Managing service management skills
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Transcript of Managing service management skills
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ITSMF.ES, Madrid, December 2012Lex Hendriks
Managing Service Management Skills with the e-CF
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Speaker Bio & Company Information
• Lex HendriksBusiness Knowledge Consultant EXIN
• EXINInternational Exam Institute in Information Science:– ITIL– IT Service Management based on ISO/IEC 20000– Information Security Management, Cloud, Green IT,
…• Involved in the eSkills Quality Label project (2012)
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Overview
• Why talent is what matters• How talent can be made visible• e-CF as a tool for describing competencies• e-CF and IT Service Management• Assessing Training and Certification• Competence Management and ABC of ITSM
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Talent matters
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Professionalism is an Asset
1. Not my responsibility (40%)
2. No understanding of business impact and priority (35%)
3. Internally focused (34%)
4. Blame culture (27%)
5. Throwing solutions over the wall, hoping that people will use them (26%)
Source: ABC Workbook
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ISO/IEC 20000
4.4.2 Human resourcesThe service provider's personnel performing work affecting conformity to service requirements shall be competent on the basis of appropriate education, training, skills and experience. The service provider shall:a) determine the necessary competence for personnel;b) where applicable, provide training or take other actions to achieve the necessary competence;c) evaluate the effectiveness of actions taken;d) ensure that its personnel are aware of how they contribute to the achievement of service management objectives and the fulfillment of service requirements;e) maintain appropriate records of education, training, skills and experience.
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Skills Gap
• eSkills Shortage in EU• 2/3 missing competences• Knowledge is necessary, not sufficient
• Professionalism as common goal and interest
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More Brains, Less Rules!
• Frameworks & Standards don’t work
• Quality is NOT a project, it is a journey of learning from mistakes
• Skilled people don’t like to be told• Competent people are more reliable than any Handbook ever can be
• A fool with a tool …
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Making talent visible
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Changing competence requirements
• New technology• Disrupting technology• IT as a commodity• IT as driver of innovation
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Mapping Competencies
• Bridging ‘demand and supply’ of competences
• More specific Role Profiles for HR
• Basis for Professional Development Plans
• Competence is applicable in new contexts
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Professional progression
• Development paths based on Knowledge+
– Influence–Responsibility–Expertise
• Need to show results–Deliverables–Certificates
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Describing Competencies with e-CF
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The Background of e-CF
• Standardization • ‘Unifying’ existing frameworks:
–CGREF–SFIA–AITTS
• ‘Competition is global’
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The e-CF Basics
• Based on a shared understanding of competence
• 36 competencies structures by area, level and examples of knowledge and skills
• 5 e-Competence Levels related to 8 EQF levels
Competence: a demonstrated ability to apply
knowledge, skills and attitudes for achieving observable results
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Service Level Management in e-CF
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Benefits of an e-Competence Framework
• Based on achieved observable results
• Consistency• Tracing Capabilities and Competency Gaps
Source: e-Skills and ICT Professionalism, IVI/CEPIS
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E-CF and IT Service Management
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eSkill Role Profiles
• 23 ‘ICT’ Profiles• Based e-CF• Use as example for mapping
• Basis for refined role descriptions
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Describing roles
• Role Profiles can be used for:–Evaluating capacities of
your team/organization– Individual Gap Analysis–Comparing/evaluating
certificates and experience– Identifying possible career
shifts
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ITSM Competencies and Profiles
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Competence Profiles and Role Descriptions
Compare, combine, add and ament
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Assessing Training and Certification
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Lifelong learning
• More about what you can than what you learned
• Recognition of experience• Learning by Doing• Side Entry Routes
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Compass through the Certification Jungle
Compare with Roles
Compare certificates
Use in Self-Assessment
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Competence Management and ‘ABC of ITSM’
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Culture
Competence v.s. Position
Quality as Learning Together
From Technology to People
Process
Service
Customer
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Professional Attitude
Learning From mistakes
From colleagues
From customers
Caring for the product, the service and the process
Sharing Knowledge, experience
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Professional Behavior
Taking responsibility
Looking for solutions for customers, fitting business processes
Communicating, not only talking
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Professional Competence Development
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Competent People are Key
Know what to do
Cooperative
More Brains, Less Rules
Flexible
Innovative Competitive
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Some Resources
• e-CF: http://www.ecompetences.eu/• ICT Profiles: http://www.ecompetences.eu/• eSkills Landscape: http://www.eskillslandscape.eu/
• ABC@work: http://www.abcatwork.nl/• ICT Profesionalism: http://ictprof.eu
Lex Hendriks• Email: [email protected]• Web: www.exin.com• Twitter: @lexexin
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