BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015

Transcription

1 BCS Specialist Certificate in Business Relationship Management Syllabus Version 1.9 March 2015

2 BCS Specialist Certificate in Business Relationship Management Syllabus Contents Change History... 2 Rationale... 3 Aims and Objectives... 3 Target Group... 3 Objectives... 4 Question Weighting... 4 Eligibility for the Examination... 5 Duration and Format of the Course... 5 Duration and Format of the Examination... 5 Additional time for candidates requiring Reasonable Adjustments due to a disability... 5 Additional time for candidates whose native language is not that of the examination... 5 Excerpts from BCS books... 6 Calculators... 6 Syllabus Summary... 7 Levels of Knowledge / SFIA Levels Format of the Examination Trainer Criteria Class Room Size Recommended Reading List Copyright BCS 2015 Page 1 of 14 BCS BRM Syllabus

3 Change History Any changes made to the syllabus shall be clearly documented with a change history log. This shall include the latest version number, date of the amendment and changes made. The purpose is to identify quickly what changes have been made. Version Number and Date V1.9 March 2015 V1.8 January 2014 V1.7 October 2013 V1.6 April 2012 V1.5 February 2012 V1.4 December 2011 V1.3 August 2011 V1.2 August 2010 V1.0 June 2010 Changes Made Updated language requirements for extra time and use of dictionaries. Added in new sections for reasonable time, eligibility for the examination, format and duration of the course and BCS excerpts from books. Candidate experience reduced to two years to one. Added simple non programmable calculators can be used during the exam supplied by the candidate. Updated trainer requirements to show minimum pass rate. Removed reference to ITIL The Business Perspective particularly the Business Relationship Management sections as this was a V2 reference. References to ITIL, ISO/IEC 20000, COBIT and SFIA inserted at Rational and Reading List. Minor update to reading list entry. Removed capitalisation of words throughout syllabus where appropriate. Replaced BCS logo with BCS logo. Made it clearer that accredited training is strongly recommended but is not a pre-requisite. Improved information regarding extra time. Changed exam time to 90 minutes. Added in trainer criteria and classroom sizes. Syllabus formatted and updated following ATO feedback Copyright BCS 2015 Page 2 of 13

4 Rationale This qualification reflects the general industry best practices currently in use in IT service management (ITSM) and particularly business relationship management (BRM). The subject matter within this qualification is based on industry best practice, frameworks and guidelines. This qualification forms part of the IT service management (ITSM) specialist series. Please note that throughout this document: all references to ITIL refer to the 2011 editions which can be purchase from the TSO bookshop all references to ISO20000 refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT V4.1 all references to SFIA refer to the SFIA V4.0 Aims and Objectives This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving business relationship management, leading to a specialist qualification in business relationship management (BRM). Target Group This course is aimed at those working or preparing to work in a business relationship environment whether at a technical, operational, supervisory or managerial level. This course may also be of value to project managers, business managers and business process owners, service owners and personnel working in other areas of ITSM. The purpose of the specialist qualification in BRM is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment. This course is aimed at: Individuals who require a working knowledge of the industry best practice used in BRM and how it may be used to enhance the quality of ITSM within an organisation IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve BRM within an ongoing service improvement programme (SIP) Copyright BCS 2015 Page 3 of 13

5 Objectives Holders of the BCS specialist certificate in business relationship management will be able to demonstrate their competence in, and their ability to: Explain the goal and objectives of business relationship management Understand and explain processes, roles and functions, especially those related to BRM Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to BRM Develop and improve the internal, customer and business focus of BRM Define the value of IT to the business, the business value chain and the value network Implement and manage the processes for managing the provision of service, implementation of new services and service reporting through all stages of the service lifecycle Develop and agree the approach to business/it alignment in collaboration with the relevant stakeholders Develop relationships with customers and business managers by meeting, discussing, reviewing and negotiating with customers, users, stakeholders and other business managers Understand the business viewpoint and the need for communication Use and apply the demand management process to define future customer and business needs Assist with the production of business cases Be aware of the support tools and techniques available for the implementation and support of business relationship management, where possible identifying and instigating improvements Practical analysis of reports and statistics and proposing resolutions to improve the overall service performance Produce BRM reports for dissemination and interpret and use their contents Understand the interdependencies between BRM and other IT areas and processes Assist with the planning and implementation of BRM Question Weighting Syllabus code Target Number of Questions SCBRM01 0 SCBRM02 8 SCBRM03 2 SCBRM04 2 SCBRM05 3 SCBRM06 4 SCBRM07 3 SCBRM08 3 SCBRM09 0 Total 25 Copyright BCS 2015 Page 4 of 13

6 Eligibility for the Examination Candidates must hold the Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year s experience in an IT service management environment or a number of years experience in a specialist service management discipline. It is recommended that candidates have taken BCS Specialist Certificate in Business Relationship Management course by an Accredited Training Organisation. Duration and Format of the Course Candidates can study for this certificate in two ways: by attending training courses provided by an Accredited Training Organisation or by self-study. An accredited training course will require a minimum of 18 hours of study run over a minimum of three days. The course can be delivered a number of different ways from traditional class-room based training to online e-learning. Duration and Format of the Examination 90 minute closed book 25 multiple choice questions Pass mark is 16/25 (64%) Additional time for candidates requiring Reasonable Adjustments due to a disability Candidates may request additional time if they require reasonable adjustments. Please refer to the reasonable adjustments policy for detailed information on how and when to apply. Additional time for candidates whose native language is not that of the examination If the examination is taken in a language that is not the candidate s native / official language then they are entitled to 25% extra time. If the examination is taken in a language that is not the candidate s native / official language then they are entitled to use their own paper language dictionary (whose purpose is translation between the examination language and another national language) during the examination. Electronic versions of dictionaries will not be allowed into the examination room. Copyright BCS 2015 Page 5 of 13

7 Excerpts from BCS books Accredited Training Organisations may include excerpts from BCS books in the course materials. If you wish to use excerpts from the books you will need a license from BCS to do this. If you are interested in taking out a licence to use BCS published material you should contact the Head of Publishing at BCS outlining the material you wish to copy and the use to which it will be put. Calculators Simple non-programmable calculators can be used during paper based examinations (to be provided by the candidate). Candidates taking on-line examinations will have access to an on screen calculator. No other calculators or mobile technology will be allowed. Copyright BCS 2015 Page 6 of 13

8 Syllabus Summary Syllabus code SCBRM01 SCBRM02 Content Introduction Introduction to course. Overview of course structure, objectives, exam format and agenda. History of ITSM, introduction to ITSM in general, including standards, good practice and frameworks such as ISO/IEC 20000, ITIL and COBIT and the differences in approach. The goal and objectives of business relationship management including supplier relationship management and the roles and responsibilities of the account manager and service delivery manager and an outline of the related functions, roles and processes. Business relationship management and related processes, based on industry best practices Note: This session should incorporate at least one practical session to help delegates understand the major processes of BRM and their operation. Syllabus Weighting % 5% 30% BRM concepts and principles: The responsibilities and objectives in support of generic BRM The business value chain The approaches to business/it alignment Understanding the business viewpoint Managing the provision of services Supplier relationship management Implications of outsourced suppliers The how - ITIL and its application to BRM: The structure intent and use of ITIL The key BRM guidelines within ITIL Interfaces with and dependencies on other areas of ITIL especially service level management, supplier management, service portfolio management, capacity management, request fulfilment and change management The generic business relationship management process including: Business relationship management developing effective working relationships between the business and IT at strategic, tactical and operational levels using negotiation and communication skills Communicating and representing business views, needs, impact and priorities to other IT personnel and processes High level requirements analysis and demand management for Copyright BCS 2015 Page 7 of 13

9 identifying and documenting future requirements Planning, review and development continual review and planning of improvements within a business-focused culture in IT, principally at the strategic level Liaison, education and communication coordination and development of knowledge and skills, distribution of information within IT. Principally operating at the tactical and operational levels Ensuring that customer satisfaction is surveyed, measured and improved The what the requirements of the ISO/IEC standard: The structure, intent and use of ISO/IEC The key BRM requirements of Part 1 of the standard including design and transition of new and changed services, the relationship processes, service level management and service reporting Supporting material from Part 2 of the standard The overall service management system Interfaces with and dependencies on other areas of the standard SCBRM03 On completion of the course the candidate should be able to: Develop and manage effective relationships with customers, stakeholders and business managers Analyse, document and communicate business demand and requirements Develop a business focussed culture, throughout IT Measure and record customer satisfaction Explain the ISO/IEC requirements of BRM Support the BRM aspects of an ISO/IEC certification Tools, methods and techniques Awareness, knowledge and use of BRM support tools and techniques Generic requirements for BRM toolsets Integration with other areas, processes and functions The benefits of automation On completion of the course the candidate should be able to assist with the: Definition of assessment criteria for choosing appropriate support tools Selection of appropriate support tools and techniques Justification, procurement and implementation of such tools 5% Copyright BCS 2015 Page 8 of 13

10 SCBRM04 BRM roles and responsibilities SFIA and ITIL The skills and knowledge required by BRM personnel. 5% Skills Framework for the Information Age (SFIA) and its use with defining BRM roles: Overview of the structure and content of the SFIA framework BRM roles, levels of responsibility and work activities ITIL and its use in defining BRM roles: BRM roles and responsibilities SCBRM05 On completion of the course the candidate should be able to: Apply the SFIA framework to the definition of BRM roles and responsibilities Apply the ITIL guidelines to the definition of BRM roles and responsibilities Control, measurement and reporting activities COBIT and its application to BRM: The structure intent and use of COBIT The key BRM requirements of COBIT DS1 Interfaces with and dependencies on other areas of COBIT 10% The preparation of BRM reports for dissemination: The purpose of service reports, management reports and reporting. What to report on - and what not to? Key performance indicators (KPIs) and critical success factors (CSFs) How statistics can be used, and abused Common categories of classification and analysis On completion of the course the candidate should be able to: Describe the BRM reports required and their use Use and apply COBIT principles and techniques to BRM Describe and explain the BRM control objectives of COBIT and how they could be achieved Produce regular, ad hoc and exception BRM reports Define, measure and report on the metrics and KPIs of BRM analyse reports and take appropriate action Copyright BCS 2015 Page 9 of 13

11 SCBRM06 Analysis of reports, statistics and trends Note: This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. 15% The analysis of reports, statistics and reports, identifying trends: Identification of areas of weakness and proposing resolutions for the proactive improvement of services SCBRM07 On completion of the course the candidate should be able to: Analyse details of reports Identify trends Make use of statistical techniques e.g. extrapolation, trendlines, distribution curves Identify weaknesses such as linked incidents and initiate corrective actions and changes Interfaces and dependencies The appreciation and understanding of the interfaces and dependencies BRM has with other areas, functions and processes, including: Service level management Request fulfilment Problem management Change and release and deployment management Service asset and configuration management IT security management Capacity, availability, finance and continuity principles Projects and major changes Supplier management Technical, operations and applications management teams 10% On completion of the course the candidate should be able to: Identify and understand the interfaces that BRM has with other areas, functions and processes Define and document the dependencies between other areas, functions and processes and BRM Assist with the development, implementation and automation of procedures facilitating interfaces and dependencies Copyright BCS 2015 Page 10 of 13

12 SCBRM08 Planning, improvement and implementation The planning, implementation and continual improvement (Plan/Do/Check/Act) of BRM. 10% SCBRM09 On completion of the course the candidate should be able to: Explain the activities involved in the planning of BRM Understand the potential costs, benefits and problems associated with the implementation of BRM Know the objectives and scope of BRM Review the functionality of BRM and the operation of the BRM processes identifying areas of weakness Instigate resolutions and proactive improvements in BRM within an overall SIP Mock Examination The purpose of this unit is to help the candidate to pass the examination. Specifically, candidates will sit one full mock examination which will subsequently be reviewed. 10% Levels of Knowledge / SFIA Levels This course will provide candidates with the levels of difficulty / knowledge skill highlighted within the following table, enabling them to develop the skills to operate at the levels of responsibility indicated. The levels of knowledge and SFIA levels are explained at Level Levels of Knowledge Levels of Skill and Responsibility 7 Set strategy, inspire and mobilise 6 Evaluate Initiate and influence 5 Synthesise Ensure and advise 4 Analyse Enable 3 Apply Apply 2 Understand Assist 1 Remember Follow Copyright BCS 2015 Page 11 of 13

13 Format of the Examination Type Duration Pre-requisites Multiple choice, 25 questions, scenario-based. 90 minutes. Candidates are entitled to an additional 30 minutes if they are sitting an examination in a language that is not their native/official language. Accredited training is strongly recommended but is not a pre-requisite. Candidates must hold the ITIL Foundation Certificate. It is recommended that candidates have a minimum of one years experience in IT Service Management. Invigilated/Proctored: Yes Closed Book (No reading materials Yes allowed into the examination room) Calculators Simple non-programmable calculators can be used during the exam to be supplied by the candidate. Learning Hours 18 hours Pass Mark 16/25 (64%) Distinction Score None Delivery Paper based examination Trainer Criteria Criteria Class Room Size Hold the BCS specialist certificate in business relationship management Have 10 days training experience or hold a train the trainer qualification Have a minimum of 3 years practical experience in business relationship management Trainer to candidate ratio 1:16 Copyright BCS 2015 Page 12 of 13

14 Recommended Reading List Please note that throughout this document (including this reading list): all references to ITIL refer to the 2011 edition of the five core books all references to ISO/IEC refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT version 4.1 all references to SFIA refer to the SFIA version 4.0 ITIL Service Strategy particularly the Business Relationship Management sections COBIT Business Relationship Management sections PO4 and DS 1 ISO/IEC Section 7 Relationship processes SFIA BRM areas Title: Service Strategy Author: Multiple authors Publisher: TSO Publication Date: 2011 ISBN: URL: Title: The Business Perspective Author: Multiple authors Publisher: TSO Publication Date: 2004 URL: Title: COBIT Framework Control Objectives (Management Guidelines Maturity Models) Author: Multiple Publisher: IT Governance Institute Publication Date: 2007 URL: Title: ISO/IEC :2011 Information technology Service management Part 1: Service management system requirements Author: N/A Publisher: ISO Publication Date: 2011 URL: Title: Skills Framework for the Information Age (SFIA) URL: Copyright BCS 2015 Page 13 of 13