Professional Support of IT Services according to ISO/IEC 20000
The examination Professional Certificate Support of IT Services according to ISO/IEC 20000 is designed to provide practical knowledge of how documents and records should be applied and analyzed within the fields of the Resolution Processes (Incident and Problem Management). For example, how to use methods and techniques to identify the root causes of incidents.
The Professional Support of IT Services according to ISO/IEC 20000 certificate is available till December 31, 2013.
The subjects of this module are covered in the EXIN IT Service Management Associate certificate.
Target groupThe target group for this qualification includes those personnel whoare involved in a practical way in restoring agreed service levels tothe customer as soon as possible, responding to service requests(password resets, equipment moves), minimizing disruption to thecustomer by identification and analysis of the cause of incidents, managing Incidents and Problems to closure, incident registration,classification, escalation, resolution and closure, maintainingKnowledge Repositories, Proactive Problem Management includingIncident Trend analysis, reporting on Incidents and Problems andkeeping End Users informed and recommend improvements toeliminate causes of Incidents.
The Professional Certificate Support of IT Services according to ISO/IEC 20000 is part of the ISO/IEC 20000 Qualification Scheme, which covers a series of exams that are aligned with the various roles in IT Service Management.
PrerequisitesBefore taking the Professional Certificate Support of IT Services according to ISO/IEC 20000 examination candidates must have undertaken training with an EXIN Accredited Training Provider and successfully completed the practical assignments. Candidates must hold the Foundation Certificate in IT Service Management according to ISO/IEC 20000 or an equivalent.
- Plan the processes for the Support of IT Services: 20%
- Implement and manage the Support of IT Services: 40%
- Measure, monitor and report on the Support of IT Services: 20%
- Improve the Support of IT Services processes: 20%
Number of questions: 90 minutes
Pass mark: 65 % (26 out of 40)
Open book: no
Electronic equipment allowed: no