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Certified ISO/IEC 20000 Service Management
Process Owner An Introduction to the CISMPO
Certification Training by Mart Rovers
©InterProm USA Corporation – Confidential and Proprietary Information 1 7/13/2017
CISMPO CERTIFICATION TRAINING
Contents
©InterProm USA – Confidential and Proprietary Information 2 7/13/2017
Contents • What is the CISMPO Course? • Why should you take this course? • What will you learn? • Who participates in this course? • Do I qualify for this course? • What is the exam all about? • What are the course logistics?
©InterProm USA – Confidential and Proprietary Information 3 7/13/2017
WHAT IS IT?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 4 7/13/2017
What is the CISMPO Course? • The Certified ISO/IEC 20000 Service
Management Process Owner (CISMPO) certification training course aims to increase the knowledge, skills, and experience of ISO/IEC 20000 service management process owners
• The CISMPO course complements IT Service Management certification courses such as:
– ITIL courses – COBIT courses – ISO/IEC 20000 courses – DevOps courses – IT4IT courses – Etc.
©InterProm USA – Confidential and Proprietary Information 5 7/13/2017
ITIL is a registered trademark owned by AXELOS Ltd. COBIT is a registered trademark owned by ISACA
ISO/IEC 20000 is owned by ISO and IEC IT4IT is a registered trademark owned by The Open Group
What is the CISMPO Course? • The CISMPO course prepares ISO/IEC
20000 service management process owners for their role and responsibilities
• It addresses: – People, process and technology aspects – Process maturity assessments and gap
analysis – Process design, process implementation
and process improvements based on best practices of service management frameworks and standards, in particular the ISO/IEC 20000 standard
– Preparing for an ISO/IEC 20000 audit
©InterProm USA – Confidential and Proprietary Information 6 7/13/2017
What is the CISMPO Course? • The CISMPO course is highly
interactive and hands-on with practical assignments that can readily be applied
• The practical assignments address: – Process maturity assessments – Designing a process flowchart – Documenting a process and a
procedure – Implementing a process and managing
organizational changes – Measuring process performance – Managing process integrations – Determining process improvements
©InterProm USA – Confidential and Proprietary Information 7 7/13/2017
What is the CISMPO Course? • The CISMPO course comes with
sample documents and customizable templates such as: – Process document template – Procedure document template – Process flowcharts – Process Key Performance Indicators
and metrics – Process implementation plan – Process communication plan
©InterProm USA – Confidential and Proprietary Information 8 7/13/2017
WHY TAKE THIS COURSE?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 9 7/13/2017
Why take the CISMPO Course?
• INTERPROM certified ISO/IEC 20000 process owners know how to: – Combine best practices of multiple
frameworks – Use process management tools and
techniques – Apply process management knowledge – Design and manage processes in
support of business and service management objectives
– Successfully implement and manage a process
– Show return on process improvement investments
©InterProm USA – Confidential and Proprietary Information 10 7/13/2017
WHAT WILL YOU LEARN?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 11 7/13/2017
What will you learn during the CISMPO Course?
• The CISMPO course teaches you: – How to interpret the ISO/IEC 20000
process requirements for your process – How to successfully assess, design,
implement, integrate, measure, analyze and improve an ISO/IEC 20000 compliant process
– Which tools and techniques to use and how to use them
– How to align your ISO/IEC 20000 process with business and service management objectives
– How to integrate your process – Which process automations to apply – How to show return on return on process
improvement investments
©InterProm USA – Confidential and Proprietary Information 12 7/13/2017
WHO PARTICIPATES?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 13 7/13/2017
Who participates in the CISMPO Course?
• The CISMPO course is for participants with job titles such as: – ISO/IEC 20000 Process owner – ISO/IEC 20000 Process manager – Process champion or evangelist – ISO/IEC 20000 Process practitioner – Process improvement manager – Business process owner – Business manager – ISO/IEC 20000 Service owner – ISO/IEC 20000 Service manager – Continual service improvement
manager
©InterProm USA – Confidential and Proprietary Information 14 7/13/2017
DO I QUALIFY?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 15 7/13/2017
Do I qualify for the CISMPO Course?
• Participating in the CISMPO course requires that you: – Possess a Foundation certificate in
ISO/IEC 20000 – Have experience with assessing,
designing, implementing and managing a process
– Have experience with project management
– Work in an organization that has, or is about to adopt service management best practices based on ISO/IEC 20000 or ITIL
©InterProm USA – Confidential and Proprietary Information 16 7/13/2017
WHAT IS TESTED?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 17 7/13/2017
What is tested during the CISMPO Course?
• You have successfully completed the CISMPO course when you: – Show evidence of actively participating
throughout the outset of the course – Have evidence of successfully
completing the pre-course and the in-course practical assignments
– Pass for the 60-minute 20-questions multiple choice certification exam
• A CISMPO certificate will be mailed to
you within four weeks after successfully completing the course
©InterProm USA – Confidential and Proprietary Information 18 7/13/2017
AND THE LOGISTICS ARE…?
Certified ISO/IEC 20000 Service Management Process Owner (CISMPO) Certification Training Course
©InterProm USA – Confidential and Proprietary Information 19 7/13/2017
What are the logistics of the CISMPO Course?
• INTERRPROM’s CISMPO course duration is three days
• The course is instructor-led and is conducted online through our virtual classroom or in-house at your location
• The certification exam is taken online adjacent to the course on the fourth day
• The course and exam fees are $1,795 (USD) per student
• Visit www.interpromusa.com to enroll for the CISMPO course
• Contact us at [email protected] for onsite courses or for more information
©InterProm USA – Confidential and Proprietary Information 20 7/13/2017
MART ROVERS AND INTERPROM
About…
©InterProm USA – Confidential and Proprietary Information 21 7/13/2017
Your Presenter
Mart Rovers
• Mart Rovers has over 35 years of experience in IT and has been consulting and training in IT Service Management and Information Security Management since 1992.
• He currently serves as the President of INTERPROM and is a Board Member of the Arizona ITSM Professionals organization.
• Mart is a certified ISO/IEC 20000 Auditor and Executive Consultant/Manager (Master).
• He holds the ITIL® v3 Expert certification along with, COBIT and ISO/IEC 27001 Professional certifications.
• He has led numerous organizations towards becoming ISO/IEC 20000 and ISO/IEC 27001 certified and is an accredited instructor for ISO/IEC 20000, ISO/IEC 27001, and ITIL training courses.
• Mart received his MBA degree in Information Analysis and holds BS degrees in Mathematics and in Marketing.
7/13/2017 ©InterProm USA – Confidential and Proprietary Information 22
About INTERPROM
Elevating Business Performance through: • Consulting, Advisory, Training and Auditing Services
• Specialty Areas: • Service Management
• E.g. ISO/IEC 20000, ITIL • Information Security Management
• E.g. ISO/IEC 27001, NIST • IT Governance
• E.g. ISO/IEC 38500, COBIT • Business Continuity Management
• E.g. ISO 22301 • Risk Management
• E.g. ISO 31000, MoR
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