Content

The definitions and principles of service quality management

• Quality and service
• Process approach
• IT Service Management
• Evaluation and continuous improvement

The position of ITSM in ISO20000

• The landscape of standards and frameworks
• The concepts of certification practices
• The concept of ISO/IEC 20000

The quality specifications for ITSM

• The quality specifications for Management, Improvement and control of ITSM Processes
• Quality specification for the delivery and support of IT services
• The quality specification for alignment of business and IT

The code of practice for ITSM

• Best practices for Management and Improvement of ITSM Processes
• The best practices for Control of IT Services
• The best practices for Alignment of IT and the Business
• The best practices for Delivery of IT Services
• The best practices for Support of IT Services

Candidate Assessment

• Assignments
• Mock Exams
• Certification Examination

Pre-course Reading and Preparation

Your chances for success in the exam for this course can be considerably enhanced if you are better prepared before attending. This course is not like the ITIL Courses in that it is very specific on the exact words of the standard.

The Standard (Parts 1 and 2) consists of more than 50 pages, which the student is expected to be conversant with by the time of the exam on day 3. It is not possible, in the time allocated for this course, for the lecturer to cover all of the words in the standard.

As a preparation for attending this course, we strongly recommend that you:

• Read the Pocket Guide - Spend at least 2 days prior to your course reading and digesting the information in this book. Note: if you have registered for the course in advance, and have provided a postal address, we will post a copy of the Pocket Guide to you, free-of-charge. However, this may not be possible for late registrations.
• Read Part 1 and Part 2 of ISO/IEC 20000 - Spend at least 3 days prior to your course reading and digesting the standard. Note: you will need to source your own copy of the standard. We may provide a reference copy during the course for the class, which must be returned to the lecturer upon course completion. Due to our licensing conditions, it is not possible to provide this to you in advance.

You can obtain a copy of both parts of the standard on paper or downloadable format from BSI. Links are:

• Part 1: http://www.bsi-global.com/en/Shop/Publication-Detail/?pid=000000000030126227
• Part 2: http://www.bsi-global.com/en/Shop/Publication-Detail/?pid=000000000030126230

If you cannot get access to a copy of the Standard, then reading the Pocket Guide will provide a good basis of information, however, the Pocket Guide is not a substitute for the Standard.