702 IT/Technology Service Help Desk and Incident Management

Transcription

1 702 IT/Technology Service Help Desk and Incident Management This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology systems, services and assets, typically through a service desk/help desk function as the first point of contact supporting an organisation. A service desk/help desk may be the initial point of contact for incidents and service requests. Those that cannot be resolved are assigned to other internal /external individuals and/or groups who can own and resolve them, but the progress tracking of these incidents and service requests is conducted from inception to fulfilment and/or closure by the service desk/help desk function IT/Technology Service Help Desk and Incident Management Level 4 Role Competence ( ): Manage and carry out Service Help Desk and Incident Management activities This competence will be demonstrated by the following Performance Criteria ( C): a) Document the metrics that will be used within the service desk/help desk b) Manage service desk/help desk activities, including staffing, skilling, provision of appropriate resources, monitoring performance and compliance with procedures c) Take action to resolve issues relating to the skills and effectiveness of service desk/help desk personnel in meeting targets d) Assist others in the tasks required to ensure that service levels for incident management, service request activities and the service desk/help desk are met e) Assist others in the event of incident management and service request activities not supporting the business needs, service delivery/operation objectives and/or the service strategy Competent performance requires Knowledge ( K) of how to: a) Identify and select: who and/or groups that need to be involved in the resolution and management of any incident or request recorded by the service desk/help desk who are the sponsors of and stakeholders for the service desk/help desk b) Source, gather and collate: expertise from internal and external sources to advise and guide on the resolution of incidents and fulfilment of service requests information relating to the effectiveness of individuals working in the service desk/help desk information relating to the management information that should be provided by the service desk/help desk to customers, superiors and other individuals Copyright e-skills UK Sector Skills Council Ltd

2 c) Use and apply standards relating to the management of incidents and service requests and to ensure the alignment of these activities with all relevant legislation, regulations and external standards d) Implement and maintain: the procedures, tools, techniques and plans that apply to incident management and service request activities and their deliverables the service levels, operational hours and the metrics that are used to measure the performance that apply to the service desk/help desk standards relating to the operation of incident management and service request activities e) Monitor the effectiveness of individuals working in the service desk/help desk in meeting targets and metrics f) Manage effective relationships with customers, sponsors, stakeholders, internal and external individuals and others providing support g) Manage the impact of any new or enhanced it/technology services that are being introduced on the activities of the service desk/help des h) Manage the impact of any major incident(s) on the activities of the service desk/help desk i) Present the results from monitoring the operation and performance of the incident management and service request activities and the service desk/help desk against metrics j) Take action and measures in the event of individuals not meeting the targets and standards relating to their personal effectiveness in the service desk/help desk k) To ensure that staffing levels and skills are in line with the needs of the service desk/help desk and that staff have access to training, education and other knowledge resources appropriate to their role l) To ensure that the service desk/help desk can respond appropriately to any major incident(s) that may arise or the introduction of any new/enhanced service m) Communicate and liaise with external providers of incident management and service request services n) Advise and guide others on the most appropriate approaches and work practices to apply in order to support the targets and metrics of service desk/help desk o) Negotiate with customers in the event of service levels for incident management and service request activities not being met Competent performance requires Understanding ( U) of: a) The role and inter-relationships of incident management and the service desk/help desk in supporting the service strategy and the organisation b) That particular individuals and/or groups may need to be involved in the resolution and management of any particular incident or service request recorded by the service desk/help desk c) What is the range of issues associated with incident management and service request activities and their deliverables d) What relevant legislation, regulations and external standards may apply and the impact this may have to incident management and service request activities and their deliverables e) Who defines the classifications and priorities used by the service desk/help desk f) Who are the sponsors of and stakeholders for any incident management and service access request activities g) The need to review: information relating to the effectiveness of individuals working in the service desk/help desk in meeting its targets/metrics Copyright e-skills UK Sector Skills Council Ltd

3 information relating to the education and training needs of customers of the service desk/help desk information relating to the capabilities and performance of existing or potential external providers of incident management and service request services h) The importance of: complying with service desk/help desk strategy, policies and procedures keeping appropriate people informed of incidents that may cause significant disruption to the organisation managing relationships with sponsors, stakeholders and external bodies on matters relating to incident management and service request activities and their deliverables i) The need for monitoring of the effectiveness of individuals working in the service desk/help desk against its targets and metrics Competence ( ): Monitor and report on the effectiveness and customer satisfaction of Service Help Desk and Incident Management activities This competence will be demonstrated by the following Performance Criteria ( C): a) Analyse and report on the quality and effectiveness of service desk/help desk activities and their deliverables to appropriate people including sponsors, stakeholders and other individuals and bodies b) Monitor customer satisfaction with the service provided by the service desk/help desk c) Monitor open incidents and ensure that work-arounds for them are only kept in place for the minimum period of time Competent performance requires Knowledge ( K) of how to: a) Verify the accuracy, currency, completeness and relevance of information used during incident management and/or service request activities b) Use and apply the procedures, tools, techniques and plans to monitor the alignment of incident management and service request activities and their deliverables: with any relevant legislation, regulations and external standards with business needs, service delivery/operation objectives and the service strategy Information to support the reporting of the performance of the service desk/help desk against incident management and service request metrics the metrics to measure the performance of the service desk/help desk information from monitoring the quality and effectiveness of any IT/technology service c) Use and apply information: from tracking the progress of incidents and service requests from monitoring the quality and effectiveness of any IT/technology service d) Use and apply information to support the reporting of the performance of the service desk/help desk against incident management and service request metrics e) Record and store the: procedures, tools, techniques and plans to monitor the alignment of incident management and service request activities and their deliverables with any relevant legislation, regulations and external standards procedures, tools and techniques to monitor the quality and effectiveness of external providers of incident management and service request services Copyright e-skills UK Sector Skills Council Ltd

4 metrics that are used to measure the performance and the results from monitoring the quality and effectiveness of incident management, service request activities and the service desk/help desk f) Implement and maintain the procedures, tools and techniques to monitor the quality and effectiveness of the service desk/help desk activities and their deliverables g) Monitor the: operational activities of the service desk/help desk including open incidents and incident closure rates regularly effectiveness of any work-arounds applied alignment of incident management and service request activities and their deliverables with service levels and business objectives quality and effectiveness of incident management and service request activities and their deliverables customer satisfaction with incident management and service request activities h) Report: performance of the service desk/help desk against metrics to a range of internal and external individuals and groups the quality and effectiveness of incident management and service request activities provided to sponsors, stakeholders and other individuals issues arising from monitoring incident management and service request activities and their deliverables problems and issues experienced by customers of the service desk/help desk so that any education and training needs may be identified i) To ensure that: the service desk/help desk supports the entirety of the service catalogue and/or portfolio and appropriate resources, equipment, media and services are available to support the provision the provision during operational hours to its customers incident management activities provide service levels that meet strategic, financial and operational service targets work-arounds are kept in place for the minimum period of time and replaced with appropriate longer term solutions all open incidents and closure rates are routinely monitored j) Provide customer training and education needs to superiors, based on information gathered about their problems and issues Competent performance requires Understanding ( U) of: a) The fact that customer perception of: the quality of an organisation s IT/technology systems, services and assets can be influenced heavily by the quality of the service desk/help desk service service levels that they should expect from any IT/technology system, service and asset may not be in line with the actual levels provided/supported b) The fact that the service desk/help desk is the source of valuable management information relating to IT/technology services and their customers c) Why the: quality and effectiveness of service desk/help activities and their deliverables needs to be monitored and formally reported on a regular basis alignment of incident and service request activities and their deliverables with any relevant legislation, regulations and external standards needs to be monitored d) The importance of: Copyright e-skills UK Sector Skills Council Ltd

5 verifying the accuracy, currency, completeness and relevance of information used during incident and service request activities managing the expectations of customers in respect of incidents and service requests and how these may be addressed reporting service desk/help desk performance on a regular basis e) The need for monitoring of: the quality and effectiveness of the service provided by the service desk/help desk the alignment of incident management and service request activities and their deliverables with business needs, service delivery/operation objectives and service strategy customer satisfaction with incident management and service request activities f) The procedures, tools and techniques that can be used to monitor: the alignment of incident management and service request activities and their deliverables with business needs, service delivery/operation objectives and service strategy customer satisfaction with incident management and service request activities Competence ( ): Identify improvements and work-arounds to Service Help Desk and Incident Management activities This competence will be demonstrated by the following Performance Criteria ( C): a) Apply best practice in incident management activities b) Identify work-arounds, where appropriate Competent performance requires Knowledge ( K) of how to: a) Identify and/or select: what inputs need to be incorporated into any incident management and/or service request activity and what required outputs need to be produced from it appropriate work-arounds to keep business activities on track whilst incidents and service requests are handled lessons learned from previous incident management and/or and service request activities and experiences what are problems/issues faced by customers of the service desk/help desk, based on information gathered b) Use and apply: best practice and the most appropriate approaches that may be taken in incident management and service request activities to meet business and organisational needs information relating to the business needs, service delivery/operation objectives and the service strategy in order to direct and inform the activities of the service desk/help desk c) Record and store lessons learned from previous incident management activities d) Analyse and interpret results gained from monitoring: the quality and effectiveness of incident management and service request activities and their deliverables the effectiveness of individuals working in the service desk/help desk the alignment of incident management and service request activities and their deliverables with any relevant legislation, regulations and external standards Copyright e-skills UK Sector Skills Council Ltd

6 e) Analyse and interpret: information gained from tracking the progress of incidents and service requests f) Take action and measures to identify work-arounds for customers Competent performance requires Understanding ( U) of: a) What are the implications of internal and external factors on incident management and service request activities and their deliverables b) Why some organisations choose to outsource incident and service request services and others choose to manage them internally c) Who are external providers of incident management and service access request services d) The importance of: learning from real life incident management and service request experiences and applying the learning back to improve the service desk/help desk and relevance of incident and service access request activities on the full life cycle of information within an organisation incident and service request activities being informed and directed by the business requirements and customer needs Copyright e-skills UK Sector Skills Council Ltd