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Test specifications
Author:
Francisco Petour Goycoolea
Available Language(s):

English

Questions:

20 questions

Suggested timelimit:

20 minutes

Chapters

Key IT Service Management Concepts

Creation, Delivery, and Support of Services

Value Management for Clients and Stakeholders

Practices and Processes for Service Management

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Information technology service management (ITSM) Assessment Test: How it is structured and how it can help you hire your best candidate

Information technology service management (ITSM) is a process-based discipline, focused on aligning IT services with business needs, emphasizing the benefits that the end customer can perceive.

 ITSM uses a collection of components focused on end-to-end services using different frameworks such as the Information Technology Infrastructure Library (ITIL) or eSCM (enabled Service Capability Model).

Before hiring a professional for the different roles of IT Service Management such as Service Managers, Process Managers (Incidents, problems, changes, etc.), and support personnel, it is important to evaluate how they connect their knowledge with the challenges of the day. a day of their respective roles. This test, with its adequate level of scope and depth, is the appropriate tool to assess the competencies of the candidates.

Which use cases can customers have for this test? / Who can users use the test?

IT Service Management is a discipline adopted by most organizations that aspire to create value for their customers. It is important that professionals can connect their knowledge with the challenges of day-to-day. Using this evaluation test you will be able to evaluate multiple applicants and shortlist the best from a pool of good candidates.

Which areas (chapters) will be covered in the test, and why was it chosen that way?

Key IT Service Management Concepts
The value of IT services to customers can only be understood if their anatomy is known. Concepts such as Value Creation, Costs, Risks, Results, and Outputs are key to ensuring it. The value must also be guaranteed through Processes and Practices such as Availability, Continuity, Capacity, and Security Management of services. This section challenges the applicant to apply these concepts to concrete situations.

Creation, Delivery, and Support of Services
Coordination, prioritization, structuring of work and activities to create, deliver and support IT services must be addressed in three dimensions: People, Processes, and Infrastructure. This section assesses the applicant's conceptual strength in terms of the services value chain and their ability to apply this knowledge in specific situations.

Value Management for Clients and Stakeholders
Understanding the needs and expectations of stakeholders is critical to realizing the value of IT services. Usually, we grapple with competing goals and requirements that must be balanced, and to do so we must cultivate relationships and understand the dynamics of the customer experience. Additionally, the practices of Service Level Management and Continuous Improvement are key in managing value for stakeholders. This section assesses the applicant's conceptual knowledge of practices such as Service Level Management (SLM) and Continuous Improvement (CSI), Value Stream Mapping (VSM), and Customer Journey Mapping. The applicant is evaluated challenging him to apply his knowledge to concrete situations.

Practices and Processes for Service Management
The processes and practices are like a toolbox to implement different value streams. This section mainly evaluates the processes and practices included in a user support value stream, such as Service Desk, Incident Management, Requirements, Problems, and Changes.

Made by one of the leading experts

Francisco Petour Goycoolea

Official ITIL Expert
Founder and Director

In my 20 years of experience with ITIL I have shared with exceptional professionals who have catapulted IT services in their organizations. Now I see in Kandio an opportunity to help their clients find them.