Enterprise agility
Driving Stakeholder Involvement
Anglais
Français
Job role: Product Owner
Assessment context: Hybrid Agile
Driving Stakeholder Involvement
<p><meta charset="utf-8"></p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-dded8fb1-7fff-a03a-077d-62453b7268dc">The skills assessment associated with the "<strong>Driving Stakeholder Involvement</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 border="1" cellpadding="5" cellspacing="5"><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><td><p dir="ltr"><strong>Stakeholder relationship management</strong></p></td><td><p dir="ltr">Identify, engage and manage stakeholders</p></td></tr><tr><td><p dir="ltr"><strong>Organizational change management</strong></p></td><td><p dir="ltr">Plan, design and implement change</p></td></tr><tr><td><p dir="ltr"><strong>Supplier management</strong></p></td><td><p dir="ltr">Align supplier objectives with product or service objectives and manage the relationship</p></td></tr><tr><td><p dir="ltr"><strong>Contract management</strong></p></td><td><p dir="ltr">Participate in the management of formal product or service contracts</p></td></tr><tr><td><p dir="ltr"><strong>Organizational facilitation</strong></p></td><td><p dir="ltr">Support stakeholders in product or service-related activities</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><meta charset="utf-8"></p><p style="line-height:1.3800000000000001;margin-bottom:6pt;margin-top:6pt;" dir="ltr" id="docs-internal-guid-9a543ef0-7fff-bdc9-6e82-7c7a85b93d66"><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>Product Owner, Project Manager</li><li>Any professional or team involved in stakeholders management.</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>Have participated to a Product Owner, Project management training course, or have practiced the role of Product Owner or Project manager; </li><li>Knowledge of basic project/ product management concepts;</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-6abcc0bd-7fff-e2bb-a5da-9b94bad27c7f">The skills associated with the "Driving stakeholder involvement" 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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/FH.png" width="75" height="75" data-entity-type="file" data-entity-uuid="1955d7a4-66a5-4f82-8b8b-611f9faa75e3" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Farah HEBA</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/ch-flag.png" width="20" height="15" data-entity-type="file" data-entity-uuid="6914451d-f82c-4a14-8633-033f02d8a227" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & GREEN FOR VALUE</p></td></tr></tbody></table>
Enterprise agility
Driving Product Definition
Anglais
Français
Job role: Product Owner
Assessment context: Hybrid Agile
Driving Product Definition
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-c87ee7d2-7fff-ebeb-b7f0-d5692640b1a9">The skills assessment associated with the "<strong>Driving Product Definition</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 border="1" cellpadding="5" cellspacing="5"><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><td><p dir="ltr"><strong>Product management</strong></p></td><td><p dir="ltr">Manage and develop a product or service throughout its lifecycle: creation, growth, maturity, decline and withdrawal.</p></td></tr><tr><td><p dir="ltr"><strong>Enterprise and commercial architecture</strong></p></td><td><p dir="ltr">Ensure alignment of organizational technology strategy with the product or service.</p></td></tr><tr><td><p dir="ltr"><strong>Strategic planning</strong></p></td><td><p dir="ltr">Align product or service strategy with organizational strategy.</p></td></tr><tr><td><p dir="ltr"><strong>User experience design</strong></p></td><td><p dir="ltr">Design an experience around a product or service.</p></td></tr><tr><td><p dir="ltr"><strong>Research</strong></p></td><td><p dir="ltr">Create new knowledge through data collection, innovation, experimentation and evaluation.</p></td></tr><tr><td><p dir="ltr"><strong>User experience analysis</strong></p></td><td><p dir="ltr">Understanding the context in which a product or service is used.</p></td></tr><tr><td><p dir="ltr"><strong>Organizational facilitation</strong></p></td><td><p dir="ltr">Support stakeholders in product or service-related activities.</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-17b80241-7fff-0456-6956-6e80feb82275"><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>Product Owner, Project Manager</li><li>Any professional or team involved in product definition</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"> </p><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Have participated to a Product Owner, Project management training course, or have practiced the role of Product Owner or Project manager; </li><li>Knowledge of basic project/ product management concepts;</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-ef0f5b3b-7fff-1d28-2f5e-248e22b4aed3">The skills associated with the "Driving product definition" 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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/FH.png" width="75" height="75" data-entity-type="file" data-entity-uuid="1955d7a4-66a5-4f82-8b8b-611f9faa75e3" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Farah HEBA</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/ch-flag.png" width="20" height="15" data-entity-type="file" data-entity-uuid="6914451d-f82c-4a14-8633-033f02d8a227" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & GREEN FOR VALUE</p></td></tr></tbody></table>
Enterprise agility
Managing Product Lifecycle
Anglais
Français
Job role: Product Owner
Assessment context: Hybrid Agile
Managing Product Lifecycle
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-e0c494d6-7fff-2d2c-ea3c-8cbd5e3b3c23">The skills assessment associated with the "<strong>Managing Product Lifecycle</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 border="1" cellpadding="5" cellspacing="5"><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><td><p dir="ltr"><strong>Product management</strong></p></td><td><p dir="ltr">Manage and develop a product or service throughout its lifecycle: creation, growth, maturity, decline and withdrawal.</p></td></tr><tr><td><p dir="ltr"><strong>System and software lifecycle engineering</strong></p></td><td><p dir="ltr">Facilitate a safe and reliable environment for designing, continuously improving and operating a product or service throughout its lifecycle.</p></td></tr><tr><td><p dir="ltr"><strong>Change control</strong></p></td><td><p dir="ltr">Assess the risks associated with proposed changes and ensure that changes to the product or service are controlled and coordinated.</p></td></tr><tr><td><p dir="ltr"><strong>Knowledge management</strong></p></td><td><p dir="ltr">Manage product or service knowledge to create value.</p></td></tr><tr><td><p dir="ltr"><strong>Release and deployment</strong></p></td><td><p dir="ltr">Facilitate product or service release and deployment.</p></td></tr><tr><td><p dir="ltr"><strong>Financial management</strong></p></td><td><p dir="ltr">Support the efficient use and control of financial resources.</p></td></tr><tr><td><p dir="ltr"><strong>Requirements definition and management</strong></p></td><td><p dir="ltr">Identify, specify and manage requirements from identification to implementation.</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-154f354f-7fff-4221-7ba0-0b73cbac6999"><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>Product Owner, Project Manager</li><li>Any professional or team involved in product lifecycle management</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"> </p><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Have participated to a Product Owner, Project management training course, or have practiced the role of Product Owner or Project manager; </li><li>Knowledge of basic project/ product management concepts;</li><li>Be interested in value creation and monitoring</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-e15c12c4-7fff-6221-c1f2-85208689e4e0">The skills associated with the "Managing product lifecycle" 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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/FH.png" width="75" height="75" data-entity-type="file" data-entity-uuid="1955d7a4-66a5-4f82-8b8b-611f9faa75e3" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Farah HEBA</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/ch-flag.png" width="20" height="15" data-entity-type="file" data-entity-uuid="6914451d-f82c-4a14-8633-033f02d8a227" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & GREEN FOR VALUE</p></td></tr></tbody></table>
Enterprise agility
Enabling Product Innovation
Anglais
Français
Job role: Product Owner
Assessment context: Hybrid Agile
Enabling Product Innovation
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-6601a77a-7fff-a337-3de7-99ba1407fce9">The skills assessment associated with the "<strong>Enabling Product Innovation</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 border="1" cellpadding="5" cellspacing="5"><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><td><p dir="ltr"><strong>Product management</strong></p></td><td><p dir="ltr">Manage and develop a product or service throughout its lifecycle: creation, growth, maturity, decline and withdrawal.</p></td></tr><tr><td><p dir="ltr"><strong>Innovation</strong></p></td><td><p dir="ltr">Create an environment that fosters creativity and the exploitation of opportunities.</p></td></tr><tr><td><p dir="ltr"><strong>User search</strong></p></td><td><p dir="ltr">Identify user behaviors, needs and motivations using research methods.</p></td></tr><tr><td><p dir="ltr"><strong>User experience design</strong></p></td><td><p dir="ltr">Design an experience around a product or service.</p></td></tr><tr><td><p dir="ltr"><strong>Interactivity</strong></p></td><td><p dir="ltr">Conduct fun workshops and simulations.</p></td></tr><tr><td><p dir="ltr"><strong>Test</strong></p></td><td><p dir="ltr">Investigate the product or service to assess its behavior and whether or not it meets specified requirements and characteristics.</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-6ed83f38-7fff-f9a1-7817-6ccfa4d71f66"><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>Product Owner, Project Manager</li><li>Any professional or team involved in product innovation</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"> </p><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Have participated to a Product Owner, Project management training course, or have practiced the role of Product Owner or Project manager; </li><li>Knowledge of basic project/ product management concepts;</li><li>Be interested in innovation</li></ul>
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-1a2ab15d-7fff-181e-6bef-fb7f3881bff7">The skills associated with the "Enabling Product Innovation" unit are assessed as follows: </p><p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-1a2ab15d-7fff-181e-6bef-fb7f3881bff7"> </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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/FH.png" width="75" height="75" data-entity-type="file" data-entity-uuid="1955d7a4-66a5-4f82-8b8b-611f9faa75e3" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Farah HEBA</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/ch-flag.png" width="20" height="15" data-entity-type="file" data-entity-uuid="6914451d-f82c-4a14-8633-033f02d8a227" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & GREEN FOR VALUE</p></td></tr></tbody></table>
Enterprise agility
Enabling Teamwork
Anglais
Français
Job role: Agile Coach
Assessment context: Hybrid Agile
Enabling Teamwork
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-d09113eb-7fff-f329-9fa9-d8851fa96f5a">The skills assessment associated with the "<strong>Enabling Teamwork</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>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">Support the creation and development of effective teams, developing agile principles and practices</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>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">Facilitate communication, collaboration and cohesion</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>Employee experience</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">Help the team adopt new behaviors, remain flexible and adapt to change</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="background-color:#ffffff;line-height:1.2;margin-bottom:0pt;margin-top:12pt;padding:0pt 0pt 6pt;" dir="ltr" id="docs-internal-guid-ddbf5284-7fff-2909-0a48-ee19b62c5eff"><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>Scrum Master, Agile coach, Change manager, Transformation project manager, Organizational leader</li><li>Any professional or team involved in supporting agile teams</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"> </p><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Have participated to a Scrum Master, agile coach or change agent training course (e.g. Leading SAfe), or have practiced the role of Scrum Master or change agent; </li><li>Knowledge of basic agile concepts and techniques;</li><li>Ability to facilitate agile events;</li><li>Ability to coach team self-organization.</li></ul><p style="background-color:#ffffff;line-height:1.7999999999999998;margin-bottom:0pt;margin-top:0pt;" dir="ltr"> </p><p style="background-color:#ffffff;line-height:1.7999999999999998;margin-bottom:0pt;margin-top:0pt;" dir="ltr"><strong>Topics covered in the questions</strong></p><p style="line-height:1.2;margin-bottom:3pt;margin-top:3pt;" dir="ltr">Questions will cover the following topics</p><ul><li>team building</li><li>self-managed team</li><li>high-performance team</li><li>Psychological safety environment</li><li>self-organization, decision-making and team problem-solving</li><li>conflict management</li></ul>
<p style="line-height:1.2;margin-top:0pt;" dir="ltr" id="docs-internal-guid-db25f873-7fff-502c-4905-b767fd950cf4">The skills associated with the "Enabling teamwork" unit are assessed as follows: <br> </p><p style="line-height:1.2;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-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;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-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;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-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;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><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/FH.png" width="75" height="75" data-entity-type="file" data-entity-uuid="1955d7a4-66a5-4f82-8b8b-611f9faa75e3" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Farah HEBA</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/ch-flag.png" width="20" height="15" data-entity-type="file" data-entity-uuid="6914451d-f82c-4a14-8633-033f02d8a227" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & GREEN FOR VALUE</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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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"> </p><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
Unified Service Reliability Engineer
Anglais
Français
Job role: Support professional
Assessment context: Unified SM
Unified Service Reliability Engineer
<p style="background-color:#ffffff;line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-f4d5ad06-7fff-380b-f545-636039785f81">The “<strong>Trusted Unified Services Reliability Engineer</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"><p>></p><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:43.5615234375pt;"><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 value delivery </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">Focus on all aspects of value in value-based service management (business and operations).</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>Enabling DevOps culture</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">Enable collaboration between development and service operations.</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 delivery pipeline* </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 implement a delivery pipeline.</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 value stream mapping*</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">Be part of the value production chain and contribute to its optimization.</p></td></tr><tr style="height:39.88378906250001pt;"><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 SRE & 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 site reliability engineering and other practices such as AIOps, DataOps, DevSecOps...</p></td></tr></tbody></table><p style="font-size:12px;padding-top:10px;"><meta charset="utf-8">* Shared competence with the “Trusted Unified Services Delivery Manager” program </p></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-ade6273c-7fff-62ed-d696-9d6fe894a923"><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>DevOps engineer, Developer, Infrastructure engineer, Service Delivery manager, Project manager, Tester</li><li>Any professional or team involved in service delivery and deployment activities</li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:0pt;margin-top:0pt;padding:0pt 0pt 6pt;" dir="ltr"> </p><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 DevOps 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 DevOps</li><li>Have at least 1 year's experience in DevOPS-related roles</li></ul>
<p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-3821788b-7fff-882b-9b3b-2552ceaa180c">There are 2 ways of validating the skills units associated with the Trusted Unified Services Reliability Engineer program.</p><p style="line-height:1.2;margin-bottom:10pt;margin-top:0pt;" dir="ltr"> </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"> </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 <em>Trusted Unified Service Reliability Engineer</em> 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>
Enterprise agility
Defining Product Roadmap
Anglais
Français
Job role: Product Owner
Assessment context: Hybrid Agile
Defining Product Roadmap
<p style="line-height:1.2;margin-bottom:0pt;margin-top:0pt;" dir="ltr" id="docs-internal-guid-6ee85e9e-7fff-f385-5a6a-9b88d18529e3">The skills assessment associated with the "<strong>Defining Product Roadmap</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 border="1" cellpadding="4" cellspacing="4"><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><td><p dir="ltr"><strong>Product management</strong></p></td><td><p dir="ltr">Manage and develop a product or service throughout its lifecycle: creation, growth, maturity, decline and withdrawal.</p></td></tr><tr><td><p dir="ltr"><strong>Monitoring emerging technologies</strong></p></td><td><p dir="ltr">Identify and evaluate new and emerging technologies, products and services.</p></td></tr><tr><td><p dir="ltr"><strong>Requirements definition and management</strong></p></td><td><p dir="ltr">Identify, specify and manage requirements from identification to implementation</p></td></tr><tr><td><p dir="ltr"><strong>User experience analysis</strong></p></td><td><p dir="ltr">Understanding the context in which a product or service is used</p></td></tr><tr><td><p dir="ltr"><strong>User experience design</strong></p></td><td><p dir="ltr">Design an experience around a product or service</p></td></tr><tr><td><p dir="ltr"><strong>User experience evaluation</strong></p></td><td><p dir="ltr">Validate a product or service experience against user experience objectives, metrics and targets</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-d6019f71-7fff-2cc9-7db3-ee0c820a032e"><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>Product Owner, Project Manager</li><li>Any professional or team involved in product roadmap development. </li></ul><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"> </p><p style="background-color:#ffffff;line-height:1.3800000000000001;margin-bottom:6pt;margin-top:0pt;" dir="ltr"><strong>Prerequisites </strong></p><ul><li>Have participated to a Product Owner, Project management training course, or have practiced the role of Product Owner or Project manager; </li><li>Knowledge of basic project/ product management concepts</li></ul>
<p style="line-height:1.2;margin-top:0pt;" dir="ltr" id="docs-internal-guid-8313b788-7fff-71b8-eb5a-2dac2707b9ae">The skills associated with the "Defining product roadmap" unit are assessed as follows: <br> </p><p style="line-height:1.2;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-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;margin-top:0pt;" dir="ltr"><strong>Approximate duration: </strong></p><ul><li>30 min</li></ul><p style="line-height:1.2;margin-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;margin-top:0pt;" dir="ltr"><strong>Language: </strong></p><ul><li>FR or EN</li></ul><p style="line-height:1.2;margin-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;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-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;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-top:0pt;" dir="ltr"> </p><p style="line-height:1.2;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><tr><td style="height:105px;text-align:left;vertical-align:middle;" width="80"><img src="/files/FH.png" width="75" height="75" data-entity-type="file" data-entity-uuid="1955d7a4-66a5-4f82-8b8b-611f9faa75e3" alt=""></td><td style="vertical-align:middle;"><p style="color:#C7551C;font-size:16px;margin:0;padding:0 15px;"><strong>Farah HEBA</strong> <img style="display:inline-block;height:15px;margin-left:5px;max-width:none;position:relative;top:-2px;width:20px;" src="/files/ch-flag.png" width="20" height="15" data-entity-type="file" data-entity-uuid="6914451d-f82c-4a14-8633-033f02d8a227" alt=""></p><p style="color:#053B7A;font-size:15px;margin:0;padding:0 15px;">Expert-Assessor HYBRID AGILE & GREEN FOR VALUE</p></td></tr></tbody></table>
Enterprise agility
(COMING SOON) Acting for Business Value
Anglais
Français
Job role: Agile Coach
Assessment context: Hybrid Agile
(COMING SOON) Acting for Business Value
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
Enterprise agility
(COMING SOON) Driving Change Implementation
Anglais
Français
Job role: Agile Coach
Assessment context: Hybrid Agile
(COMING SOON) Driving Change Implementation
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
Enterprise agility
(COMING SOON) Managing Change Performance
Anglais
Français
Job role: Agile Coach
Assessment context: Hybrid Agile
(COMING SOON) Managing Change Performance
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
Enterprise agility
(COMING SOON) Enabling Innovative Leadership
Anglais
Français
Job role: Agile Coach
Assessment context: Hybrid Agile
(COMING SOON) Enabling Innovative Leadership
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>
<p><em>Under construction - Available soon</em></p>