain the basic set of training material and the possibility to join an advanced training through TÜV SÜD or its partner institutes. Issue: 2.0; Date: 25 October 2012 Page 11

12 8.7 Requirements for training The training material must be certified according to the requirements as stated in the Specification Sheet for Training Material Certification. Following requirements are valid: - Minimal training duration (contact hours) 7.5 hours (plus exam). - Attendees: a minimum of 6 and a maximum of 25 attendees - It must be aligned with the requirements of the Foundation Bridge exam (i.e. cover this Specification Sheet). - It must provide the attendees the opportunity to interact and discuss their experience. The certified Foundation Bridge training in IT service management according to ISO will typically take one or one and a half days, including the exam at the end of the training. 8.8 Requirement for practical assignments Within this training no practical assignments are mandatory, but to receive better training results the training provider should perform some practical assignments during the training. Issue: 2.0; Date: 25 October 2012 Page 12

13 8.9 Description of the training The description of the training indicates the possible structure of the training. This is an indication only that by no means dictates how training should be conducted. However it provides a logical order for the exam topics and gives a time indication that corresponds with the exam requirements percentage, the overall training/assignment duration is at minimum 7.5 hours (10 learning units) plus a 30 minutes examination: Training duration including examination (7.5 hours + 30 min) Minimum 8 hours Introduction Introduction to ISO/IEC What is ISO/IEC 20000? Context of ISO/IEC Basic terms and concepts What is a(n) (IT) service? Quality Summary Basic Structure of ISO/IEC Clause 1: Scope Clause 2: Normative References Clause 3:Terms and Definitions Clause 4: Service management system general requirements Clause 5: Design and transition of new or changed services Clause 6: Service delivery processes Clause 7: Relationship processes Clause 8: Resolution processes Clause 9: Control processes 7.5 hours Related Standards Overview Summary Examination 30 minutes Issue: 2.0; Date: 25 October 2012 Page 13

14 9 Glossary Exam matrix/taxonomy The exam matrix specifies the number and weight of the questions assigned to each topic, based on the exam requirements and specifications. Exam requirements The exam requirements are the main topics of a module. The candidate must have a thorough command of these topics. Exam specification The exam specifications elaborate on the exam requirements. The exam specifications have two levels. The mastery level defines what candidates must know, understand and what they must be able to apply, analyze, or solve. The testing level defines what will be tested and how this will be tested. Literature The specification sheet provides a list of required and suggested materials for the exam. Mastery level TÜV SÜD develops exam specifications on the six mastery levels of the revised Bloom taxonomy (2001): 1 Remembering: the ability to recall, restate and remember learned information 2 Understanding: the ability to grasp meaning of information by interpreting and translating what has been learned 3 Applying: the ability to make use of information in a context different from the one in which it was learned 4 Analyzing: the ability to break learned information into its parts to understand it 5 Evaluating: the ability to make decisions based on in-depth reflection, criticism and assessment 6 Creating: the ability to create new ideas and information using what has been learned. Target group The target group is the audience for whom the module is intended. Testing level The testing level gives an indication of what may be asked in the exam. Weight The weight of an exam requirement or exam specification indicates the relative importance of the requirement or specification and is expressed as a percentage. The weight of an exam requirement or exam specification determines the number of questions for each topic in the exam. Issue: 2.0; Date: 25 October 2012 Page 14

15 10 Further applicable information 10.1 Certification The TÜV SÜD Examination Institute requires candidates to be trained by certified training institute before taking the exam. For more information about the certification process, which is intended to improve and safeguard the quality of the trainings and independent certification, please refer to information available at the TÜV SÜD Examination Institute: or or TÜV SÜD Akademie GmbH Certification Body for Persons/ Examination Institute Westendstrasse Munich / Germany Phone: Fax: Exam matrix/taxonomy & literature references The exam matrix/taxonomy specifies the number and weight of the questions in the exam, based on the exam requirements and specifications. The literature references shown in the table on the next page refer to those below which are recommended reading for the training provider: A B C ISO/IEC :2011(E) A Pocket Guide van Haren Publishing, 2012 ISBN 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) Issue: 2.0; Date: 25 October 2012 Page 15

16 The following literature will also prove of use for training providers and candidates alike: David Clifford FISM Implementing ISO/IEC Certification The Roadmap van Haren Publishing, 2008 ISBN Exam Requirement EXAM MATRIX/TAXONOMY Exam Specification Mastery level Testing level Weight % Number of Questions LITERATURE REFERENCES Literature Id Literature Reference A: 8.4 (4) A: 8.4 (4) A: 5, A: A: 2, A Training description B: 3, 3.1, 3.2, 3.3, B: 6.1, 6.2, 6.4, 7.2, only B: 6.3, 6.5, C: 3.1, 3.2, 3.3, only C: 6.6 Issue: 2.0; Date: 25 October 2012 Page 16

17 10.3 Other applicable documents List of abbreviations ( Information technology List of Abbreviations used) Blue Print of TÜV SÜD Akademie to the "Qualification and Certification Program in IT service management according to ISO/IEC 20000" Specification Sheet for Training Institute Certification Specification Sheet for Trainer Certification Specification Sheet for Training Material Certification 10.4 Revision history October 2011 Version 1.2 Layout adjustments; Style of lettering harmonized Trade Mark Acknowledgement Statements revised Changes of definitions: course to training / accreditation to certification etc. Section 8 revised: Requirements for training institutes / trainers / trainings Section 8 completed: Information from the Blue Print Section 7.5: Exam terms moved to Annex 1 New section 10.3 Other applicable documents New section 10.4 Revision history Chapter 10.1 web link updated Name of training and exam from ISO/IEC to ISO/IEC 20000:2011 changed Chapter 7.4.2/3.1 updated Annex 1 updated: management system replaced with service management system Annex 1 changed according to the Specification Matrix Chapter and Chapter 10.2: Exam taxonomy and exam content changed according to the German Specification Sheet v1.2 Chapter 8.9 Course outline changed according to the German Specification Sheet v1.2 August 2012 Version 1.3 Used terms aligned to the standard editions ISO/IEC :2011 and ISO/IEC :2012 Section 10.2: Revision of literature references Annex 1 completed: Additional terms based on clause 3 of the standard's edition ISO/IEC :2011 October 2012 Version 2.0 Section 7.4, 10.2 and Annex 1 revised Issue: 2.0; Date: 25 October 2012 Page 17

18 Annex 1 - Exam terms The terms the candidates should be familiar with are listed below and are intended as a guide for the trainers. The terms are listed in order of the exam requirements. Since the Foundation Bridge is an excerpt of the regular Foundation training and exam, some of the topics are shown as "--". These topics will not be covered within the Foundation Bridge examination. 1 Understanding the definitions and principles of (IT) service management 1.1 Understanding quality and service requirements Quality Customer Understanding continual improvement Continual improvement Plan, Do, Check, Act 2 Understanding the position of ISO/IEC in (IT) service management 2.1 Understanding the landscape of standards and frameworks CMMI CobiT TM ISO 9000 ISO/IEC ISO/IEC ITIL MOF Six Sigma Issue: 2.0; Date: 25 October 2012 Page 18

19 2.2 Understanding the concepts of certification practices Audit Compliance / conformity Non-conformity Scoping SMS scope Scoping statement Organization 2.3 Understanding the concept of ISO/IEC Service provider (International) standard Minimum requirement ISO/IEC ISO/IEC The minimum requirements for a service management system (SMS) according to ISO/IEC Management and improvement of IT Services Top management Service management policy Service management plan Effectiveness Efficiency Risks Risk management Internal audit / first party audit Supplier audit / second party audit Third party audit Audit scope Auditor Audit criteria Audit programme Corrective action Preventive action Process owner Management representative /senior responsible owner Document control Document Record Alignment of IT and the business Customer satisfaction Supplier Lead supplier Issue: 2.0; Date: 25 October 2012 Page 19

20 Subcontracted supplier Service level Service level agreement (SLA) Service catalogue Service requirement Operational level agreement (OLA) Underpinning contract (UC) Trend information Budget Budgeting Accounting Direct cost Indirect cost Shared cost 3.4 Delivery of IT services (Service) availability (Service) continuity Capacity plan (Service) performance (Service) capacity Threshold Asset Information security Information security policy Access rights Confidentiality Integrity Accessibility Risk assessment Security control Information security incident Information security risk Key points for the application of a service management system (SMS) 4.1 Management and improvement of IT Services Management responsibility Management review Interested party Other party Internal group Competence Issue: 2.0; Date: 25 October 2012 Page 20

21 Delivery of IT services Response time Justification of choices To avoid repetition, terms have usually been listed under the first examination specification where they are used. Note that questions based on one of the examination requirements may also use terms listed under the heading for other requirements. Issue: 2.0; Date: 25 October 2012 Page 21