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EXIN ITSM Foundation

EXIN ITSM Foundation

摘要

IT服务管理基础认证描述了IT服务管理的关键信息和概念以及IT服务管理和其它信息管理的关系。该课程帮助学员掌握参与服务管理工作的基本知识和技能。课程强调服务管理体系(SMS)和服务管理流程,尤其是基于ISO/IEC 20000:2011标准的IT服务管理的核心概念和基本术语。

 

基础级的参考书:Implementing Service Quality based on ISO/IEC 20000: A Management Guide 作者Michael Kunas.

 

IT服务管理基础是获得EXIN认证安全云计算整合者认证的前提条件。

 

目标受众

ITSM Foundation is intended for everyone playing a role or having an interest in IT service management.

 

相关内容

Successful completion of the IT Service Management Foundation is the necessary prerequisite for continuing studies. The IT Service Management Associate, the next step, is strongly focused on the plan, do, check and act activities of Deming’s cycle across the SMS. Once the Associate is achieved, there are two options: the IT Service Management Consultant Manager or the IT Service Management Auditor.

 

以前知识

None.

 

考试要求

The topics of the Foundation course include:

  • Core concepts of Service Management and quality frameworks
  • The Service Management System (SMS) and the value and application of the PDCA cycle
  • High-level concepts around service design and transition
  • Objectives, activities and quality requirements of the service management process

 

考试详情

  • Number of questions: 40
  • Pass mark: 65% (26 out of 40)
  • Open book exam: no
  • Use of electronic devices permitted during the exam: no

 

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