The Code of Conduct is a set of quality principles and standards for the behaviors, processes and conduct of those Accredited Training Counsel Trade Association (ATCTA) Active Voting or Non-voting members who have chosen to comply with this quality standard. It does not cover every specific situation but provides guidelines for quality principles and standards. ATCTA Active Voting or Non-voting members at a minimum will comply with the ATCTA Code of Ethics. Complying with the ATCTA Code of Conduct is an optional level of compliance that is available for every ATCTA Active Voting and Non-voting member.

The Code of Conduct is based on the mission and vision articulated by the ATCTA in the “ATCTA Mission and Vision” and the core values articulated in the “ATCTA Code of Ethics”.

The ATCTA Code of Conduct describes and discloses:

• A definition of honest and ethical conduct
• Additional practices complying members of the ATCTA will follow for compliance, disclosure, reporting and anonymous customer reporting above and beyond the Code of Ethics
• Accountability

The Code of Conduct is a formal statement of our ATCTA member’s commitment, as a company and as individuals, to conduct its business as set forth in the Code of Conduct at all times. It expresses our common understanding of what we at the ATCTA mean when we talk about quality principles and standards regarding IT Service Management (ITSM) certification training.

The ATCTA developed the Code of Conduct in close consultation with accredited ITSM certification training providers.

Every ATCTA member has the opportunity to contribute to the enhancement of the Code of Conduct either through participation in the ATCTA Governance and Compliance Committee or via contacting the ATCTA on the ATCTA’s website (www.atcta.org).

The ATCTA Code of Conduct characterizes quality principles and standards of ITSM certification training. The Code of Conduct recognizes ITSM certification training as a profession in line with other professions such as law, engineering, accounting, and medicine.

The Code of Conduct:

• Provides a set of quality principles and standards which will assist accredited ITSM certification training providers, and accredited ITSM certification trainers and instructors to develop and deliver quality ITSM certification training courses and guide them in their everyday conduct.
• Encourages the highest standards of action in all accredited ITSM certification training providers and accredited ITSM certification trainers and instructors, in relationship with customers and students, by setting out clear statements of expectation.
• Provides a public statement about how those work as accredited ITSM certification training providers and accredited ITSM certification trainers and instructors will behave and how the ATCTA member expects to be viewed and ultimately judged.
• Promotes public confidence in the ITSM certification training.

The ATCTA Code of Conduct is binding to all who are an Active or Non-Active Voting member of the ATCTA who have a chosen to comply with this quality standard and those who act or operate on behalf such ATCTA members such as sub-contractors and licensees.

The vast majority of accredited ITSM certification training providers and accredited ITSM certification trainers and instructors should have no difficulty in complying with the ATCTA Code of Conduct. At the same time every Active or Non-Active Voting member of the ATCTA is free to choose whether or not apply for this membership level.

The ATCTA Code of Conduct is not intended to act as a disciplinary tool; the greatest value of the Code of Conduct will be to assist accredited ITSM certification training providers and accredited ITSM certification trainers and instructors to better exercise their judgment when making decisions within the culture and context of the ITSM certification training marketplace.

Any member of the ATCTA may be suspended or expelled from this membership level for conduct in violation of the Articles, By-laws, Code of Ethics and Code of Conduct of the ATCTA.

The Executive Committee of the ATCTA will, as expeditiously as possible, investigate any charges, giving the member so charged a reasonable opportunity to answer such charges in writing. The Executive Committee, upon the completion of its investigation, will enter an order disposing of such charges either by dismissing them, issuing a probationary warning, suspending for one year or expelling the member based on the gravity of the issue. The Secretary of the ATCTA will communicate with the member against whom the charges have been made. In the case of suspension of a member by order of the Executive Committee, as provided for in this section, the member shall be liable for and pay his annual dues or other financial obligations to the Association during such period of suspension. Expelled members are not eligible for a refund of their dues.

The ATCTA does not actively monitor compliance with the Code of Conduct though audits comprised of site visits and inspections by the ATCTA or other parties may occur. The philosophy is that the customers of the accredited ITSM certification training providers and accredited ITSM certification trainers and instructors and its students are the best judge of adherence to the quality principles and standards as described in the Code of Conduct.

The ATCTA has the following monitoring and enforcement process in place:

• Every student who has attended a course of an ATCTA member and every customer representative who has purchased a certification training course of an ATCTA member is provided the link to the ATCTA website and is invited to participate in a survey; it is the responsibility of the ATCTA member to provide this information to the student(s) and/or customer.
• The survey will address the level of adherence of the accredited ITSM certification training provider(s) and/or accredited ITSM certification trainer(s) and instructor(s) to the ATCTA Code of Conduct.
• The survey results are not public information; only the accredited ITSM certification training provider(s) and/or accredited ITSM certification trainer(s) and instructor(s) and the ATCTA Governance and Compliance Committee have access to it.
• Every quarter, the ATCTA Governance and Compliance Committee aggregates the results and shares the results with the respective accredited ITSM certification training provider and/or accredited ITSM certification trainer(s) and instructor(s) as well as the ATCTA Executive Board.
• In the event of a negative trend, the ATCTA Governance and Compliance Committee contacts the accredited ITSM certification training provider and/or accredited ITSM certification trainer(s) and instructor(s) for more information and to offer assistance/guidance.
• In the event the trend persists for another quarter, the ATCTA member’s membership will be terminated
• Renewal of membership is possible 12 months after the termination and upon approval of the ATCTA Governance and Compliance Committee; the Committee will seek evidence of improvements that are satisfactory.
• Accredited ITSM certification training providers and/or accredited ITSM certification trainers and instructors who refuse to abide by the Article III of the ATCTA By-Laws, Membership, will be expelled and listed as such on the ATCTA website.

Members of the ATCTA who have chosen to comply with the Code of Conduct are responsible for the following:

• Communicating the ATCTA Code of Conduct to its staff, including its instructors, to its sub-contractors and to its licensees
• Assessing the potential for breach of the Code of Conduct within their area of responsibility
• Maintain a reporting, identification, prevention and corrective action system to assure adherence to the ATCTA Code of Conduct
• Assure there is no retaliation against any employee, sub-contractor and/or licensee for reporting a concern with regards to the Code of Conduct in good faith
• Contacting the ATCTA Governance and Compliance Committee in order that they may lead or assist in an investigation, should a suspected breach of the Code of Conduct arise
• Enforce the ATCTA Code of Conduct including assisting with investigations and, when warranted, take appropriate action in consultation with the ATCTA Governance and Compliance Committee.

Every member of the ATCTA acts as a role model. Every member can influence and lead our fellow accredited ITSM certification training provider and accredited ITSM certification trainer and instructor when it comes to behaving in a quality fashion. Only by working together we can maintain a culture of unshakeable quality in the ITSM certification training industry.

The ATCTA Code of Conduct

ATCTA members work to a Code of Conduct. ATCTA members:

• Demonstrate their compliance with the Code before joining the ATCTA
• Explicitly renew their commitment to the Code every year
• Will be assessed after every training course based on customer feedback, or after the ATCTA receives a complaint, or on the initiative of the ATCTA Governance and Compliance Committee. If upheld, the feedback or the complaints can result in expulsion.

As a member of the ATCTA, you will always:

• ATCTA members make sure that the objectives and terms of any training course, including remuneration, are agreed with the client in advance. In any conflict, the duty to the customer must prevail.
• Good Code of Conduct examples:
  • 1.1 ATCTA members proactively gather feedback from customers on an ongoing basis and act upon the feedback trends; ATCTA members’ trainers and instructors ask for feedback during a training course and after the completion of the training course.
  • 1.2 ATCTA members ensure that documented objectives and terms for any training course are agreed with the customer including escalation process in the event of issues and changes; documented processes are in place for dealing with conflicts of interest.
  • 1.3 There is evidence of internal challenge within the member firms to check that the training course is in the best interest of the customer and represents value for money; ATCTA members undertake constructive challenge of customers' decisions.
  • 1.4 Customer feedback is an integral part of individual performance assessment.
  • 1.5 In the terms of engagement, quotes, statement of works, etc., there is transparency about costs; variations to cost and scope are notified in advance and agreed with the customer.
• Non-compliance examples:
  • 1.6 ATCTA member firms do not have a complaints handling/feedback process.
  • 1.7 The customer has not been asked for feedback during and after the training course.
  • 1.8 The terms of engagement, the quote or the statement of work are not agreed before the training course begins.
  • 1.9 The terms of engagement, the quote or the statement of work do not refer to a governance process.
  • 1.10 Incentives and performance management regimes encourage behaviors that could be detrimental to the customer’s interests.
  • 1.11 ATCTA members take remuneration from third parties in relation to decisions about choice of suppliers.
  • 1.12 Hidden costs become evident after terms are agreed.

• ATCTA members ensure a clear focus on value and the transfer of knowledge to customers. Customer feedback is what the ATCTA will seek to demonstrate high levels of customer satisfaction. Member assessments, also includes this feedback from clients.
• Good Code of Conduct examples:
  • 2.1 Terms of engagement, quotes or statements of work clearly state benefits and what a successful training course looks like; post training course evaluation takes place to assess the realization of benefits
  • 2.2 Knowledge transfer objectives are agreed upfront with the customer; for advanced courses this includes skills transfer objectives
  • 2.3 If applicable, there is an acknowledgement of any risks upfront and appropriate joint action is taken to mitigate
  • 2.4 If applicable, progress reporting is put in place which confirms the direction of work and triggers change where necessary, ensuring that there are no surprises
  • 2.5 Trainers and instructors of ATCTA members plan and assess for effective learning in all instructional mediums (e.g. classroom-based, virtual classroom-based, blended learning, instructional video-based, etc.):
    • 2.5.1 They use their knowledge of students, content and pedagogy to establish clear and achievable learning goals for their students;
    • 2.5.2 They plan for the use of a range of activities, resources and materials to provide meaningful learning opportunities for all their students;
    • 2.5.3 They monitor student engagement in learning and maintain records of their learning progress;
    • 2.5.4 They select assessment strategies to evaluate student learning, to provide feedback to students.
  • 2.6 Trainers and instructors of ATCTA members reflect on, evaluate and improve their professional knowledge and practice.
    • 2.6.1 They regularly reflect on and critically evaluate their professional knowledge and the effectiveness of their teaching;
    • 2.6.2 They work collaboratively with other professionals and members of the ATCTA and engage in discussion of contemporary issues and research to improve professional practice and to increase the learning outcomes for students;
    • 2.6.3 They identify their own professional learning needs and plan for and engage in professional development activities.
  • 2.7 All the course materials of ATCTA members include:
    • 2.7.1 Text and graphics so the materials can be used after the course as a reference document; materials do not consist of just slides or movie pictures;
    • 2.7.2 Overviews, summaries, and hints and tips;
    • 2.7.3 A guided pre-course study program, if applicable
  • 2.8 Advanced ITSM certification training courses of ATCTA members whether instructor-led or in an e-learning environment:
    • 2.8.1 Are designed to immerse students together for shared learning;
    • 2.8.2 Consist of labs, practical assignments or breakout sessions (minimum 40% of the total class time)
  • 2.9 Advanced ITSM certification training courses of ATCTA members in an e-learning environment consist of at least 60% of real-time live instruction
  • 2.10 ATCTA members have a train-the-trainer program and a trainer and instructor assessment process; at a minimum, the trainers and instructors meet the quality criteria as set forth by the accreditation organizations
• Non-compliance examples:
  • 2.11 No visibility or review of the customer’s success criteria
  • 2.12 No visibility or review of the trainers’ and instructors’ knowledge, skills, and performance
  • 2.13 Course materials have no text so it can be used as a reference document after the training course
  • 2.14 Course materials of advanced courses consist of just slide or movie pictures
  • 2.15 Accessing a live instructor or coach for an advanced e-learning certification training course is optional

• ATCTA members only employ staff with relevant experience and qualifications; they have formal training and development programs for their trainers and instructors, together with performance appraisals
• Good Code of Conduct examples:
  • 3.1 The trainers and instructors have suitable professional qualifications; this includes the trainer and instructor requirements as set forth by the accreditation organizations
  • 3.2 There is a professional development program in place for your trainers and instructors
  • 3.3 ATCTA members proactively gather feedback from their staff on an ongoing basis and act upon the feedback trends
  • 3.4 Where subcontractors are used, they are of good quality and well briefed on the customer’s objectives and values of the ATCTA member firm
  • 3.5 ATCTA members ensure that their staff is aware of the ATCTA Code of Conduct
  • 3.6 Trainers and instructors of ATCTA members know how students learn and how to teach them effectively.
    • 3.6.1 They draw on the body of knowledge about learning and contemporary research into teaching and learning to support their practice;
    • 3.6.2 They know the importance of prior knowledge for learning, and the impact of discussion, group interaction and reflection in the learning process;
    • 3.6.3 They know how to engage students in active learning;
    • 3.6.4 They know how classroom and program design, use of materials and resources and the structure of activities impact on learning.
  • 3.7 Trainers and instructors of ATCTA members know the content they teach.
    • 3.7.1 They have a sound, critical understanding of the content, processes and skills they teach;
    • 3.7.2 They can articulate the key features and relevance of their content to their students and others, and can demonstrate how it is applied;
    • 3.7.3 They know the methodologies, resources and technologies which support learning of the content, processes and skills they teach;
    • 3.7.4 They are familiar with curriculum statements, policies, materials and programs associated with the content they teach.
  • 3.8 Trainers and instructors of ATCTA members know their students.
    • 3.8.1 They know the learning strengths and weaknesses of their students and are aware of the factors that influence their learning.
  • 3.9 Each ATCTA member organization will ensure there is at least one (1) named ‘Senior/Lead Instructor’ who has a minimum of three (3) years of real-world practical experience implementing or consulting in ITSM.
    • 3.9.1 The named instructors’ qualifications shall be submitted and kept current with the ATCTA application.
    • 3.9.2 The responsibility of the named instructor(s) is to ‘mentor’ junior instructors so to ensure that in particular the advanced ITSM certification courses can be delivered ‘practically’.
  • 3.10 Each ATCTA member organization will ensure that all its instructors meet or exceed the instructor requirements as defined by the governing accreditation organization(s) for the courses they teach. These requirements include:
    • 3.10.1 The certification level of the instructor
    • 3.10.2 The practical ITSM experience of the instructor
    • 3.10.3 The instructor’s ability to manage, run and deliver training courses
    • 3.10.4 The instructor’s experience delivering the training course.
• Non-compliance examples:
  • 3.11 No professional development exists for trainers and instructors
  • 3.12 No training program exists for trainers and instructors
  • 3.13 Trainers and instructors of advanced certification training courses lack the necessary real-world experience implementing or consulting in ITSM
  • 3.14 Trainers and instructors lack the educational expertise to teach effectively

• ATCTA members must disclose any information which could influence their ability to conduct a particular training course.
• Good Code of Conduct examples:
  • 4.1 If applicable, ATCTA members agree with the customer who the key stakeholders are for negotiation and sign-off.
  • 4.2 ATCTA members ensure that the customer has a clear understanding of what the ATCTA member firm is going to do.
  • 4.3 There is a joint agreement between the ATCTA member firm and the customer about what each is responsible for, e.g. classroom and training course materials logistics.
  • 4.4 Jargon is avoided in contracts; language used is clear, straightforward and unambiguous.
  • 4.5 If applicable, there is transparency about costs, including expenses and exam fees, and all information relating to costs and fees appears in one place in the terms of engagement, quote or statement of work.
  • 4.6 There is transparency about resources available to conduct the training courses and the risks relating to their availability.
  • 4.7 Upon request the use of subcontractors is disclosed. Their work is always monitored.
  • 4.8 There is transparency towards the customer regarding the ATCTA member’s:
    • 4.8.1 Pass rates
    • 4.8.2 Customer references
    • 4.8.3 Means of the certification exam: is it electronic or paper-based or can the customer choose
    • 4.8.4 Proctoring of the certification examination: is the exam proctored by an independent accreditation organization appointed proctor, the trainer or the instructor, or can the customer choose
    • 4.8.5 Certification exam preparation: how many exam preparation questions does the course consist of and how much time during the course is spent on exam preparation
    • 4.8.6 Training course materials: does the ATCTA member uses its own accredited course materials or has it licensed the materials
    • 4.8.7 Website: the ATCTA member discloses a course schedule and locations (if applicable), a detailed course curriculum, and the course fees including the exam fees.
• Non-compliance examples:
  • 4.9 The training is conducted without any agreement in place
  • 4.10 Not monitoring subcontractors or not declaring the use of subcontractors upon the customer’s request
  • 4.11 The marketing collateral such as brochures and website lacks the required information
  • 4.12 The contract with the customer does not state details such as the means of the certification exam, the proctoring of the exam, and whether or not the ATCTA member uses its own materials and instructors

• ATCTA members keep strictly to all agreements about the confidentiality of information. They all have a training and education service which is ring-fenced from any other business so that their advice is objective and fact-based. Members only accept work that they are qualified and have the capacity to undertake.
• Good Code of Conduct examples:
  • 5.1 ATCTA members ensure the customer’s confidentiality
  • 5.2 Customer case studies, quotes and references are used only with the prior agreement of the customer
  • 5.3 There is transparency over the use of subcontractors, the relationship with third party suppliers, the member’s other lines of business and alliance partners
  • 5.4 Experiential advice is given to customers based on market evidence
  • 5.5 Mechanisms are in place to ensure that, where there is a conflict of interest, this is managed
  • 5.6 There is transparency over the resources available to conduct the course(s) and the risks related to their availability
• Non-compliance examples:
  • 5.7 Breaches of intellectual property and copyright laws
  • 5.8 Not having a process in place to ensure confidentiality of information
  • 5.9 Leaking customer data
  • 5.10 Sharing information for financial gain
  • 5.11 Pushing an inappropriate solution to the customer for financial gain
  • 5.12 The course materials consist of product, service or tool pitches

• All ATCTA members have a track-record in the industry – they have been in operation for at least one year before they join the ATCTA. They are financially self-supporting and can meet all their liabilities.
• Good Code of Conduct examples:
  • 6.1 In practice for at least one year
  • 6.2 Financially solvent with no insolvency issues for at least the previous three years
  • 6.3 Effective risk management and business resumption plans in place
• Non-compliance examples:
  • 6.4 Declared bankrupt
  • 6.5 No professional liability insurance in place