Objective
Professional IT service management ensures that digital services run correctly, smoothly,
and with the required performance – a decisive factor for customer satisfaction.
This five-day training with an optional certification exam on day 5 provides
detailed insight into the structure and content of the SPICE for IT Services model and its
related assessments. Participants learn to rate processes and conduct comprehensive
evaluations of the processes for managing digital service delivery at a service provider.
Training Content
- →Motivation for introducing and improving an IT service management system and its processes
- →Introduction to the ISO 330xx standard and the SPICE for IT Services model
- →In-depth coverage of the model with participant presentations
- →Detailed discussion of the assessment model's processes
- →Detailed discussion of the assessment model's capability levels
- →Introduction to document and data reviews
- →Rating of indicators and process attributes
- →Introduction to interview and documentation techniques
- →Overview of the assessment procedure
- →Mock exam to prepare for the certification exam
Target Audience
- →Individuals who want to understand and improve their organization's and suppliers' digital service management processes according to SPICE for IT Services
- →Individuals who want to first become an intacs® certified Provisional Assessor SPICE for IT Services
- →Individuals who want to extend their existing SPICE assessor certification to include this model
Prerequisites
- →At least two years of relevant full-time professional experience in IT service management, in R&D projects for software- or service-based electronic systems, or in quality-assurance-relevant processes
- →Basic knowledge of or experience in IT service management is recommended (e.g., ITIL V4 Foundation, ISO 20000-1 Foundation)
Framework & Exam
- →Maximum of 12 participants per training
- →Passing the exam is a prerequisite for participating in the ECQA certification process
