EXIN recently worked with well-known provider of Service Management training, Fox IT, to launch the new Service Quality Management Foundation course to an existing client, the UK-based Police Information Technology Organization (PITO).
The Woking, UK-based training provider already delivers an extensive range of courses on Service Management subjects. Their portfolio includes two courses on ISO20000 subjects: ISO20000 for Consultants and ISO20000 for Auditors.
However, until now there has been no course targeted at the larger audience of those working within an ISO20000 environment who need a more basic knowledge of the subject. In order to address this market gap, independent ICT examination body EXIN developed a syllabus for a new Foundation-level course, covering ISO20000, ISO9000 and related Quality Management subjects. The course has been named the Service Quality Management Foundation course (SQMF).
Complete success Fox IT worked closely with EXIN to understand the course syllabus and examination requirements, quickly producing a course to meet the new requirements. Says Lynda Cooper, Fox IT’s Head of ISO20000 Services and co-author of ISO20000: “ Fox IT’s ISO20000 training and consultancy service offerings are very strong. The SQMF course adds an extra dimension which has already proved valuable to our clients”
With approval from EXIN, Fox IT decided to deliver the new course at the earliest opportunity. Fox IT had already been engaged to deliver an ISO20000 for Consultants course for an existing client – the Police Information Technology Organization (PITO). However, when the new course became available, it was soon realized that it matched PITO’s needs much more closely. Most of their staff needed to be broadly aware of ISO20000 and the other aspects of Quality Management, but would not be required to do any consultancy on the subject.
Trainer, examiner Service Management collaboration receives 10/10 Fox IT’s ISO20000 course manager, Ralph Gray, therefore agreed with PITO to deliver the new SQMF course. The course went well and was judged a complete success, achieving a 100% pass rate as well as eliciting favorable comments from many of the delegates.
Fox IT also ran a separate internal pilot SQMF course attended by eight of its own consultants, in order to put the finishing touches to the course format. Their considerable experience in training delivery enabled these delegates to make a significant contribution to the final version of the course, by means of their constructive feedback. EXIN also sent a representative to monitor the course content and delivery in order to ensure that it met the stringent quality criteria regularly required by the examining body. As expected from such an experienced set of delegates, there was a 100% pass rate.
Ralph Gray, who ran both of these courses, explains: “Following the publication of the international standard in December 2005, interest in ISO20000 training has grown rapidly, indicating a strong desire on the part of reputable organizations to strive for demonstrable adherence to recognized Best Practice. The new SQMF course is an ideal way of providing a good level of knowledge for employees who will be involved in, or impacted by an organization’s program to achieve ISO20000 certification, and I feel sure that it will soon become one of our most popular courses.
“Our experience of working closely with EXIN on developing this course has been an excellent demonstration of the different but complementary roles of training providers and examining bodies.”
EXIN is now working on an advanced level Service Quality Management course, which will be aimed at consultants and project managers. Fox IT, under the direction of Lynda Cooper, is supporting EXIN’s development of the Service Quality Management Advanced course syllabus and examination requirements.
For more information, please contact EXIN International or call: + 31 30 234 48 25.