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FACTSHEET - Service Quality Management Foundation Program |
Overview
The Foundation Certificate in Service Quality Management is your introduction to the ISO 20000 standard, this program is supplementary to the ITIL® Foundation Certificate in IT Service Management and together they become the required background for professionals working for an ISO/IEC 20000 certified IT service provider or a provider wishing to meet this standard in the future. This program also looks at the role of ISO 9000 in Service Quality Management.
ISO 20000 will become a basic requirement for IT Service providers and is fast becoming the most recognized symbol of quality regarding IT Service Management processes. The Art of Service is pleased to be able to present the Foundation Certificate in Service Quality Management to assist IT professionals master and understand the standard itself and issues relating to earning actual standards compliance.
Prerequisites
Prior to being accepted into the Service Quality Management Foundation program, participants should have completed the ITIL® Service Management Foundation program.
Target Audience
This program is ideally suited for IT professionals working in the Service Management improvement field and desiring an introduction to the ISO 20000 standard.
The program applies equally to internal process management staff, as it does for external consultants looking to provide expert advice and assistance.
Benefits of Attending
The ISO 20000 Service Quality Management Foundation (SQMF) certificate delivers customers an actual tool for ascertaining proven IT SQM skills and ISO/IEC 20000 knowledge among IT service providers.
Proven competence in SQM is becoming a major competitive advantage within the ever-changing IT sector.
The investment of 2 days in the SQMF Program will bring many benefits for participants and their associated companies, including:
- Improved quality of service and increased business and customer confidence
- Improved reputation, consistency and interoperability
- Impartial and external standard method of assessment and audit
- Assessments recognized internationally within the industry
- Demonstrate superiority over competitors
- Management and staff understand their business their roles and their processes better
Qualification and Assessment
The exam consists of a 60 minute closed-book, 40 question, multiple-choice examination paper managed by EXIN.
For each question in the multiple-choice examination, four options are given. The candidate must select the correct answer. One mark is awarded for a correct answer. There is no negative marking.
In order to prepare candidates properly for the examination, all accredited program providers will be supplied with a sample examination paper and answer. In order to achieve the qualification, candidates must score at least 26 correct answers (65% or higher).
Examination requirements
| Weight (%) | | | | | Understanding the importance of Quality in IT Service Management | 20 | | The Quality specifications for IT Service Management | 50 | | The code of practice for IT Service Management | 30 |
Course Content
The syllabus of the program in outline is as follows:
- Introductions, background to ISO 20000
- ISO 9000 Quality management systems approach
- The ISO 20000 certification scheme
- ISO 20000 overview: terminology, process and objectives
- ISO 20000: Part1 in detail
- ISO 20000: Part2 in detail
- The use and application of ISO 20000
- ISO 20000 eligibility and scoping
- Evaluating quality management systems
- Exam practice and preparation
This level is aiming to provide IT professionals with fundamental knowledge of the ISO 20000 standard and its relationship with ITIL.
Specifically, candidates must be able to demonstrate an understanding of:
- The importance of quality in IT service management,
- The quality specifications for IT service management, and
- The code of practice for IT service management.
Course Outline
Day 1
| Introduction & background to ISO 20000 and ISO 9000.
| | | Certification Scheme & Scoping | | | ISO 20000 in detail (1):
Terminology, The Management System,
Planning and Implementing service management and
new and changed services | | | Service Delivery processes | | | Relationship, Resolution, Control and Release processes,
objectives and relationships | | | | | Day 2 | ISO 20000 Part 2: The Management System,
Planning and Implementing service management and
new and changed services | | | ISO 20000 Part 2: Service Delivery & Relationship processes | | | ISO 20000 Part 2: Resolution, Control and Release processes,
objectives and relationships | | | Mock Exam |
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The course will explore the theory of each of the SQM in detail, and is supported by a series of exercises, case studies and active discussions led by your experienced instructor.
Further information
If you have any queries or you would like to discuss other ITIL® Service Management training options, please do not hesitate to contact The Art of Service by email, web, phone or fax. |
