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Practical assignments

EXIN EXIN EXIN

EXIN Associate Associate Associate Associate in in in IT in IT IT IT Service Management Service Management Service Management Service Management based on ISO/IEC 20000 based on ISO/IEC 20000 based on ISO/IEC 20000 based on ISO/IEC 20000

Edition July 2018

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

2 Copyright © 2018 EXIN

All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing system or circulated in any form by print, photo print, microfilm or any other means without written permission by EXIN.

ITIL® is a registered trademark of the Cabinet Office.

CobiTTM is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI).

CMMI® is a registered trademark of Carnegie Mellon University.

Six Sigma® is a registered trademark and service mark of Motorola, Inc.

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Content Content Content Content

1. Introduction 4

2. How to Get Familiar with a Case Study 7

3. Sample assignments 8

3.1 Assignment 1: Planning the Provision of Services 8 3.2 Assignment 1: Suggested Solution/Facilitation 9 3.3 Assignment 2: Managing the Provision of Services 10 3.4 Assignment 2: Suggested Solution/Facilitation 11 3.5 Assignment 3: Monitoring, Measuring and Reporting on the Provision of

Services 13

3.6 Assignment 3: Suggested Solution/Facilitation 14

4. Practical Assignments Form: ITSM20AS 15

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

4

1. 1.

1. 1. Introduction Introduction Introduction Introduction

Fulfillment of the practical assignments is part of the requirements for the Associate Certificate in ITSM based on ISO/IEC 20000 and the Associate Bridge Certificate in ITSM based on ISO/IEC 20000.

Practical assignments can be set and assessed by an accredited trainer from the accredited training provider.

The trainer responsible for the practical assignments must ensure that each student participates in the assignments such that individual performance can be assessed.

This is particularly important in group assignments.

Certificates will only be awarded to candidates for whom evidence of successful completion of the assignments have been received by EXIN and who also achieved a passing mark in the multiple-choice examination.

Accredited training providers can use their own practical assignments. All assignments must be based on the criteria provided in this document and must be formally approved as part of the training materials on which the accreditation of the training provider is based. The scoring criteria for the practical assignments must be such that they enable a clear judgment of the student’s capability of performing the associate role. This will be scrutinized in the accreditation process.

It is the training course provider’s responsibility that each student is properly assessed.

This must involve careful selection and rotation of groupings, and balancing of student participation, such that over the assignments, each student is given full opportunity to be adequately assessed. It is possible that one or a part of the assignment is individual.

If a participant is not able to demonstrate essential skills needed to successfully meet the requirements of the ITSM20AS qualification, the trainer must report this to EXIN, but must also discuss his/her findings with the participant, perhaps offering the participant some additional or alternative training or suggest how additional experience may be gained.

Before taking part in the examination for the Associate Certificate in ITSM based on ISO/IEC 20000 the participant must:

• Hold the Foundation Certificate in ITSM based on ISO/IEC 20000 or an equivalent.

• Have attended the ITSM Associate based on ISO/IEC 20000 training course with an EXIN accredited training provider (ATP), including having successfully fulfilled the three (3) practical assignments as part of the course.

An assignment assessment form for each participant must be completed, signed and returned to EXIN by the trainer.

After having fulfilled these requirements and having passed the examination, the participant will receive the Associate Certificate in ITSM based on ISO/IEC 20000.

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Practical assignments: Generic requi Practical assignments: Generic requi Practical assignments: Generic requi

Practical assignments: Generic requirements rements rements rements

Practical assignments are aimed at demonstrating practical skills and experience which cannot be tested in an exam. The inclusion of the practical assignments as a mandatory part of the training course for the module will help ensure that enough attention is paid to this practical element which is crucial to the associate level qualification.

The practical assignments are part of the training course, not of the exam. They offer an opportunity for students to practice these skills and receive individual and professional feedback from the trainer.

Practical assignments are aimed at demonstrating skills in the following topics:

1 Planning the provision of services

2 Managing the provision of services

3 Measuring, monitoring and reporting on the provision of services

Assignments 1 and 3 can be used in the Associate Bridge training.

Skills expected from the Associate in ITSM:

Skills expected from the Associate in ITSM:

Skills expected from the Associate in ITSM:

Skills expected from the Associate in ITSM:

• Analyzing and maintaining process integration

The candidate should be able to ensure that the integrity of the management system is maintained throughout its operation and maintenance.

• Matching business with IT objectives

The candidate should be able to demonstrate the ability to connect both IT and business objectives in new and existing IT infrastructures and organizational levels.

• Process improvement

The candidate should be able to apply concepts from several processes; to manage and improve all consistently.

• Analytical capacity

The candidate should be able to analyze multiple problems in a task and provide solutions within the scope of the field of study.

• Creative thinking

The candidate should be able to combine existing and new solutions to create a unique solution in unknown situations.

Implementation Implementation Implementation Implementation

Each assignment needs to be carefully planned. Assignments should either be fulfilled in the working environment or by a realistic simulation of such an environment.

The activities expected in the assignment have to be defined in the assignment form handed out to the students.

Participants can cooperate in syndicate groups if the contribution made by each participant is substantial and clearly distinguishable

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

6 Assessment criteria for the process

Assessment criteria for the process Assessment criteria for the process Assessment criteria for the process The candidate

1. Plans the activities within the assignment 2. Communicates with others where needed 3. Provides solutions

4. Contributes to the quality of the result of the assignment

Assessment criteria for the result Assessment criteria for the result Assessment criteria for the result Assessment criteria for the result

1. All activities of the assignment have been fulfilled 2. All deliverables asked for have been provided

3. Solutions provided are realistic (i.e. fit for the scenario or case study) 4. Solutions provided match with business and IT objectives

Indication of the time spent on assignments Indication of the time spent on assignments Indication of the time spent on assignments Indication of the time spent on assignments

Approximately 9 hours, 3 hours per assignment (including preparation during the training).

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2. 2.

2. 2. How to Get Familiar with a Case St How to Get Familiar with a Case St How to Get Familiar with a Case St How to Get Familiar with a Case Study udy udy udy

The following mini-handout might be useful information to the student in terms of

‘how’ to read a case study.

Read #...

1. Emphasis of the first read is to get very familiarvery familiarvery familiarvery familiar with the content (maybe read it more than once!)

2. Identify problems/challenges; politics; technical issues. What’s wrong within the organization? List potential reasons for each. Additionally, identify what is going well.

3. Strategies the company has followed (e.g., company history; infer organic growth; acquisitions, etc…)

4. Corporate culture 5. Available money

6. Geography (use the Internet to understand locations, distances, difficulties, etc… based on geography—time zones; cultural issues; etc…), available documents, internal IT department, external IT departments, responsibilities

7. List all services, components, importance. Analyze IT systems. Create a simple spreadsheet with the following: name of service, what it runs on, who supports it, list supporting vendors, list users/customers, what the service is used for (business purpose), list of real and/or potential issues with that system.

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

8

3. 3.

3. 3. Sample assignments Sample assignments Sample assignments Sample assignments

3.1 3.1

3.1 3.1 Assignment 1: Planning the Provision of Services Assignment 1: Planning the Provision of Services Assignment 1: Planning the Provision of Services Assignment 1: Planning the Provision of Services

Background

You have been asked by the management representative (ISO/IEC 20000-1:2011, 4.14) to develop background information and an analysis of I3C’s service

development and delivery incorporating social media as well as using cloud technologies to create financial and technological efficiencies.

Your assignment Your assignment Your assignment Your assignment

Using the information from the I3C Case Study, develop a presentation that will address the following:

1. Analyze the business and customer requirements and its changes;

document your findings

- Findings should include impact (global, regional, local), changes to current service delivery

2. What changes to the Service Management System (SMS) are required, if any?

3. Identify risks that could affect the delivered services

- Distinguish the organizational risks from the service-based risks 4. Prioritize the risks and provide insight in the prioritization decisions

Present your findings using available media (e.g., flip chart, whiteboard, laptop/PowerPoint, etc…).

Time allowed Time allowed Time allowed Time allowed

3 hours, including the presentation

Expected r Expected r Expected r Expected resultsesultsesultsesults A presentation detailing:

• Customer and business requirements and their impact

• Changes to the SMS – why there are or are not changes and what they should be

• Risks to current services and organization

• Prioritization of risks and reasoning behind them Assessment criteria for the exercise:

Assessment criteria for the exercise:

Assessment criteria for the exercise:

Assessment criteria for the exercise:

The candidate…

• Plans and communicates the required activities

• Is able to acquire all relevant information

• Asks for clarification and additional information (e.g., changed requirements of the organization, etc…)

• Documents the analysis, the conclusion and the improvement proposal’

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

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3.2 3.2

3.2 3.2 Assignment 1 Assignment 1 Assignment 1 Assignment 1: Suggested Solution/Facilitation : Suggested Solution/Facilitation : Suggested Solution/Facilitation : Suggested Solution/Facilitation

Disclaimer & General Guidelines Disclaimer & General Guidelines Disclaimer & General Guidelines Disclaimer & General Guidelines

There are many potential solutions and facilitation concepts. The key concepts are listed below and they should be the concepts that should be included in the student work. Will the student develop other ideas? Of course. Use your expertise to discuss and evaluate. Ensure every student ‘claim’ is justified!

Key Concepts Key Concepts Key Concepts Key Concepts

1. Analyze the business and customer requirements and its changes;

document your findings

• Findings should include impact (global, regional, local), changes to current service delivery

• The section ‘Present Situation’ contains most of the data for these topics, some of which are:

• Measurement of service quality

• 20K status at all service centers (manager support or lack thereof…)

• Potential Australia customer: social media

• Cloud services

• Integration of internal SM teams to suppliers

• Competency-based review

• Quality Board requirements…

2. What changes to the Service Management System (SMS) are required, if any?

The student should be able to review Chapter 4 of -1 and extrapolate necessary changes/updates that would be necessary inclusions to the Service Management Plan/Policy based on what they picked out in the first requirement. Justification must be evident and it must be practical.

Use your personal experiences to make that judgment.

3. Identify risks that could affect the delivered services

• Distinguish the organizational risks from the service-based risks

• The risk list should be fairly obvious (and generic!). Ensure inclusion of the following (among others):

• The JIT delivery of the German customers

• Corporate need for cost efficiencies and standardization

• Service consistency across all geographies

• The bulleted list under ‘I3CStrategy’ could all become risks

• Manager attitudes toward change

4. Prioritize the risks and provide insight in the prioritization decisions The student should define and defend their prioritization. Assessment is based on ‘practicality’ of their assertions. There will be ongoing discussion/argument of maintaining requirements of current customers vs. attracting new customers. Is there a ‘correct’ answer and it will

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

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3.3 3.3

3.3 3.3 Assignment 2 Assignment 2 Assignment 2 Assignment 2: Managing the : Managing the : Managing the : Managing the Provision of Services Provision of Services Provision of Services Provision of Services

Background Background Background Background

I3C has made the decision to incorporate social media practices to support the current SAP and ERP application services.

Your assignment Your assignment Your assignment Your assignment

Using the information from the I3C Case Study, develop a presentation that will address the following:

1. Create a sequential (and potentially overlapping) list of activities and timeline for design, development, transition and operation of new SAP/ERP services that include elements of social media

- Activities should cover the full scope of ISO/IEC 20000-1 as well as business responsibilities

- Justify your choices

2. Create a list of key roles (think BROADLYBROADLYBROADLYBROADLY) and their interfaces to ensure an efficient delivery of the new service

Present your findings using available media (e.g., flip chart, whiteboard, laptop/PowerPoint, etc…)

Time allowed Time allowed Time allowed Time allowed

3 hours, including the presentation

Expected results Expected results Expected results Expected results A presentation detailing:

• Timeline of activities that would support the design, development, transition and operation of the new service including business responsibilities

• List of key roles and interfaces Assessment criteria for the exercise:

Assessment criteria for the exercise:

Assessment criteria for the exercise:

Assessment criteria for the exercise:

The candidate…

• Plans and communicates the required activities

• Is able to acquire all relevant information

• Asks for clarification and additional information (e.g., changed requirements of the organization, etc…)

• Clearly presents the proposed plan and justifies their choices This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

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3.4 3.4

3.4 3.4 Assignment 2 Assignment 2 Assignment 2 Assignment 2: Suggested Solution/Facilitation : Suggested Solution/Facilitation : Suggested Solution/Facilitation : Suggested Solution/Facilitation

Disclaimer & General Disclaimer & General Disclaimer & General

Disclaimer & General GuidelinesGuidelinesGuidelinesGuidelines

There are many potential solutions and facilitation concepts. The key concepts are listed below and they should be the concepts that should be included in the student work. Will the student develop other ideas? Of course. Use your expertise to discuss and evaluate. Ensure every student ‘claim’ is justified!

Key Concepts Key Concepts Key Concepts Key Concepts

1. Create a sequential (and potentially overlapping) list of activities and timeline for design, development, transition and operation of new SAP/ERP services that include elements of social media

• Activities should cover the full scope of ISO/IEC 20000-1 as well as business responsibilities

• Justify your choices

• Evaluate current situation & define a project

• Gain management buy-in, resources (budget) and support

• Assign responsibilities for ownership and management of the service

• Define the roles, scope & objectives associated with the service

• Design/define service

• Design/define/modify the supporting processes and associated procedures/work instructions

• Include appropriate integration with other business services

• Define the roles and responsibilities for supporting staff and schedule training, as needed

• Set-up an awareness campaign to sell benefits

• Decide, implement support tools, as needed

• Define metrics & Management Information (MI) and establish regular reporting (“pull” AND “push”)

• Confirm audit techniques & schedule as agreed

• Run a controlled pilot (test procedures, process, etc…)

• Review; implement improvements (via Change!)

• Roll out fully functional service

• Timeline: many of the activities can be sequential and/or overlapping. Utilize your experience to accurate assess student work. The time to complete the entire roll- out should not be less than three (3) months and certainly not more than 12.

Ensure where project activities overlap, they do not unnecessarily compete for resource and/or create unnecessary risks.

2. Create a list of key roles (think BROADLYBROADLYBROADLY) and their interfaces between those BROADLY roles to ensure an efficient delivery of the new service

- Changes to top management, management representative, suppliers, etc…

- Key processes: Availability and Capacity Management, Information Security

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

12 delivery and ongoing management of the new service

- Processes that need to incorporate the new service: Configuration Management, Release and Deployment Management (Release Policy), Incident Management,

etc…

- Ensure the appropriate PDCA requirements are mentioned - Ensure that the Social Media service policy/plan addresses

upgrades, transitions, retirements, etc…

- Has a Service Owner been named?

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3.5 3.5

3.5 3.5 Assignment Assignment Assignment Assignment 3: Monitoring, Measuring and 3: Monitoring, Measuring and 3: Monitoring, Measuring and 3: Monitoring, Measuring and Reporting on the Provision Reporting on the Provision Reporting on the Provision Reporting on the Provision of Services

of Services of Services of Services

Background

I3C’s new service (social media) has now been operational for six months. The social media deployment has been an unqualified success with the new Australian customer (won because of this development) and now other locations are

requesting the same service for their client base.

Your assignment

Using the information from the I3C Case Study, develop a presentation that will address the following:

1. Create one (1) report template that would meet the requirements of ISO/IEC 20000-1, in general, as indicated in 6.2 Service Reporting and other related sections

2. Describe how that template and its associated information would be presented to the following groups:

• Business (Customer)

• Senior IT Management

• Internal IT

• Suppliers

Present your findings using available media (e.g., flip chart, whiteboard, laptop/PowerPoint, etc…)

Time allowed

3 hours, including the presentation

Expected results A presentation detailing:

• A working report template that includes the requirements from 6.2 ISO/IEC 20000-1

• Detailed presentation style for each of the listed groups

Assessment criteria for the exercise:

The candidate…

• Creates a report template that is complete and practical (repeatable, updateable, relevant, etc…)

• Is able to acquire all relevant information (asks clarification questions, if necessary)

• Clearly describes the necessary presentation style for the various groups This exercise applies to both the Associate and Associate Bridge course.

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

14

3.6 3.6

3.6 3.6 Assignment Assignment Assignment Assignment 3: Suggested Solution/ 3: Suggested Solution/ 3: Suggested Solution/ 3: Suggested Solution/Facilitation Facilitation Facilitation Facilitation

Disclaimer & General Guidelines

There are many potential solutions and facilitation concepts. The key concepts are listed below and they should be the concepts that should be included in the student work. Will the student develop other ideas? Of course. Use your expertise to discuss and evaluate. Ensure every student ‘claim’ is justified!

Key Concepts Key Concepts Key Concepts Key Concepts

1. Create one (1) report template that would meet the requirements of ISO/IEC 20000-1, in general, as indicated in 6.2 Service Reporting and other related sections. Clearly state the following requirements from 6.2 – ensure that each is met!

• “Identity, purpose, audience, frequency and details of the data source(s), shall be documented and agreed by the service provider and interested parties”

• Ensure that the template is clear, easy to understand, appropriate

• Must also include 4.3 (Document Management) and other related sections

• Reminder: the template should specifically deal with the new social media service as well as the 20K requirements. Specifics to this template (as stated in the Standard), the following should also include:

• Timeframes, generation (who, how, etc…), format (above template!), metrics, options, review (prior to delivery), archive rules, lifespan, delivery, etc…

2. Describe how that template and its associated information would be presented to the following groups:

• Business (Customer)

• Concerned with on-time delivery, within budget

• Senior IT Management

• Concerned with tactical/strategic results which will support business goals

• Internal IT

• Concerned with tactical/operational metrics used to plan for resources as well as meeting service targets

• Suppliers

• Concerned with meeting contract requirements and future changes

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

This exercise applies to both the Associate and Associate Bridge course.

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4. 4.

4. 4. Practical Assignment Practical Assignment Practical Assignment Practical Assignments s s Form: ITSM20AS s Form: ITSM20AS Form: ITSM20AS Form: ITSM20AS

Course participant information Course participant information Course participant information Course participant information

Name :

………..………

Street / Number :

………..………

Zip code / City :

………..………

Country :

………..………

Date of birth :

…..………

Place of birth :

………..………

Candidate number :

………..………

Course provider information Course provider information Course provider information Course provider information Company Name :

………..………

Name(s) Trainer(s)/ :

………..………

Coach :

………..………

Dates of Training :

………..………

Training :  Associate  Associate Bridge

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Pratical Assignments IT Service Management Associate based on ISO/IEC 20000 [ITSM20AS.EN]

16 Assignment information

Assignment information Assignment information Assignment information1111 Name assignment 1:

Name assignment 2:

Name assignment 3:

Assignment 1Assignment 1Assignment 1Assignment 1 Assignment 2Assignment 2Assignment 2Assignment 2 Assignment 3Assignment 3Assignment 3Assignment 3 Short summary of how

Short summary of how Short summary of how Short summary of how the course participant has the course participant has the course participant has the course participant has fulfilled the assessment fulfilled the assessment fulfilled the assessment fulfilled the assessment criteria relating to the criteria relating to the criteria relating to the criteria relating to the process

process process process:*:*:*:*

Short summary of how Short summary of how Short summary of how Short summary of how the course participant has the course participant has the course participant has the course participant has fulfilled the assessment fulfilled the assessment fulfilled the assessment fulfilled the assessment criteria relating to the criteria relating to the criteria relating to the criteria relating to the result

result result result:*:*:*:*

Fill in the names of the assignments as defined in the accredited training material. For each assignment, provide a summary of the contribution of the course participant to the assignment, as evidence that the assessment criteria for both the process and for the result have been fulfilled.

Note:

Note:

Note:

Note: All six boxes should be filled in order to indicate successful completion of the assignments according to both sets of criteria.

The undersigned trainer declares that the course participant successfully carried out the practical assignments and fulfilled the assessment criteria.

Date:

Date:

Date:

Date: Signature trainer:Signature trainer:Signature trainer:Signature trainer: Signature course participant:Signature course participant:Signature course participant:Signature course participant:

* Guidelines regarding the assessment criteria for both the process and the result are provided in Chapter 1.

1 Assignments 1 and 3 for Associate Bridge

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