CSME® CERTIFIED SERVICE MANAGEMENT ENGINEER

CSME® CERTIFIED SERVICE MANAGEMENT ENGINEER

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CSME®  CERTIFIED SERVICE MANAGEMENT ENGINEER

Introduction

Certified Service Management Engineer developed by Certificore for service management  professionals who wants to certify their skills.

Target Group/Audience

This qualification is the advanced of the service management certification scheme is aimed at anyone working within an organization (internally or externally) who may require to have and demonstrate a solid knowledge and understanding of the service management and its application. The certification can also cater for candidates seeking personal certification, also in regards to their knowledge and understanding of the requirements and the content of the best practice.

This qualification will provide the advanced level of knowledge to its holders and will certify that they have a solid understanding of the standard and its content.
Note that this qualification provides the advanced level of knowledge for:

  1. IT Service Teams
  2. IT Management Teams
  3. IT Operation Teams
  4. ITSM Consultants

Learning Objectives 

Candidates will be introduced to the principles and core elements of the ITSM, and more specifically:

  1. Service Management Methods & Frameworks
  2. Service Management Practices
  3. Service Management Tools and Technologies
  4. Service Management Platforms & Suites
  5. Service Management System Implementation
  6. Service Management Assessment and Measurement

Examination 

CSME Certification Exam is designed to validate a candidate’s knowledge of the contents and requirements of the service management and will allow for further development along the service management certification path. The CSME exam focuses on the following two (2) categories in the cognitive domain ofBloom’s taxonomy:
 Knowledge
 Comprehension

Entry Criteria/Training Requirements 

No specific entry criteria exist for candidates of the CSME examination. However, it is strongly recommended that candidates have at least a basic knowledge of service management concepts and terminology and have undergone some formal training on the subject with a proposed duration of 16 hours. A detailed breakdown of these training hours, per topic area is provided in the syllabus section.

Assessment Approach 

The assessment approach used for the CSME certification focuses on the two basic categories of Knowledge and Comprehension. Knowledge is defined as recalling previously learned material, from facts to theories and represents the lowest level of learning outcomes in the cognitive domain. Such learning outcomes are turned in assessment objectives that include knowing and recalling such as:

 Common and/or basic terms, definitions, concepts and principles of service management

 Specific service management requirements and facts

 Service management methods and tools

Delivery Paper based
Type40 Multiple choice questionsSingle answer, one of four possible answers Each question is awarded one (1) mark
Duration1 hour (60 minutes)
For non-native speakers or candidates with a disability, an additional 15 minutes of extra time is allowed.
Pass Mark65% (26/40)
Invigilator / ProctorYes . Physical or Web proctoring
Open BookYes
PrerequisitesNone
Certification validityN/A

Comprehension is the lowest level of understanding and entails the ability to grasp the meaning of the material taught, including some sort of interpretation, translation or estimation during the process. Such learning outcomes and in turn assessment objectives go beyond simply recalling information and may include:

 Understanding facts, concepts and principles

 Interpreting material (i.e. charts, graphs, text)

 Justifying a Process, procedure and assessment method

The assessment incorporates the above learning outcomes as it uses assessment objectives that cater for the above cognitive domain categories.

Examination Format 

The tests are derived from a regularly updated question test bank (QTB) based on the test specification detailed below. Questions are used interchangeably among test sets. The overall difficulty level of each test is the same with any other test. A candidate is never assigned the same test in the case of multiple examination attempts.

Detailed Syllabus 

The syllabus contains references to the service management domain and is structured into sections relating to major subject headings and numbered with a single digit section number.

The recommended training hours, per Syllabus Category are also provided in this table.

At the end of the training session, allow 30 minutes for the candidates to familiarize themselves with the exam process and the sample questions.

An additional hour could be provided for the sample test and/or answering the sample test for better preparation of the exam.

Syllabus details for CSME Certification and Training :

CATEGORYREFKNOWLEDGE SET 
CSME 1.1 Service Management Methods & Frameworks  CSME-1.1.1Frameworks for Service Management 
 CSME-1.1.2 Standarts for Service Management 
 CSME-1.1.3Methods of Service Management 
 CSME-1.1.4Service Management Essential Practices 
 CSME-1.1.5Relations of Service Management and Other Frameworks  
Proposed Training Time: 120 minutes
CSME-1.2Service Management Practices CSME-1.2.1 Strategy Practices 
 CSME-1.2.2 Design Practices 
 CSME-1.2.3Production Practices 
 CSME-1.2.4Delivery Practices 
 CSME-1.2.5Maintenance Practices 
 CSME-1.2.6Implementation Practices 
 CSME-1.2.7Technology Practices 
Proposed Training Time: 240 minutes
CSME-1.3Service Management Tools and Technologies CSME-1.3.1 Essential Tools (Must Have) 
 CSME-1.3.2 Complimentary Tools  
 CSME-1.3.3 Advanced Tools 
 CSME-1.3.4 Tool Selection Criterias 
Proposed Training Time: 120 minutes
CSME-1.4Service Management Platforms & Suites CSME-1.4.1 ITSM Platforms & Suites 
 CSME-1.4.2 ITSM Platform Components  
 CSME-1.4.3 ITSM Integrated Sub Components 
 CSME-1.4.4 ITOM and ITAM components to be integrated to ITSM 
 CSME-1.4.5 Service Desk Implementation 
 CSME-1.4.6Incident Management Implementation 
 CSME-1.4.7Problem Management Implementation 
 CSME-1.4.8Change Management Implementation 
 CSME-1.4.9Asset Management Implementation 
 CSME-1.4.10CMDB Implementation 
 CSME-1.4.11Service Level Management Implementation 
 CSME-1.4.12Service Catalog and Request Management Implementation 
 CSME-1.4.13Reporting and Service Analytics Implementation 
 CSME-1.4.17Customization Issues  
 CSME-1.4.18Platform Comparisons 
Proposed Training Time: 240 minutes
CSME-1.5Service Management System Implementation  CSME-1.5.1  SM Implementation Principles 
 CSME-1.5.2SM Implementation Method 
 CSME-1.5.3SM Implementation Organizational Change 
 CSME-1.5.4SM Implementation Cultural Reqirements 
 CSME-1.5.5SM Implementation Roles and Responsibilities 
 CSME-1.5.6SM Implementation Problems and Fail Reasons 
Proposed Training Time: 120 minutes 
CSME-1.6Service Management Assessment and Measurement CSME-1.6.1 How to assess SM Maturity 
 CSME-1.6.2 Measurement Methods 
 CSME-1.6.3Service Measurement and Performance Metrics 
 CSME-1.6.4Service Measurement Tools 
 CSME-1.6.5Process Measurement Tools 
 CSME-1.6.6BI and SM Reporting Tools 
 Proposed Training Time: 120 minutes

Test SpecificationThe examination will consist of five (5) sections with the following structure:

CATEGORYDESCRIPTIONEXAM (%)
1CSME 1.1 Service Management Methods & Frameworks5.0%
2CSME-1.2 Service Management Practices20.0%
3CSME-1.3 Service Management Tools and Technologies20.0%
4CSME-1.4 Service Management Platforms & Suites20.0%
5CSME-1.5 Service Management System Implementation20.0%
6CSME-1.6 Service Management Assessment and Measurement15.0%
TOTAL100 %

Recommended Reading for Certification Exam Preperation

  1. VeriSM™ – A service management approach for the digital age by Claire Agutter , Randy Steinberg , Rob England
  2. ITIL Foundation: ITIL 4 Edition by AXELOS Limited
  3. ITIL® Practitioner Guidance  by AXELOS , The Stationery Office
  4. ITIL Service Strategy (ITIL Lifecycle Suite) 2nd Edition, by AXELOS
  5. ITIL Continual Service Improvement (ITIL Lifecycle Suite) 2011 ed. Edition, by AXELOS
  6. ITIL Service Transition (ITIL Lifecycle Suite) 2011 ed. Edition, by AXELOS
  7. ITIL Service Design (ITIL Lifecycle Suite) 2nd Edition,  by AXELOS
  8. ITIL Service Operation (ITIL Lifecycle Suite) 2011 ed. Edition, by AXELOS
  9. Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It Senior Executives Kindle Editio by Randy A. Steinberg
  10. Organizing Itsm: Transitioning the It Organization from Silos to Services with Practical Organizational Change by Randy A. Steinberg
  11. High Velocity Itsm: Agile It Service Management for Rapid Change in a World of Devops, Lean It and Cloud Computing by Randy A. Steinberg
  12. Implementing Itsm: From Silos to Services: Transforming the It Organization to an It Service Management Valued Partner  by Randy A. Steinberg
  13. Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure by Randy A. Steinberg
  14. Applying ITSM: A Real world ITSM implementation Paperback – March 19, 2018 by Ahmed Hussein
  15. Metrics for IT Service Management by Peter Brooks
  16. Service Management Online: Creating a Successful Service Request Catalogue  by Phyllis Drucker
  17. ITSM 2.0 A Complete Guide – 2019 Edition Paperback – March 18, 2019 by Gerardus Blokdyk
  18. Delivering ITSM for Business Maturity: A Practical Framework (Emerald Points)  by Beverly Weed-Schertzer
  19. ITSM Tools Third Edition  by Gerardus Blocky

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