Manager s Certificate in IT Service Management Guidelines & Syllabus for Prospective Candidates
CONTENTS PREFACE 1. INTRODUCTION 2. SYLLABUS 3. THE HOLDER OF THE CERTIFICATE 4. ELIGIBILITY FOR THE WRITTEN EXAMINATIONS 5. ACCREDITED TRAINING 6. THE FORMAT OF THE WRITTEN EXAMINATION 7. ENTRY TO THE WRITTEN EXAMINATION 8. EXAMINATION RESULTS 9. PAST EXAMINATION PAPERS 10. FEES 11. FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT 12. CONTENTS OF SYLLABUS 13. CONTACT DETAILS 1
PREFACE The Information Systems Examinations Board (ISEB) is a division of the British Computer Society. ISEB was created in 1990 from the Systems Analysis Examinations Board (which was set up in 1967). ISEB administers examinations and issues certificates in a variety of subjects in the field of information systems engineering. A list of these qualifications can be obtained from ISEB. The supervision of each certificate is delegated to a certificate board and the chairman of each board is a member of the ISEB Executive Committee. For all certificates, the emphasis is on providing a professional qualification. To achieve this, ISEB adopts a two-fold approach to quality: accreditation and examination. Examinations enable candidates to demonstrate their individual competence. The precise form of examination varies from certificate to certificate, and may comprise a written examination, course assessment and oral examinations. Organisations wishing to offer courses leading to certificates have to be accredited by ISEB. There are no restrictions as to the nature of establishments that may apply for accreditation: education and training bodies, public and private, large or small are all eligible. Once accredited, course providers are monitored in a variety of ways to ensure that standards are maintained. 2
1. Introduction It is hoped that this leaflet will provide potential candidates for the Manager s Certificate in IT Service Management with all the basic information they need regarding eligibility and the format of the examinations. Further queries should be directed to the course provider or to the Examinations Officer at ISEB. 2. Syllabus The Syllabus for the Certificate is based upon two volumes of the OGC s IT Infrastructure Library (ITIL 1 ) and covers the areas of Service Delivery and Service Support. It is essential that candidates taking the examination are familiar with these volumes. The IT Infrastructure Library consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. The Library has been developed in recognition of organisations growing dependency on IT. Without IT, most businesses cannot function; without quality IT they cannot function well. Organisations therefore need quality IT services. These services must, of course, be matched to business needs and customer requirements as they evolve, and they must be provided economically which implies making optimum use of scarce IT skills. Effective management is needed. The IT Infrastructure Library embodies good practice for IT service management. The Library provides a documented, systematic approach that will help organisations to deliver well managed IT services in the face of such difficulties as skill shortages, more exacting and unpredictable business requirements and user demands, and the growing complexity of IT systems. Such a systematic approach to IT service management also reduces the learning curve for staff. 1 ITIL is a registered trademark of OGC The Office of Government Commerce 3
Implementing the guidance in the Library as part of a quality management system will help an IT Services group to comply with the requirements of the ISO 9000 quality standard. 3. The Holder of the Certificate Holders of the Manager s Certificate in IT Service Management should be familiar with the techniques involved across the range of service delivery and service support activities. They should be able to relate these activities to each other and to wider IT issues; and they should be competent to manage service delivery and service support functions. 4. Eligibility for the Written Examinations To be entered for the written examination leading to the certificate, the candidate must fulfill three requirements. Attend an accredited training course and gain a positive in-course assessment. Demonstrate at least five years of general IT experience and have at least two years of experience in an IT Service Management environment in a supervisory or managerial role. Hold the Foundation Certificate in IT Service Management. The skills required by an individual taking the examination are listed below: Knowledge of the ITIL Service Support and Service Delivery books. Ability to identify, analyse and assess the IT Service Management processes within an organisation. Ability to design an organisational structure to support the management and use of IT Service Management processes. Ability to describe the IT Service Management functions and processes, how they interrelate and how they should be applied. Skills to audit and assess the operation of the IT Service Management processes and functions in any given organisation 4
Ability to make recommendations regarding the improvement or enhancement of IT Service Management processes. Effective written communication skills commensurate with an IT Service Manager or consultant. Interactive communication skills appropriate for an IT Service Manager or consultant. To be awarded the Certificate the candidate must achieve 50% or greater in both of the written examinations. 5. Accredited Training 5.1 In order to offer training leading to the Certificate, course providers must first be accredited by the Board. A list of accredited training providers is available on the ISEB web site or from the Examinations Officer at ISEB. The training may be offered in a variety of formats, but is most commonly available as two one-week modules. 5.2 The training courses are suitable for candidates who meet the following minimum criteria: IT practitioner/supervisor with at least five years general IT experience and at least two years experience at a management/supervisory level; Responsibility for taking substantial technical decisions affecting the support and/or delivery of IT services; Ability to communicate effectively with subordinates, colleagues, users and customers at all levels of seniority. The courses will be of benefit to IT professionals who either hold responsible positions in IT service provision or require a knowledge of the interfaces between, and management reporting procedures within, the Service Management processes provision functions or are considering implementing all or part of the IT Infrastructure Library or are considering implementing a quality management system within the IT service provision area conforming to ISO 9000/BS 5750. 5
5.3 It is important that candidates should have the opportunity fully to digest the material, and it is recommended, therefore, that there should be a period of at least one month between completion of the course and sitting the written examination. Candidates should, however, normally take the examination within twelve months of completion of the course. 6. The Format of the Written Examination To obtain the Manager s Certificate in IT Service Management, the candidate has to achieve 50% or more in each of the two three-hour written examinations. These closed book examinations will be conducted within a twenty-four hour period. A case study will be provided in advance of the examination and approximately 60% of the questions will be based on this case study. The remaining questions will be of a more general nature. Paper 1 will cover generally the area of Service Support, and Paper 2, Service Delivery. However, a question may span the whole syllabus. Each paper will have five compulsory questions of 20 marks each. In an examination all major topics of the syllabus will be examined. Written examinations will be offered four times a year: on the last Wednesday and Thursday of the following months: January, April, July, October. The main examination centres will be located in Central London and Swindon but other centres may be arranged by agreement with course providers and/or employers. In the case of a candidate failing to pass a written paper, the candidate may re-sit the failed paper providing that the re-sit is taken within 13 months of receiving the results. 7. Entry to the Written Examination To register for the written examinations, candidates should complete Form IT2A (available from their course provider) and submit it to the 6
ISEB as far in advance of the date of the examination as possible. The Board cannot guarantee to admit candidates to a specific examination if they register less than four weeks in advance of the date of the examination. All registered candidates will be sent confirmation of registration and a copy of the relevant case study at least two weeks before the examination date. 8. Examination Results Examination results will normally be available, and candidates notified in writing, approximately eight weeks after the written examination. In the event of unforeseen circumstances causing a delay in the timetable, the ISEB will keep course providers informed. Candidates queries should, therefore, initially be addressed to their trainer. Under no circumstances will examination results be given over the telephone or by fax. 9. Past Examination Papers Sample examination papers may be purchased from ISEB. 10. Fees For candidates who have attended accredited training and who are entering the examination for the first time, fees will be paid by the course provider. In all other cases, the fees will be charged to the individual prior to the examination date. Consult your individual Course Providers for further details. A schedule of current fees is available on the ISEB web site. 11. Foundation Certificate in IT Service Management As a pre-requisite to the Manager s Certificate, the Board also offers this entry-level certificate based on the same syllabus as the 7
Manager s Certificate in IT Service Management. This certificate is intended for: Staff entering an IT environment who might have day-to-day responsibilities within one or more of the Service Management disciplines; Staff working in an IT Service Management discipline who wish to broaden their understanding of how their role fits into the wider Service Management framework; Other staff whose effectiveness would be enhanced by a greater awareness and understanding of best practices in IT Service Management. Staff intending to sit the examination for the Manager s Certificate in IT Service Management (providing essential foundation level familiarity with the syllabus). Further details of the Foundation Certificate are available from the ISEB web site, or the ISEB Examinations Officer. 8
12. Syllabus 12.1. ORGANISATION, PLANNING AND CONTROL The following topics should be dealt with in the context of the service support and delivery modules 12.2.1 12.2.5 and 12.3.1 12.3.5 below: objectives, scope, relationships and interfaces between the topics; terms of reference for feasibility studies; planning, management and implementation procedures; dependencies, staffing aspects and timing; post-implementation and audit procedures; benefits, costs and common problem areas; software tools; reporting for management control; mission statements; management metrics and key performance indicators; service sourcing issues. The role of the customer, process improvement. 12.2. SERVICE SUPPORT 12.2.1 Configuration Management Configuration Items and their relationships; planning control, levels, variants, models, versions and copies; naming conventions; baselines. Building, implementing and managing a configuration management database; using it to manage problems and changes. Configuration audits. The Definitive Software Library (DSL), Definitive Hardware Store (DHS) and Software Licence Management. Change & Configuration Management (C&CM) Plan. 12.2.2 Service Desk The Service Desk Function and role. Interface between IT and users. Business Process Support. Local, central and virtual Service Desks. Reporting IT Service Quality, Structuring the Service Desk. Service Desk Education and Training. Use of knowledge bases. Outsourcing the Service Desk. 12.2.3 Incident Management 9
The Incident Management Process. First line incident support. Business Application Support. Designing the incident management process. Coding systems and use of scripts. Incident record content. Escalation. 12.2.4 Problem Management Incidents, problems and known errors. Problem control and prevention; error control procedures. Coding systems for problem/error categorisation impact, urgency and priority. Proactive Problem Management, Problem solving techniques. 12.2.5 Change Management Organisation of the Change Management function; role of the Change Advisory Board. Procedures for handling requests for change; priority levels and handling urgent changes; change authorisation. Scheduling, testing, back-out plans and implementation of changes. Interface with project management. Change & Configuration Management (C&CM) Plan, Change Models. 12.2.6 Release Management Storage and protection of management-authorised software in both centralised and distributed systems. The Definitive Software Library. Release of software and/or hardware into the live environment. Distribution of software. Implementation (bringing into service) of software and/or hardware. Client-server and Internet issues. 12.3. SERVICE DELIVERY 12.3.1 Service Level Management 10
Planning, negotiating and managing Service Level Requirements and Agreements; structure and content of typical Service Level Agreements; key service items. The SLM process; monitoring, reporting & reviewing. Service Targets. Underpinning contracts and OLAs. Service Improvement Programs (SIPs) 12.3.2 Capacity Management Business Capacity Management, Service Capacity Management, Resource Management. Modelling and simulation; building a capacity management database; demand management, application sizing, Capacity Planning. 12.3.3 IT Service Continuity Management Loss of IT service. Risk analysis and management. IT recovery options: Creating an ITSCM plan; implementing and testing the plan. Links to Business Continuity Plans. Return to normal 12.3.4 Financial Management for IT Services Budgeting, IT Accounting & Charging. Building Cost Models. The importance of money as a management metric. Investment appraisal. Charging policy & pricing methods. 12.3.5 Availability Management Planning and maintaining IT services. Recovery of failed systems. Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements. Availability plans. Vital Business Functions (VBF). Methods & Techniques. Security. 11
13. Contact Details The contact details for ISEB are shown on the back cover of this booklet. The IT Infrastructure Library can be obtained from the OGC, The Stationery Office, or the itsmf. Details are shown below: OGC (Office of Govt Commerce) The Stationery Office Rosebery Court Publications Centre St Andrews Business Park PO Box 276 Norwich London NR7 0HS SW8 5DT Email: info@ogc.gsi.gov.uk www.national-publishing.co.uk Tel: (+44/0) 171 873 9090 Fax: (+44/0) 171 873 8200 itsmf UK Webbs Court 8 Holmes Road Earley Reading, Berks RG6 7BH Tel: (+44/0) 118 926 0888 Fax: (+44/0) 118 926 3073 Email: service@itsmf.com The IT Service Management Forum, the itsmf, is an independent membership organisation with the aim of providing a forum for all those with a professional interest in IT Service Management. Contact details are as above. ISEB web site: www.bcs.org.uk/iseb 12
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