The Professionals

The professional modules set candidates up with the knowledge, understanding and skills needed to truly perform in their roles within any of the five main areas of ITSM, such as managing and improving process areas based on the ISO/IEC 20000 standard.

At the end of the course, candidates leave with sufficient knowledge of ITSM and the ISO/IEC 20000 standard to successfully meet their daily targets and help them contribute more fully towards IT service provision.

The modules are role-based, structured around the PDCA-cycle quality approach of ISO/IEC 20000:

•IT Service Manager
•Customer Relationship
Officer
•IT Account Manager

EXIN ITSM Q-model

•Availability Manager
•Capacity Manager
•Security Officer

•Service Desk Manager
•Problem Manager
•Service Desk Staff

•Change Manager
•Configuration Manager
•Release Officer

Practical assignments

With this module,  there are plenty of hands-on exercises in attitude, behavior and skills. You will get to take on practical assignments, and even bring in your personal work-related projects.

Prerequisites

Course

Exam

ITSM Foundation

Mandatory, 18 hrs

• 40 MC questions, 90 minutes,
65% pass mark
• Practical Assignments

 

• Management and Improvement of ITSM processes

> detailed exam requirements
> sample exam

• Support of IT Services

> detailed exam requirements
> sample exam

• Control of IT Services

> detailed exam requirements
> sample exam

• Delivery of IT Services

> detailed exam requirements
> sample exam

• Alignment of IT and the Business

> detailed exam requirements
> sample exam

•Change Manager
•Configuration Manager
•Release Officer

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