ESKITP7025 IT/Technology Service Help Desk and Incident Management Level 5 Role

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1 IT/Technology Service Help Desk and Incident Management Level 5 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 function as the first point of contact supporting an organisation. A service 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 function. ESKITP7025 1

2 Performance criteria You must be able to: You must be able to: You must be able to: Manage and help develop 'Service Help Desk and Incident Management' activities to meet business needs P1 Identify the definitions of priorities and classifications and take appropriate action in the event of incidents and service requests not being resolved, fulfilled and/or closed in line with service levels P2 Design and develop the policies, standards, procedure, tools, techniques and plans that apply to service desk activities and their deliverables P3 Implement and maintain standards, procedures, tools and techniques for the service, taking account of changing business needs and other internal and external factors P4 Provide advice and guide to others relevant to the service desk/help desk on: P4.1 all aspects on incident management service request activities and their deliverables P4.2 the application of best practice P4.3 identification of the implications of business objectives P4.4 the service strategy and service delivery/operation objectives on incident management and service request activities P4.5 the development of appropriate strategy, polices and plans P4.6 identifying and meeting the strategic, financial and operational targets P5 Manage the provision of appropriate resources, equipment, media and information resources to ensure service services is effective during its operational hours to its customers P6 Be accountable for meeting service levels for incident management, service request activities and the service Review, monitor and report on the effectiveness and customer satisfaction of 'Service Help Desk and Incident Management' activities P7 P8 Review and report the effectiveness of incident management and service request activities and the operational performance of the service against metrics Assist others in the identification of what management information should be provided by the service to customers and appropriate people Identify and implement improvements and work-arounds to 'Service Help Desk and Incident Management' activities P9 Proactively identify the implications of business needs for IT/technology service, including the introduction of new services on the service ESKITP7025 2

3 , presenting findings to appropriate people P10 Develop the metrics, service levels and operational hours for the service to meet business needs, service delivery/operation objectives and the service strategy Knowledge and understanding Manage and help develop 'Service Help Desk and Incident Management' activities to meet business needs You need to know and understand: K1 Identify and/or select: K1.1 when and how to source, use and apply best practice in incident management and service request activities and identify relevant K1.2 through incident management and/or and service request information gathered, what are the training and education needs for customers K1.3 and report the effectiveness of individuals working in the service in meeting relevant targets and metrics and what is the level of expertise required to operate the service K1.4 what are the definitions of priorities and classifications for incidents and service requests K1.5 when new or enhanced services are being introduced that may have an impact on and require support from the service K1.6 any legislation, regulations and external standards that may apply to incident management and service request activities K1.7 the strategic, financial and operational targets relevant to the service K2 Record and implement: K2.1 strategies, policies, plans and standards relating to the operation and management of incidents and service requests by the service K2.2 strategy and policies to ensure the alignment of incident management and service request activities and their deliverables with all relevant legislation, regulations and external standards K2.3 proposals relating to the use of external providers of incident management and/or service request services K2.4 classifications and priorities to be used in incident management and service request activities K3 Record and store proposals relating to the use of external providers of incident management and/or service request services K4 Manage: K4.1 the provision of appropriate resources including; equipment, media, services and appropriate staffing and skills levels to ensure service services during its operational hours to its customers K4.2 the alignment of incident management and service request activities ESKITP7025 3

4 and their deliverables with all relevant legislation, regulations and external standards K4.3 relationships with sponsors, stakeholders and external bodies on matters relating to incident management and service request activities and with external providers offering incident management and service request services K4.4 the impact of internal and external factors on the provision of services to an organisation K5 Advise and guide others on all aspects of incident management service request activities and their deliverables K6 Design and develop the procedures tools, techniques and plans that apply to service desk activities, the service levels and operational hours and the operation of incident management activities K7 Be accountable for meeting service levels for incident management, service request activities and the service K8 What: K8.1 is the range of possible impacts on any or all elements involved in the provision of end-to-end IT/technology service, as a result of business growth/change K8.2 is the relationship between incident management and service request activities and the systems and service lifecycle K8.3 is the range of approaches that may be used to conduct incident management and service request activities and their appropriateness in a range of business and organisational contexts K8.4 is best practice in incident management and service request activities K9 What are the potential implications of any new or existing legislation/regulations or failings in integrity, confidentiality and information security during incident management and service request activities K10 The fact that range of services that the service needs to offer to support the service strategy K11 The importance of managing relationships with external providers of service services Review, monitor and report on the effectiveness and customer satisfaction of 'Service Help Desk and Incident Management' activities You need to know and understand: K12 Identify and/or select: K12.1 the implications of business needs for IT/technology service on the service and the possible effects of internal and external factors K12.2 how to operate and populate the service most effectively to respond to changes in demand and support service ESKITP7025 4

5 delivery/operation objectives and the service strategy K12.3 who are the internal and external sponsors of and stakeholders for, incident management and service request activities K13 Source, gather and collate information relating to: K13.1 service levels and operational hours that will be offered by the service, based on business needs, service delivery/operation objectives and the service strategy K13.2 the business needs, service delivery/operation objectives and service strategy so that it may direct and inform the activities of the service K13.3 the capabilities of existing or potential external providers of incident management and service request activities K13.4 relating to the training and education needs of customers of the service K13.5 the type of service that is required to support the business needs and the service strategy K14 Record and store the procedures, tools and techniques to monitor the alignment of incident management and service request activities and their deliverables: K14.1 with business needs, service delivery/operation objectives and the service strategy K14.2 with any relevant legislation, regulations and external standards K14.3 metrics and targets to be applied to incident management and service request activities K15 Monitor and review: K15.1 incident management and service request activities to ensure timely and appropriate response and completion K15.2 the alignment of incident management and service request activities and their deliverables with any relevant legislation, regulations and external standards K15.3 the quality and effectiveness of external providers of incident management and service request services K15.4 the effectiveness of individuals working in the service in meeting targets/metrics K16 Report: K16.1 findings from monitoring the quality and effectiveness of incident management and service/access request activities K16.2 the quality and effectiveness of incident management and service request activities against metrics and targets on a regular basis K17 Manage the alignment of incident management and service request activities and their deliverables with business needs, service delivery/operation objectives and the service strategy K18 Present: K18.1 proposals relating to the use of external providers of incident ESKITP7025 5

6 management and service request services K18.2 the implications of business needs for IT/technology service on the service K19 Design and develop: K19.1 the procedures, tools and techniques to monitor the quality and effectiveness of incident management and/or service request activities and their deliverables K19.2 the metrics and targets that are used to measure the performance of incident management, service request activities and the service K19.3 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 K20 What is the range of internal and external factors that could impact on the delivery of service to customers that the service needs to be aware of and respond to K21 The need for monitoring of: K21.1 the quality and effectiveness of incident management and service request activities by both internal and external providers to ensure timely and appropriate response, fulfilment and/or completion K21.2 the alignment of incident management and service access request activities and their deliverables with strategic, financial and operational targets and with any relevant legislation, regulations and external standards K22 The procedures, tools and techniques that can be used to monitor the alignment of service activities with strategic, financial and operational targets and against any relevant legislation, regulations and external standards for incident management and service request activities K23 The procedures, tools and techniques that can be used to monitor the quality and effectiveness of external providers of incident management and service/access request services You need to know and understand: Identify and implement improvements and work-arounds to 'Service Help Desk and Incident Management' activities K24 Identify and/or select: K24.1 any major incident(s) and the potential impact of it/them on the activities of the service K24.2 what information needs to be accessible to those individuals operating the service from a wide range of internal and external sources in order to assist them in the diagnosis, resolution, fulfilment ESKITP7025 6

7 and closure of incidents and service requests K25 Verify: K25.1 the appropriateness of any work-arounds to keep business activities on track whilst incidents and service requests are handled K25.2 both the services, and the quality and effectiveness of these services, offered by the service against business needs, service delivery/operation objectives and the service strategy K26 Analyse and interpret: K26.1 the implications of business needs for IT/technology service on incident management and service request activities K26.2 customer training and education needs, based on information gathered about their problems and issues K26.3 the quality and effectiveness relating to the capabilities of existing or potential external providers of incident management and/or service request services K27 Take action and measures: K27.1 to take account of internal and external factors that may impact on incident management and service request activities K27.2 in the event of incidents and service requests not being resolved, fulfilled and/or closed in line with service levels K27.3 in the event of incident management and service request activities not supporting the business needs, service delivery/operation objectives and/or the service strategy K28 Take action and measures to assess potential external providers and make decisions on appropriateness of using them for incident management and service request services K29 Advise and guide others on best practice in incident management and/or service request activities K30 What are the benefits and disadvantages of using external providers of service services K31 What are the implications of the service strategy and operational and financial targets for service on the service activities ESKITP7025 7

8 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 7025 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Application; Helpdesk; Service level ESKITP7025 8

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