Service Management

Knowledge and ability to implement the methods, practices and policies governing the design, development and use of the IT supports processes designed to keep the IT environment functioning efficiently, effectively and securely. Plan, monitor and manage service provisions for the achievement of agreed service level targets.

Proficiency Level

Level 1 (Follow)

  • Understand service management processes and concepts (e.g., incident management, change management, release management).
  • Understand concepts, techniques and practices of helpdesk operations and service delivery.

Level 2 (Assist)

  •  Monitor service levels, review and report service delivery deviations.
  • Understand and follow a process in problem management, change management or configuration management.
  • Provide IT helpdesk support services.
  • Gather information from end-users to determine the nature of problems and resolve them.
  • Monitor SLAs and escalate problems.
  • Perform initial evaluation of problem and routes as necessary.
  • Understand the requirements of process (e.g., involvement of service management early in the process).
  • Monitor service levels, review and report service delivery deviation.

Level 3 (Apply)

  • Understand interrelationships and interdependencies between service management processes.
  • Install, configure, troubleshoot and support application software.
  • Analyse, evaluate, and diagnose technical problems and propose solutions.
  • Manage processes ensuring they are followed (e.g., change, problem, testing, costing, backup and recovery, QA release).
  • Schedule release after ensuring absence of conflicts.
  • Serve as a point of escalation.
  • Conduct customer satisfaction surveys.
  • Guide others in processes.
  • Implement changes to processes.

Level 4 (Ensure)

  • Implement and manage services using the principles and methods associated with Information Technology Infrastructure Library (ITIL) and other industry best practices.
  • Identify who to call for severe or complex problems.
  • Manage the provision of helpdesk services and problem resolution.
  • Analyse problem trends and make recommendations.
  • Develop service management processes.
  • Write/negotiate SLAs for operational level agreements and internal SLAs.
  • Develop customer satisfaction surveys.
  • Set guidelines for others to follow.

Level 5 (Strategise)

  • Formulate the organisation’s service delivery standards and strategy, drive an SLA-oriented mindset, and establish strategic networks and partnerships.
  • Negotiate, develop, implement and manage SLAs.
  • Develop service management standards, practices and policies.
  • Build and maintain a network of experts.
  • Develop SLA templates.
  • Negotiate complex SLAs.
  • Provide guidelines for service management (e.g., recommend changes based upon results of a customer satisfaction survey). 
  • Recommend continual improvements in service management strategy and processes.