IT Service Management
Unified Service Support Pro
Anglais
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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>