EXIN Digital Service Manager

EXIN Digital Service Manager

For Service Management professionals, digital is not the future – it’s the present. Digital services are crucial to the success of any business these days, even if the core product is a physical product.  A recent report revealed that 90% of companies have accelerated their digital transformation process due to covid-19. However, not all organizations are at the same point in their digital journey, and not all of them move at the same speed. This is impacted by many aspects such as cultural differences, sectoral trends, risk appetite, and legacy. The needs of companies differ massively, whereas most Service Management certification programs currently available provide a ‘one size fits most’ offering. This is where the EXIN Digital Service Manager career path certification comes in. Created in mind with three unique perspectives, based on which best fits you and your organization’s own individual needs and culture.

One size does not fit all. This is something organizations have always grappled with. In the 1970s, ‘once size fits all’ clothing was a common practice in the fashion industry. Twenty years later they were facing a backlash as clothes often ended up being oversized for many people. Stepping back further into the 1950s, after measuring over 4000 pilots, the US Air Force came up with 10 average dimensions to determine the characteristics of the average pilot, believed to be the most relevant for cockpit design. Zero pilots fitted into these dimensions. There was no such thing as an average pilot, just like there is no such thing as an average organization.  

Why become an EXIN Digital Service Manager?

In the digital era of service management, having the right skills brings into the spotlight that no career path is average. This lack of ‘one size fitting all’ is why we created the EXIN Digital Service Manager Career Path. This certification is modern, accessible, and affordable. Most importantly, it provides a clear path for you and your organization’s digital journey.  

In 10 years, 9 out of 10 jobs will require digital skills, with more than half (54%) of all employees will require significant reskilling by 2022. (Source: World Economic Forum). 

The EXIN Digital Service Manager certification provides three different routes for Service Management professionals based on three distinctive perspectives. The Optimization perspective is focused on achieving digital optimization. The Integration perspective is focused on enabling digital service integration. The Transformation perspective is focused on realizing effective digital transformation. 

EXIN Digital Service Manager three service management perspectives

This career path has the following benefits:

  • It provides three distinct routes based on three perspectives, allowing you to customize your time and money investment in the direction that best fits your needs (away with ‘one size fits most!’);
  • It provides a modern perspective on Service Management, aligned to the needs of professionals operating in the digital context; 
  • It allows you to achieve an independently accessed certification from a renowned Exam Institute and to stand out from the crowd; 
  • The certifications that form part of EXIN Digital Service Manager are also included in other career path certifications, offering even more possibilities to further develop your career;
  • The certification path is accessible and affordable, free of lock-in constructions, and available in multiple languages.

Taking a closer look at each perspective

Optimization

The Optimization perspective is focused on achieving digital optimization. This route is very suitable for professionals working within organizations that are working in a process-oriented way and that want to take the next step in their digital journey by optimizing their business processes and establishing a holistic approach for continuous improvement. As well as the awareness level knowledge previously mentioned, this route includes advanced level certification to develop practical skills related to continuous improvement and optimization, using Lean techniques. You then move up to the EXIN LSSA Lean Six Sigma Green Belt certification (launching soon!).

Integration

The Integration perspective is focused on enabling digital service integration. This route is very suitable for professionals working within organizations that have a complex supplier landscape and need to align processes across suppliers, to ensure a seamless end-to-end service to the customer. As well as the awareness level knowledge previously mentioned, this route includes the EXIN SIAM™ Professional certification to develop practical skills related to Service Integration and Management (SIAM), including cultural aspects such as how to stimulate collaborative behavior amongst suppliers.

Transformation

The Transformation perspective is focused on realizing effective digital transformation. This route is very suitable for professionals working within relatively agile organizations that are further in their digital journey and are focused on taking advantage of the opportunities offered by digital transformation. As well as the awareness level knowledge previously mentioned, this route includes the EXIN VeriSM™ Professional certification to develop practical skills on how to organize and lead Service Management in a way that results in successful digital transformation.

Structure of EXIN Digital Service Manager

We recommend that you start with the foundation-level certifications and then proceed to the advanced level. However, if you have previously attained one or more of the certifications below or equivalent certification, you only have to take a few more steps to be awarded the Career Path certification.

Within the EXIN Digital Service Manager Career Path, there are alternative certifications that are accepted as a replacement for the ones that are shown. For a full list of currently allowed alternatives, see the document here

EXIN Digital Service Manager overview

All three routes to the EXIN Digital Service Manager certification start with developing a broad awareness of knowledge areas relevant to Service Management, by obtaining two Foundation level certifications. This is important to make sure that you understand the fundamental concepts of Service Management and can have a broad basis of knowledge to build further upon. You can choose which two certifications are most relevant for you, out of a number of relevant areas such as ISO/IEC 20000, SIAM™, VeriSM™, and Agile Scrum. ITIL Foundation and other approved equivalent certifications are also accepted at this level. 

EXIN IT Service Management Foundation based on ISO/IEC 20000:2011

EXIN IT Service Management Foundation tests a candidate’s fundamental knowledge of key information and concepts of ITSM. The emphasis is placed on the service management system (SMS) and service management processes. Specifically the core concepts and basic terminology of ITSM based on ISO/IEC 20000:2011.

EXIN SIAM™ Foundation

EXIN SIAM™ Foundation tests a candidate’s knowledge and understanding of the terminology and the core principles of SIAM. This certification covers subjects including the potential benefits, challenges, and risks of implementing Service Integration and Management.

VeriSM™ Foundation

VeriSM™ Foundation focuses on the VeriSM™ model which emphasizes the focus on value, on outcomes and an organization’s goals. It also includes a unique management mesh, the guidance for choosing the appropriate management practices to establish the product or service. It gives context to Service Management in the digital age and looks at how emerging technologies and progressive management practices can be applied to add value for the consumer.

EXIN Agile Scrum Foundation

EXIN Agile Scrum Foundation offers professionals a unique certification that combines agile principles and scrum practices. The exam tests candidates on their understanding of key concepts and their application.

Then you move forwards to develop advanced level skills according to your chosen perspective. There is always a practical element involved at this level of certification, to ensure that you can practically apply knowledge on the work floor, as can be expected from you in the role of a Service Manager role. This also ensures that the learning is embedded. ‘Learning by doing’ is estimated to have a retention rate of 75%, compared to 10% based on reading, so this part is essential! You will not only gain knowledge of the theoretical context but will also be able to put it into practice.

EXIN SIAM™ Professional

EXIN SIAM™ Professional tests a candidate’s knowledge of the application of SIAM™ to situations and the candidate’s ability to further analyze the SIAM concepts. The certification looks at managing multiple service providers and integrating them seamlessly to provide a single business-facing IT organization. It also looks at the knowledge and skills required to navigate the 4 stages of the SIAM roadmap. On 1 April 2020, the certification content has been updated to reflect the refreshed BoK.

VeriSM™ Professional

The VeriSM™ Professional certification tests a candidate’s knowledge of, and skills in, applying VeriSM™ in an organization. Those certified as VeriSM™ Professional understand the impact of digital transformation on the organization and on people, consumers as well as staff. They are able to translate strategic direction into a successful operating environment. The certified VeriSM™ Professional has proven his or her ability to create and use a Management Mesh that is based on the organization’s portfolio, principles, and governance needs. After creating or adapting the Management Mesh based on new requirements, a VeriSM™ Professional is able to manage the product or service through the Define, Produce, Provide and Respond stages.

How do I become an EXIN Digital Service Manager?

After completing the required certifications from a perspective, you will automatically be awarded the EXIN Digital Service Manager certification. To get started, navigate to the Get Certified tool and select the certification you wish to attain first. If you would like to find out more information, please contact our support team: