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:
- IT Service Teams
- IT Management Teams
- IT Operation Teams
- ITSM Consultants
Learning Objectives
Candidates will be introduced to the principles and core elements of the ITSM, and more specifically:
- Service Management Methods & Frameworks
- Service Management Practices
- Service Management Tools and Technologies
- Service Management Platforms & Suites
- Service Management System Implementation
- 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 |
| Type | 40 Multiple choice questionsSingle answer, one of four possible answers Each question is awarded one (1) mark |
| Duration | 1 hour (60 minutes) For non-native speakers or candidates with a disability, an additional 15 minutes of extra time is allowed. |
| Pass Mark | 65% (26/40) |
| Invigilator / Proctor | Yes . Physical or Web proctoring |
| Open Book | Yes |
| Prerequisites | None |
| Certification validity | N/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 :
| CATEGORY | REF | KNOWLEDGE SET | |
| CSME 1.1 Service Management Methods & Frameworks | CSME-1.1.1 | Frameworks for Service Management | |
| CSME-1.1.2 | Standarts for Service Management | ||
| CSME-1.1.3 | Methods of Service Management | ||
| CSME-1.1.4 | Service Management Essential Practices | ||
| CSME-1.1.5 | Relations 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-1.2.3 | Production Practices | ||
| CSME-1.2.4 | Delivery Practices | ||
| CSME-1.2.5 | Maintenance Practices | ||
| CSME-1.2.6 | Implementation Practices | ||
| CSME-1.2.7 | Technology 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-1.4.6 | Incident Management Implementation | ||
| CSME-1.4.7 | Problem Management Implementation | ||
| CSME-1.4.8 | Change Management Implementation | ||
| CSME-1.4.9 | Asset Management Implementation | ||
| CSME-1.4.10 | CMDB Implementation | ||
| CSME-1.4.11 | Service Level Management Implementation | ||
| CSME-1.4.12 | Service Catalog and Request Management Implementation | ||
| CSME-1.4.13 | Reporting and Service Analytics Implementation | ||
| CSME-1.4.17 | Customization Issues | ||
| CSME-1.4.18 | Platform Comparisons | ||
| Proposed Training Time: 240 minutes | |||
| CSME-1.5Service Management System Implementation | CSME-1.5.1 | SM Implementation Principles | |
| CSME-1.5.2 | SM Implementation Method | ||
| CSME-1.5.3 | SM Implementation Organizational Change | ||
| CSME-1.5.4 | SM Implementation Cultural Reqirements | ||
| CSME-1.5.5 | SM Implementation Roles and Responsibilities | ||
| CSME-1.5.6 | SM 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-1.6.3 | Service Measurement and Performance Metrics | ||
| CSME-1.6.4 | Service Measurement Tools | ||
| CSME-1.6.5 | Process Measurement Tools | ||
| CSME-1.6.6 | BI and SM Reporting Tools | ||
| Proposed Training Time: 120 minutes |
Test SpecificationThe examination will consist of five (5) sections with the following structure:
| CATEGORY | DESCRIPTION | EXAM (%) |
| 1 | CSME 1.1 Service Management Methods & Frameworks | 5.0% |
| 2 | CSME-1.2 Service Management Practices | 20.0% |
| 3 | CSME-1.3 Service Management Tools and Technologies | 20.0% |
| 4 | CSME-1.4 Service Management Platforms & Suites | 20.0% |
| 5 | CSME-1.5 Service Management System Implementation | 20.0% |
| 6 | CSME-1.6 Service Management Assessment and Measurement | 15.0% |
| TOTAL | 100 % |
Recommended Reading for Certification Exam Preperation
- VeriSM™ – A service management approach for the digital age by Claire Agutter , Randy Steinberg , Rob England
- ITIL Foundation: ITIL 4 Edition by AXELOS Limited
- ITIL® Practitioner Guidance by AXELOS , The Stationery Office
- ITIL Service Strategy (ITIL Lifecycle Suite) 2nd Edition, by AXELOS
- ITIL Continual Service Improvement (ITIL Lifecycle Suite) 2011 ed. Edition, by AXELOS
- ITIL Service Transition (ITIL Lifecycle Suite) 2011 ed. Edition, by AXELOS
- ITIL Service Design (ITIL Lifecycle Suite) 2nd Edition, by AXELOS
- ITIL Service Operation (ITIL Lifecycle Suite) 2011 ed. Edition, by AXELOS
- Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It Senior Executives Kindle Editio by Randy A. Steinberg
- Organizing Itsm: Transitioning the It Organization from Silos to Services with Practical Organizational Change by Randy A. Steinberg
- High Velocity Itsm: Agile It Service Management for Rapid Change in a World of Devops, Lean It and Cloud Computing by Randy A. Steinberg
- Implementing Itsm: From Silos to Services: Transforming the It Organization to an It Service Management Valued Partner by Randy A. Steinberg
- Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure by Randy A. Steinberg
- Applying ITSM: A Real world ITSM implementation Paperback – March 19, 2018 by Ahmed Hussein
- Metrics for IT Service Management by Peter Brooks
- Service Management Online: Creating a Successful Service Request Catalogue by Phyllis Drucker
- ITSM 2.0 A Complete Guide – 2019 Edition Paperback – March 18, 2019 by Gerardus Blokdyk
- Delivering ITSM for Business Maturity: A Practical Framework (Emerald Points) by Beverly Weed-Schertzer
- ITSM Tools Third Edition by Gerardus Blocky
