IT/Technology Service Operations and Event Management Level 5 Role Overview This sub-discipline is about the competencies required to manage and maintain the day to day operation of the software, hardware and network infrastructure used by the IT/technology systems, services and assets supporting an organisation. IT/technology software, hardware and network infrastructure may exist both within a single organisation and also be shared/span across multiple organisations. Software may include items such as: systems management software such as operating system software database management software software tools storage management software middleware for connecting applications and other components web services applications Hardware infrastructure may include items such as: processors storage devices mobile devices input and output devices any other items of hardware required for the provision of IT/technology systems, services and assets for an organisation Network infrastructure includes all of the components necessary for any type of network, whether hard wired or wireless, which support the provision of IT/technology systems, services and assets for an organisation. This sub-discipline requires not only an appreciation of the role and purpose of individual software, hardware and network products and services, but also of how they must be operated according to the architectural principles, standards and protocols that govern how they work together. It also requires an understanding of the service levels required by the organisation in order to operate effectively. Service involve not only monitoring and control, carried out from consoles or an bridge, but also operational aspects of processes from other sub disciplines such as change management and availability management. Event management involves responding to events/triggers in the most appropriate manner, be this an event that indicates normal occurrences that require routine action or ones that indicate an abnormal occurrence that may result in an incident. ESKITP7015 1
Performance criteria You must be able to: You must be able to: Manage and develop the provision of service P1 P2 P3 P4 P5 P6 P7 P8 P9 Develop the policies, plans, standards, procedures, tools, techniques and plans, and assist in the development of strategy, that apply to service Design service schedules and the events/triggers that need to be in place to control and monitor operational Develop the service levels and operational hours that apply to service and the metrics and targets that are used to measure them, under direction Identify the interdependency of tasks within the service schedule and the priorities for service tasks Identify the backup strategies and implement backup and recovery procedures as part of service schedules Verify the appropriateness of any responses taken to events by other individuals working within service Advise and guide others on service scheduling and best practice in service Ensure changes to schedules on a day to day basis are minimised, in line with service metrics and targets Assist others in managing the impact of any major incident(s) on the of service Monitor and report on the quality, effectiveness and customer satisfaction relating to the provision of service P10 Ensure that that service meet strategic, financial and operational service targets, under direction P11 Identify the level of expertise required to perform service and the effectiveness of individuals working in service in meeting relevant targets/metrics P12 Monitor customer satisfaction and the alignment of service with business needs, service delivery/operation objectives and the service strategy Review, and help Identify and implement improvements to, the provision of service You must be able to: P13 Review the results from monitoring the operation and performance of service against metrics P14 Make decisions on the appropriateness of using external suppliers of service and event management services, presenting proposals for their use to relevant people P15 Assist others in adapting/changing service in support of changing business needs ESKITP7015 2
Knowledge and understanding Manage and develop the provision of service You need to know and understand: K1 Identify and select: K1.1 the interdependency of tasks within the service schedule and their priorities K1.2 the backup strategies to be used K1.3 what is the level of expertise required to perform service and what is the effectiveness of individuals working in relevant meeting targets and metrics K1.4 any major incident(s) and the potential impact of IT/Them on the schedule K1.5 what information needs to be accessible to those individuals in service from a wide range of internal and external sources K1.6 internal and external factors that could impact on service K1.7 any legislation, regulations and external standards that may apply to service K2 Source, gather and collate information relating to: K2.1 service levels and operational hours that will be required by service, based on business needs, service delivery/operation objectives and the service strategy K2.2 new or enhanced IT/Technology services that are being introduced and that will impact on operational services K2.3 the business needs, service delivery/operation objectives and service strategy so that it may direct and inform the of service K3 Use and apply information relating to the service levels and targets that apply to service and about who are the customers K4 Use and apply strategy and policies to ensure the alignment of service management and their deliverables with all relevant legislation, regulations and external standards K5 Record and store strategies, policies, plans and standards relating to the management of service and their alignment with all relevant legislation, regulations and external standards K6 Implement and maintain: K6.1 strategy and policies to ensure the alignment of service with all relevant legislation, regulations and external standards K6.2 backup and recovery procedures as part of service schedules K7 Manage relationships with: K7.1 sponsors, stakeholders and external bodies on matters relating to service K7.2 external providers offering service and event management ESKITP7015 3
K8 Manage the alignment of service with all relevant legislation, regulations and external standards K9 Manage relationships effectively with customers of service K10 Review the effectiveness of individuals working in service K11 To ensure: K11.1 that changes to schedules on a day to day basis are minimised K11.2 that service meet strategic, financial and operational service targets K12 Advise and guide others on service scheduling K13 Design and develop: K13.1 the procedures, tools, techniques and plans that apply to service and service schedules K13.2 the procedures, tools and techniques to monitor the quality and effectiveness of service K13.3 the service levels and operational hours that apply to service K13.4 the metrics and targets that are used to measure the performance of service and the events/triggers that need to be in place to control and monitor effectively K13.5 standards relating to service K13.6 the procedures, tools, techniques and plans to monitor the alignment of service with any relevant legislation, regulations and external standards K14 Be accountable for following service schedules K15 What is the relationship between: K15.1 event and service management and other service management K15.2 software, hardware and network service and event management and the systems lifecycle K16 What are the: K16.1 potential implications of failings in integrity, confidentiality and information security during service and event management K16.2 implications of any new or existing legislation, regulations and external regulations on service and event management and their deliverables K16.3 interdependencies between different tasks that are required within an schedule K17 The fact that the service needs to provide a range of services to support the service strategy K18 The importance of managing relationships with external providers of service and event management ESKITP7015 4
K19 The importance of managing and prioritising operational workloads, especially in the event of failures and the need to reprioritise You need to know and understand: Monitor and report on the quality, effectiveness and customer satisfaction relating to the provision of service K20 Verify the appropriateness of any responses to events and the appropriateness of alterations to operational service schedules caused as a result of issues which have arisen during operational K21 Verify that the quality and effectiveness of service meets the business needs and relevant service levels/targets K22 Record and store the procedures, tools and techniques to monitor the alignment of service with business needs, service delivery/operation objectives and the service strategy K23 Implement and maintain: K23.1 the procedures, tools and techniques to monitor the alignment of service with business needs, service delivery/operation objectives and the service strategy and with any relevant legislation, regulations and external standards K23.2 metrics and targets to be applied to service K24 Monitor: K24.1 the alignment of service with service targets, service levels, business needs, service delivery/operation objectives and the service strategy K24.2 service to ensure timely and appropriate response to issues arising during them K24.3 the alignment of service with any relevant legislation, regulations and external standards K24.4 the quality and effectiveness of external providers of any service K24.5 customer satisfaction with service K25 Report the effectiveness of individuals working in service in response to issues encountered K26 Report findings from monitoring the quality and effectiveness of service K27 Present proposals relating to the use of external providers of service services K28 Present the implications of business needs for it/technology service on service and event management K29 The need for monitoring, and the procedures, tools and techniques that can be used to monitor, the alignment of service and event management with strategic, financial and operational targets for service and event management and with any relevant legislation, regulations and external standards ESKITP7015 5
K30 K31 The need for monitoring of the quality and effectiveness of external providers of service and event management services The procedures, tools and techniques that can be used to monitor the quality and effectiveness of external providers of service and event management services You need to know and understand: Review, and help Identify and implement improvements to, the provision of service K32 Identify and select: K32.1 when and how to source, use and apply best practice in service and event management K32.2 who are the internal and external sponsors of and stakeholders for, service K32.3 the strategic, financial and operational targets relevant to service K33 Source, gather and collate information relating to the capabilities of existing or potential external providers of service K34 Use and apply information: K34.1 relating to previous service issues K34.2 from monitoring the quality and effectiveness of service operational tasks and service schedules K34.3 relating to the business needs, service delivery/operation objectives and the service strategy in order to direct and inform the and schedules for service K35 Record and store proposals relating to the use of external providers of service and event management services K36 Manage: K36.1 the impact of internal and external factors on the provision of service to an IT/Technology systems, services and assets K36.2 the alignment of service with business needs, service delivery/operation objectives and the service strategy K37 Analyse and interpret: K37.1 the metrics and management information produced by service K37.2 the results gained from monitoring the quality and effectiveness of service and with their alignment with any relevant legislation, regulations and external standards K37.3 information relating to the capabilities of existing or potential external providers of service services, including monitoring their quality and effectiveness K37.4 information relating to new or enhanced IT/Technology services that are being introduced and the implications on service K38 Review: ESKITP7015 6
K38.1 the quality and effectiveness of service and event management services K38.2 the results from monitoring the operation and performance of service against metrics K39 Advise and guide others on best practice in service K40 Make decisions on the appropriateness of using external suppliers of service and event management services K41 What is the range of: K41.1 Possible impacts on any or all elements involved in the provision of end-to-end IT/Technology service, as a result of business growth/change K41.2 internal and external factors that could impact on the delivery of IT/Technology service to customers that must be managed through service and event management K41.3 approaches that may be used to conduct service and event management and other service management and their appropriateness in a range of business and organisational contexts K42 What is best practice in service and event management K43 What are the: K43.1 benefits and disadvantages of using external providers of service and event management K43.2 implications of the service strategy and operational and financial targets for service on service and event management ESKITP7015 7
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 7015 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Operation; Service level ESKITP7015 8