Support-industry certification has just reached a new level.
Introducing . . .
The final step in the evolution of support-industry
certification
Support Performance Certification!
SPC sets the standard for support industry certification. Unlike other industry
certifications, SPC is not exam based; it is performance based. Individuals
seeking SPC certification must first pass an audit to prove they are meeting or have
met required performance levels. To reach full certification, the organization
itself must undergo an audit and be in at least 75% compliance with industry
performance standards.
What is SPC Certification?
SPC stands for Support Performance Certification. It is an industry
certification that is unique in every way. Unlike other industry certifications,
SPC is an integrated, enterprise solution for the support services division of
an organization, and is based on principles of human performance management.
How does SPC differ from other industry certifications?
The goal of SPC certification is to increase performance metrics, customer
satisfaction and return on investment. While these may be the goals of other
certifications as well, the biggest difference between SPC and other
certifications is that SPC guarantees results to those organizations who
reach at least 75% compliance to the SPC standards. Other certification
providers can’t and won’t guarantee their certification. Just
ask them.
You see, other certifications are knowledge-based certifications; success
is measured by whether the participant is able to pass an exam at the end of
class. There is almost never enough time to focus on skills building in class to
make a real difference in performance after class. SPC, on the other hand, is performance-based,
and success is measured by whether the participant is able to demonstrate a
marked performance improvement in the work place--not by whether he has good
rote memorization skills. We certainly use training to accomplish that end:
but training is only a means to the end--never the end in itself. That’s the
SPC difference!
What are other unique features of SPC Certification? One
of the reasons SCInc. is able to offer a performance guarantee for SPC
certification is because it involves the entire support organization and aligns
the certification objectives of each level with all other levels. For instance,
our support-specialist tracks include tier-1 support, tier-2 support, and
esupport, and each support track uniquely prepares participants for the track(s)
that best suit them. Our manager certification courses focus on how to manage
each of these unique support teams; and managers come away fully prepared to
manage participants at each of the support-specialist levels. Similarly, our
executive-level track prepares the director, CIO and CTO on how to reinforce the
concepts on which his or her mangers have been certified, ensuring complete
performance alignment throughout all levels of the support organization!
How can performance be guaranteed?
Only a true professional-development and performance-consulting organization can
make such a promise. That’s what sets up apart from all the training vendors
who offer their own certifications. In short, we work with you and your company
to determine current performance levels, train each level on SPC standards for
that particular level, conduct post-training process audits, and work with you
until you reach a certified level of compliance. Certification is valid for one
year, at which time you have the option of undergoing another audit to renew the
certification.
Download our SPC Inclusions
Sheet
What are the SPC Certification tracks?
There are currently three certification levels with various tracks at the third
level:
- Strategic Level
This participant “drives” the organization--What do we
want to be, and where do we want to go? This includes the CIO, CTO, and/or
Director level of a support organization. Certification tracks include:
Certified Strategic Support Executive (CSSE)
-
Tactical Level
This participant carries out the broad strategy of the
executive level--How do we get there? This includes the manager and supervisor
in a support organization. Certification tracks include:
Certified Support Operations Manager (CSOM)
-
Procedural Level
The participant carries out the directives of the tactical
level. The focus is on understanding and carrying out the mission at various
levels. This includes all support specialists across the board. Certification
tracks include:
Pre-level:
Certified Customer Support Agent (CCSA)
Level 1 Support Specialist:
Certified Tier 1 Support Specialist (CT1SS)
Certified End-User Trainer (CEUT)
Level 2 Support Specialist:
Certified Tier 2 Support Specialist (CT2SS)
Certified eSupport Specialist (CeSS)
-
Organizational Level
An organization is awarded site certification once all levels
are trained and the organization achieves 75% compliance of SPC standards.
About SCInc.
SCInc. specializes in the professional development of
computer/user-support and computer training professionals, as well as in
technical documentation and training. Our services include core-competency and
certification training for support analysts, support managers, directors, CIO
and CTOs in the areas of customer-service skills, problem-solving techniques
leadership and managerial skills, presentation skills, and operational and
strategic efficiencies. SCInc. was designated by Help Desk Institute* as the
original developer of and Authorized Training Partner for its HDI Certification
Seminars. In addition, we have provided documentation and training to literally
dozens of fortune 500 companies. Our ability to understand the technical
complexity of your software coupled with our ability to simplify difficult
concepts for the end user, makes our documentation and training services an
indispensable part of our customers’ software-development projects.
For more information about our certification and training, call
us toll-free at 1.877.916.1510; email us at info@scinc.com; or visit us at
www.scinc.com. | 
