ESKITP Implement procedures and standards relating to metrics for IT service delivery

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1 Overview This sub-discipline covers the competencies required to perform performance metrics. Monitoring service level performance is a complex task requiring collection of data, detailed analysis, and reporting. The monitoring of service level performance provides the ability to make well informed decisions based upon on the current IT service environment and through the identification of trends. The planning, implementation, control, review and audit of service provision, to meet customer business requirements includes monitoring the agreed levels of service, seeking continually and proactively to improve service delivery. Who this standard is for: This standard is for IT Professionals operating in professional roles undertaking service delivery and help desk support functions. Working in the professional role involves: Performing service delivery performance monitoring activities Managing and setting service delivery performance monitoring metrics and activities ESKITP service delivery 1

2 Performance criteria You must be able to: P1 correctly identify the strategy, policies and standards relating to service delivery performance metrics P2 effectively implement and maintain the procedures, tools and techniques relating to service delivery performance metrics management activities P3 correctly identify any necessary actions to deal with service delivery performance being either over and under against forecasts and actuals, negotiating the use of contingency where necessary, with sponsors, stakeholders and other internal and external individuals and bodies P4 be fully accountable for ensuring It Service delivery performance meets its objectives/targets and delivers the benefits associated with it P5 effectively manage performance metrics implementation, taking decisive and timely action to deal with issues and risks and any failings in the management of the performance metrics or realisation of the benefits ESKITP service delivery 2

3 Knowledge and understanding You need to know and understand: K1 how to identify and select the procedures, tools and techniques relating to performance metrics management activities K2 identify and select, for any particular project: K2.1 the most appropriate approach to manage the performance metrics K2.2 the individuals to whom authority should be delegated with respect to the implementation of performance metrics K3 identify and select any potential: K3.1 implications of performance metrics activities being incomplete, inadequate, inappropriate or incorrect K3.2 issues and risks associated with the forecast or actual IT service delivery performance K3.3 or actual failing in the management of the performance metrics or realisation of the benefits K4 identify and select actions required to address: K4.1 any performance management activities adopted being incomplete, inadequate, inappropriate or incorrect K4.2 over and under performance against forecasts and actuals K4.3 failings in the management of the performance metrics or realisation of the benefits K5 identify: K5.1 the internal and external factors that may impact on the IT service delivery performance metrics K5.2 the governance and authorities that need to be established and maintained K5.3 the internal policies and standards that should apply K5.4 the causes of any actual and/or forecast under and/or over performance K6 source internal and external expertise where appropriate to support IT service delivery performance metrics management activities K7 use and apply the procedures, tools and techniques relating to IT service delivery performance metrics management activities K8 operate with reference to: ESKITP service delivery 3

4 K8.1 business and financial objectives, plans and schedules for IT service delivery performance metrics K8.2 the business case K8.3 IT services governance K8.4 organisational strategy, policies and standards K8.5 professional and ethical considerations K9 operate with integrity and confidentiality during programme financial management K10 implement and maintain, relating to performance metrics management activities: K10.1 strategy, policies, plans and standards K10.2 procedures, tools and techniques K10.3 strategy and policies to ensure the alignment with all relevant legislation, regulations, external standards and internal governance principles and standards K11 manage the relationships with: K11.1 sponsors, stakeholders and internal and external individuals and bodies on matters relating to performance metrics management activities K11.2 individuals involved in the management of performance metrics policies and standards within the wider organisation K11.3 external providers offering performance metrics management services K12 what is: o the difference between different types of metrics o involved in performance metrics management o the range of issues associated with performance metrics management ESKITP service delivery 4

5 service delivery Developed by e-skills UK Version number 1 Date approved November 2013 Indicative review date Validity Status Originating organisation Original URN Relevant occupations May 2016 Current Original e-skills UK ESKITP Information and Communication Technology; Information and Communication Technology Professionals; Information and Communication Technology Officer; IT Service Delivery Occupations; Software Development Suite Key words IT and Telecoms IT Service Delivery; Coding; IT Service Management; IT Help Desk Support; IT Technician ESKITP service delivery 5

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