ESKITP7026 IT/Technology Service Help Desk and Incident Management Level 6 Role

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1 IT/Technology Service Help Desk and Incident Management Level 6 Role Overview 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. ESKITP7026 1

2 Performance criteria Manage and develop Service Help Desk and Incident Management strategy and business objectives/activities P1 P2 P3 Identify the implications of business objectives, the service strategy and service delivery/operation objectives on incident management and service request activities, including the type of service desk/help desk that is required and what hours and service levels it will support Design standards relating to the management of incidents and service requests Be accountable for identifying and meeting strategic, financial and operational targets for incident management, service request activities and the service desk/help desk Review, monitor and report on the effectiveness and customer satisfaction of Service Help Desk and Incident Management business activities P4 P5 P6 Review the implications of business needs for IT/technology service on the service desk/help desk and the quality and effectiveness of the service desk/help desk in meeting them Identify and make decisions on what metrics and targets should be used to measure the performance of the service desk/help desk Identify and make decisions on what management information should be provided by the service desk/help desk to customers, and other appropriate people Identify and develop improvements and work-arounds to Service Help Desk and Incident Management business objectives/activities P7 P8 Review the implications of business needs for IT/technology service on the service desk/help desk and the quality and effectiveness of the service desk/help desk in meeting them Identify when and how to use external providers for all or part of incident management and/or service/access request services, negotiating and contacting as necessary with them Knowledge and understanding Manage and develop Service Help Desk and Incident Management strategy and business objectives/activities K1 Identify the implications of business objectives on the service strategy ESKITP7026 2

3 and service delivery/operation objectives on incident management and service request activities K2 Identify and select the strategies, policies, plans, standards and targets relating to the operation and management of incident management and service request activities K3 Identify and select: K3.1 the range of approaches that may be taken to incident management and service request activities and their appropriateness in a range of business and organisational contexts K3.2 what type of service desk is required to support the business needs and the service strategy K3.3 what service levels and operational hours will be offered by the service desk/help desk, based on business needs, service delivery/operation K3.4 what actions may be taken in the event of incident management and service request activities not supporting the business needs, service delivery/operation objectives and/or the service strategy K4 Manage the alignment of service desk/help desk activities with strategic, financial and operational targets for incident management and service request activities K5 Advise and guide others on the most appropriate type of service desk/help desk to meet business needs, service delivery/operation K6 Design and develop standards relating to the management of incidents and service requests and ensure that they meet all relevant legislation, regulations and external standards K7 Make decision on what type of service desk/help desk should be established and maintained to meet the business needs, service delivery/operation objectives and/or the service strategy including the priorities and categories to be applied to incidents and service request K8 Make decision on proposals relating to the use of external providers of incident management and service request activities K9 Negotiate with external providers of incident management and service request services K10 Agree which external providers of incident management and services request services to use K11 Contract with external providers of incident management and service request services K12 Be accountable for meeting strategic, financial and operational targets for incident management, service request activities and the service desk/help desk ESKITP7026 3

4 Review, monitor and report on the effectiveness and customer satisfaction of Service Help Desk and Incident Management business activities K13 Identify and select what management information should be provided by the service desk/help desk to customers, and other appropriate people, and what metrics are to be used to measure performance K14 Monitor the alignment of service desk/help desk activities with strategic, financial and operational targets for incident management and service request activities K15 Manage the assessment of external providers of incident management and service request services K16 Review: K16.1 proposals relating to the use of external providers of incident management and service request services K16.2 the quality and effectiveness of external providers of incident management and service request services K16.3 the implications and the alignment of incident management and service request activities with the business needs, service delivery/operation K17 Design and develop the procedures, tools and techniques to monitor the alignment of incident management and service request activities and their deliverables with business needs, service delivery/operation K18 Make decisions on the metrics and targets that should apply to incident management, service request activities and the service desk/help desk K19 The procedures, tools and techniques that can be used to monitor the quality and effectiveness of incident management and service request activities and their deliverables Identify and develop improvements and work-arounds to Service Help Desk and Incident Management business objectives/activities K20 K21 K22 K23 Identify and select when and how to use external providers for all or part of incident management and/or service request services Take action and measures to adapt/change the service desk/help desk in support of changing business needs Advise and guide others on when and how to consider external providers of incident management services Make decisions on the results from monitoring the operation of incident management and service request activities and the service desk/help desk ESKITP7026 4

5 Developed by e-skills UK Version number 1 Date approved September 2009 Indicative review date Validity Status Originating organisation March 2014 Current Original e-skills UK Original URN 7026 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Application; Helpdesk; Service level ESKITP7026 5

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