IT Service Management
Unified Service Support Pro
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Unified Service Support Pro
<p style="background-color:#ffffff;line-height:1.2;margin-bottom:0pt;margin-top:0pt;padding:0pt 0pt 10pt;" dir="ltr" id="docs-internal-guid-9713bd13-7fff-4edb-803e-617bd40e1d8f">The “<strong>Trusted Unified Services Support Pro</strong>.” certification program validates the following skills units in a context of unified cloud & on-premise service management:</p><div style="margin-left:0pt;" dir="ltr" align="left"><table style="border-collapse:collapse;"><tbody><tr style="height:0pt;"><td style="background-color:#efefef;border:1px solid #000;min-width:280px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Skills units</p></td><td style="background-color:#efefef;border:1px solid #000;min-width:270px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Situational skills to demonstrate</p></td></tr><tr style="height:32.75771971496431pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Enabling customer satisfaction </strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Measure and improve customer and user satisfaction by focusing on service value.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Involving support teams</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Collaborate and involve all support staff.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Driving support activities</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Define and organize support activities (service center, incident, service request, etc.).</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Managing support performance</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Meet service commitments and optimize the efficiency of support activities.</p></td></tr><tr style="height:36.13378906250001pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Enabling support innovation </strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:6pt;margin-top:0pt;" dir="ltr">Adopt and encourage the use of innovative solutions in support activities. </p></td></tr></tbody></table></div>
<p style="background-color:#ffffff;line-height:1.2;margin-bottom:0pt;margin-top:12pt;padding:0pt 0pt 6pt;" dir="ltr" id="docs-internal-guid-f7e1ef6a-7fff-6d33-51f7-ee162c804d1f"><strong>Target audience </strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Including but not limited to: </p><ul><li>Service center manager, support technician, service owner, support professional... ;</li><li>Any professional or team involved in support activities</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:0pt;margin-top:0pt;padding:0pt 0pt 6pt;" dir="ltr"><strong>Prerequisites </strong></p><p style="background-color:#ffffff;line-height:1.2;margin-bottom:11pt;margin-top:0pt;" dir="ltr">For professionals wishing to validate their skills as Support professional in a context of unified cloud & on-premise service management, it is recommended to:</p><ul><li>Have received training in the fundamentals of service management (ITIL4, FITSM, VeriSM)</li><li>Have at least 1 year's experience in service support and client relationship management roles</li></ul>
<p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-be1de6f0-7fff-8ced-a9e2-66c3818ad692">There are 2 ways of validating the skills units associated with the Trusted Unified Services Support Pro. program.</p><p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr"><strong>Via a Jury: </strong></p><p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr">Candidates are assessed during a one-day jury session on all the skills units. The day is punctuated by a one-to-one discussion with the assessor on the production achieved during the day.</p><p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr"><strong>Via unitary validation of skill units: </strong></p><p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr"> For greater flexibility, candidates can also validate the units of their choice via online assessments, to be completed independently.</p>
<p><style type="text/css"></style>The assessments (jury & unitary) for this Trusted Unified Service Support Pro. program are carried out by the following reference experts: </p><table valign="top"><tbody><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/MR.png" width="75" height="76" data-entity-type="file" data-entity-uuid="f24aec0b-21ff-47ae-ad4c-186973901bc0" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Marielle RIBET</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/fr_flag_ico2.png" width="20" height="15" data-entity-type="file" data-entity-uuid="e8ba4f74-f642-4d93-98af-5fb23a1b617d" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & UNIFIED SM</p></td></tr></tbody></table>
IT Service Management
Enabling Customer Satisfaction
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Enabling Customer Satisfaction
<p class="text-align-justify" style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-a61e5db2-7fff-d5c8-0272-961a2482212a"> </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-1b39b144-7fff-928e-67fc-e99e173d7c95">The skills assessment associated with the "<strong>Enabling Customer Satisfaction</strong>" unit validates the following competencies, in a variety of today's operational situations:<br> </p><div style="margin-left:0pt;" dir="ltr" align="left"><table style="border-collapse:collapse;"><tbody><tr style="height:0pt;"><td style="background-color:#efefef;border:1px solid #000;min-width:280px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">SFIA competencies *</p></td><td style="background-color:#efefef;border:1px solid #000;min-width:270px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Situational skills to demonstrate</p></td></tr><tr style="height:32.75771971496431pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Service Level Management</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Understand and identify the elements of service quality and service level commitments.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Mesure</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Measure user satisfaction.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Customer service support</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Offer the right support access channels and improve the customer experience.</p></td></tr></tbody></table><p style="font-size:12px;padding-top:10px;"><meta charset="utf-8">(*) Contact us to have these skills mapped to other skills frameworks (eg. eCF, ROME4).</p></div>
<p style="line-height:1.3800000000000001;margin-bottom:6pt;margin-top:6pt;" dir="ltr" id="docs-internal-guid-469a3882-7fff-b7e9-c2ed-ba8c9b32bc32"><strong>Target audience </strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Including but not limited to: </p><ul><li>Service center manager, Support technician, Service owner, Support professional, etc.</li><li>Any professional or team involved in support activities.</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Knowledge of the basic concepts and techniques of service management. </li><li>Have initial experience in service support activities (meeting service commitments, incidents, etc.).</li><li>Being interested in service commitments and customer experience.</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-8d2ffb98-7fff-daf7-8f2a-56d176ef2e8e">The skills associated with the "Enabling customer satisfaction" unit are assessed as follows: <br> </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Type of assessment: </strong></p><ul><li>Written submission based on a case study (with "guided" open questions)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Validation criteria:</strong></p><ul><li>Completeness of response and selection of relevant tools / techniques (20%)</li><li>Consideration of the particularities of the scenario (40%)</li><li>Argumentation (40%)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Submission review / 2nd chance:</strong></p><ul><li>As part of an assessment during a Jury day: <br>- Candidates are given time with their assessor to present their submission and make any necessary additions, particularly if it does not meet the validation criteria.</li><li>In the case of Unitary assessment, carried out independently online : <br>- Candidates whose submission only partially satisfies the validation criteria receive initial feedback from their assessor in the days following submission of their work, with advice on how to revise their work and resubmit it within 5 days.</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Evaluation report & Badge:</strong></p><ul><li>In the days following the final submission of their work, candidates receive an individual evaluation report.</li><li>Successful candidates receive a "Skill Verified" and/or "Trusted Pro" badge (when all units of the same program are validated), to be added to their Credly wall.</li></ul>
<p><style type="text/css"></style>The assessments (jury & unitary) of this skill are carried out by the following experts:</p><table valign="top"><tbody><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/MR.png" width="75" height="76" data-entity-type="file" data-entity-uuid="f24aec0b-21ff-47ae-ad4c-186973901bc0" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Marielle RIBET</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/fr_flag_ico2.png" width="20" height="15" data-entity-type="file" data-entity-uuid="e8ba4f74-f642-4d93-98af-5fb23a1b617d" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & UNIFIED SM</p></td></tr></tbody></table>
IT Service Management
Involving Support Teams
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Involving Support Teams
<p class="text-align-justify" style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-fa76b401-7fff-feac-0474-097bb4e5b9d7"><meta charset="utf-8"></p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-ccb56059-7fff-e5cf-1984-61a40343c31d">The skills assessment associated with the "<strong>Involving Support Teams</strong>” unit validates the following competencies, in a variety of today's operational situations:<br> </p><div style="margin-left:0pt;" dir="ltr" align="left"><table style="border-collapse:collapse;"><tbody><tr style="height:0pt;"><td style="background-color:#efefef;border:1px solid #000;min-width:280px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">SFIA competencies *</p></td><td style="background-color:#efefef;border:1px solid #000;min-width:270px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Situational skills to demonstrate</p></td></tr><tr style="height:32.75771971496431pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Stakeholder relationship management</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Understand and be part of a support organization. Communicate appropriately.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Supplier management</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Activate the right escalations to speed up user response.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Organisational facilitation</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Show teamwork and collaboration.</p></td></tr></tbody></table><p style="font-size:12px;padding-top:10px;"><meta charset="utf-8">(*) Contact us to have these skills mapped to other skills frameworks (eg. eCF, ROME4).</p></div>
<p style="line-height:1.3800000000000001;margin-bottom:6pt;margin-top:6pt;" dir="ltr" id="docs-internal-guid-04e1e13b-7fff-1e5a-527f-2981af991e85"><strong>Target audience </strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Including but not limited to: </p><ul><li>Service center manager, Support technician, Service owner, Support professional, etc.</li><li>Any professional or team involved in support activities.</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Knowledge of the basic concepts and techniques of service management. </li><li>Have initial experience in service support activities (meeting service commitments, incidents, etc.).</li><li>Being interested in service commitments and customer experience.</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">The skills associated with the "Involving support teams" unit are assessed as follows: <br> </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Type of assessment: </strong></p><ul><li>Written submission based on a case study (with "guided" open questions)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Validation criteria:</strong></p><ul><li>Completeness of response and selection of relevant tools / techniques (20%)</li><li>Consideration of the particularities of the scenario (40%)</li><li>Argumentation (40%)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Submission review / 2nd chance:</strong></p><ul><li>As part of an assessment during a Jury day: <br>- Candidates are given time with their assessor to present their submission and make any necessary additions, particularly if it does not meet the validation criteria.</li><li>In the case of Unitary assessment, carried out independently online : <br>- Candidates whose submission only partially satisfies the validation criteria receive initial feedback from their assessor in the days following submission of their work, with advice on how to revise their work and resubmit it within 5 days.</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Evaluation report & Badge:</strong></p><ul><li>In the days following the final submission of their work, candidates receive an individual evaluation report.</li><li>Successful candidates receive a "Skill Verified" and/or "Trusted Pro" badge (when all units of the same program are validated), to be added to their Credly wall.</li></ul>
<p><style type="text/css"></style>The assessments (jury & unitary) of this skill are carried out by the following experts:</p><table valign="top"><tbody><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/MR.png" width="75" height="76" data-entity-type="file" data-entity-uuid="f24aec0b-21ff-47ae-ad4c-186973901bc0" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Marielle RIBET</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/fr_flag_ico2.png" width="20" height="15" data-entity-type="file" data-entity-uuid="e8ba4f74-f642-4d93-98af-5fb23a1b617d" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & UNIFIED SM</p></td></tr></tbody></table>
IT Service Management
Driving Support Activities
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Driving Support Activities
<p><meta charset="utf-8"></p><p class="text-align-justify" style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-ab1a1325-7fff-b988-0942-73769b8f1e51"><meta charset="utf-8"></p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-0b9dd0ac-7fff-7119-ca89-0845eb91eb68">The skills assessment associated with the "<strong>Driving Support Activities</strong>” unit validates the following competencies, in a variety of today's operational situations:<br> </p><div style="margin-left:0pt;" dir="ltr" align="left"><table style="border-collapse:collapse;"><tbody><tr style="height:0pt;"><td style="background-color:#efefef;border:1px solid #000;min-width:280px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">SFIA competencies *</p></td><td style="background-color:#efefef;border:1px solid #000;min-width:270px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Situational skills to demonstrate</p></td></tr><tr style="height:32.75771971496431pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Customer service support</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Receive and respond to user requests. Prioritize support tasks.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Incident management</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Manage incidents.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Network support & Application support</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Respond to service requests and user queries.</p></td></tr></tbody></table><p style="font-size:12px;padding-top:10px;"><meta charset="utf-8">(*) Contact us to have these skills mapped to other skills frameworks (eg. eCF, ROME4).</p></div>
<p style="line-height:1.3800000000000001;margin-bottom:6pt;margin-top:6pt;" dir="ltr" id="docs-internal-guid-0f9e17e9-7fff-89b6-6781-4f839a25fcf0"><strong>Target audience </strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Including but not limited to: </p><ul><li>Service center manager, Support technician, Service owner, Support professional, etc.</li><li>Any professional or team involved in support activities.</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Knowledge of the basic concepts and techniques of service management. </li><li>Have initial experience in service support activities (meeting service commitments, incidents, etc.).</li><li>Know how to apply an incident and request management process.</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">The skills associated with the "Driving support activities" unit are assessed as follows: <br> </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Type of assessment: </strong></p><ul><li>Written submission based on a case study (with "guided" open questions)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Validation criteria:</strong></p><ul><li>Completeness of response and selection of relevant tools / techniques (20%)</li><li>Consideration of the particularities of the scenario (40%)</li><li>Argumentation (40%)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Submission review / 2nd chance:</strong></p><ul><li>As part of an assessment during a Jury day: <br>- Candidates are given time with their assessor to present their submission and make any necessary additions, particularly if it does not meet the validation criteria.</li><li>In the case of Unitary assessment, carried out independently online : <br>- Candidates whose submission only partially satisfies the validation criteria receive initial feedback from their assessor in the days following submission of their work, with advice on how to revise their work and resubmit it within 5 days.</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Evaluation report & Badge:</strong></p><ul><li>In the days following the final submission of their work, candidates receive an individual evaluation report.</li><li>Successful candidates receive a "Skill Verified" and/or "Trusted Pro" badge (when all units of the same program are validated), to be added to their Credly wall.</li></ul>
<p><style type="text/css"></style>The assessments (jury & unitary) of this skill are carried out by the following experts:</p><table valign="top"><tbody><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/MR.png" width="75" height="76" data-entity-type="file" data-entity-uuid="f24aec0b-21ff-47ae-ad4c-186973901bc0" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Marielle RIBET</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/fr_flag_ico2.png" width="20" height="15" data-entity-type="file" data-entity-uuid="e8ba4f74-f642-4d93-98af-5fb23a1b617d" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & UNIFIED SM</p></td></tr></tbody></table>
IT Service Management
Managing Support Performance
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Managing Support Performance
<p class="text-align-justify" style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-c304dc9d-7fff-9a21-847c-0e1ce3014249"><meta charset="utf-8"></p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-8438a2f5-7fff-876b-ae29-90b978072aa7">The skills assessment associated with the "<strong>Managing Support Performance</strong>” unit validates the following competencies, in a variety of today's operational situations:<br> </p><div style="margin-left:0pt;" dir="ltr" align="left"><table style="border-collapse:collapse;"><tbody><tr style="height:0pt;"><td style="background-color:#efefef;border:1px solid #000;min-width:280px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">SFIA competencies *</p></td><td style="background-color:#efefef;border:1px solid #000;min-width:270px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Situational skills to demonstrate</p></td></tr><tr style="height:32.75771971496431pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Problème mangement</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Understand and participate in problem management.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Knowledge management</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Ensure the efficiency of support activities.</p></td></tr><tr style="height:34.5pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Service Level Management</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Know how to measure compliance with service commitments and implement continuous improvement actions.</p></td></tr></tbody></table><p style="font-size:12px;padding-top:10px;"><meta charset="utf-8">(*) Contact us to have these skills mapped to other skills frameworks (eg. eCF, ROME4).</p></div>
<p style="line-height:1.3800000000000001;margin-bottom:6pt;margin-top:6pt;" dir="ltr" id="docs-internal-guid-31e0a5c9-7fff-9e60-f97d-e3e8995b925d"><strong>Target audience </strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Including but not limited to: </p><ul><li>Service center manager, Support technician, Service owner, Support professional, etc.</li><li>Any professional or team involved in support activities.</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Knowledge of the basic concepts and techniques of service management. </li><li>Have initial experience in service support activities (meeting service commitments, incidents, etc.).</li><li>Participate in proactive actions to improve support operations.</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">The skills associated with the "Managing support performance" unit are assessed as follows: <br> </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Type of assessment: </strong></p><ul><li>Written submission based on a case study (with "guided" open questions)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Validation criteria:</strong></p><ul><li>Completeness of response and selection of relevant tools / techniques (20%)</li><li>Consideration of the particularities of the scenario (40%)</li><li>Argumentation (40%)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Submission review / 2nd chance:</strong></p><ul><li>As part of an assessment during a Jury day: <br>- Candidates are given time with their assessor to present their submission and make any necessary additions, particularly if it does not meet the validation criteria.</li><li>In the case of Unitary assessment, carried out independently online : <br>- Candidates whose submission only partially satisfies the validation criteria receive initial feedback from their assessor in the days following submission of their work, with advice on how to revise their work and resubmit it within 5 days.</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Evaluation report & Badge:</strong></p><ul><li>In the days following the final submission of their work, candidates receive an individual evaluation report.</li><li>Successful candidates receive a "Skill Verified" and/or "Trusted Pro" badge (when all units of the same program are validated), to be added to their Credly wall.</li></ul>
<p><style type="text/css"></style>The assessments (jury & unitary) of this skill are carried out by the following experts:</p><table valign="top"><tbody><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/MR.png" width="75" height="76" data-entity-type="file" data-entity-uuid="f24aec0b-21ff-47ae-ad4c-186973901bc0" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Marielle RIBET</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/fr_flag_ico2.png" width="20" height="15" data-entity-type="file" data-entity-uuid="e8ba4f74-f642-4d93-98af-5fb23a1b617d" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & UNIFIED SM</p></td></tr></tbody></table>
IT Service Management
Enabling Support Innovation
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Enabling Support Innovation
<p class="text-align-justify" style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-c60fc0d9-7fff-5c8b-0238-d30b5c52ce9f"><meta charset="utf-8"></p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-a038d2d3-7fff-8468-61d1-175ae5739ee5">The skills assessment associated with the "Enabling support innovation” unit validates the following competencies, in a variety of today's operational situations:<br> </p><div style="margin-left:0pt;" dir="ltr" align="left"><table style="border-collapse:collapse;"><tbody><tr style="height:0pt;"><td style="background-color:#efefef;border:1px solid #000;min-width:280px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">SFIA competencies*</p></td><td style="background-color:#efefef;border:1px solid #000;min-width:270px;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="font-size:14px;font-style:normal;font-weight:300;margin-bottom:0pt;margin-top:0pt;" dir="ltr">Situational skills to demonstrate</p></td></tr><tr style="height:32.75771971496431pt;"><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-top:0;" dir="ltr"><strong>Innovation</strong></p></td><td style="border:1pt solid #000000;overflow-wrap:break-word;overflow:hidden;padding:5pt;vertical-align:top;"><p style="line-height:1.2;margin-bottom:0pt;margin-right:9pt;margin-top:0pt;" dir="ltr">Use agile techniques and principles in support, study the benefits of AI for support activities, understand the benefits of service virtualization for support, optimize support team collaboration (chatops).</p></td></tr></tbody></table><p style="font-size:12px;padding-top:10px;"><meta charset="utf-8">(*) Contact us to have these skills mapped to other skills frameworks (eg. eCF, ROME4).</p></div>
<p style="line-height:1.3800000000000001;margin-bottom:6pt;margin-top:6pt;" dir="ltr" id="docs-internal-guid-2be98aa9-7fff-a160-43e7-cd14924b2a14"><strong>Target audience </strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Including but not limited to: </p><ul><li>Service center manager, Support technician, Service owner, Support professional, etc.</li><li>Any professional or team involved in support activities.</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Knowledge of the basic concepts and techniques of service management. </li><li>Have initial experience in service support activities (meeting service commitments, incidents, etc.).</li><li>Be interested in innovation within the support.</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr">The skills associated with the "Enabling support innovation" unit are assessed as follows: <br> </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Type of assessment: </strong></p><ul><li>Written submission based on a case study (with "guided" open questions)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Validation criteria:</strong></p><ul><li>Completeness of response and selection of relevant tools / techniques (20%)</li><li>Consideration of the particularities of the scenario (40%)</li><li>Argumentation (40%)</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Submission review / 2nd chance:</strong></p><ul><li>As part of an assessment during a Jury day: <br>- Candidates are given time with their assessor to present their submission and make any necessary additions, particularly if it does not meet the validation criteria.</li><li>In the case of Unitary assessment, carried out independently online : <br>- Candidates whose submission only partially satisfies the validation criteria receive initial feedback from their assessor in the days following submission of their work, with advice on how to revise their work and resubmit it within 5 days.</li></ul><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Evaluation report & Badge:</strong></p><ul><li>In the days following the final submission of their work, candidates receive an individual evaluation report.</li><li>Successful candidates receive a "Skill Verified" and/or "Trusted Pro" badge (when all units of the same program are validated), to be added to their Credly wall.</li></ul>
<p><style type="text/css"></style>The assessments (jury & unitary) of this skill are carried out by the following experts:</p><table valign="top"><tbody><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/MR.png" width="75" height="76" data-entity-type="file" data-entity-uuid="f24aec0b-21ff-47ae-ad4c-186973901bc0" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Marielle RIBET</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/fr_flag_ico2.png" width="20" height="15" data-entity-type="file" data-entity-uuid="e8ba4f74-f642-4d93-98af-5fb23a1b617d" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & UNIFIED SM</p></td></tr></tbody></table>