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Managing service management skills

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Managing service management skills

  1. 1. ManagingService Management Skills with the e-CF ITSMF.ES, Madrid, December 2012 Lex Hendriks
  2. 2. Speaker Bio & Company Information• Lex Hendriks Business Knowledge Consultant EXIN• EXIN International 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)
  3. 3. 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
  4. 4. Talent matters
  5. 5. Professionalism is an Asset1. 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
  6. 6. ISO/IEC 200004.4.2 Human resourcesThe service providers personnel performing work affecting conformity toservice requirements shall be competent on the basis of appropriateeducation, 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 thenecessary competence;c) evaluate the effectiveness of actions taken;d) ensure that its personnel are aware of how they contribute to theachievement of service management objectives and the fulfillment of servicerequirements;e) maintain appropriate records of education, training, skills and experience.
  7. 7. Skills Gap • eSkills Shortage in EU • 2/3 missing competences • Knowledge is necessary, not sufficient • Professionalism as common goal and interest
  8. 8. 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 …
  9. 9. Making talent visible
  10. 10. Changing competence requirements• New technology• Disrupting technology• IT as a commodity• IT as driver of innovation
  11. 11. 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
  12. 12. Professional progression• Development paths based on Knowledge+ – Influence – Responsibility – Expertise• Need to show results – Deliverables – Certificates
  13. 13. Describing Competencies with e-CF
  14. 14. The Background of e-CF• Standardization• ‘Unifying’ existing frameworks: – CGREF – SFIA – AITTS• ‘Competition is global’
  15. 15. The e-CF Basics• Based on a shared Competence: a demonstrated ability to understanding of apply competence knowledge, skills and attitudes for achieving observable results• 36 competencies structures by area, level and examples of knowledge and skills• 5 e-Competence Levels related to 8 EQF levels
  16. 16. Service Level Management in e-CF
  17. 17. 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
  18. 18. E-CF and IT Service Management
  19. 19. eSkill Role Profiles• 23 ‘ICT’ Profiles• Based e-CF• Use as example for mapping• Basis for refined role descriptions
  20. 20. 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
  21. 21. ITSM Competencies and Profiles
  22. 22. Competence Profiles and Role DescriptionsCompare, combine, add and ament
  23. 23. Assessing Training and Certification
  24. 24. Lifelong learning• More about what you can than what you learned• Recognition of experience• Learning by Doing• Side Entry Routes
  25. 25. Compass through the Certification Jungle  Compare with Roles  Compare certificates  Use in Self-Assessment
  26. 26. Competence Management and ‘ABC of ITSM’
  27. 27. Culture Competence v.s. Position Quality as Learning Together From Technology to  People  Process  Service  Customer
  28. 28. Professional Attitude Learning  From mistakes  From colleagues  From customers Caring for the product, the service and the process Sharing  Knowledge, experience
  29. 29. Professional Behavior Taking responsibility Looking for solutions for customers, fitting business processes Communicating, not only talking
  30. 30. Professional Competence Development
  31. 31. Competent People are Key Know what to do Cooperative More Brains, Less Rules Flexible Innovative Competitive
  32. 32. 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: lex.hendriks@exin.com •Web: www.exin.com •Twitter: @lexexin