It is hoped that this leaflet will provide potential candidates for the Manager’s Certificate in IT Service Management with all the basic information they need regarding eligibility and the format of the examinations.
Further queries should be directed to the course provider or to the Examinations Officer at ISEB. 2. Syllabus The Syllabus for the Certificate is based upon two volumes of the OGC’s IT Infrastructure Library (ITIL®1) and covers the areas of Service Delivery and Service Support.
It is essential that candidates taking the examination are familiar with these volumes.
The IT Infrastructure Library consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.
The Library has been developed in recognition of organisations’ growing dependency on IT.
Without IT, most businesses cannot function; without quality IT they cannot function well.organisations therefore need quality IT services.
These services must, of course, be matched to business needs and customer requirements as they evolve, and they must be provided economically which implies making optimum use of scarce IT skills.
Effective management is needed.
The IT Infrastructure Library embodies good practice for IT service management.
The Library provides a documented, systematic approach that will help organisations to deliver well managed IT services in the face of such difficulties as skill shortages, more exacting and unpredictable business requirements and user demands, and the growing complexity of IT systems.
Such a systematic approach to IT service management also reduces the learning curve for staff. 1 ITIL is a registered trademark of OGC – The Office of Government Commerce 3 Implementing the guidance in the Library as part of a quality management system will help an IT Services group to comply with the requirements of the ISO 9000 quality standard. 3. The Holder of the Certificate Holders of the Manager’s Certificate in IT Service Management should be familiar with the techniques involved across the range of service delivery and service support activities.
They should be able to relate these activities to each other and to wider IT issues; and they should be competent to manage service delivery and service support functions. 4. Eligibility for the Written Examinations To be entered for the written examination leading to the certificate, the candidate must fulfill three requirements. • Attend an accredited training course and gain a positive in-course assessment. • Demonstrate at least five years of general IT experience and have at least two years of experience in an IT Service Management environment in a supervisory or managerial role. • Hold the Foundation Certificate in IT Service Management .
The skills required by an individual taking the examination are listed below: • Knowledge of the ITIL Service Support and Service Delivery books. • Ability to identify, analyse and assess the IT Service Management processes within an organisation. • Ability to design an organisational structure to support the management and use of IT Service Management processes. • Ability to describe the IT Service Management functions and processes, how they interrelate and how they should be applied. • Skills to audit and assess the operation of the IT Service Management processes and functions in any given organisation 4
Read more about ITIL Is : 1 ITIL is a registered trademark of OGC The Office….: