ISO IEC 20000 Foundation Complete Certification Kit - Study Guide Book and Online Course

136 Pages·2016·2.42 MB·English

by  Gerard Blokdijk, Ivanka Menken

ISO/IEC 20000 Foundation Complete Certification Kit:
Study Guide Book and Online Course

Notice of Rights: Copyright © The Art of Service. All rights reserved. No part of
this book may be reproduced or transmitted in any form by any means,
electronic, mechanical, photocopying, recording, or otherwise, without the prior
written permission of the publisher.
Notice of Liability: The information in this book is distributed on an “As Is” basis
without warranty. While every precaution has been taken in the preparation of the
book, neither the author nor the publisher shall have any liability to any person or
entity with respect to any loss or damage caused or alleged to be caused directly
or indirectly by the instructions contained in this book or by the products
described in it.
Trademarks: Many of the designations used by manufacturers and sellers to
distinguish their products are claimed as trademarks. Where those designations
appear in this book, and the publisher was aware of a trademark claim, the
designations appear as requested by the owner of the trademark. All other
product names and services identified throughout this book are used in editorial
fashion only and for the benefit of such companies with no intention of
infringement of the trademark. No such use, or the use of any trade name, is
intended to convey endorsement or other affiliation with this book.
ITIL® is a Registered Community Trade Mark of OGC (Office of Government
Commerce, London, UK), and is Registered in the U.S. Patent and Trademark
Office.
Write a Review and Receive a Bonus Emereo
eBook of Your Choice

Up to $99 RRP – Absolutely Free
If you recently bought this book we would love to hear from you – submit
a review of this title and you’ll receive an additional free ebook of your
choice from our catalog at http://www.emereo.org.
How Does it Work?
Submit your review of this title via the online store where you purchased
it. For example, to post a review on Amazon, just log in to your account
and click on the ‘Create Your Own Review’ button (under ‘Customer
Reviews’) on the relevant product page (you’ll find plenty of example
product reviews on Amazon). If you purchased from a different online
store, simply follow their procedures.
What Happens When I Submit my Review?
Once you have submitted your review, send us an email via
Foreword

As an education and training organization within the IT Service Management
(ITSM) industry, we have watched with enthusiasm as ISO/IEC 20000 has grown
and progressed since 2005. The evolution of the core principles and practices
provided by the standard provides the holistic guidance needed for an industry
that continues to mature and develop at a rapid pace.
Our primary goal is to provide the quality education and support materials
needed to enable the understanding and application of the ISO/IEC 20000
standard in a wide-range of contexts.
This comprehensive book is designed to complement the in-depth accredited
eLearn ISO/IEC 20000 Foundation course provided by The Art of Service. The
interactive eLearn course uses a combination of narrated PowerPoint
presentations with multiple-choice assessments which will ultimately prepare you
for the ISO/IEC 20000 Foundation certification exam.
We hope you find this book to be a useful tool in your educational library and
wish you well in you IT Service Management career!
Ivanka Menken
Executive Director, The Art of Service
http://www.theartofservice.com/
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide
How to access the associated ISO/IEC 20000 Foundation eLearning Program:

1. Direct your browser to: www.theartofservice.org
2. Click ‘login’ (found at the top right of the page )
3. Click ‘Create New Account.’ If you already have an existing account, please move on to step
5.
4. Follow the instructions to create a new account. You will need a valid email address tcoonfirm
your account creation. If you do not receive the confirmation email check that it has not been
automatically moved to a Junk Mail or Spam folder .
5. Once your account has been confirmed, email your Use-rID for your new account to
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 3
Table of Contents
FOREWORD____________________________ 1

1
 INTRODUCTION________________________ 7

1.1
 WHAT IS IT SERVICE MANAGEMENT? 7

1.2
 THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM 8

1.3
 WHAT IS ISO/IEC 20000? 9

1.4
 HISTORY OF ISO/IEC 20000 10

1.5
 THE FUTURE OF ISO/IEC 20000 10

1.6
 THE ISO/IEC 20000 STANDARD 10

1.7
 AUDITING & CERTIFICATION 11

1.8
 BENEFITS OF ISO/IEC 20000 13

1.9
 ASSOCIATED FRAMEWORKS 14

1.10
 OTHER ISO STANDARDS 17

1.11
 ROLES & RESPONSIBILITIES WITHIN ISO/IEC 20000 18

1.12
 BUSINESS AND IT ALIGNMENT 19

1.13
 ISO/IEC 20000 PROCESSES 21

1.14
 INTRODUCTION REVIEW QUESTIONS 22

2
 SCOPING___________________________ 25

3
 COMMON TERMINOLOGY_______________ 27

4
 PLANNING & IMPLEMENTING SERVICE MANAGEMENT ______________________ 31

4.1
 PDCA 31

4.1.1
 PLAN 32

4.1.2
 DO 33

4.1.3
 CHECK 34

4.1.4
 ACT 34

5
 PLANNING & IMPLEMENTING NEW OR CHANGED SERVICES__________________ 37

5.1
 PLANNING AND IMPLEMENTATION REVIEW QUESTIONS (CHAPTERS 4 & 5) 39

6
 SERVICE DELIVERY PROCESSES___________ 41

6.1
 SERVICE LEVEL MANAGEMENT 41

6.1.1
 SERVICE CATALOGUE 41

6.1.2
 DESIGNING SLAS 42

6.1.3
 INTERFACES WITH OTHER PROCESSES 44

6.1.4
 SERVICE LEVEL MANAGEMENT REVIEW QUESTIONS 46

6.2
 SERVICE REPORTING 47

6.2.1
 INTERFACES WITH OTHER PROCESSES 47

6.2.2
 SERVICE REPORTING REVIEW QUESTIONS 49


©The Art o f Service
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 4
6.3
 SERVICE CONTINUITY & AVAILABILITY MANAGEMENT 51

6.3.1
 ACTIVITIES - SERVICE CONTINUITY MANAGEMENT 51

6.3.2
 ACTIVITIES - AVAILABILITY MANAGEMENT 53

6.3.3
 INTERFACES WITH OTHER PROCESSES 54

6.3.4
 SERVICE CONTINUITY & AVAILABILITY MANAGEMENT REVIEW QUESTIONS 56

6.4
 BUDGETING & ACCOUNTING FOR IT SERVICES 59

6.4.1
 THE FINANCIAL CYCLE 59

6.4.2
 INTERFACES WITH OTHER PROCESSES 60

6.4.3
 BUDGETING & ACCOUNTING REVIEW QUESTIONS 62

6.5
 CAPACITY MANAGEMENT 65

6.5.1
 SUB PROCESSES OF CAPACITY MANAGEMENT 65

6.5.2
 ACTIVITIES 66

6.5.3
 INTERFACES WITH OTHER PROCESSES 67

6.5.4
 CAPACITY MANAGEMENT REVIEW QUESTIONS 69

6.6
 INFORMATION SECURITY MANAGEMENT 71

6.6.1
 INFORMATION SECURITY MANAGEMENT ACTIVITIES 71

6.6.2
 INTERFACES WITH OTHER PROCESSES 73

6.6.3
 INFORMATION SECURITY MANAGEMENT REVIEW QUESTIONS 75

7
 RELATIONSHIP PROCESSES______________ 77

7.1
 BUSINESS RELATIONSHIP MANAGEMENT 77

7.1.1
 INTERFACES WITH OTHER PROCESSES 79

7.1.2
 BUSINESS RELATIONSHIP MANAGEMENT REVIEW QUESTIONS 81

7.2
 SUPPLIER MANAGEMENT 83

7.2.1
 SUPPLIER AND CONTRACT DATABASE (SCD) 83

7.2.2
 INTERFACES WITH OTHER PROCESSES 84

7.2.3
 SUPPLIER MANAGEMENT REVIEW QUESTIONS 86

8
 RESOLUTION PROCESSES_______________ 87

8.1
 WHAT IS THE DIFFERENCE BETWEEN AN INCIDENT AND A PROBLEM? 87

8.2
 INCIDENT MANAGEMENT 87

8.2.1
 ACTIVITIES 88

8.2.2
 MAJOR INCIDENTS 89

8.2.3
 INTERFACES WITH OTHER PROCESSES 89

8.2.4
 INCIDENT MANAGEMENT REVIEW QUESTIONS 91

8.3
 PROBLEM MANAGEMENT 93

8.3.1
 REACTIVE PROBLEM MANAGEMENT 93

8.3.2
 PROACTIVE PROBLEM MANAGEMENT 94

8.3.3
 INTERFACES WITH OTHER PROCESSES 95

8.3.4
 PROBLEM MANAGEMENT REVIEW QUESTIONS 97

9
 CONTROL PROCESSES__________________ 99

9.1
 CONFIGURATION MANAGEMENT 99

9.1.1
 ACTIVITIES 99

9.1.2
 THE CONFIGURATION MANAGEMENT DATABASE (CMDB) 101

9.1.3
 INTERFACES WITH OTHER PROCESSES 102

9.1.4
 CONFIGURATION MANAGEMENT REVIEW QUESTIONS 104

9.2
 CHANGE MANAGEMENT 107

9.2.1
 ACTIVITIES 107

9.2.2
 THE 7RS OF CHANGE MANAGEMENT 108


©The Art o f Service
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 5
9.2.3
 INTERFACES WITH OTHER PROCESSES 109

9.2.4
 CHANGE MANAGEMENT REVIEW QUESTIONS 111

10
 RELEASE PROCESSES_________________ 113

10.1
 RELEASE MANAGEMENT 113

10.1.1
 OPTIONS FOR RELEASE 113

10.1.2
 INTERFACES WITH OTHER PROCESSES 115

10.1.3
 RELEASE MANAGEMENT REVIEW QUESTIONS 117

11
 MANAGEMENT OF ISO/IEC 20000_______ 119

11.1.1
 MANAGEMENT RESPONSIBILITY 119

11.1.2
 DOCUMENTATION REQUIREMENTS 121

11.1.3
 COMPETENCE, AWARENESS & TRAINING 121

11.1.4
 ISO/IEC 20000 MANAGEMENT REVIEW QUESTIONS 122

12
 ANSWERS TO REVIEW QUESTIONS_______ 125

13
 CERTIFICATION______________________ 129

13.1
 ISO/IEC 20000 CERTIFICATION PATHWAYS 129

13.2
 ITIL® CERTIFICATION PATHWAYS 130

14
 ISO/IEC 20000 FOUNDATION EXAM TIPS______________________________ 131

15
 REFERENCES_______________________ 133


©The Art o f Service
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 6

©The Art o f Service
ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 7
1 Introduction________________________

1.1 What is IT Service Management?

IT Service Management is the management of all processes that co-operate to ensure the
quality of live services, according to the levels of service agreed with the customer. It
addresses the initiation, design, organization, control, provision, support and improvement
of IT services, tailored to the needs of the customer organization.

The term IT Service Management (ITSM) is used in many ways by different management
frameworks and organizations seeking governance and increased maturity of their IT
organization. Standard elements for most definitions of ITSM include:
• Description of the processes required to deliver and support IT Services for
customers.
• The purpose primarily being to deliver and support the products or technology
needed by the business to meet key organizational objectives or goals.
• Definition of roles and responsibilities for the people involved including IT staff,
customers and other stakeholders involved.
• The management of external suppliers (partners) involved in the delivery and
support of the technology and products being delivered and supported by IT.

The combination of these elements provide the capabilities required for an IT organization
to deliver and support quality IT Services that meet specific business needs and
requirements.

IT Service Management gives the following benefits to the customer:

 Provision of IT services becomes more customer-focused and the relationship
between the service provider and the customer is improved through agreements
about service quality
 The services are better described, in customer language and in more appropriate
detail
 The availability, reliability, cost and other quality aspects of the service are better
managed
 Communication with the IT organization is improved by agreeing on points of
contact

©The Art o f Service