The examination Professional Certificate Management and Improvement of IT Service Management processes according to ISO/IEC 20000 is designed to provide practical knowledge of how documents and records should be applied and analyzed. For example, how an IT Service Management policy can be applied within the IT Service Management function and how IT Service Management process performance information can be analyzed to bring further benefit.
The target group for this qualification includes those personnel who are involved in a practical way in process improvement activities, people development, management of IT Service Management functions, Management System improvements generally and/or IT Service Management performance/balanced scorecard analysis.
The Professional Certificate Management and Improvement of IT Service Management processes according to ISO/IEC 20000 is part of the ISO/IEC 20000 Qualification Program, which covers a series of exams that are aligned with the various roles in IT Service Management.
Before taking the Professional Certificate Management and Improvement of IT Service Management processes according to ISO/IEC 20000 examination candidates must have undertaken training with an EXIN Accredited Training Provider and successfully completed the practical assignments. Candidates must hold the Foundation Certificate in IT Service Management according to ISO/IEC 20000 or an equivalent.
1. Align IT Service Management to changes in the business 20% 2. Maintain the management system 25% 3. Apply the continual service improvement lifecycle 30% 4. Analyze compliance and efficiency 25%
The candidate should successfully have completed the practical assignments
90 minutes
Computer-based or paper-based multiple-choice
Number of questions : 40 Pass mark : 65 % (26 out of 40) Open book : no Electronic equipment permitted : no
When preparing for the examination, you may wish to make use of these sample questions.You may also wish to obtain a sample examination from our on-line bookshop.