Preparation Guide
EXIN IT Service Management Associate
based on ISO/IEC 20000
Edition January 2014
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Content
1. Overview 4
2. Exam Requirements 7 3. List of basic concepts 10
4. Literature 14
1. Overview
IT Service Management Associate based on ISO/IEC 20000 (ITSM20AS.EN) Summary
IT service management describes the design, delivery, support and improvement of IT related services to support business outcomes. The international standard for IT Service Management, ISO/IEC 20000:2011, makes it clear what is essential: one must define and agree to service requirements, plan resources to meet business outcomes, support service delivery and provide value for the customer and the service provider. The standard is a valuable source of support for those organizations who want to certify their management system against this standard but also for those organizations who just want to i mplement a lean, common sense, service management system.
The IT Service Management Associate certificate specifically describes the practical activities and competencies of the Associate-level member of an IT organization. This skill set builds on the foundation knowledge, taking the high-level information gained in the Foundation course and providing additional depth and practical context. The Associate has a much more ‘global’ view of the standard as well as the daily activities required to maintain or achieve ISO/IEC 20000 implementation. The Consultant Manager possesses the competencies to provide the necessary guidance and direction for the Associate activities as well as lead and manage the Service Management program.
Therefore, the Associate is strongly focused on the install, plan, do and check activities of Deming’s PDCA cycle and supporting the elements of audit and improvement (act). Of course, all activities would be under the guidance and supervision of the Consultant Manager to ensure the outcomes of the work will conform to the organization’s mission and vision as well as to the requirements of the standard.
Successful completion of the IT Service Management Associate based on ISO/IEC 20000 course enables two paths of study:
1. Consultant Manager – develop a greater depth of knowledge of IT service management based on the 2011 version of ISO/IEC 20000 and develop the necessary managerial skills to lead an organization’s ISO/IEC 20000 journey (either initial implementation or on-going maintenance)
2. Auditor – build on the Associate knowledge and learn specific audit techniques, specifically how to find evidence of conformance, assess and review the evidence and prepare written audit reports The topics of the Associate course are:
Support the planning activities around the formal implementation of a service management system (SMS) and the service management processes
Support the design and transition activities of services
Manage on-going activities surrounding the SMS, service management processes and service delivery
Design and implement policies and activities that guide the organizational activities supporting service delivery
Monitor, measure and report on the SMS, service management processes and service performance
Define and support improvement activities
Context
Qualification program
The certificate IT Service Management Associate based on ISO/IEC 20000 is part of the EXIN ITSM qualification program and a prerequisite of the consultant/manager and auditor exams in the qualification program.
Target group
ITSM Associate is intended for those personnel who are involved in a practical way in the:
Planning, implementing and managing a service management system (SMS)
Planning, implementing and managing service management processes
Monitoring and reporting on the performance and effectiveness of Service Management Specific roles could include:
Managers
Supervisory staff
Team leaders
Service designers
IT architects and/or planners
IT consultants
IT audit managers / auditors
IT security managers / officers
Project managers
Suppliers, Lead suppliers and sub-contracted suppliers
Prerequisites
The Foundation Certificate in IT Service Management based on ISO/IEC 20000 Requirements for the certificate:
The training Associate in IT Service Management based on ISO/IEC 20000, including successful completion of the Practical Assignments, by an EXIN accredited training provider
Successful completion of the exam Associate in IT Service Management based on ISO/IEC 20000 Side entries to the different levels can be found in the side entry calculator on the EXIN website.
Examination type
Computer-based or paper-based multiple-choice questions Indication study load
120 hours
In-course assessment
The candidate must have successfully completed three (3) practical assignments 1. Assignment in planning the provision of services
2. Assignment in managing the provision of services
3. Assignment in measuring, monitoring and reporting on the provision of services The case study I3C is for training purposes, it is not part of the exam.
Time allotted for examination 120 minutes
Examination details
Number of questions: 60
Pass mark: 65% (39 of 60)
Open book/notes: no
Electronic equipment permitted: no Sample questions
A set of sample questions is available through your Accredited Training Provider.
Training
Group size
The maximum number of course participants is 16.
(This does not count for online- or computer based training.) Contact hours
The minimum number of contact hours for the course is 36 (9 hours dedicated to assignments). This number includes group assignments, exam preparation and short coffee breaks. Not included are: homework, the logistics related to the exam session, the exam session and lunch breaks.
Training provider
A list of accredited training providers may be found on EXIN’s website http://www.exin.com.
2. Exam Requirements
The exam requirements are specified in the exam specifications. The following table lists the topics of the module (exam requirements). The weight of the different topics in the exam is expressed as a percentage of the total.
Exam requirement Exam specification Weight
(%)
1. Planning the provision of services 35
1.1 Plan the service management system (SMS) 10 1.2 Plan the design and transition of new or changed services 5
1.3 Plan the service management processes 10
1.4 Plan the roles and responsibilities 10
2. Managing the provision of services 30
2.1 Define and implement policies and objectives 10
2.2 Manage the service management processes 10
2.3 Maintain the SMS 10
3. Measuring, monitoring and reporting on the provision of services 30 3.1 Measure, monitor and report on service performance 10 3.2 Measure, monitor and report on service management
processes 10
3.3 Measure, monitor and report on the SMS 10
4. Improving the provision of services 5
4.1 Define improvements 5
Total 100
Exam specifications
1. Planning the provision of services (35%)
1.1 Plan the service management system (SMS) (10%) The candidate, utilizing the PDCA cycle, can:
1.1.1 Plan and document, at a high-level, a SMS
1.1.2 Plan and document the documentation management system
1.1.3 Plan and document the alignment of the SMS to support the business processes 1.1.4 Plan and document process governance across the SMS
1.2 Plan the design and transition of new or changed services (5%) The candidate can:
1.2.1 Plan and document, at a high-level, appropriate service improvement activities (requirements gathering, design and transition)
1.3 Plan the service management processes (10%) The candidate can:
1.3.1 Plan and document activities of the Service delivery processes 1.3.2 Plan and document activities of the Relationship processes 1.3.3 Plan and document activities of the Resolution processes 1.3.4 Plan and document activities of the Control processes 1.4 Plan roles and responsibilities (10%)
The candidate can:
1.4.1 Define roles within the SMS including design and transition activities and associated processes 1.4.2 Define skills and competencies for all SMS roles
2. Managing the provision of services (30%)
2.1 Define and implement policies and objectives (10%) The candidate can:
2.1.1 Create, document and maintain agreed policies, including risks, and objectives across the SMS 2.1.2 Create the communication plan for the policies and objectives
2.2 Manage the service management processes (10%) The candidate can:
2.2.1 Implement and maintain Service Delivery processes 2.2.2 Implement and maintain Relationship processes 2.2.3 Implement and maintain Resolution processes 2.2.4 Implement and maintain Control processes 2.3 Maintain the SMS (10%)
The candidate can:
2.3.1 Maintain currency of role definitions and competencies 2.3.2 Maintain the documentation management system
2.3.3 Maintain the alignment of the SMS to support the business processes 2.3.4 Maintain process governance across the SMS
3. Measuring, monitoring and reporting on the provision of services (30%) 3.1 Measure, monitor and report on service performance (10%)
The candidate can:
3.1.1 Capture, assess and analyze agreed performance targets 3.1.2 Produce agreed service reports
3.1.3 Monitor and report on risks across the SMS 3.2 Measure, monitor and report on the SMS (10%)
The candidate can:
3.2.1 Contribute to the internal audit program
3.2.2 Contribute to the management review of the SMS including data gathering 3.2.3 Contribute to the review of the governance controls across the SMS 3.3 Measure, monitor and report on service management processes (10%)
The candidate can:
3.3.1 Measure, monitor and report on Service Delivery processes 3.3.2 Measure, monitor and report on Relationship processes 3.3.3 Measure, monitor and report on Resolution processes 3.3.4 Measure, monitor and report on Control processes 4. Improving the provision of services (5%)
4.1 Define improvements (5%) The candidate can:
4.1.1 Contribute to the identification of non-conformities
4.1.2 Contribute to continual improvement activities across the SMS
3. List of basic concepts
This chapter contains the terms with which candidates should be familiar. Terms are listed in alphabetical order.
Please note that knowledge of these terms alone does not suffice for the exam; the candidate must understand the concepts and be able to provide examples.
Accessibility Accountability Accounting Activities Alignment
Annual service report Annual Trend Architecture Assessment
Assessment of improvement Assets
Audit
Audit procedures Audit readiness Audit report Auditing Authority Availability
Balanced scorecard Budgeting
Budgeting & accounting for services Budgeting & accounting policy Business
Business benefit
Business impact analysis (BIA) Business need
Business relationship management Business relationship manager Business requirements Call center
Capacity management
Capital expenditure Certification audit Certification scheme Change
Change advisory board (CAB) Change management Change request Change schedule Classification Coaching Communication Communication method Communication plan Competence Complaint Compliance Compliance report Confidentiality
Configuration baseline Configuration item (CI) Configuration management
Configuration management database (CMDB) Conformity
Continual improvement
Continual professional development (CPD) Continual service improvement
Continual service improvement plan Continual service improvement process Contract manager
Contract termination (early)
Contract termination (expected end of contract)
Contractual dispute Controlled acceptance test Corrective action
Cost
Critical success factors (CSFs) Customer
Customer dissatisfaction Customer satisfaction Defined objectives
Definitive Media Library (DML) Degree of control
Demand management Deming cycle (PDCA) Dependency
Deployment management Design
Detection Diagnostic scripts Document
Document management system Documentation management Economical
Effectiveness Efficiency
Emergency change Empowerment Escalation thresholds Event
Event management Evidence
Exception report
Expanded incident lifecycle Finance analyst
Finance manager Finance models First-line support Forecast Framework Function
Governance Help desk Holistic view Identification Identity Impact
Impact analysis Impact assessment Implementation Incentives Incident
Incident & service request management Incident manager
Information assets
Information security incident Information security management Integrated approach
Integrity Interested party Interfaces
Internal department Internal group Ishikawa diagram Kepner & Tregoe analysis Key performance indicators (KPIs) Key stakeholders
Knowledge base Known error
Known error database (KEDB) Lead supplier
Major incident
Major incident manager Major incident review Major problem Major problem review Management responsibility Maturity
Mean time between failures (MTBF)
Mean time between service incidents (MTBSI)
Mean time to repair (MTTR)
Mean time to restore service (MTRS) Measure
Metrics Mitigation Monitor Negotiation Noncompliance Nonconformity Objective assessment Operational expenditure Organization
Organization chart Organization structure Outsourcing
Owner Ownership Package release Pareto analysis Performance review
Plan, do, check, act (PDCA cycle) Policy
Post-implementation review (PIR) Preventive action
Priority
Pro-active problem management Probability
Problem
Problem management Problem manager Procedure Process Process design Process effectiveness Process efficiency Process improvement Process integration Process manager Process maturity
Process owner Quality
RACI (Responsible, Accountable, Consulted, Informed)
Reactive problem management Record
Recover Relationships Release
Release and deployment management Release management
Release scheduling Release unit Repair Report(s) Reporting tools
Request for change (RFC) Request fulfillment Resource management Restore
Review Review plan Risk
Risk management Role allocation Role definition Role integration Root cause analysis Schedule of Change (SC) Scope
Second line support Security management Security risk assessment Service requirement Service
Service availability Service capabilities Service catalogue Service component
Service continuity
Service continuity & availability management Service criticality
Service delivery Service desk Service hours Service improvement
Service improvement plan (SIP) Service level
Service level agreement (SLA) Service level management Service level manager Service level requirements Service level thresholds Service management Service management plan
Service management system (SMS) Service provider
Service quality Service reporting Service reporting analyst Service reporting manager Service reporting tools Service request Single point of contact Source of information Stakeholder analysis
Stakeholder matrix Standard change Status
Sub-contracted supplier Sub-contractor
Subjective assessment Success criteria Supplier
Supplier management Supplier manager Support hours Surveillance audit
SWOT analysis (Strengths, Weaknesses, Opportunities, and Threats)
Target
Technical support groups Third line support Tools
Top management Transition Trends Urgency User
Version control Workaround
Workload management
4. Literature
A ISO/IEC
ISO/IEC 20000-1:2011(E) Part 1: Service management system requirements Switzerland, ISO, 2011
ISO/IEC 20000-1:2011(E) B ISO/IEC
ISO/IEC 20000-2:2012(E) Part 2: Guidance on the application of service management systems
Switzerland, ISO, 2012 ISO/IEC 20000-2:2012(E) C Michael Kunas
Implementing Service Quality based on ISO/IEC 20000, 3rd Edition United Kingdom, IT Governance Publishing, 2012
ISBN-10: 1849284423 ISBN-13: 978-1849284424 D James Persse
The IT Service Management Process Manual The Netherlands, Van Haren Publishing, 2012 eBook ISBN 978-90-8753-018-1
Additional Literature 1 David Clifford
Implementing ISO/IEC 20000 Certification: The Roadmap The Netherlands, Van Haren Publishing, 2008
ISBN 978-90-8753-082-2
2 Dr Jenny Dugmore and Shirley Lacy
Introduction to the ISO/IEC 20000 Series: IT Service Management United Kingdom, BSi, 2011
ISBN-10: 0580728463 ISBN-13: 978-0580728464 3 Mart Rovers
ISO/IEC 20000:2011: A Pocket Guide 2nd Edition The Netherlands, Van Haren Publishing, 2013 ISBN 978 90 8753 726 5
e-pdf ISBN 978 90 8753 787 6 / e-pub ISBN 978 90 8753 9733
4 ISO/IEC ISO/IEC 20000-3:2009(TR) Part 3: Guidance on scope definition and applicability of ISO/IEC 20000- 1
Switzerland, ISO, 2009 ISO/IEC 20000-3:2009(TR)
5 ISO/IEC ISO/IEC 20000-5:2010(TR) Part 5: Exemplar implementation plan for ISO/IEC 20000-1
Switzerland, ISO, 2010 ISO/IEC 20000-5:2010(TR)
Comments
Additional literature is for reference and depth of knowledge only.
#1 is based on ISO/IEC 20000:2005 but provides an excellent overview of how to implement the service management system.
Overview of the literature Exam specification Literature
1.1 A Section 4
B Section 4
C Chapters 5, 6, 7, 8
D Chapter 2
1.2 A Section 5
B Section 5
C Chapter 9
D Chapters 9, 11
1.3 A Sections 6, 7, 8, 9
B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, 13 D Chapters 3 - 14
1.4 A Sections 4.1, 4.4
B Sections 4.1, 4.4 C Chapters 5, 8, 14
D Sections 3.7, 4.8, 5.7, 6.7, 7.7, 8.7, 9.7, 10.7, 11.7, 12.7, 13.7, 14.6, 15.7
2.1 A Section 4.5.3
B Section 4.5.3
C Chapter 8
D Chapters 2 - 14
2.2 A Sections 6, 7, 8, 9
B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, 13 D Chapters 3 - 14
2.3 A Section 4
B Section 4
C Chapter 8
3.1 A Section 6.1, 6.2
B Section 6.1, 6.2
C Chapter 7
D Chapter 4
3.2 A Section 4.5.4
B Section 4.5.4
C Chapter 8
D Sections 3.5, 4.7, 5.5, 6.5, 7.5, 8.5, 9.6, 10.5, 11.5, 12.5, 13.5, 14.4
3.3 A Sections 6, 7, 8, 9
B Sections 6, 7, 8, 9 and Annex A C Chapters 10, 11, 12, 13
D Chapter 15
4.1 A Section 4.5.5
B Section 4.5.5 C Chapters 5, 8, 14 D Chapters 15, 16
Notes:
Unless otherwise indicated, instructional coverage of the entire section referenced is assumed.
Exam specifications are not confined to a specific section within the standard (e.g. cross-references); other areas in the standard may provide further explanation.
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