Course Description
The Associate Bridge course focuses on the Service Management System (SMS) – internationally accepted requirements for managing Service Management initiatives. These requirements, briefly covered in ITIL, are clearly documented and supported in the standard. Additionally, this course will focus on the similarities and differences between ISO/IEC 20000 and ITIL processes as well as the benefits of deploying the PDCA model.
The Associate Bridge course allows one to fast-track into the study of ISO/IEC 20000. Recognizing the student who has already gained a Foundation Certificate in ISO/IEC 20000 and who has earned at least two (2) ITIL® Practitioner (v2) or Intermediate (2007/2011) certificates, the requirements of the Associate certificate in ISO/IEC 20000 have been reduced.
In order to qualify for the exam, you will need to purchase and have successfully completed two (2) Practical Assignments:
- Assignment in planning the provision of services
- Assignment in measuring, monitoring and reporting on the provision of services
The course teaches to the current standards: ISO/IEC 20000-1 and SO/IEC 20000-2:2012.
In This Course You Will Learn:
- Support the planning activities around the forma 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 support service delivery
- Monitor, measure and report on the SMS, Service Management process and service performance
- Define and support improvement activities
Prerequisites
If you are planning on seeking certification, the Associate Bridge requires:
- IT Service Management Foundation certificate based on ISO/IEC 20000 (attained either via the Bridge course or the full course)
- Minimum of two (2) ITIL® Practitioner (v2) or Intermediate (2007/2011) certificates.
Proof is required to take the exam (upload certificates to the examination institute when registering for the exam).
Outline
Module 00: SO/IEC 20000: IT Service Management Associate Bridge - Course Introduction
Module 01: The Service Management System General Requirement Part 1
- Plan, Do, Check, Act (PCDA) in Service Management
- Maturity
- Management Requirements
- Service Management Plan
Module 02: The Service Management System General Requirement Part 2
- Management Requirements
- Governance
- Documentation
- Resource Management
- Key Roles
Module 03: Establish and Improve is a Must!
- Deming Principles
- Scoping
- Certification Steps
Module 04: The Service Management Plan
- Project Based Approach
- RACI Model
- Roles and Responsibilities
- The Need to write Good Policies and Objectives
- The Little Role of Tools
- Exercise: SMS Policies & RACI
Module 05: Deming’s Do
- Do what you planned
- Operate the Service Management System
Module 06: Check
- Check, check, check!
- Internal Audits
- Management Reviews
Module 07: Metrics and Reporting =
- Why Measure?
- Proper Reporting
- Determining CSFs and KPIs
- Exercise: SMS CSFs/KPIs: Alphabet Soup?
Module 08: Continual Improvement: Act on It
- Maintain and Improve
- Improvement Model
- Improvement Related to Quality
Module 09: All about Processes
- Why have processes?
- The Benefits of Processes
- Risk in Managing Processes
- Process Integration, a Must!
Module 10: Service Level Management (SLM)
- Managing Service Levels
- Documenting Service Levels
- Service Level Management Interactions
- Service Level Measurement
Module 11: Service Reporting
- Managing Service Reporting
- Types of Reports
- Process Maintenance
- Service Reporting Measurement
Module 12: Service Continuity and Availability
- Managing Continuity and Availability
- Business Impact Analysis (BIA)
- Policy and Plans
- Service Continuity
- Documentation
- Measurement
- Exercise: The Expanded Incident Process
Module 13: Money Matters: Budget and Accounting
- Policy Matters
- Cost Types
- Cost Model
- Documentation and Measurement
Module 14: Capacity Management
- Managing Capacity
- Capacity Plan
- Documents and Records
- Measurement (not again!)
Module 15: Information Security
- Managing Security, including the People
- Security Policy
- Control
- Measurements
- Exercise: Keeping Things Secure? Write a Policy To Be Sure!
Module 16: Business Relationship Management
- Relationship with Service Level Management
- Customer Satisfaction
- Records
- Measurements
Module 17: Supplier Management
- Contract Management
- Managing Sub-Contractors
- Document and Records
- Measurements
Module 18: Incident and Service Request Management
- Managing Incidents
- Managing Service Requests
- Major Incidents
- Document and Records
- Measurements
- Exercise: Incident vs. Service Request
Module 19: Problem Management
- Managing Problems
- Root Cause Analysis
- Pro-Active Problem Management
- Document and Records
- Measurements
Module 20: Configuration Management
- All About Configuration Items
- Key Concepts
- Document and Records
- Measurements
Module 21: Change Management (Not Management of Change)
- Key Concepts
- Policy
- Emergency Changes
- Documents and Records
- Measurements
Module 22: Release and Deployment
- Release and Deployment Management
- Release Policy
- Release Plan
- Testing
- Documents and Records
- Measurements
- Exercise: Early Life Support Exit Criteria
Module 23: Exam Tips
- Mandatory Practical assignment
- Summary of Exam Topics
- Taking multiple choice exams
Module 24: Sample Exam Review
- Complete the Sample Exam
- Watch the review of selected Sample Exam questions
Certification
ISO/IEC 20000: IT Service Management Associate Bridge is Accredited by AXELOS and EXIN. As an Authorized Training Provider Accredited by AXELOS and EXIN, GogoTraining’s ISO/IEC 20000: IT Service Management Associate Bridge course fully qualifies you to sit for the ITSM Associate Bridge examination given by EXIN.
The Associate Bridge requires:
- IT Service Management Foundation certificate based on ISO/IEC 20000 (attained either via the Bridge course or the full course) OR proof of the ITIL® Expert Certification
- Minimum of two (2) ITIL® Practitioner (v2) or Intermediate (2007/2011) certificates.
- Have taken and completed this course.
In order to qualify for the exam, you will need to purchase and have successfully completed two (2) Practical Assignments:
- Assignment in planning the provision of services
- Assignment in measuring, monitoring and reporting on the provision of services
To purchase this Assignment, go to the Materials Tab.
The exam has 40 questions and a passing mark of 65%.
Please note, the Associate Bridge will allow you to achieve the Consultant/Manager Certificate. The Auditor Certificate is not currently available in online self-paced courses. If you are interested in the Consultant/Manager Certificate please contact Dr. Suzanne VanHove directly at [email protected], or contact your regional EXIN office or EXIN online for more information.
Candidates on ITIL expert level who wish to qualify for EXIN’s ITSM Consultant Manager certificate should take the ITSM Associate Bridge exam. If they pass, they will receive the ITSM Foundation & Associate certificates. After this they can request the Consultant/Manager certificate by filling out the contact form on the website. For more information on this and a handy career planner, see the “side entry calculator"
Exam Locations:
EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.