SERVICE MANAGEMENT TRAINING PRODUCTS AND SERVICES ENDORSEMENT SCHEME Rules and Guidance for Providers Change control: Version Status Author Date Comments 0.1 First Draft Helen Sussex 27 th November First draft for use in the pilot 2010 0.2 Second draft Helen Sussex 19 th June 2010 Second draft for pilot following comments from J Groom. 0.3 Third draft Helen Sussex 31 st July 2011 Third draft following comments from D Jones, during pilot. 0.4 Fourth draft Helen Sussex 9 th August 2011 Fourth draft following further comments from D Jones 0.5 Final Version Helen Sussex 11 th November 2011 Final Version after drafts 0.6 Final Version Danielle Marshall 31 st July 2012 Prices amended 0.7 Final Version Danielle Marshall 25 th April 2013 Appendix B added Final Version 3.0 Page 1 of 14
Contents 1. Introduction... 3 1.1 Background... 3 1.2 Benefits... 3 1.3 Scope of the Endorsement scheme... 4 2. The Endorsement Process... 4 2.1 Applying for Endorsement... 4 2.1.1 Scope... 4 2.1.2 Positioning and audience... 4 2.1.3 Trainer Details... 5 2.1.4 Course materials... 5 2.2 The endorsement process... 6 2.2.1 Overseas Applications... 6 2.2.2 Using licensed course materials... 6 2.2.3 Copyright... 7 3 General... 7 3.1 Notification... 7 3.2 Advertising and Marketing... 7 3.2 Changes... 8 3.3 Re-endorsement... 8 4. Compliance... 8 4.2 Non-endorsed organizations... 8 4.3 Non-compliance... 9 5 Fees... 9 6. Contacts... 10 Appendix A: Endorsement Scheme Process flows... 11 Appendix B: Guidance on use of Copyright and Trade Mark acknowledgements... 13 Final Version 3.0 Page 2 of 14
1. Introduction The purpose of this document is to provide guidance to organisations wishing to gain endorsement of their service management training products or services (henceforth referred to simply as training ). A provider organisation ( Provider ) can submit an application for endorsement of their training to the itsmf UK. The endorsement process involves the scrutiny of all aspects of the training including aspects of the Provider and the individual trainers. The purpose of the endorsement process is for the itsmf UK Endorsement Panel to assure that the Provider has relevant and good quality materials and the ability to deliver the training in an appropriate environment, using competent staff. It is recommended that prospective Providers study all sections of this guidance to the scheme, and to have a full understanding of all requirements before preparing and submitting their applications. 1.1 Background The IT Service Management Forum (itsmf UK) is the independent and internationally recognized forum for IT Service Management professionals. As a notfor-profit organization, the members are the most important part of our business. We aspire to remain 'the premier community for leadership in IT Service Management' through Providing an accessible network of industry experts, information sources and events to assist all members with IT service management issues; helping to achieve the delivery of high quality, consistent IT service internally and externally through the adoption of 'best practice'. itsmf UK believes that there is a need to formally recognise, in the service management market place, independently-developed training. To recognise that the training is of an appropriate level of educational quality and relevant to the development of service management best practice as judged by an independent assessor. While there are many accrediting authorities, such as ISEB and EXIN, these offer accreditation for a small set of formal qualifications with examinations e.g. ITIL and ISO/IEC 20000. Whilst these schemes are important, itsmf UK wishes to recognise and promote a wider range of service management related training. 1.2 Benefits The formal recognition offered by the itsmf UK adds value to the training provider as it demonstrates that their products reach an objectively-defined and independently-evaluated quality standard. The endorsement of a wider range of service management related training provides recognition of IT service management subjects outside formal ITIL training, offering further development for members in these areas. The endorsement has the backing of the recognised leading IT service management user organisation who can also provide advice and guidance on materials and courses from IT service management training professionals Final Version 3.0 Page 3 of 14
The Provider, has an additional route to market through the itsmf UK membership and website and the use of an itsmf UK logo to recognise their value to the service management community. Individuals and organisations, who wish to access training for their current and future development, have the confidence that training endorsed by itsmf UK meets appropriate standards. 1.3 Scope of the Endorsement scheme The endorsement scheme will be applicable to any training (learning products or services) that relate to IT Service Management. The definition of IT service management is: The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, process and Information Technology. Therefore to qualify for the scheme the training must demonstrably prove that it provides knowledge or skills relevant to the implementation or management of quality IT services as applied to people, processes or IT. The training must not directly contradict ITIL guidance on processes, activities, functions or roles as defined in the current publications. However it can expand on, or provide more detail to, ITIL that is not covered in the current publications for example in the tools, procedures, implementation or management. This includes company specific adaptations of the guidance to support their business. 2. The Endorsement Process 2.1 Applying for Endorsement For the application the following information is required from the Provider for each training course, product or service that is being submitted for endorsement. 2.1.1 Scope Explain how the training is within the scope of the endorsement scheme with explanation/justification of how it meets the criteria in the scope 2.1.2 Positioning and audience The provider should explain the intended position, structure and audience of the training in the service management field: Relationship and positioning with other IT service management training, The intended audience e.g. internal staff, public courses, etc. Expected student profile (previous experience, age range, etc) including the wording to be used in advertisements and policies and procedures for admission, e.g. number of delegates per course. Accessibility for all students i.e. those with disabilities or non-english speakers. Final Version 3.0 Page 4 of 14
Position regarding IPR with documented evidence of all required licensing Appendix B provides guidance on meeting IPR owner requirements for Copyright and Trade Mark acknowledgement statements. 2.1.3 Trainer Details Details of all trainers who will be delivering the training must be included in the application. This should provide information for each trainer detailing any specific experience in areas directly related to the training and their training delivery experience. A CV may be attached for additional details. Please note that if the trainer has any current accreditation in another service management training scheme e.g. ITIL or ISO/IEC 20000 this is sufficient evidence of their training delivery ability and details, dates and accrediting organisation should be made clear. 2.1.4 Course materials The provider must supply at a minimum: A course outline of sufficient detail to clearly identify the purpose, objectives, learning points and (if any) tests of learning A description of method of delivery i.e. distance learning, e-learning, classroom etc A copy of all student materials including any slides, text, exercises, tests or simulations and feedback forms A copy of the trainer delivery materials including notes, explanations, answers and guidance which must demonstrate a clear link to the defined learning points and to the student materials. Final Version 3.0 Page 5 of 14
2.2 The endorsement process Two assessors, who are members of the Endorsement Panel, will review the application and all materials submitted. Occasionally, one assessor may request to observe part of a training event. From the evidence gathered, they will form an independent view of each application and produce an endorsement report. The assessors comments will be combined and the results of the application will be summarised and returned to the applicant. A recommendation by the assessors will be made within four weeks of receipt of the application, excluding any elapsed time required to carry out a visit. The assessors can recommend that the application for endorsement is: Accepted the training has been endorsed by itsmf UK. Conditional Acceptance - the training has been endorsed by itsmf UK on condition that identified issues are demonstrably resolved or improved within 3 months or the endorsement will be withdrawn. The onus is on the Provider to provide the evidence to itsmf UK within the three month period. Acceptance Deferred the assessors believe that improvements are required before further assessment and approval. These will be communicated and a date for re-assessment agreed with the provider. Rejected the application is considered significantly below the requirements of the scheme. The provider can re-apply, but may incur additional fees (see section 5 of this document). When endorsement is granted, the itsmf UK will send the provider formal notification, and a copy of the course endorsement logo. The details of the course and provider will be published on the Course Endorsement area of the itsmf UK website (see 3.2 below). 2.2.1 Overseas Applications It is not expected that there will be any applications from overseas. However, if any Provider based outside the UK wishes to submit training, the application and all materials must be in English. In addition they may be required to pay for any additional expenses incurred by itsmf UK over and above the norm in endorsing/reendorsing e.g. the costs of observing a training event. 2.2.2 Using licensed course materials Any organisation seeking endorsement using licensed course materials from another Provider organisation, should advise itsmf UK which Provider s materials are to be used when submitting the application. Please note that itsmf UK will not become involved in the commercial relationship between the licensor and licensee in the event of any dispute or query. The licensee s endorsement is dependent on the existence of a current licensing contract between both parties. Endorsement will be withdrawn from the licensee if the licensing agreement with the licensor is terminated or expires. Final Version 3.0 Page 6 of 14
In addition, the Provider s obligations under 2.1.1 above, relating to document/configuration control of training materials are equally applicable in this licensing situation. 2.2.3 Copyright Whilst endeavours are taken to ensure that training materials are not plagiarised, itsmf UK will not be held responsible if such materials are inadvertently endorsed. If an endorsed Provider can provide itsmf UK with legally binding evidence that an organisation applying for endorsement, or already endorsed with itsmf UK, has infringed copyright laws, itsmf UK will reject the application or withdraw endorsement and ask the offending organisation to re-submit with new materials. The offending applicant will also be expected to pay a second endorsement fee. Please note that itsmf UK will not become further involved in any dispute between the two Providers. 3 General 3.1 Notification The Endorsement Panel s decision on any type of application will be communicated in writing to the applicant within 30 days of receipt, excluding any elapsed time required to carry out a visit. 3.2 Advertising and Marketing Once endorsed, Providers are authorised to use the itsmf UK Course Endorsement logo in relation to the endorsed training. A soft copy of the logo will be provided on achieving endorsement. Providers are not able to refer to itsmf UK, in relation the course, in any way if the course has not been endorsed by the relevant Panel. In addition, following endorsement, details of the training and the Provider will be added to the Course Endorsement area of the itsmf UK website. At minimum, this will be the title of the training and the Provider contact details. If the Provider would like any additional information to be added e.g. a brief description of the course, links to a website and/or an email address for further details or making bookings, this needs to be provided on the application form. Please note, itsmf UK reserves the right to limit the amount of information provided to a maximum size of 500 words. itsmf UK is not responsible for keeping this information up to date. If there are any changes in this information it is up to the Provider to inform itsmf UK of changes required via email or letter to the itsmf UK Course Endorsement Administrator. itsmf UK will, however, send out periodic reminders. Final Version 3.0 Page 7 of 14
3.2 Changes It is an explicit condition of Endorsement that Providers are expected to notify the itsmf UK Course Endorsement Administrator of any changes in the content, structure or delivery of the training that has been endorsed. This includes changes to: the timetable and training material that are other than cosmetic changes the trainers to be used for delivery, the contact details Failure to report changes may lead to withdrawal of endorsement. 3.3 Re-endorsement. The itsmf UK Course Endorsement is valid for two years. At the end of the endorsement period, Providers may apply for re-endorsement. Applications should identify any changes to the course material and be accompanied by the relevant fee. The re-endorsement form and details of the fee can be found here: The Endorsement Panel will conduct a review and may wish to observe one of the training events. If the review proves satisfactory, endorsement will be renewed for a further two year period. 4. Compliance Providers must meet all the requirements defined in this document and any instructions issued by itsmf UK in connection with maintaining the integrity of the Endorsement Scheme. itsmf UK will monitor the performance of Providers through attendees feedback to itsmf UK, via the course endorsement area of the itsmf UK website. If feedback from attendees indicates a problem with the training that is material to the requirements of the endorsement, one of the assessment panel will review this and discuss with the provider. This may also involve a visit to observe a training event. Providers are therefore requested to respond to itsmf UK with course dates and venue information when asked. In the event of itsmf UK undertaking such a review, the resulting report will be sent to the Provider and to the Endorsement Panel and will be treated as In Strictest Confidence. The Endorsement Panel may subsequently conduct an extra audit, or consider removing endorsement, if problems arise that are related specifically to the delivery of the training. 4.2 Non-endorsed organizations A course endorsement is specific to a particular course and its provider. Final Version 3.0 Page 8 of 14
Organisations that were not included in the course endorsement process may not advertise that their training is itsmf UK Endorsed, even if they are using itsmf UK endorsed material under licence from another provider. 4.3 Non-compliance Endorsement may be withdrawn at any time if the training being offered does not match with the course details specified at the time of endorsement. For example, the teaching staff, materials or management of the training. Providers must not make misleading claims regarding courses and must ensure that where problems are identified that prompt appropriate remedial action is taken. itsmf UK reserves the right to instruct the Endorsement Panel to conduct an immediate audit and consider removing endorsement if substantiated complaints are received from attendees. 5 Fees Fees will be levied by itsmf UK in respect of: Endorsement (per course, product or service) - payable on application and non-refundable. o For the first application from a provider - 750 for the course, product or service o For all subsequent applications from that provider - 500 per course, product or service Re-submission of a previously Rejected endorsement application - payable on application and non-refundable. o If re-submitted within 3 calendar months of receiving the notification of Rejection - 250 o If re-submitted later than 3 calendar months of receiving the notification of Rejection - 750 Re-endorsement (per course, product or service) payable on application and non-refundable. o If accompanied by a signed statement that the course, product or service has not changed by more than 10% - 250 per course, product or service o For all other applications for endorsement - 500 per course, product or service All fees are set to cover the costs of administering the itsmf UK processes. The schedule of current fees is published on the itsmf UK website or may be obtained from the itsmf UK office. Final Version 3.0 Page 9 of 14
6. Contacts The itsmf UK Course Endorsement Administrator is: Danielle Marshall 150 Wharfedale Road, Winnersh Triangle, Wokingham, Berkshire, RG41 5RB danielle.marshall@itsmf.co.uk Telephone: +44 (0)118 918 6519 Fax: +44 (0)118 969 9749 Final Version 3.0 Page 10 of 14
Appendix A: Endorsement Scheme Process flows Endorsement Scheme application and course assessment process Customer itsmf UK Assessor Start Endorsement Scheme Application Course Endorsement Request Process Paperwork Initiate Assessment Assessment of Training Course Receive Endorsement Certificate Issue Endorsement Certificate YES Successfu l NO End Appeal Process Final Version 3.0 Page 11 of 14
Endorsement Scheme renewal process Customer itsmf UK Assessor Start Endorsement Renewal Request Process Paperwork Initiate re-- assessment re-assessment of Training Course Receive Renewed Endorsement Issue Endorsement Certificate and YES Successfu l NO End Appeal Process Final Version 3.0 Page 12 of 14
Appendix B: Guidance on use of Copyright and Trade Mark acknowledgements 1. Copyright Where a license to use Copyright has been acquired, a Copyright acknowledgement statement needs to be provided. Such an acknowledgement may be a condition of the license, but is anyway best practice. Where the acknowledgement is a condition of the license, details of the specific text to be used in the acknowledgement statement will be provided, together with its position relative to the copyrighted material being used. For example: - a Cabinet Office issued license for ITIL will require the licensed text to be clearly distinguished, e.g. contained in a box or italicised, and an acknowledgement statement Crown copyright 20xx. Cabinet Office positioned within/alongside the text box or at the bottom of the text page. Similarly, a licensed ITIL diagram will require the acknowledgement statement Crown copyright 20xx. Reproduced under licence from the Cabinet Office to be located underneath/alongside. - For COBIT, full source attribution is required in the format name of COBIT publication, year ISACA. All rights reserved. Used with permission Where there are no acknowledgement-related conditions in the license, best practice requires that the inclusion of an acknowledgement statement, and its position, follow the same principles as those required as a condition of the Cabinet Office for ITIL material. 2. Trade Mark Use of a Trade Mark for the sole purpose of providing a reference, i.e. as an identifier by name, does NOT require a license. For example: - Course/product name is based upon and uses real-world examples of ITIL best practices - The key elements of the ITIL Service Lifecycle are: Whereas use of a Trade Mark for the purpose of association, i.e. as a formal link with the Trade Mark, for the purpose of conveying to the market assurances as to the nature of the product or service being delivered, DOES require a license. For example: - Our Course/product name : ITIL Service Lifecycle interactive program has been designed for.. - ITIL Service Desk Manager a course essential for. In this situation, acknowledgement requirements will be specified by the Trade Mark owner, usually as part of the license agreement. Final Version 3.0 Page 13 of 14
Where the Trade Mark is being used as an identifier, the acknowledgement generally has two elements: - The or symbol is associated with the Trade Mark on its first appearance, in each and every document. NOTE: Subsequent use of the Trade Mark within a document does NOT normally require further use of the symbol or acknowledgement statement within the document. - An acknowledgement statement, normally at the bottom of the same page as the first occurrence of the Trade Mark. Alternatively, acknowledgements may be on a separate page specifically set aside for Trade Mark acknowledgements and referenced from the page containing the first occurrence of each Trade Mark The general case for an acknowledgement statement is: Trade Mark is a Trade Mark of Trade Mark owner Trade Mark is a Registered Trade Mark of Trade Mark owner In some cases the acknowledgement statement may include the identity of the countries in which the Trade Mark has been registered. Trade Mark owners may specify the specific contents of the acknowledgement statement(s) to be used for each of their Trade Marked ( branded ) products/services. For example: ITIL PRINCE2 COBIT TOGAF ITIL is a Registered Trade Mark of the Cabinet Office PRINCE2 is a Registered Trade Mark of The Cabinet Office COBIT is a Registered Trade Mark of ISACA in the United States TOGAF is a Registered Trade Mark of The Open Group It is the responsibility of the user, intending to make use of a Trade Mark as an identifier, to ascertain any specific requirements that the Trade Mark owner may have with regard to acknowledgement statements. Where no specific requirements are determined, the general case noted above will meet UK Trade Mark laws. Further information may be found at the Intellectual Property Office www.ipo.gov.uk Final Version 3.0 Page 14 of 14