Certification Criteria – Modular Structure

Service organizations deploy a variety of business models to suit their unique requirements depending on the types of products they support, the kind of customers they serve, the maturity and size of their business, the geographic areas they operate in, and many other factors. Because of the diversity of the service organizations in the technology market, the certification program was designed with a modular structure that allows organizations to be assessed fairly and consistently regardless of their business model.

The modular structure includes a Core component, which applies to all organizations, and six other components that apply depending on the organization’s business model: Non-Assisted Support, Assisted Support, Depot Service, Field Service, Outsource Service Management, and Channel Service Management.

The Core component includes the aspects common to all service and support organizations such as strategic management; marketing and sales; universal delivery processes such as knowledge management; talent management; tools and technology; and metrics. The other components each apply to a particular channel for support delivery.

• Non-Assisted support refers to support delivered without the direct intervention of support staff, for instance through a customer self-service web portal.
• Assisted support is support delivered through interaction with support representatives at remote support centers.
• Depot service refers to repairs made at a central location.
• Field service is service that is delivered onsite through field technicians.
• Channel Service Management is for companies that deliver service through their sales partners.
• Outsource Service Management is for companies that deliver service through a relationship with an outsource service provider.

Service organizations are assessed on the Core component as well as any other components that constitute a significant portion of their service activity. The benefit of the modular structure is that each organization can be certified on exactly those support activities in which it is involved.

Get started by contacting the SSPA now!

The road to certified technology service and support excellence begins with a call to the SSPA at 858.674.5491 or email ctss@thesspa.com.