EXIN’s ITSM Qualification Program(within the scope of ISO/IEC 20000)

EXIN

Version 3.1

February 2013

1. Program overview

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Key Philosophy

rather than try to do everything that we“could do”, why not focus on everything that we

“must do” initially?

the training result would be clearer, simpler, quicker and arguably more effective

IT Service Management

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• Consider the role of the individual– Feed them what they need, when they need it

• Recognise existing investment– Side-entry routes allow fast tracking

• Recognise this is a commercial world

• Gain industry recognition– Recognised by itSMF International’s priSM® for

application points and CPD credits

– Recognised as part of the complementary qualifications for ITIL®

Program philosophy

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ITIL

®

6There is life outside ITIL®

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Service Management System (SMS)

Design & Transition of New or Changed Services

Service Delivery Processes

Control Processes

Resolution Processes

Relationship Processes

Customers(andother

interestedParties)

Customers(andother

interestedParties)

ServiceReqs

Services

Information Security

Management

Service Level Management

Service Reporting

Capacity Management

Service Continuity & Availability Management

Budgeting & Accounting for

Services

Configuration Management

Change Management

Release & Deployment Management

Incident & Service Request

ManagementProblem

ManagementSupplier

Management

Business Relationship Management

Management Responsibility

Establish the SMS

Governance of processes

operated by other parties

Documentation Management

Resource Management

Source : ISO/IEC 20000-1:2011 – Part 1 Service Management System Requirements

Framework neutral ITSM

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Key - most important aspects of ITIL® for initial focus

“could do”

®

“must do”

ISO/IEC 20000 & ITIL®

Program structure

“must do” ITSM

Key elements Foundation and Foundation Bridge

• 2-days training (15 hours)• Aimed at basic understanding of IT service

management based on the scope of the latest version of ISO/IEC 20000 and awareness of the ITSM Program

• Main principles, concepts and relationships related to ITSM and ISO/IEC 20000

• Terminology of the quality approach to ITSM

• 1-day Foundation Bridge for people with ITIL® Foundation (or equivalent)

Foundation

Key elements Associate (5-days training)

• Strongly focused on the plan, do, check and act activities of Deming’s cycle (PDCA) across the SMS

• Focus areas :Service delivery processes,

Resolution Processes,

Relationship Processes and

Control Processes.

Associate

Key elements Associate Bridge (3-days training)

• The Associate Bridge is aimed at professionals who have obtained at least two (2) ITIL® Practitioner or Intermediate Certificates

• It provides those professionals with a short cut to achieve the Associate Certificate

Associate Bridge

Key elements Auditor (3-days training)

• Provides practical knowledge and practice of the audit cycle as applied to IT service management

• Provides training related to external audits• Provides training in preparing Management reviews

• Successful candidates will receive an internationally recognized confirmation of their ability to apply auditing knowledge and competencies in an IT service management environment based on ISO/IEC 20000

“New” Auditor

Prerequisites Auditor certificate

• The ITSM Foundation based on ISO/IEC 20000 or an equivalent

• ITSM Associate based on ISO/IEC 20000 or an equivalent

• The IT Service Management Auditor training course with an EXIN accredited training provider (ATP), including having successfully fulfilled the three (3) practical assignments as part of the course

“New” Auditor…

Key elements Consultant/Manager

• Target audience includes…Top executive, management position, management representative

for IT services

Supplier, sub-supplier to an IT organization

• Focused on how to implement and maintain management systems in compliance with best practices and the international ITSM standard

• 5 days training

Consultant/Manager

• Highest level in ITSM• 2 facilitated advisory sessions on development

opportunity for candidate• Project spanning 3 to 4 months with remote consultant

support• Presentation to the exam board

Executive Consultant/Manager

Key elements Executive Consultant/Manager

2. Program benefits

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• Based on the latest edition of ISO/IEC 20000• A concise program for ITSM:

- Practical usage- Encourages a quality attitude (service improvement is

not a project)- Role-based modules- Framework neutral

• It is people that provide IT Services, not books and standards

Program Highlights

• The EXIN program supplements the essence of ITIL® with the quality- and consistent- thinking of the ISO approach

• Past knowledge is valued:- Foundation Bridge for ITIL® Foundation candidates- Associate Bridge to level for ITIL® Practitioners and Service

Managers

Program highlights

EXIN ITSM: Role-based

What’s in it for the Candidate?

1. Not just process but attitude and behavior focus in IT Service Management

2. Encourages them to focus on delivering the solutions that their customer is asking for in a simple and direct way

3. Save time & money on training compared to other programs in the market

EXIN ITSM – Candidate

What’s in it for the company?

1. Become better customer-oriented and service-oriented

2. One common language, focus on the essence, and achieving good and lean IT Service Management

3. Saves time & money to get your employees certificated

4. Save time & money on implementation and maintenance compared to other programs in the market

5. Faster results against lower costs and increased customer satisfaction

EXIN ITSM – Company

What’s in it for the EXIN partner?

1. Distinguish yourself from the more theoretical programs in the market

2. Add a program to your portfolio which is based on a globally accepted standard with a growing number of implementations

3. Offering your customers a very good method to reduce costs and increase customer satisfaction

EXIN ITSM – Partner

3. Comparison to ITIL®

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objective : from a qualified education perspective, take an ITSM professional from initial involvement in service management to being able to competently “analyze, evaluate and

create/perform1” service management activities/products, or in other words, to be a “service manager”

1 bloom levels as interpreted by EXIN

5 days•Course €2000•Exam €363•Operational downtime

5 days•Course €2000•Exam €303•Operational downtime

2 days•Course €480•Exam €170•Operational downtime

ITSM Foundation ITSM Associate

ITSM Consultant/Man

ager

“must do”

5 days

•Course €2000•Exam €242•Operational downtime

3 days * 5 modules

•Courses €6000•Exams €1210•Operational downtime

3 days•Course €720•Exam €170•Operational downtime

ITIL® Foundation

ITIL® Lifecycle

ITIL® MALC

“Must do” trainingCritical elements and integrated focus

“Could do” trainingWide and deep focus

“could do”

23 days €10,342 +

operational downtime

12 days€5,316 +

operational downtime

ITIL® QS & ITSM QP

4. Further information

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Additional information

• Basic Training Material on extranet • No accreditation fee for the Foundation (and Bridge)• The Foundation level is in line with the book “

Implementing Service Quality based on ISO/IEC 20000”: A Management Guide written by Michael Kunas.

• Go to www.exin.com for:• Preparation guide • Sample exam• To book an exam• Frequently asked Questions• Fast Track calculator

4. Further information

EXIN’s ITSM Qualification Program(within the scope of ISO/IEC 20000)

EXIN

Version 3.1

February 2013