Implementing ITSM Metrics

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Overview

This itSM Solutions/Mitech training program will teach the IT organization how to design and implement an ITSM Metrics to support the needs of the business The Implementing ITSM Metrics program is designed for all levels in the IT organization: including executives, managers, supervisors, team leaders, business analysts etc. who have the responsibility for developing and managing the relationship between IT and the business. Students must have an ITIL Foundation certificate to attend this class.

Course Outline

The Implementing ITSM Metrics program combines the delivery of the Service Transition and Release Control & Validation Service certification training classes with the "how to" templates of the Mitech consulting portfolio. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

Engagement Duration

Approximately six to eight weeks. Larger organizations may require twelve weeks duration. Multiple Processes can be implemented in parallel supported by a team of Expert ITIL/ITSM Trusted Advisors. Recommend minimum ITIL Foundations and Release Control & Validation/Service Transition and/or Continual Service Improvement training is integrated into the engagement. MiTECH transfers knowledge to our clients Core ITSM Program implementation team of proven ITSM Governance Program Implementation methods, techniques, pre-developed Service/Process metrics/scorecards templates and IT governance reporting tools.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

• 7 ITIL Expert Credits
• 60 PDU Credits