Competency Name: Service Management
This competency refers to the ability of an associate to understand customer needs, define, manage and deliver services using service management frameworks and
Broad Definition:
best practices such as Information Technology Infrastructure Library (ITIL).
Criteria E0
I Criteria for defining
1.Precondition Should have a Diploma or
[ Expressed as a Bachelor's PEGree in any field
prerequisite - in terms of
academic qualification
2. Knowledge Should have basic knowledge of
[Expressed as Area of Service Management
knowledge and not skill, frameworks which includes the
includes knowledge of following:-
process, methodologies, - Service Lifecycle Model
concepts and tools.] - Service Transition
- Service Operation
- Service Strategy
- Service Design
- Continual Service
Improvements
E1
Should have satisfied all the
criteria of E0 proficiency level
Should have detailed
knowledge of Service
Management frameworks
which includes the following:-
- Service Lifecycle Model
- Service Transition
- Service Operation
- Service Strategy
- Service Design
- Continual Service
Improvements
E2
Should have satisfied all the Should have satisfied all the
criteria of E1 proficiency level criteria of E2 proficiency level
Should have basic knowledge
of at least 2 Service
Management tools like CMS
(KEDB, CMDB), Service
Portfolio, Incident
Management, Problem
Management, Knowledge
Management, Release
Management, Service Level
Management provided by
internal TCS tools or third
party vendor tools like BMC
Remedy
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E3 E4
Should have satisfied all the
criteria of E3 proficiency level
Should have knowledge of
governance and audit
frameworks such as COBIT,
ISO/IEC 20000 and process
frameworks such as iQMS
Should be aware of the industry
best practices in Service
Management
Should have knowledge of
Service Management suite such
as HP Service Manager, CA
Service Desk Manager, BMC
Remedy Service Management
Suite, IBM Service Management
OR
Should have knowledge of
governance and audit
frameworks such as COBIT,
ISO/IEC 20000 and process
frameworks such as iQMS
Should be aware of the industry
best practices in Service
Management
Should have knowledge of the
consulting process to help
organizations realize business
benefits of IT process and
service transformation
3. Experience
3.1 Type of project Should have at least six months Should have at least two years Should have at least three Should have at least two years of Should have executed at least
experience of experience in Application of experience in Application years of experience in experience in managing three consulting engagements in
[Includes 'type' in the Development, Maintenance and Development, Maintenance Application Development, Application Development, the area of Service Management
form of implementation, IT Support projects and IT Support projects using Maintenance and IT Support Maintenance and IT Support such as:-
end-to-end project, ITSM/ITIL framework projects using tools and best projects - Assessment, audit, roadmap
support, roll outs, practices of ITSM/ITIL OR definition, establishing metrics
upgrades, professional framework including activities Should have executed at least framework, process
services, consulting such as SLA Management, two consulting engagements in definition/improvement etc.
engagements AND / OR Stakeholder Management, the area of Service Management - Adapted Service Management
the Number of projects Trend Analysis etc. such as assessment, audit, tools, frameworks and best
AND / OR Time spent on roadmap definition, process practices to specific business
the project ( for eg., 3 Should have implemented at definition/improvement etc. scenarios such as IT Portfolio
consulting projects of least one Service Management, Service Desk /
minimum 6 months Improvement Program (SIP) Production Support etc
duration ; 1 roll out using Service Management OR
project of at least 18 process framework such as Should have executed at least one
months] ITIL end-to-end ITIL implementation or
process transformation project
3.2 Beyond project Should have contributed to Should have participated in at
development ITIL community by conducting least two proposals for providing
experience [Includes at least one Knowledge solutions in Service
[1) Solutioning of Sharing Session (KSS) or Management
proposals training per year OR
2) Reviews done Should have audited service
3) No. of contributions management practices used in
made to trainings/training at least two projects
material]
Should have contributed to ITIL
community by conducting at
least two Knowledge Sharing
Sessions (KSS) or trainings per
year

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4. Asset Creation
4.1 Process Should have contributed to the Should have led a team in defining
frameworks defined definition of processes / processes / frameworks related to
[Articulated as the frameworks related to Service Service Management and
process improvement Management and published the published the same in iQMS as
designed OR a new same in iQMS as part of Core part of Core Process Excellence
process framework Process Excellence Group* Group*
designed]
4.2 Tool creation Should have contributed Should have led the creation of
[Expressed as a system towards the creation of tools tools used for Service
or function tool designed used for Service Management Management such as SLA
OR created towards such as SLA management management etc.**
improving business etc. OR
delivery / learning] OR Should have led improvement
Should have contributed initiatives for improving existing
towards improvement of ITSM tools such as CCM.net
existing ITSM tools such as etc.**
CCM.net etc.
4.3 Reusable & Should have published at least Should have published at Should have published more
deployable assets one asset per year on topics least two assets per year on than two assets per year on
created related to Service topics related to Service topics related to Service
[Expressed as reusable Management in Kowmax/ITIL Management in Management in Knowmax/ITIL
and deployable assets community Knowmax/ITIL community community
created (like those in
AND AND
No. of training material Should have created at least one Should have created more than
created training material for KSS or one training material for KSS or
[Expressed as the formal training related to topics formal training related to topics on
number of relevant on Service Management Service Management
training material created

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5. Industry contribution
5.1 Recognized by Should have been recognised Should have been recognised as
Peers as an SME by internal ITIL a Champion by internal ITIL
[Expressed as the community of Practice / community of Practice / Chapter
recognition given by the Chapter for providing for sharing knowledge and best
peer community and solutions to queries related to practices in community forums
should be measured by ITIL and Service Management and initiating brainstorming
appropriate mechanism on communities such as discussions around ITIL and
such as TCS GEMS] JustAsk etc. Service management

AND/OR OR
Recognized by a Should have published at least Should have published more than
Parent Body one white paper in external one white paper in external forums
[Expressed as the forums / conferences / journals / conferences / journals such as IT
contribution recognized such as IT Service Management Service Management Forum on
by a renowned and Forum on topics related to topics related to Service
recognized parent body] Service Management Management

OR

Should have created at least one

white paper (independently) and
published the same in external
forums / conferences / journals
such as IT Service Management
Forum on topics related to Service
Management

AND/OR AND
Invited as Speakers Should have been invited as a
[Expressed as speaker in industry forums such as
recognition from an IT Service Management Forum on
external body when it topics related to Service
extends an invitation to Management

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II Assessment /
1. Certification Should have completed any one
[Expressed as of the following:
achievement of external - 9 WBTs of ITIL tagged to
programs - certifying a Service Management (ITIL)
part of the proficiency curriculum in IEVOLVE
level, Achievement of (covering Service Strategy,
internal programs - Service Design, Service
internal trainings Operations, Service Transition
attended] and Continual Service
Improvement )
OR
- ITIL V3 Foundation
Certification Course - ILT
OR
- ITIL V3 Foundation - Towards
Certification - ILT
OR
- IT IS ITIL 2011 Foundation
Training Program – ILT
2. Evaluation Test Self Assessment followed by LO Self Assessment followed by
[Expressed as a Assessment
certification the individual
has to achieve towards
Should have cleared any ITIL Should have cleared any ITIL
Foundation Certification Intermediate Certification in
(External Certification) Life Cycle Stream (5 sub-
- module - SO, SS, SD, ST &
CSI )
OR
Capability Stream (4 sub-
module - RCV, PPO, SOA &
OSA)
OR
ITIL Managing Across the
Lifecycle (MALC)
Self Assessment followed by
LO Assessment followed by LO Assessment followed by
Manager Assessment SME Assessment
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External Certifications:
(Should have cleared ITIL V2
Manager Certification
AND
Should have cleared ITIL V3
Managers Bridge Certification)
OR
Should have cleared ITIL Expert
Certification
OR
Should have cleared ITIL Master
Certification
Self Assessment followed by LO Self Assessment followed by LO
Assessment followed by SME Assessment followed by SME
Assessment Assessment
 Version History
Project Details:
Unit: Delivery Excellence Group
Parent Project::Delivery Excellence Group
Project Owner/GL: K Subramanian (30104)

Amendment History:
Version Defined By - Role & Group Approved By - Role & Group Facilitated By Date Remarks

1 Krishnam Pericherla (247121) - K Subramanian (30104) - Simone Paymaster (601846) - 22-Sep-09 Reviews done by PEG, TEG, IT IS,
Core PEG Delivery Core PEG Delivery Head Role and Competency GCP and L&D:
Management Group
Jayaraj Thangarasu (147980) - Vijay Krishnamoorthy Anju Saxena (195362) - ITSM
Lead ITIL Community of (170316) - Head Foundation Competency Head, GCP ITPSM
Practice, TEG Services, TEG Practice

Subramaniam Thanikachalam R Vaitheeswaran (5487) - Nitinchandra Shetty (138630) -

(117676) - Head Foundation, Competency Development ITSM Consultant, GCP ITPSM
Core Technology and ITIL, TEG Manager, IT IS Practice

Royen Fernandes (88749) - Gopesh Sharma (104955) - P Jegatheesan (7048), Delivery

Core PEG Program and
Change Management
Kl Marianna ( 113635) -
Learning Executive, IT IS
Global Delivery Head, GCP Excellence Lead, IT IS
ITPSM Practice
Haritha Reddy (101906) - Program
Director, Corporate L&D-CLP
Process

*4.1 Process Framework is

applicable for associates from Core
PEG.

**4.2 Tools Creation is mostly

applicable for associates in Tools
CoE
2 Jaydeep Chakraborty (127657) - Ashley Fernandes (105060) Krishnaiah Kolluru 30-Jul-15 Changes at E0, E1 and E2 to align
Consultant / Delivery Excellence Head - Program and Change (153009) with the learning objects in
Group Management iEVOLVE

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