Introduction

- Hello, and welcome to the first module for the IT Service Management Foundation course based on ISO/IEC 20000. My name is Dr. Suzanne Van Hove, and I am gonna work with you as we go through this course. But before we get started, we need to do some legal things, and take care of some trademark, trademark statements and copyright. So let's go ahead and get that outta the way. Unfortunately, I have to read them word for word, so bear with me. First of all, ISO is a registered trade mark of the International Organization for Standardization. IEC is as registered trade mark of the International Electrotechnical Commission. ITIL and the IT Infrastructure Library are registered trade marks of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited. COBIT is a registered trade mark of ISACA and the IT Governance Institute. And finally, CMMI is a registered trade mark of Carnegie Mellon University. Now you may have recognized some of those names. Obviously, they're frameworks within service management. Maybe you also might have recognized the fact that ITIL is now under the control of AXELOS. But, more about that later. The ones that we are concerned with is ISO and IEC, and we are looking at ISO/IEC 20000 as an international standard. So now you know what ISO stands for, the International Organization for Standardization, and IEC as the International Electrotechnical Commission. Okay. Course materials here, from the download page, you should be able to get the Student Guide. That Student Guide, free download for you, has the slide deck, it has course handouts, course exercises, as well as the answers, and a sample exam. I encourage you to download that information. You're gonna be able to print it out at your, at your convenience or just look at it electronically. It will be a PDF. There is a supplemental text. This is an excellent book, it's called Implementing Service Quality based on ISO/IEC 20000, and it is the third edition. Michael Kunas did a wonderful job of describing 20000, and giving you enough detail that, quite frankly, for the Foundation Class, the standard itself is not really required. Some of the handouts that we provide for you will have parts of the standard in it, so you can get an idea of what it is like. But this is an excellent book. The ISBN number is listed for you here, as well as a link to the publisher, so that you could go out and purchase this book if you so desire. It is not a mandatory course text. Lastly, is the standard. Now, I'm a big fan of the standard. There are two parts that are important, specifically for this class, and that would be dash one and dash two. So, ISO 20000-1, 2011, this is what it looks like. In the handouts, we actually give you the cover, the table of contents, as well as some of the processes that are involved in 20000. You can get this, if I flip through here really quickly, from the ANSI store, from the eStandards Store in ANSI. I've pulled up a web page for you. Of course, if you Google, you'll find multiple providers of that standard. ANSI just happens to be in North America. You can get the standard electronically, or as a print version. You'll notice that what I've got listed on here is the package of what's currently available for 20000, and there are five parts that are currently available. That will make more sense as we get into the course. Do consider it, there's some great information in those two documents, Part One and Part Two. And we'll tell you about what the other parts are doing for you as we go through the course. But, this is the place that you can purchase them. If you just purchase Part One and Part Two, and it's certainly not at $500. So, do poke around, look for the best price. And if it's within your budget, I would suggest strongly that you purchase that course. Okay. So we have our course materials, and let's see what else we're going to be doing. First of all, the whole purpose of this Foundation Course is really to introduce you to 20000. Many of you may have had some introduction to ITIL, and you may have had the Foundation Course in ITIL, and we'll talk about that in just a few minutes. You may have had a COBIT class. You may have had other service management framework classes from a beginning, or to an intermediate or an advanced level. I strongly encourage folks to look at 20000, because it is the internationally accepted best practice for service management. And it's something that your organization can be audited against, and it's a consistent audit. Now the internationally accepted best practice, that's huge, because now we have level set service management no matter where you are, and if you achieve the certificate, then we know at what level your organization is delivering. Secondly, we're gonna prepare you for the Foundation Exam. That Foundation Exam is based on the specification from EXIN. There are multiple service management, or I should say, multiple ISO 20000 courses out there, and, they all have a different flavor, so to speak. The ones that we've seen and the ones that we have worked with specifically within EXIN, seems to have, in our mind, the nature of the information that you want to walk away with as a practitioner, and being able to apply these concepts to your own organization. So by the end of the course, you will be prepared to take that Foundation Exam. Specifically for that exam, it is a multiple choice, very similar, if you've had that ITIL foundation. It is 40 questions, there is a single, one best answer. It is closed book, you have 60 minutes to complete it. You still have to score 65% or better, which is 26 or above. That successful completion allows you to go up into the educational schema from EXIN, and the next step would be that Associate course. Here is the schema from EXIN. It's very simple, very straightforward, and it's very practical. This is the only schema that we've seen that demands the student demonstrate skills as they go up into the more advanced classes. You'll be starting at that Foundation Course. It is basically, if you're doing this live, a two day course. the exam's at the end of the day, of the second day. Successful candidates go up to the Associate. It's a full five day course, and you really get down into the processes themselves, learning exactly what they do, what they don't do. And this is where the standard becomes very, very important, because we look at Part One, which is that service management system requirements, and then Part Two, which really expands on those requirements to a level of detail that makes deployment maybe a little bit clearer. From the Associate, you can then go to an Auditor course, which is a wonderful course that will allow you to become an internal auditor for your organization for 20000. And it does bring up all the information about how to be an auditor, what's the characteristics of an auditor, you know, what's the, the schema that you should be following. From the Associate, you could also go up a level to that Consultant/Manager level. The Consultant/Manager now is, you're a leader in your organization. And how am I gonna manage the deployment, or manage the improvement, or even manage the process of getting that organization to achieve the 20000 Certificate? So here now, we would be overseeing the individuals as they learn and they grow within 20000. And the highest level is the Executive Consultant/Manager, and this is a wonderful course. There's only three people in the globe who are accredited to teach this course. I'm one of them, my partner, my colleague up in Canada, is the second. We teach this course together, and it's a two part course that is actually a seminar, where you demonstrate your skill sets, and then you actually do a deployment of a project under the supervision of my colleague and myself. So it's about a six month span between Course One and Course Two. Absolutely lovely, you have to demonstrate skills. It's not just about knowledge, so, that's really a very fun course to teach. Now, across the sides here, to the Associate and the Foundation, you notice that there's two bridging entries. If you have ITIL courses under your belt, they will count, and move you through this schema a little bit quicker. So in other words, you could take a Bridge Associate class, which is only three days, you could take the Foundation Bridge, which is only one day. The exams are shorter, the requirements are less. Because we're recognizing that you've already achieved elements within service management. So, as you go through this, think about it, we'll come back to that Foundation Bridge at the end of this course, when we talk about how to take that, the Foundation Exam. And we'll bring up some more information about the Foundation Bridge. So that's the certification scheme, and that's what we're gonna be working forward. Our next module is gonna get right into those core concepts of IT service management. So, come back and join us for module number two.