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Required Skills
analytical skills to evaluate best practice processes in IT service management
develop enterprise procedures manuals and specifications
interpret technical documentation
write reports in required formats
planning and organisational skills to plan prioritise and monitor own work and that of others
research skills to research industry best practice
quality assurance procedures in IT services
industry best practice processes in IT services
basic technical terminology in relation to service management
Evidence Required
Range Statement
Quality requirement principles may include: | Capability Maturity Model Integration (CMMI)ISO standard 17025/IEC standard 20000. |
Service management processes may include: | availability managementcapacity managementchange managementconfiguration managementcontinuity managementincident managementproblem managementrelease managementsecurity management. |
Service management concepts | CMMISix Sigma Business Process Managementtotal quality management (TQM). |
IT services may include: | application managementinformation and communications technology (ICT) infrastructure managementsecurity managementservice deliveryservice supportsoftware asset management. |