The examination Professional Certificate Support of IT Services according to ISO/IEC 20000 is designed to provide practical knowledge of how documents and records should be applied and analyzed within the fields of the Resolution Processes (Incident and Problem Management). For example, how to use methods and techniques to identify the root causes of incidents.
The target group for this qualification includes those personnel who are involved in a practical way in restoring agreed service levels to the customer as soon as possible, responding to service requests (password resets, equipment moves), minimizing disruption to the customer by identification and analysis of the cause of incidents, managing Incidents and Problems to closure, incident registration, classification, escalation, resolution and closure, maintaining Knowledge Repositories, Proactive Problem Management including Incident Trend analysis, reporting on Incidents and Problems and keeping End Users informed and recommend improvements to eliminate causes of Incidents.
The Professional Certificate Support of IT Services 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 Support of IT Services 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. Plan the processes for the Support of IT Services 20% 2. Implement and manage the Support of IT Services 40% 3. Measure, monitor and report on the Support of IT Services 20% 4. Improve the Support of IT Services processes 20%
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.