eSkills training and certification are often hard to compare. They may be very specific and focused on the latest technology of one of the hardware or software suppliers, or more generic and providing overview of a field like architecture, business analysis or information security.One solution for this enigma is comparing learning outcomes with the e-competences defined in the e-Competence Framework e-CF and with the ICT Profiles of the CEN Workshop on ICT Skils. This is the core idea of the Certification Profiles listed below.
A Certification Profile contains the core information about an eSkills related certificate and shows which e-competencies match with obtaining the certificate and compares those with the most relevant ICT-profiles.
|Title||EXIN IT Service Management Foundation based on ISO/IEC 20000|
|Description||The EXIN IT Service Management Foundation certificate describes the key information and concepts for IT Service Management as well as their relationships with other areas of information management. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within Service Management. Emphasis is on the service management system (SMS) and service management processes, specifically the core concepts and basic terminology of IT service management based on ISO/IEC 20000:2011.|
- Everyone playing a role or having an interest in IT service management
|Corresponding ICT profiles||
- SERVICE MANAGER
- SERVICE DESK AGENT
- Introduction to IT Service Management
- The Service Management System (SMS)
- Service Design and Transition
- The service delivery processes and their relationships
- The relationship processes and their relationships
- The resolution processes and their relationships
- The control processes and their relationships
|Competence covered with this certificate||Competence from the ICT Profiles|
|e-CF competency||Level||G/P/S||SERVICE MANAGER||SERVICE DESK AGENT|
|A.2 Service Level Management||3||P||4|
|C.1 User Support||1||P||2|
|C.2 Change Support||2||P|
|C.3 Service Delivery||1||P||3||1|
|C.4 Problem Management||2||P||4||2|
|D.8 Contract Management||4|
|D.9 Personnel Development||2||S||3|
|E.4 Relationship Management||3||S|
|E.5 Process Improvement||3||S|
|E.6 ICT Quality Management||3||P|
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Any mapping to the e-CF will have to deal with cases where the e-competence at hand, e.g. in a learning outcome, does not fit the description in the e-CF to its full extend. Here we used a grading (G/P/S) such that for e-competency:
For each e-competency the G (General), P (Partial) and S (Superficial) indicate the extend the competency is covered by the certificate:
Someone with this certificate will most likely have the competence.
The content of the requirements for the certificate match with the description of the competence but some parts of the competence are missing (e.g. no evidence of some of the practical skills).
The content of the requirements mentions parts of the competence description, but there is no evidence that obtaining the certificate will show possession of this competence.
The methodology behind the Certification Profiles has been developed during the eSkills Quality study for the European Commission. The final report of this study is available here.