Consultant/Manager in ITSM according to ISO/IEC 20000
Summary
EXIN ITSM Consultant/Manager according to ISO/IEC 20000 offers practical knowledge for bringing the complete IT Service Management up to a high level and keeping it there. This module comprises the following:
- developing and establishing the ITSM policy
- range of products and services
- use of methods for changing culture
- motivating employees
- assessing the ITSM
- improving the service
Target group
Professionals involved in IT Service Management such as process owners, service managers, IT team leaders and consultants.
Context
The Consultant/Manager certificate in IT Service Management according to ISO/IEC 20000 is part of the ISO/IEC 20000 Qualification Program – a series of interlinked exams which are based on the various roles in IT Service Management. More information on the ITSM program is available on the EXIN ITSM website.
Prior knowledge
- Certificate Foundation in ITSM according to ISO/IEC 20000
- Certificate in Professional Management and Improvement of ITSM processes according to ISO/IEC 20000
- Two additional professional certificates in ITSM according to ISO/IEC 20000
Exam Requirements
None.
Exam Details
- Number of multiple-choice/open questions: 20
- Pass mark: 50% (25 out of 50)
- Number of essay questions: 3
- Pass mark: 50% (25 out of 50)
- Total pass mark: 65% (65 out of 100)
- Open book: no
- Electronic devices permitted: no
