Career Certification for Service Professionals
The Service Capability & Performance (SCP) Standards provide the definitive benchmark of service excellence in the technology industry. Service organizations around the world have certified their operations against the standards, which are recognized worldwide. SCP Career Certification provides the career development component of the broader standards framework.
Building on the same industry-focused foundation, SCP Career Certification provides a curriculum designed to develop the skills and expertise of individual contributors and leaders within a services organization. More than fifty executives from leading global service organizations participated in the creation of the curriculum and continue to provide input into its ongoing development. SCP Career Certification provides confirmation that individuals and leaders within the service organization have the skills to deliver exceptional service and drive significant business improvement.
SCP Career Certifications match typical career roles, from non-technical customer service representatives to service and support management. After completing online or instructor led courses, students obtain certification by passing rigorous exams that test their understanding of course content and application in real world situations. The following certifications are available:
- Certified Service Representative (CSR)
- Certified Support Professional (CSP)
- Certified Support Specialist (CSS)
- Certified Support Supervisor (CSV)
- Certified Support Manager (CSM)
- Certified Field Service Engineer (CFSE)
- Certified Field Service Manager (CFSM)
Exams are delivered either online or at the end of instructor led classes. Questions range from objective to essay format, with each test including between 20 and 120 questions total. Students who successfully pass the exams attain the designation as an SCP Career Certified professional.