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EXIN Exams, International certification for ITIL, ASL and DSDM standards

Short Information

IT Service Management: Service Support (ITSS.EN)

Summary

The two modules which lead to the Manager’s Certificate in IT Service Management (based on ITIL®) provide the essential elements required to qualify as a professional who specializes in implementing IT Service Management processes.
The module IT Service Management Service Support (based on ITIL®) covers the processes of Incident Management, Problem Management, Configuration Management, Change Management, Release Management and the function Service Desk.
The module IT Service Management Service Delivery (based on ITIL®) covers the following processes: Service Level Management, Availability Management, Capacity Management and Financial Management for IT Services and IT Service Continuity Management.

Target group

The Manager's Certificate in IT Service Management (based on ITIL®) is aimed at managers and consultants in IT Service Management, especially those who are involved in implementing IT Service Management processes or advising on IT Service Management processes.

Context

The Manager’s Certificate in IT Service Management (based on ITIL®) is part of the ITIL® certification structure.

Prerequisites

• Training with an EXIN-accredited training provider; 
• Foundation Certificate in IT Service Management (based on ITIL®);
• Higher educational level or level obtained through practical experience or self-study;
• Good spoken and written language skills;
• Speaking skills, presentation skills, empathy, meeting skills, teamwork skills;
• At least two years professional experience as manager or consultant in the field of IT Management.

Exam requirements

1. Analyzing IT Service Management processes within an organization
2. Designing organizational structure
3. Describing the IT Service Management processes
4. Assessing and auditing IT Service Management processes
5. Implementing change processes
6. Reporting skills
7. Management skills

In-course assessment / Practical assignment

Not applicable.

Time allotted for examination

180 minutes

Examination type

Written or computer supported open questions, based on a case study.

Examination details

Number of questions: 5
Pass mark: 50% (50 points out of 100)
Open book: no
Electronic equipment permitted: no

Sample questions

A sample exam is available through your Accredited Training Provider.