2. Managing
Service Management Skills
with the e-CF
ITSMF.ES, Madrid, December 2012
Lex Hendriks

3. 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)

4. 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

5. Talent matters

6. Professionalism is an Asset
1. Not my responsibility (40%)
2. No understanding of business
impact and priority (35%)
3. Internally focused (34%)
4. Blame culture (27%)
5. Throwing solutions over the
wall, hoping that people will use
them (26%)
Source: ABC Workbook

7. ISO/IEC 20000
4.4.2 Human resources
The service provider's personnel performing work affecting conformity to
service requirements shall be competent on the basis of appropriate
education, training, skills and experience. The service provider shall:
a) determine the necessary competence for personnel;
b) where applicable, provide training or take other actions to achieve the
necessary competence;
c) evaluate the effectiveness of actions taken;
d) ensure that its personnel are aware of how they contribute to the
achievement of service management objectives and the fulfillment of service
requirements;
e) maintain appropriate records of education, training, skills and experience.

8. Skills Gap
• eSkills Shortage in EU
• 2/3 missing competences
• Knowledge is necessary,
not sufficient
• Professionalism as common
goal and interest

9. 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 …

10. Making talent visible

11. Changing competence requirements
• New technology
• Disrupting technology
• IT as a commodity
• IT as driver of innovation

12. 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

13. Professional progression
• Development paths based on
Knowledge+
– Influence
– Responsibility
– Expertise
• Need to show results
– Deliverables
– Certificates

14. Describing Competencies with e-CF

15. The Background of e-CF
• Standardization
• ‘Unifying’ existing frameworks:
– CGREF
– SFIA
– AITTS
• ‘Competition is global’

16. 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

17. Service Level Management in e-CF

18. 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

19. E-CF and IT Service Management

20. eSkill Role Profiles
• 23 ‘ICT’ Profiles
• Based e-CF
• Use as example for
mapping
• Basis for refined role
descriptions

21. 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

22. ITSM Competencies and Profiles

23. Competence Profiles and Role Descriptions
Compare, combine, add and ament

24. Assessing Training and Certification

25. Lifelong learning
• More about what you can than
what you learned
• Recognition of experience
• Learning by Doing
• Side Entry Routes

26. Compass through the Certification Jungle
 Compare with Roles
 Compare certificates
 Use in Self-Assessment

28. Competence Management and ‘ABC of ITSM’

29. Culture
 Competence v.s. Position
 Quality as Learning Together
 From Technology to
 People
 Process
 Service
 Customer

30. Professional Attitude
 Learning
 From mistakes
 From colleagues
 From customers
 Caring for the product, the
service and the process
 Sharing
 Knowledge, experience

31. Professional Behavior
 Taking responsibility
 Looking for solutions for
customers, fitting business
processes
 Communicating, not only
talking

32. Professional Competence Development

33. Competent People are Key
 Know what to do
 Cooperative
 More Brains,
Less Rules
 Flexible
 Innovative
 Competitive

34. 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