ESKITP7093 IT/Technology Service Catalogue and/or Service Level Management, Measurement and Reporting Level 3 Role

Transcription

1 IT/Technology Service Catalogue and/or Service Level Management, Measurement and Reporting Level 3 Role Overview This sub-discipline is about the competencies required to manage both the service catalogue and the service levels associated with each service within it. Service catalogue management activities ensure that the service catalogue details all of the IT/technology services offered to an organisation and that it remains current, available and accessible to all individuals and groups who may need to reference it. Service Level Management involves activities negotiating and agreeing service levels for service that apply to IT/technology services as well as monitoring, measuring and reporting on performance against these targets. It aims to ensure that all services are documented in appropriate Service Level Agreements (SLAs) and other associated documentation, that accurate and timely reports of actual performance are produced and distributed to relevant individuals and groups and that, where necessary, plans are put into place to improve the levels of service provided. Note: For each role it is necessary to subsume the knowledge and understanding statements from the role immediately below. 1

2 Performance criteria You must be able to: 7093 Competence ( ): Carry out service catalogue and/or service level management activities, under supervision This competence will be demonstrated by the following Performance Criteria ( C): P1 P2 P3 P4 P5 Correctly follow all of the procedures, tools and techniques to use for service catalogue management activities and their deliverables, under supervision Correctly follow all of the procedures, tools and techniques to use for service level management activities and their deliverables, under supervision Correctly identify those individuals and groups from both within and outside the organisation who have service level requirements for any particular system, service or asset and accurately gather their requirements, under supervision Ensure the accessibility and availability of the service catalogue to all customers as appropriate and in line with the service levels that apply to it Correctly use any relevant Service Level Agreements (SLAs) and, where appropriate, associated Operational Level Agreements (OLAs) in order to perform own duties effectively, under supervision Competence ( ): Gather and document service catalogue and/or service level management activities, under supervision This competence will be demonstrated by the following Performance Criteria ( C): P6 P7 Correctly source and accurately collate all the information that must be included in the service catalogue Accurately collate and document information that can be used to support the measurement of service levels against metrics by relevant people Competence ( ): Assist in the communication of information produced by service catalogue and/or service level management activities This competence will be demonstrated by the following Performance Criteria ( C): P8 Correctly identify when to publish service level reports and to whom they must be distributed, under supervision P9 Ensure that all service levels reports are published in a timely manner and are distributed correctly to all recipients, under supervision P10 Ensure that the communication and reporting of all required performance metrics against service levels is carried out accurately, openly and in a timely manner, under supervision

3 P11 Communicate the purpose and role of the service catalogue to internal and external customers clearly and effectively, and provide them with accurate, courteous and timely advice and guidance on all aspects of its use P12 Provide information about the performance of any particular service to sponsors, stakeholder and external bodies as well as individuals and groups who provide support, under supervision Knowledge and understanding You need to know and understand: Competent performance requires Knowledge ( K) of how to: K2 Identify and select the individuals and groups from both within and outside the organisation who have service level requirements K3 Use and apply: K3.1 the procedures, tools and techniques to use for service catalogue and/or service level management activities and their deliverables K3.2 service level requirements from customers both within and outside the organisation K3.3 the requirements for the service catalogue K3.4 Service Level Agreements (SLAs) and, where appropriate, associated Operational Level Agreements (OLAs) K4 Operate with reference to customer needs for the service catalogue and/or service levels K5 Comply with all relevant and applicable legislation regulations and external standards relating to service catalogue and/or service level management activities K6 Take actions and measures to ensure the accessibility and availability of the service catalogue to customers K7 Advise and guide others on all aspects of the service catalogue and its use K8 Competent performance requires Understanding ( U) of: K9 The role of service level management activities in supporting quality standards and levels of customer satisfaction K10 That there may be a difference between the levels of service required/requested and what can be agreed and provided K11 What is the relationship between: K11.1 the service catalogue, service levels and the service lifecycle K11.2 the service catalogue and all other service delivery/operation activities K12 What is meant by: K12.1 a service target K12.2 an Operational Level Agreement (OLA) and what is its purpose K12.3 a Service Improvement Plan (SIP) and what is its purpose K13 What topics need to be covered in a Service Level Agreement (SLA) K14 What is the range of IT/technology services that could be included within a service catalogue K15 What are the objectives of service catalogue and service level management

4 K16 What are the potential implications of: K16.1 the service catalogue not being available to and accessible by internal and external customers of IT/Technology services K16.2 failures to meet the level of service either within an organisation or between organisations K16.3 service level catalogue and/or service level management activities and their deliverables being incorrect, incomplete, inadequate and/or inappropriate K17 The fact that service levels: K17.1 for IT/technology systems, services and assets are valued by and important to customers K17.2 may differ to particular IT/technology systems, services and assets, reflecting their importance to a business at any particular period in time K17.3 service levels may exist both within an organisation K18 The fact that: K18.1 structured processes and procedures are essential to service catalogue and service level management activities K18.2 the agreed service levels associated with any particular IT/Technology system, service or asset may vary according to specific internal and external factors such as seasonality, that are important to an organisation s business operations K18.3 differing IT/technology systems, services and assets may require differing performance metrics to be used on them K18.4 the service catalogue may only present those elements of the Service Catalogue that are relevant to a particular customer K18.5 the achievement of IT/technology service levels may be critical to the brand and reputation of an organisation K18.6 there are external providers of service catalogue and service level management services K19 The fact that Service Level Agreements (SLAs): K19.1 need to be appropriate, meaningful and relevant to customers K19.2 Agreements (OLAs) and commercial/contractual arrangements K20 The importance of and relevance of service catalogue and service level management within the full life cycle of service management and delivery supporting an organisation K21 How: K21.1 the service catalogue may support customer satisfaction levels K21.2 appropriate, relevant and meaningful Service Level Agreements (SLAs) may assist in the achievement of appropriate levels of customer satisfaction Competent performance requires Knowledge ( K) of how to: K22 Source, gather and collate information: K22.1 included in the service catalogue K22.2 from internal and external customers relating to their service level requirements K22.3 that can be used to support the measurement of service levels against metrics K22.4 to support the reporting of the performance of service catalogue and/or

5 service level management activities against their targets and/or metrics K23 Record and store: K23.1 the procedures, tools and techniques to use for service catalogue and/or service level management activities and their deliverables K23.2 service level requirements from both within and outside the organisation K23.3 the requirements for the service catalogue K23.4 information that can be used to support the measurement of service levels against metrics K23.5 the results from monitoring the quality and effectiveness of the service catalogue K23.6 information that can be used to support the measurement of service levels against metrics K23.7 the results from monitoring the quality and effectiveness of the service catalogue and/or Service Level Agreements (SLAs) in meeting customer needs Competent performance requires Understanding ( U) of: K24 What information: K24.1 should be included in the service catalogue in relation to any particular IT/technology service K24.2 might need to be referenced and used during service catalogue and/or service level management activities K25 Why: K25.1 the quality and effectiveness of service catalogue and service level management activities and their deliverables need to be monitored K25.2 the alignment of service levels with contractual and commercial arrangements needs to be monitored K25.3 The importance of reviewing service levels as and when business requirements or the IT/Technology requirements supporting them change K26 The procedures, tools and techniques that can be used to: K26.1 monitor the quality and effectiveness of service catalogue and service level management activities and their deliverables K26.2 measure service level performance/compliance Competent performance requires Knowledge ( K) of how to: K27 K28 K22 Identify when to publish and who should receive service level reports Take actions and measures: to publish and distribute service level reports

6 Developed by e-skills UK Version number 1 Date approved September 2009 Indicative review date Validity Status Originating organisation March 2014 Current Original e-skills UK Original URN 7093 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Service level