Rolf Smits & Wim Hoving 
ISM 5 Foundation Courseware – English [PDF ebook] 
The practical basis for modern IT service management and customer satisfaction

This courseware serves as the official teaching material of the ISM 5 Foundation.

The content of the ISM 5 Foundation training is fully based on the content of the standard ISM method version 5. During this training you will learn, among other things, how to apply IT service management and how to abstract and nuance service issues. In addition, you will learn how to use a process model in the context of control issues and how to gain insight into the application of the assets People, Process and Product. You will also learn how to place the influence of environmental factors in the context of service delivery (for example in an outsourced situation) and how to improve using a methodical approach according to ISM.

During the ISM Foundation training various working methods are applied, such as transfer of theory, discussion based on practical examples and practical assignments, reflection on one’s own work situation and reflection on the participant’s own contribution to service delivery.

The trainer can decide in which form and order the material from the syllabus will be covered. It is not necessary to follow the arrangement from the syllabus, but it is important that all the material from the syllabus is covered during the training. For certified trainers, a basic set of sheets is available that covers all material and includes figures from the book ‘The ISM Method.’

The recommended study load for this training around 14 hours.