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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Prepare to manage ICT services
   • Identify the quality requirement principles to provide ICT service provision, according to the business needs and expectations
   • Research and critically analyse, the appropriate service processes
   • Analyse continual improvement processes, to align and realign, the ICT services to business needs
2. Develop the quality requirements for ICT service management
   • Identify the specific quality requirements to improve the service management processes
   • Align ICT services with the business, applying service management concepts
   • Develop the strategies for the control, delivery and support of ICT services
3. Develop a code of practice for ICT service management
   • Research and critically analyse, best practice processes
   • Document best practice processes for ICT service management
   • Implement the identified best practice processes
   • Evaluate, monitor and improve ICT service management

Performance Evidence

Evidence of the ability to:

research and critically analyse the provision of quality information and communications technology (ICT) services

review, then develop and implement, procedures and processes to improve the quality of ICT service management

critically review, evaluate, monitor and improve the ICT service management.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

review and appraise ICT service management concepts and processes

research and critically review, the quality assurance procedures in ICT services

discriminate and summarise, industry best practice processes in ICT services

summarise and contrast, the technical terminology relevant to service management.

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