SHL Psychometric, Behavioural and Cognitive Ability Testing Assessments

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: Maintenance schedules clearly articulated on our website. The schedule is published six months forward.
Additional hours may be reserved for system upgrades as published in our maintenance schedule. SHL
reserves the right to conduct emergency maintenance, without impact on availability, and will try to
provide as much notice as possible. Our monthly maintenance window allows up to six hours of downtime.
SHL aims to achieve an overall 99.8% monthly average availability for its systems (excluding scheduled
maintenance and scheduled upgrades)
System requirements: 56Kb, or faster, Internet connection to get the best experience

1Mb per second, or faster, Internet connection for video-based assessments.

Requires an internet browser connection

Please disable any pop-up blocking software

https://support.shl.com/

User support

Email or online ticketing support: Email or online ticketing
Support response times: Contact Us Form Requests - 24 hours SLA Monday to Friday
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: No
Support levels: SHL provides round the clock support, maintenance and monitoring services for SHL Talent Assessments and related services. The goal of SHL Support is to support our clients to resolve any usage issues that occasionally arise and be agile in resolving them
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Webinar based system training, E-Learning, video tutorials and user guides are available. Subscription clients will also have access to an Account Manager for guidance and ongoing support.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: PowerPoint

.CSV

Word
End-of-contract data extraction: Contact our Technical Support Team. A formal request should be submitted to instruct that data should be deleted from SHL systems. Client data is not automatically purged from our systems. If the client does not explicitly include a data retention period in their agreement or explicitly request for their data to be deleted, then we will keep their data indefinitely.
End-of-contract process: Stipulated in order/contract documentation.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Candidates sitting assessments on mobile or tablet devices will experience a mobile optimized version of our assessments - our assessments have been designed to offer a consistent experience across platforms. Not all assessments are available on mobile or tablet devices.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Users would access assessments via our online assessment administration platform - Talent Central. This platform has been designed with a number of accessibility features.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: More information can be found via our technical support helpline and candidate technical support site
API: Yes
What users can and can't do using the API: TalentCentral web service interface uses well defined schemas for a partner system to implement. This web service provides a web interface (includes web methods) to perform certain actions on TalentCentral through industry standard transports such as HTTP and SOAP. A partner system will integrate these calls into its workflow to consume TalentCentral services exposed via this web service interface. The partner system will expose web method to consume any notifications that are published by TalentCentral web service. These web methods are well defined as part of the TalentCentral web service interface.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: We offer extensive candidate experience and platform branding options. Assessment content and report outputs can be created specifically for
the organisation. Customisation services are available at additional cost and not included as standard.

Scaling

Independence of resources: For robust service delivery, information systems must meet anticipated capacity requirements at SHL. The system’s development and operational teams are responsible for determining anticipated hardware requirements and capacity and for monitoring system capacity performance. This includes disk usage and size, network traffic load, load balancing, necessary processing power, and necessary memory requirements

Analytics

Service usage metrics: Yes
Metrics types: Uptime reports can be provided upon client request. Clients can access usage reporting via their assessment platform.
Reporting types: Real-time dashboards

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Other
Other data at rest protection approach: Data at rest is encrypted utilising TDE
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Information regarding users is available to the project administrator in report and dashboard form. Applicants cannot see their own data directly but can be provided with reports by the administrator, which are designed for applicant usage. Data subjects can submit a request to view, change, or delete their data via email, however as the client is the data controller, SHL requests consent from the client to process the participants request.
Data export formats: CSV

Other
Other data export formats: PDF
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: Our monthly maintenance window allows up to six hours of downtime. SHL aims to achieve an overall 99.8% monthly average availability for its systems (excluding scheduled maintenance and scheduled upgrades).
Approach to resilience: For robust service delivery, information systems must meet anticipated capacity requirements at SHL. The system’s development and operational teams are responsible for determining anticipated hardware requirements and capacity and for monitoring system capacity
performance. This includes disk usage and size, network traffic load, load balancing, necessary processing power, and necessary memory requirements
Outage reporting: SHL follows its incident management process in such scenarios.

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: Access follows the principle of elast privilege and is provided on a need to know basis.
Access restriction testing frequency: At least once a year
Management access authentication: Username or password

Audit information for users

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: June 2021
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 21/09/2020
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: N/A
PCI certification: No
Cyber essentials: No
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: ISO22301

ISO20000

ISO9001

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Our IT Security Policy document is available upon request or via our website

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Our Change Management Process is based on ITIL foundations and best practices. All processes are documented and categorised based on four types of requests for change; the most commonly used procedures to track and implement system and technology changes. Operational metrics are gathered through key defined and agreed metrics for a variety of systems. IT Change Management process currently covers both hardware and software related activities. All changes are reviewed through a weekly meeting and captured and recorded for compliance. Changes and problems are audited by internal and external auditors quarterly. The findings are then presented to the compliance board.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: SHL employs third party web application testing across several internet-facing applications, performed by WhiteHat Security Sentinel Services. In addition to common application vulnerabilities, Sentinel covers the OWASP Top Ten web site security vulnerabilities. Vulnerabilities are remediated as per the vulnerability management policy. Critical vulnerabilities – 30 days High vulnerabilities – 60 days Medium vulnerabilities – 90 days Low vulnerabilities – 120 days
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: SHL has signature- and behavioural-based detections using IPS that are distributed at all Internet inbound and outbound connections. IPS tuning helps us ensure alerts are real and actionable. The Information Security Team uses a combination of regular internal and external scanning process for ongoing vulnerability assessments. Review meetings are held to review scan results, issues are documented, and remediation is prioritised. Information Security also performs compliance monitoring and reporting across servers and workstations.
Incident management type: Supplier-defined controls
Incident management approach: SHL’s incident management policy serves as a formal process for reporting, investigating, and analysing all information security events, weaknesses, and incidents. The policy further ensures that lessons are learned so preventive controls can be identified and implemented. In addition to the policy, SHL also has a comprehensive incident response process based on industry best practice. Clients are notified within 48 hours in the event of a confirmed security breach, not a suspected one.

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Social Value

Equal opportunity

SHL is an equal opportunities employer and has a global diversity program, working to maintain and further develop diversity across its various regions. SHL maintains a supplier due diligence review process that requires all suppliers to certify that there are no known instances or concerns of forced labour, slavery, human trafficking and/or human rights (“Supply Chain Ethics”) violations in their business. SHL is committed to developing and implementing programs and initiatives to promote diversity, equity and inclusion firmwide:

• Firmwide periodic communications reiterating SHL’s support and commitment to its DEI initiatives, including company-wide Town Halls, senior leadership meetings and corporate communications.
• Supporting diversity in hiring and other employment opportunities, particularly for women, people of colour, the LGBTQ+ community, and any other underrepresented, undervalued, or marginalized persons. Support for this effort includes:
• identifying any barriers that may exist for providing equal employment opportunities.
o encouraging managers to offer internships to, hire, engage, and develop diverse teams of employees, training managers on best practices for doing so, and monitoring recruitment efforts and progress.
o ensuring proper representation within those involved in the interviewing and hiring process; and
o setting goals to increase representation of diverse individuals in senior leadership roles.
• Workplace mentoring programs and leadership initiatives to develop diverse employees as leaders and help ensure appropriate opportunities for career advancement.
• Workplace affinity groups to encourage employee participation.
• Flexible work arrangements to accommodate diverse personal situations (for example, childbirth or adoption), enabling employees to choose their preferred pronouns and respecting these choices, providing volunteering/social action paid time-off for employees, which employees can also use to attend civil rights protests, marches, or similar activities, and designating certain meaningful days as company holidays and encouraging employee reflection, introspection, or activism on those days.

https://www.shl.com/resources/by-topic/diversity-equity-and-inclusion/

Pricing

Price: £4,500 to £1,000,000 a licence
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Access to certain tests can be provided for a handful of users upon request in order to understand the candidate experience. Sample reports are also available to show example outputs.

SHL Psychometric, Behavioural and Cognitive Ability Testing Assessments

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

SHL Psychometric, Behavioural and Cognitive Ability Testing Assessments

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents