BCS Specialist Certificate in Supplier Management Syllabus

Transcription

1 BCS Specialist Certificate in Supplier Management Syllabus Version 2.0 April 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification in Wales, CCEA or SQA Copyright BCS 2017 Page 1 of 16

2 BCS Specialist Certificate in Supplier Management Syllabus Introduction... 4 Objectives... 4 Specific Learning Objectives 4 Target Audience... 5 Course Format and Duration... 5 Eligibility for the Examination... 6 Format of the Examination... 6 Additional time... 6 For candidates requiring reasonable adjustments due to a disability 6 For candidates whose language is not the language of the examination 6 Excerpts from BCS books... 6 Guidelines for Accredited Training Organisations... 7 Use of Calculators... 7 Syllabus Introduction to Supplier Management 8 2. Supplier management related processes, based on industry best practices 8 3. Tools, methods and techniques supplier management roles and responsibilities SFIA and ITIL Control, measurement and reporting activities Analysis of supplier performance, statistics and trends Interfaces and Dependencies Planning, improvement and implementation Mock Examination 13 Levels of Knowledge / SFIA Levels Question Weighting Format of Examination Trainer Criteria Classroom Size Invigilator to Candidate Ratio during examination Recommended Reading List Additional Reading List Copyright BCS 2017 Page 2 of 16

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 V2.0 April 2017 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 September 2010 V1.1 August 2010 V1.0 June 2010 Changes Made Standardised New Template Format adopted, with revised ToC. No material change to syllabus content. Standardised pre-requisites in line with other BCS Specialist Certificates. K levels checked Updated language requirements for extra time and use of dictionaries Added simple non-programmable calculators can be used during the exam supplied by the candidate. Updated trainer requirements to show minimum pass rate. Minor amendment to Reading List ISO/IEC20000 References to ITIL, ISO/IEC 20000, COBIT and SFIA inserted at Rational and Reading List. Minor update to reading list entry. Minor grammatical improvements. Replaced ISEB logo with BCS logo. Made it clearer that accredited training is strongly recommended but is not a pre-requisite. Corrected trainer criteria. Changed exam time to 90 minutes. Added in trainer criteria and classroom sizes Syllabus formatted and updated following ATO feedback Copyright BCS 2017 Page 3 of 16

4 Introduction This qualification reflects the general industry best practices currently in use in IT Service Management (ITSM) and particularly Supplier Management (SU). The subject matter within this qualification is based on industry best practice, frameworks and guidelines. This qualification forms part of the BCS IT Service Management (ITSM) Specialist series. Please note that throughout this document: all references to ITIL refer to the 2011 editions of the five core books, 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 Objectives This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in identification, selection, contracting, monitoring, reporting, and managing of suppliers, leading to a specialist qualification in supplier management (SU) Specific Learning Objectives Holders of the BCS Specialist Certificate in supplier management will be able to demonstrate their competence in, and their ability to: Explain the goal and objectives of supplier management Understand and explain the processes, roles and functions, especially those related to supplier management Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to supplier management Develop and improve the customer and business focus of supplier management Understand the different supplier categories and use and apply the supplier management process to manage interfaces between the business and the supplier(s) in conjunction with all other areas of IT Define supplier management requirements and understand, select, develop and implement the most appropriate supplier management solutions, technology and environment Manage suppliers through all stages of the supplier lifecycle, from identification of requirement, through to exit strategy Identify and agree deliverables from suppliers in conjunction with the relevant stakeholders Be aware of selection and negotiation techniques employed in supplier management with regards to invitation to tender (ITT) and contract approval Copyright BCS 2017 Page 4 of 16

5 Identify and manage resources required in the management of suppliers, ensuring these are aligned with set priorities Be aware of the support tools and techniques available for the implementation and support of supplier management and where possible identify and instigate improvements Practically manage suppliers to ensure objectives are met, contracts are managed, performance is monitored and measured, interfaces and processes are effective, and exit strategies are compiled and implemented. This to be done in conjunction with other areas of IT and the business. Produce supplier management reports for dissemination and interpret and use these to manage suppliers and their performance Understand the interdependencies between supplier management and other IT areas and processes Assist with the planning and implementation of supplier management Target Audience This course is aimed at those working or preparing to work in a supplier management role and/or within a supplier management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers and Business Process Owners. The purpose of the Specialist qualification in supplier management 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 supplier management 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 supplier management within an ongoing Service Improvement Programme (SIP). Course Format and Duration 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 undertaken 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. Copyright BCS 2017 Page 5 of 16

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 this BCS Specialist Certificate in Supplier Management course with an Accredited Training Organisation. 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 Please refer to the reasonable adjustments policy for detailed information on how and when to apply. For candidates whose language is not the language of the examination If the examination is taken in a language that is not the candidate s native/official language, candidates are entitled to: 25% extra time 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 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. Copyright BCS 2017 Page 6 of 16

7 Guidelines for Accredited Training Organisations Each major subject heading in this syllabus is assigned an allocated time. The purpose of this is two-fold: first, to give both guidance on the relative proportion of time to be allocated to each section of an accredited course and an approximate minimum time for the teaching of each section; second, to guide the proportion of questions in the exam. Accredited Training Organisations may spend more time than is indicated and candidates may spend more time again in reading and research. Courses do not have to follow the same order as the syllabus. Courses may be run as a single module or broken down into two or three smaller modules. This syllabus is structured into sections relating to major subject headings and numbered with a single digit section number. Each section is allocated a minimum contact time for presentation. Accredited Training Organisations may include additional exercises where they believe these add value to the training course. The syllabus contains references to established standards. The use of referenced standards in the preparation of training material is mandatory. Each standard used must be the version quoted in the current version of this syllabus. Use of 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 2017 Page 7 of 16

8 Syllabus For each top-level area of the syllabus where Questions are being applied, a percentage and K level is identified. The percentage is the exam coverage of that area, and the K level identifies the maximum level of knowledge that may be examined for that area. 1. Introduction to Supplier Management This section of the module provides a basic introduction to the discipline of supplier management, describes how it should fit in with the overall course structure, and provides a brief overview of course objectives, exam format and agenda. Syllabus Code SCSU01 (5%, 0.9 hours) 1.1 The History of ITSM 1.2 An introduction to ITSM in general Candidates should be able to understand: Standards Good practice frameworks such as ISO/IEC 20000, ITIL and COBIT and the differences in approach 1.3 The goal and objectives of supplier management Candidates should be able to understand the requirement for: Supplier management process An outline of the related functions, roles and processes 2. Supplier management related processes, based on industry best practices This section should incorporate at least one practical session to help delegates understand the major processes of supplier management and their operation Syllabus Code SCSU02 (30%, K3, 5.4 hours) 2.1 supplier management concepts and principles Candidates should be able to understand the requirement for: The responsibilities and objectives in support of generic supplier management The different categories of supplier and the circumstances under which each is used The selection of suppliers and contract negotiation, development and exit The relationship between suppliers Supplier performance measures Obtaining value for money Copyright BCS 2017 Page 8 of 16

9 2.2 The how - ITIL and its application to supplier management Candidates should be able to describe the requirement for: The structure intent and use of ITIL The key supplier management guidelines within ITIL Interfaces with and dependencies on other areas of ITIL and ISO/IEC especially: Service Catalogue Management, Service Level Management, IT Service Continuity Management and Information Security Management 2.3 A generic supplier management process including: Candidates should be able to explain: Identifying the need for a supplier and assessing options Supplier selection and contract negotiation Contract and performance management Improvement of supplier performance Integration of suppliers with each other and with the business Contract renewal/termination 2.4 The what the requirements of the ISO/IEC standard: Candidates should be able to explain the requirements for the proper documentation of: The structure, intent and use of ISO/IEC The key supplier management requirements of Part 1 of the standard (Relationship processes) Supporting material from Parts 2 and 3 of the standard The overall service management system Interfaces with and dependencies on other areas of the standard 2.5 On completion of the course the candidate should be able to: Assess which category of supplier is suitable for a given set of requirements or conditions Understand criteria to be used in supplier selection Identify data required in reports in order to continually assess supplier performance and match this to contractual obligations Recognise when penalty clauses should be invoked Manage all categories of supplier throughout the supplier management lifecycle Design processes to improve supplier performance Negotiate between suppliers to resolve issues where areas of responsibility may require clarification Translate internal requirements from IT and the business into supplier terms Understand the importance of interfaces with Service Catalogue Management and Service Level Management Assess where multiple suppliers may overlap and ensure appropriate responsibilities and accountabilities are in place Produce reports to indicate the value provided by a supplier and take remedial action when this is not optimal Liaise between suppliers and between suppliers, IT and the business Ensure contracts underpin service and SLA targets Compile processes and procedures for supplier management Copyright BCS 2017 Page 9 of 16

10 Assess when it is best to move functions to external suppliers from in-house and vice versa Determine at what level individual suppliers need to be managed and educate staff in the management thereof, where relevant Understand the strategic perspective with regards to outsourcing functions Understand the importance of, and take an active role in, supplier forums Manage the changeover of suppliers Assess contract clauses and the amendment and updating of these in line with changing needs of the business Explain the ISO/IEC requirements of supplier management Support the supplier management aspects of an ISO/IEC certification 3. Tools, methods and techniques Syllabus Code SCSU03 (10%, K3, 1.8 hours) 3.1 Awareness, knowledge and use of supplier management support tools and techniques: Candidates should be able to explain the approach for: Toolsets designed for other IT functions, such as Financial Management, which incorporate parts of the supplier management process Generic requirements for supplier management toolsets Integration with other areas, processes and functions The benefits of automation 3.2 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 4. supplier management roles and responsibilities SFIA and ITIL Candidates should be able to outline the skills and knowledge required by supplier management personnel Syllabus Code SCSU04 (5%, K3, 0.9 hours) 4.1 Skills Framework for the Information Age (SFIA) and its use with defining supplier management roles: Candidates should be able to outline: Overview of the structure and content of the SFIA framework supplier management roles, levels of responsibility and work activities Relationship Management and Business Change and how supplier management roles interface with and effect these aspects 4.2 ITIL and its use in defining Suppler Management roles: Candidates should be able to explain: Suppler Management roles and responsibilities Copyright BCS 2017 Page 10 of 16

11 4.3 On completion of the course the candidate should be able to: Candidates should be able to: Apply the SFIA framework to the definition of Suppler Management roles and responsibilities Apply the ITIL guidelines to the definition of Suppler Management roles and responsibilities 5. Control, measurement and reporting activities Syllabus Code SCSU05 (5%, K4, 0.9 hours) 5.1 COBIT and its application to supplier management Candidates should be able to describe: The structure intent and use of COBIT The key supplier management requirements of COBIT AI 5 and DS Interfaces with and dependencies on other areas of COBIT 5.2 The preparation of supplier management reports for dissemination: Candidates should be able to describe: The purpose of supplier 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 5.3 On completion of the course: Candidates should be able to: Describe the supplier management reports required and their use Use and apply COBIT principles and techniques to supplier management Describe and explain the supplier management control objectives of COBIT and how they could be achieved Produce regular, ad hoc and exception supplier management reports Define, measure and report on the metrics and KPIs of supplier management Analyse reports and take appropriate action 6. Analysis of supplier performance, statistics and trends This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. Syllabus Code SCSU06 (15%, K4, 2.7 hours) 6.1 The analysis of supplier performance statistics and reports, identifying trends: Candidates should be able to: Copyright BCS 2017 Page 11 of 16

12 6.1.1 Identify areas of under-performance, where contractual obligations, or value for money criteria, are not being met. Propose remedial actions and identifying hotspots where proactive measures should be instigated 6.2 On completion of the course Candidates should be able to: Analyse supplier performance reports and match these against contractual terms Identify trends Make use of statistical techniques e.g. extrapolation, trend-lines, distribution curves Identify areas of underperformance and/or contract breaches and initiate remedial actions, including invoking penalty clauses 7. Interfaces and Dependencies This section of the module will provide an appreciation and understanding of the interfaces and dependencies supplier management has with other areas, functions and processes Syllabus Code SCSU07 (10%, K3, 1.8 hours) 7.1 Areas of Interest will include: Service level management Service catalogue management Financial management Projects and major changes Service asset and configuration management IT security management Capacity, availability and continuity Technical, support, operations and applications management teams Demand management Service portfolio management Business relationship management Request fulfilment Change and release and deployment management 7.2 On completion of the course Candidates should be able to: Identify and understand the interfaces that supplier management has with other areas, functions and processes Define and document the dependencies between other areas, functions and processes and supplier management Assist with the development, implementation and automation of procedures facilitating interfaces and dependencies Copyright BCS 2017 Page 12 of 16

13 8. Planning, improvement and implementation This section of the module will provide an overview of the planning, implementation and continual improvement (Plan/Do/Check/Act) of supplier management Syllabus Code SCSU08 (10%, K3, 1.8 hours) 8.1 On completion of the course Candidates should be able to: Explain the activities involved in the planning of supplier management Understand the potential costs, benefits and problems associated with the implementation of supplier management Know the objectives and scope of supplier management Review the functionality and the operation of the supplier management process identifying areas of weakness Monitor and review supplier performance Assist with the definition of an improvement plan and initiate and monitor actions within an overall SIP 9. 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 Syllabus Code SCSU09 (10%, 1.8 hours) Copyright BCS 2017 Page 13 of 16

14 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 in on the website The levels of knowledge above will also enable candidates to develop the following levels of skill to be able to operate at the following levels of responsibility (as defined within the SFIA framework) within their workplace: Level Levels of Knowledge Levels of Skill and Responsibility (SFIA) K7 Set strategy, inspire and mobilise K6 Evaluate Initiate and influence K5 Synthesise Ensure and advise K4 Analyse Enable K3 Apply Apply K2 Understand Assist K1 Remember Follow Question Weighting Syllabus Area Target number of questions SCSU01 0 SCSU02 8 SCSU03 3 SCSU04 2 SCSU05 2 SCSU06 4 SCSU07 3 SCSU08 3 SCSU09 0 Total 25 Questions Copyright BCS 2017 Page 14 of 16

15 Format of Examination Type Duration Pre-requisites Supervised Open Book 25 scenario based Multiple Choice Questions 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 also recommended that candidates have a minimum of one years experience in IT Service Management. Yes No (No reading materials allowed into the examination room) Pass Mark 16/25 (64%) Calculators Simple non-programmable calculators can be used during the exam to be supplied by the candidate. Learning Hours Delivery 18 Hours Paper based examination via a BCS Accredited Training Organistionr Credits No ITIL credits are available for this examination from March Trainer Criteria Criteria Hold the BCS Specialist Certificate in Supplier Management Have 10 days training experience or have a train the trainer qualification Have a minimum of 3 years practical experience in the subject area Classroom Size Trainer to candidate ratio 1:16 Invigilator to Candidate Ratio during examination Trainer to candidate ratio 1:25 Copyright BCS 2017 Page 15 of 16

16 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 Design - supplier management sections COBIT supplier management sections AI 5 and DS 2 ISO/IEC Section 7 Relationship processes SFIA Business Change, Relationship Management, supplier management areas Additional Reading List Title: Service Design Author: Colin Rudd and Vernon Lloyd Publisher: TSO Publication Date: 2007 ISBN: URL: Title: COBIT Framework Control Objectives (Management Guidelines Maturity Models) Author: Multiple Publisher: IT Governance Institute Publication Date: 2007 ISBN: N/A URL: Title: ISO/IEC :2011 Information technology Service management Part 1 Author: N/A Publisher: ISO Publication Date: 2011 ISBN: N/A URL: Title: URL: Skills Framework for the Information Age (SFIA) Copyright BCS 2017 Page 16 of 16