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laatste update 22-11-2011

ISO/IEC 20000 Certificate Support of IT Services

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Your professional skills are in demand on a daily basis. You fulfill a role within service management. Your company environment is subject to constant change. In the training course "Professional Support of IT Services" you will acquire the skills needed to confidently face these challenges. The acquired knowledge can be directly implemented. You define the work steps or documents that are required and are able to prepare and control them.

Target group

IT professionals, who intend to deepen one's knowledge as experts in the area Support / Service Desk within the scope of IT Service Management processes and thereby adopt best practices.

Exam prerequisites

 Foundation Certificate according to ISO/IEC 20000
 Successful completion of a certified training, which prepares for the "Professional Exam
Support of IT Services"
 Proof of successful fulfillment of at least two (2) practical assignments as part of the certified training to assess and confirm the candidate's management skills

Exam content

The multiple choice examination consists of 40 questions relating to the following subject areas:
 Plan resolution processes
 Implement and manage resolution processes
 Measure, monitor and report resolution processes
 Improve resolution processes
The examination session will be conducted by an independent invigilator of the Certification Body for Persons – Examination Institute of TÜV SÜD Academy.

Duration of exam

90 minutes

Certification

Certificate "Professional Support of IT Services"
of the Certification Body for Persons – Examination Institute of TÜV SÜD Academy

Training duration