European e-competence Framework 3.0

Transcription

1 3.0 A shared common European for for ICT Professionals in all industry sectors

2 Foreword This CWA document publishes the (e-cf) version 3.0; the result of 8 years continuing effort and commitment by multi-stakeholders from the European ICT sector. The very first practical steps towards the e-cf were initiated in 2006 by Airbus, BITKOM, CIGREF, e-skills UK, Fondazione Politecnico di Milano, IG Metall and Michelin, with the encouragement of the European Commission and strongly backed by the CEN ICT Skills Workshop community. From multiple market perspectives, roles and expertise, representatives of many organisations and also individuals have subsequently contributed to the e-cf initiative. They have collectively contributed to the development of the e-cf from their varied perspectives bringing technical expertise, political awareness or constructive feedback. The CEN ICT Skills Workshop wishes to recognize and acknowledge these multiple contributions from the following non-exhaustive list of organisations. (ISC)² A / I / M bv AFPA AICA AIP-ITCS AIRBUS ASIIN e.v. Association Pasc@line Associazione Informatici Professionisti Italiano computer society ATI Banca d Italia Bayer Business Services BCS Koolitus AS BIBB - Bundesinstitut für Berufsbildung, Birkbeck University of London BITKOM Breyer Publico British Computer Society Capgemini Capgemini Academy CEDEFOP CEPIS CIGREF CIONET CISCO Cisco Systems Clock IT Skills CompTIA Germany GmbH Consultancy for Informatics and Education Hacquebard bv Consulthink Corporate IT Forum CPI Competenze per l Innovazione Cyprus Computer Society Dassault Systèmes DEKRA Akademie GmbH Deutsche Telekom AG Diaz Research Limited DND Norwegian computer society Dutch Ministry of Economic Affairs ECABO ECDL Foundation EDF Electricité de France EeSA European e-skills Association e-jobs Observatory EMEA empirica GmbH EMSI Grenoble ESI BG e-skills ILB e-skills UK Estonian Qualifications Authority Kutsekoda Estonian Association of ICT EURO CIO Eurodisney European Metalworkers Federation European Software Institute CEE EXIN Fondazione Politecnico di Milano Foundation IT Leader Club Poland Fundación Inlea FZI HBO-I Foundation HEINEKEN International Hominem Challenge IBM UK ICT Human Capital IG Metall Innovation Value Institute Innoware Institut PI Intel Corp. IPA Japan Irish Computer Society IT Akademie Bayern IT Star Italian Computer Society ITcert Solutions itsecurity* ittrack* IWA Italy KPN KWB ev LGMA LPI Mapfre Michelin Microsoft MinEZ Ministère de l éducation et de la recherche FR Ministry of Economic Affairs, The Netherlands MPSA MS Consulting & Research Ltd. MTA NIOC Norma PME Norwegian computer association ORACLE PIN SME PMI Pôle Emploi PROSA - Association of IT Professionals PSA Peugeot Citroen PvIB (Dutch platform for information security professionals) SAP Skillsnet Syntec Informatique THAMES Communication The Corporate IT Forum / national body of EuroCIO Trinity College Dublin UK Cabinet Office UNESCO Uni Duisburg UNI Europa UNINFO Université de Bretagne Occidentale University Danube / CEPA University Gent / Fac. EC&BA University La Sapienza 2

3 A common European framework for ICT Professionals in all industry sectors The (e-cf) version 3.0 provides a reference of 40 competences as required and applied at the Information and Communication Technology (ICT) workplace, using a common language for competences, skills and capability levels that can be understood across Europe. As the first sector-specific implementation of the European Qualifications (EQF), the e-cf was created for application by ICT service, user and supply companies, for managers and human resource (HR) departments, for education institutions and training bodies including higher education, for market watchers and policy makers, and other organisations in public and private sectors. Further complementary materials available: User guide for the application of the (e-cf) version 3.0 (CWA Part 2) Building the e-cf a combination of sound methodology and expert contribution. Methodology documentation (CWA Part 3) 15 case studies illustrating e-cf practical use from multiple ICT sector perspectives (CWA Part 4) A multilingual e-cf profiling tool enables easy navigating through the European and related European ICT Professional Profiles together with customized profile construction and content export. 3

4 Table of contents Annex 1: Abbreviations used within the e-cf 4 (e-cf) Founding Principles 5 Introduction to the e-cf version e-cf development history 7 From e-cf version 2.0 to version 3.0 updating highlights 8 e-cf supporting material 9 Political context and support 9 e-cf structure and look 10 overview 11 full version 12 Annex 2: European e-cf and EQF level table 51 Annex 1: Abbreviations used within the e-cf CMMI COBIT CPD CSR DBMS DSS IaaS ICT IDE IDL IPR IS ISO ITIL KPI PaaS RAD SaaS SLA SWOT VAR capability maturity model integration control objectives for information and related technology continuing professional development corporate social responsibility database management systems data storage sever infrastructure as a service information and telecommunication technology integrated development environment interface definition languages intellectual property rights information systems [in the broad understanding of including software, hardware, data, people, procedures and business processes] see: especially the Overview international standardisation organisation Information technology infrastructure library key performance indicators platform as a Service rapid application development software as a Service service level agreement strengths, weaknesses, opportunities and threats [analysis] value-added resellers 4

5 (e-cf) Founding principles The (e-cf) was established as a tool to support mutual understanding and provide transparency of language through the articulation of competences required and deployed by ICT professionals (including both practitioners and managers). To support framework users and guide developers of e-cf applications, the following narrative provides an overview of the underpinning philosophy and principles adopted during e-cf construction and successive updates. The Guiding Principles The e-cf is an enabler; it is designed to be a tool to empower users, not to restrict them. The e-cf provides a structure and content for application by many types of users from organisations in the private and public sector, ICT user or ICT supply companies, educational institutions including higher education and private certification providers, social partners and individuals. In this broad application context, the e-cf is designed to support common understanding, not to mandate the use of each and every word used within the e-cf. The e-cf expresses ICT competence using the following definition: Competence is a demonstrated ability to apply knowledge, skills and attitudes for achieving observable results. This is a holistic concept directly related to workplace activities and incorporating complex human behaviours expressed as embedded attitudes. Competence is a durable concept and although technology, jobs, marketing terminology and promotional concepts within the ICT environment change rapidly, the e-cf remains durable requiring maintenance approximately every three years to maintain relevance. A competence can be a component of a job role, but it cannot be used as a substitute for similarly named job titles, for example; the competence, D.7. Sales Management does not represent the complete content of a Sales Manager job role. Competences can be aggregated, as required, to represent the essential content of a job role or profile. On the other hand, one single competence may be assigned to a number of different job profiles. Competence is not to be confused with process or technology concepts such as, Cloud Computing or Big Data. These s represent evolving technologies and in the context of the e-cf, they may be integrated as elements within knowledge and skill. The e-cf does not attempt to cover every possible competence deployed by an ICT professional or ICT manager nor are the included competences necessarily unique to ICT. The e-cf articulates competences associated with ICT professional roles including some that may be found in other professions but are very important in an ICT context; include, C.4 Problem Management or E.3 Risk Management. However, to maintain an ICT focus, the e-cf avoids generic competences such as Communications or General Management although very applicable these transversal competences are comprehensively articulated in other structures. Selecting competences for inclusion within the e-cf is therefore, not a scientific choice, but a pragmatic process engaging a broad cross-section of stakeholders who prioritise competence inclusion based upon industry knowledge and experience. The e-cf is structured from four dimensions. e-competences in dimension 1 and 2 are presented from the organisational perspective as opposed to from an individual s perspective. which defines e-competence levels related to the European Qualifications (EQF), is a bridge between organisational and individual competences. 5

6 The e-cf has a sector specific relationship to the EQF; competence levels within the e-cf provide a consistent and rational relationship to levels defined within the EQF. The relativity between EQF learning levels and e-cf competence levels has been systematically developed to enable consistent interpretation of the EQF in the ICT workplace environment. Continuity of the e-cf is imperative; following maintenance updates it is essential that users are provided with a simple upgrade path. e-cf users invest considerable time and resources to align processes or procedures with the e-cf. Organisations deploying these downstream activities are reliant upon the e-cf and need to be confident of the continued sustainability of their processes. Updates of the e-cf must recognise this requirement and provide for continuity enabling use of the existing e-cf version until it is convenient to upgrade to the latest version. The e-cf is neutral and free to use; it does not follow the specific interests of a few major influencers, it is developed and maintained through an EU-wide balanced multi-stakeholder agreement process, under the umbrella of the European Committee for Standardization. The e-cf is a key component of the European Commission s Digital Agenda; it is designed for use by any organisation engaged in ICT Human Resource planning and competence development. 6

7 Introduction to the e-cf version 3.0 The (e-cf) is a reference framework of competences applied within the Information and Communication Technology (ICT) sector that can be used and understood by ICT user and supply companies, ICT practitioners, managers and Human Resources (HR) departments, the public sector, educational and social partners across Europe. The framework has been developed, maintained and supported in practical implementation by a large number of European ICT and HR experts in the context of the CEN Workshop on ICT Skills. The workshop provides a discussion and working platform for both national and international representatives from the ICT industry, public and private vocational training organisations, social partners and other institutions. It aims to create long-term human resources (HR) and competence development solutions for the European Information and Communication Technology (ICT) community. e-cf development history In 2005, further to the recommendations of the European e-skills Forum, the CEN ICT Skills Workshop members agreed that national ICT framework stakeholders as well as European ICT industry representatives both human resources and ICT experts should consider developing a. Encouraged and accompanied by the European Commission, ICT framework stakeholders coming from the French association of large ICT demand companies CIGREF, the SFIA representing sector association e-skills UK and the AITTS representing German social partners IG Metall and BITKOM met with representatives from European larger companies (Airbus, Michelin) and the applied research foundation Fondazione Politecnico di Milano for a kick-off early 2006 in order to put this intention into practice. During an intensive follow-up, they designed a programme to work towards a European under the umbrella of the CEN Workshop on ICT Skills. These efforts were welcomed and recognised in the Communication of the European Commission on e-skills for the 21st Century: Fostering Competitiveness, Growth and Jobs of September 2007 and the Competitiveness Council Conclusions of November In order to achieve a European agreement and useful results at an international and national level, the Europe-wide involvement of further ICT sector players and stakeholders from business, politics and education has been crucial to the framework development philosophy and strategy. Whilst at the political level it was important to get the larger multi-stakeholder public of the European ICT sector engaged; at the expert working level focus was placed upon HR and IT management know-how from the European ICT industry. The version 1.0 was published in 2008 from the outcome of two years e-skills multi-stakeholder, ICT and human resources experts work from multiple organisation levels (CWA and CWA ). The version 2.0 was published in 2010, now also with dimension 4 fully developed, and it was accompanied by an updated user guide and a newly developed methodology documentation. Presented in the CWA , -2 and -3 the second version of the framework built upon the e-cf version 1.0, taking into account the first e-cf application experience and feedback from ICT stakeholders across Europe. An easy to use on-line tool was published to support navigation through the framework and user-specific profile building in English language. 7

8 From e-cf version 2.0 to version 3.0 updating highlights The version 3.0 presented by this CWA document is the result of the CEN ICT skills Workshop Project e-cf support and maintenance towards e-cf version 3.0 ( ). Version 1.0 was focused upon pioneering development of dimensions 1, 2 and 3 and version 2.0 provided the framework developed in all four dimensions. Version 3.0 project activity was guided by the overall maturity of the e-cf, reviewing framework underlying principles, content, plus practical acceptance and use by deploying stakeholders. Feedback from more than 120 stakeholders from across Europe and abroad was systematically evaluated and considered within the e-cf version 3.0 updating process. Many technical suggestions were backed by e-cf user practical experience that provided high value to the updating activity. Care has also been taken to ensure that existing users of version 2.0 are able to adopt version 3.0 without excessive effort. Guided by the overall mission to minimise changes but maintain continued framework relevance and continued ease of application for multiple ICT stakeholders in compliance with the e-cf Founding principles listed in chapter 0; the framework update to version 3.0 is characterized by the following highlights: Four new competences have been added. A.9. Innovating B.6. System Engineering D.11. Needs Identification D.12. Digital Marketing As a response to stakeholder comments received in the context of version 1.0 and 2.0, the design and development process was articulated more clearly. The v 2.0 competence B.1. Design and Development has been divided into two competences: à B.1. Application Development and B.6. Systems Engineering This leads to further clarity and refinement of the design element within: A.5. Architecture Design (related to systems) and A.6. Applications Design (related to applications) The development element of the process is further enhanced in: B.1. Application Development (related to applications) and B.6. Systems Engineering (related to systems) The need to consider new emerging business, technology and development process trends (mobile, cloud, big data, lean management, iterative approach ) and to consider the changing priorities of existing issues (e.g. security) were addressed across the entire framework and incorporated within relevant dimensions. Extracting value from the e-cf into SME project (see: CWA 16367:2011), the perspective of small and medium sized enterprises has been incorporated within version 3. Examples include the new competence D.11 Needs Identification, the applied research perspective is now addressed and a new competence A.9 Innovation introduced A systematic review was taken of leadership components of the e-cf, also informed by the concept of e-leadership and where relevant both components were further integrated. Project activities supporting the framework update helped to expand the exchange of information between the network of e-cf stakeholder supporters and users across Europe. Some information exchanges were systematically registered by documenting case studies to illustrate e-cf use in practice. 8

9 e-cf supporting material In summary, the CEN ICT Skills Workshop Project e-cf support and maintenance towards e-cf version 3.0 ( ) led to the following documented outcomes: 3.0. A shared European framework for ICT Professionals in all industry sectors (CWA Part 1) User guide for the application of the (e-cf) version 3.0 (CWA Part 2) Building the e-cf a combination of sound methodology and expert contribution. Methodology documentation (CWA Part 3) 15 case studies illustrating e-cf practical use from multiple ICT sector perspectives (CWA Part 4) A multilingual e-cf profiling tool enables easy navigating through the and related European ICT Professional Profiles together with customized profile construction and content export. Figure 1 The e-cf profile enabling tool screenshot Political context and support The is a component of the long term e-skills agenda e-skills for the 21st Century of the European Union supported by the European Commission and The Council of Ministers, and of the Grand Coalition for Digital Jobs launched by the European Commission in March 2013 to fill the digital gap. 9

10 e-cf structure and look The is structured from four dimensions. These dimensions reflect different levels of business and human resource planning requirements in addition to job / work proficiency guidelines and are specified as follows: : 5 areas, derived from the ICT business processes PLAN BUILD RUN ENABLE MANAGE : A set of reference s for each area, with a generic for each competence. 40 competences identified in total provide the European generic reference definitions of the e-cf 3.0. : Proficiency levels of each provide European reference level specifications on levels e-1 to e-5, which are related to the EQF levels 3 to 8. : Samples of knowledge and skills relate to s in dimension 2. They are provided to add value and context and are not intended to be exhaustive. Whilst competence definitions are explicitly assigned to dimension 2 and 3 and knowledge and skills samples appear in dimension 4 of the framework, attitude is embedded in all three dimensions. 10

11 overview 5 e-cf areas (A E) 40 s identified A. PLAN A.1. IS and Business Strategy Alignment A.2. Service Level Management A.3. Business Plan Development A.4. Product / Service Planning A.5. Architecture Design A.6. Application Design A.7. Technology Trend Monitoring A.8. Sustainable Development A.9. Innovating B. BUILD B.1. Application Development B.2. Component Integration B.3. Testing B.4. Solution Deployment B.5. Documentation Production B.6. Systems Engineering C. RUN C.1. User Support C.2. Change Support C.3. Service Delivery C.4. Problem Management D. ENABLE D.1. Information Security Strategy Development D.2. ICT Quality Strategy Development D.3. Education and Training Provision D.4. Purchasing D.5. Sales Proposal Development D.6. Channel Management D.7. Sales Management D.8. Contract Management D.9. Personnel Development D.10. Information and Management D.11. Needs Identification D.12. Digital Marketing E. MANAGE E.1. Forecast Development E.2. Project and Portfolio Management E.3. Risk Management E.4. Relationship Management E.5. Process Improvement E.6. ICT Quality Management E.7. Business Change Management E.8. Information Security Management E.9. IS Governance to EQF levels 3 8 e-1 e-2 e-3 e-4 e-5 11

12 full version : A. PLAN A.1. IS and Business Strategy Alignment Anticipates long term business requirements, influences improvement of organisational process efficiency and effectivenes. Determines the IS model and the enterprise architecture in line with the organisation s policy and ensures a secure environment. Makes strategic IS policy decisions for the enterprise, including sourcing strategies. Provides leadership for the construction and implementation of long term innovative IS solutions. Provides IS strategic leadership to reach consensus and commitment from the management team of the enterprise. K5 K6 K7 K8 business strategy concepts trends and implications of ICT internal or external developments for typical organisations the potential and opportunities of relevant business models the business aims and organisational objectives the issues and implications of sourcing models the new emerging technologies (e.g. distributed systems, virtualisation, mobility, data sets) architectural frameworks security Skills analyse future developments in business process and technology application determine requirements for processes related to ICT services identify and analyse long term user / customer needs contribute to the development of ICT strategy and policy, including ICT security and quality S5 contribute to the development of the business strategy S6 analyse feasibility in terms of costs and benefits S7 review and analyse effects of implementations S8 understand the impact of new technologies on business (e.g. open / big data, dematerialisation opportunities and strategies) S9 understand the business benefits of new technologies and how this can add value and provide competitive advantage (e.g. open / big data, dematerialisation opportunities and strategies) 0 understand the enterprise architecture 1 understand the legal & regulatory landscape in order to factor into business requirements 12

13 : A. PLAN A.2. Service Level Management Defines, validates and makes applicable service level agreements (SLAs) and underpinning contracts for services offered. Negotiates service performance levels taking into account the needs and capacity of stakeholders and business. Ensures the content of the SLA. Negotiates revision of SLAs, in accordance with the overall objectives. Ensures the achievement of planned results. Skills K5 K6 K7 S5 SLA documentation how to compare and interpret management data the elements forming the metrics of service level agreements how service delivery infrastructures work impact of service level non-compliance on business performance ICT security standards ICT quality standards analyse service provision records evaluate service provision against SLA negotiate realistic service level targets use relevant quality management techniques anticipate and mitigate against potential service disruptions 13

14 : A. PLAN A.3. Business Plan Development Addresses the design and structure of a business or product plan including the identification of alternative approaches as well as return on investment propositions. Considers the possible and applicable sourcing models. Presents cost benefit analysis and reasoned arguments in support of the selected strategy. Ensures compliance with business and technology strategies. Communicates and sells business plan to relevant stakeholders and addresses political, financial, and organisational interests. Exploits specialist knowledge to provide analysis of market environment etc. Provides leadership for the creation of an information system strategy that meets the requirements of the business (e.g. distributed, mobility-based) and includes risks and opportunities. Applies strategic thinking and organisational leadership to exploit the capability of Information Technology to improve the business. Skills K5 K6 K7 K8 K9 S5 business plan elements and milestones the present and future market size and needs competition and SWOT analysis techniques (for product features and also the external environment) value creation channels profitability elements the issues and implications of sourcing models financial planning and dynamic new emerging technologies risk and opportunity assessment techniques address and identify essential elements of product or solution value propositions define the appropriate value creation channels build a detailed SWOT analysis generate short and long term performance reports (e.g. financial, profitability, usage and value creation) identify main milestones of the plan 14

15 : A. PLAN A.4. Product / Service Planning Analyses and defines current and target status. Estimates cost effectiveness, points of risk, opportunities, strengths and weaknesses, with a critical approach. Creates structured plans; establishes time scales and milestones, ensuring optimisation of activities and resources. Manages change requests. Defines delivery quantity and provides an overview of additional documentation requirements. Specifies correct handling of products, including legal issues, in accordance with current regulations. Acts systematically to document standard and simple elements of a product. Exploits specialist knowledge to create and maintain complex documents. Provides leadership and takes responsibility for, developing and maintaining overall plans. Skills K5 K6 K7 K8 S5 S6 effective frameworks and methodologies for governance plans typical KPI (key performance indicators) basic decision-making methods IPR principles and regulation agile techniques structured Project Management Methodologies (e.g. agile techniques) optimisation methods (e.g. lean management) new emerging technologies identify all potential targets for the product or service define the communication plan; identify key users and create related documentation produce quality plans ensure and manage adequate information for decision makers manage the change request process manage the product / service development management lifecycle (inclusive of the formal change request process) 15

16 : A. PLAN A.5. Architecture Design Specifies, refines, updates and makes available a formal approach to implement solutions, necessary to develop and operate the IS architecture. Identifies change requirements and the components involved: hardware, software, applications, processes, information and technology platform. Takes into account interoperability, scalability, usability and security. Maintains alignment between business evolution and technology developments. Exploits specialist knowledge to define relevant ICT technology and specifications to be deployed in the construction of multiple ICT projects, applications or infrastructure improvements. Acts with wide ranging accountability to define the strategy to implement ICT technology compliant with business need. Takes account of the current technology platform, obsolescent equipment and latest technological innovations. Provides ICT strategic leadership for implementing the enterprise strategy. Applies strategic thinking to discover and recognize new patterns in vast datasets and new ICT systems, to achieve business savings. Skills K5 S5 architecture frameworks, methodologies and systems design tools systems architecture requirements: performance, maintainability, extendibility, scalability, availability, security and accessibility costs, benefits and risks of a system architecture the company s enterprise architecture and internal standards new emerging technologies (e.g., distributed systems, virtualisation models, datasets, mobile systems) provide expertise to help solve complex technical problems and ensure best architecture solutions are implemented use knowledge in various technology areas to build and deliver the enterprise architecture understand the business objectives / drivers that impact the architecture component (data, application, security, development etc) assist in communication of the enterprise architecture and standards, principles and objectives to the application teams develop design patterns and models to assist system analysts in designing consistent applications 16

17 : A. PLAN A.6. Application Design Analyses, specifies, updates and makes available a model to implement applications in accordance with IS policy and user / customer needs. Selects appropriate technical options for application design, optimising the balance between cost and quality. Designs data structures and builds system structure models according to analysis results through modelling languages. Ensures that all aspects take account of interoperability, usability and security. Identifies a common reference framework to validate the models with representative users, based upon development models (e.g. iterative approach). Contributes to the design and general functional specification and interfaces. Organises the overall planning of the design of the application. Accounts for own and others actions in ensuring that the application is correctly integrated within a complex environment and complies with user / customer needs. Skills K5 K6 K7 K8 K9 S5 S6 S7 S8 S9 requirements modelling and need analysis techniques software developments methods and their rationale (e.g. prototyping, agile methods, reverse engineering, etc.) metrics related to application development user interface design principles languages for formalising functional specification existing applications and related architecture DBMS, Data Warehouse, DSS etc mobile technologies threat modelling techniques identify customers, users & stakeholders collect, formalise and validate functional and no-functional requirements apply estimation models and data to evaluate costs of different software lifecycle phases evaluate the use of prototypes to support requirements validation design, organise and monitor the overall plan for the design of application design functional specification starting from defined requirements evaluate the suitability of different application development methods for the current scenario establish systematic and frequent communication with customers, users and stakeholders ensure that controls & functionality are built in to the design 17

18 : A. PLAN A.7. Technology Trend Monitoring Investigates latest ICT technological developments to establish understanding of evolving technologies. Devises innovative solutions for integration of new technology into existing products, applications or services or for the creation of new solutions. Exploits wide ranging specialist knowledge of new and emerging technologies, coupled with a deep understanding of the business, to envision and articulate solutions for the future. Provides expert guidance and advice, to the leadership team to support strategic decisionmaking. Makes strategic decisions envisioning and articulating future ICT solutions for customer-oriented processes, new business products and services; directs the organisation to build and exploit them. Skills K5 emerging technologies and the relevant market applications market needs relevant sources of information (e.g. magazines, conferences and events, newsletters, opinion leaders, on-line forum, etc.) the rules of discussions in web communities applied research programme approaches monitor sources of information and continuously follow the most promising identify vendors and providers of the most promising solutions; evaluate, justify and propose the most appropriate. identify business advantages and improvements of adopting emerging technologies 18

19 : A. PLAN A.8. Sustainable Development Estimates the impact of ICT solutions in terms of eco responsibilities including energy consumption. Advises business and ICT stakeholders on sustainable alternatives that are consistent with the business strategy. Applies an ICT purchasing and sales policy which fulfills eco-responsibilities. Promotes awareness, training and commitment for the deployment of sustainable development and applies the necessary tools for piloting this approach. Defines objective and strategy of sustainable IS development in accordance with the organisation s sustainability policy. Skills metrics and indicators related to sustainable development corporate social responsibility (CSR) of stakeholders within the IS infrastructure monitor and measure the ICT energy consumption apply recommendations in projects to support latest sustainable development strategies master regulatory constraints and international standards related to ICT sustainability : A. PLAN A.9. Innovating Devises creative solutions for the provision of new concepts, ideas, products or services. Deploys novel and open thinking to envision exploitation of technological advances to address business / society needs or research direction. Applies independent thinking and technology awareness to lead the integration of disparate concepts for the provision of unique solutions. Challenges the status quo and provides strategic leadership for the introduction of revolutionary concepts. Skills existing and emerging technologies and market applications business, society and / or research habits, trends and needs innovation processes techniques identify business advantages and improvements of adopting emerging technologies create a proof of concept think out of the box identify appropriate resources 19

20 : B. BUILD B.1. Application Development Interprets the application design to develop a suitable application in accordance with customer needs. Adapts existing solutions by e.g. porting an application to another operating system. Codes, debugs, tests and documents and communicates product development stages. Selects appropriate technical options for development such as reusing, improving or reconfiguration of existing components. Optimises efficiency, cost and quality. Validates results with user representatives, integrates and commissions the overall solution. Acts under guidance to develop, test and document applications. Systematically develops and validates applications. Acts creatively to develop applications and to select appropriate technical options. Accounts for others development activities. Optimizes application development, maintenance and performance by employing design patterns and by reusing proved solutions. appropriate software programs / modules hardware components, tools and hardware architectures functional & technical designing state of the art technologies K5 programming languages K6 Power consumption models of software and / or hardware K7 DBMS K8 operating Systems and software platforms K9 Integrated development environment (IDE) 0 rapid application development (RAD) 1 IPR issues 2 modeling technology and languages 3 interface definition languages (IDL) 4 security Skills S5 S6 S7 S8 explain and communicate the design / development to the customer perform and evaluate test results against product specifications apply appropriate software and / or hardware architectures develop user interfaces, business software components and embedded software components manage and guarantee high levels of cohesion and quality use data models perform and evaluate test in the customer or target environment cooperate with development team and with application designers 20

21 : B. BUILD B.2. Component Integration Integrates hardware, software or sub system components into an existing or a new system. Complies with established processes and procedures such as, configuration management and package maintenance. Takes into account the compatibility of existing and new modules to ensure system integrity, system interoperability and information security. Verifies and tests system capacity and performance and documentation of successful integration. Acts systematically to identify compatibility of software and hardware specifications. Documents all activities during installation and records deviations and remedial activities. Accounts for own and others actions in the integration process. Complies with appropriate standards and change control procedures to maintain integrity of the overall system functionality and reliability. Exploits wide ranging specialist knowledge to create a process for the entire integration cycle, including the establishment of internal standards of practice. Provides leadership to marshal and assign resources for programmes of integration. old, existing and new hardware components / software programs / modules the impact that system integration has on existing system / organisation interfacing techniques between modules, systems and components integration testing techniques K5 development tools (e.g. development environment, management, source code access / revision control) K6 best practice design techniques Skills S5 measure system performance before, during and after system integration document and record activities, problems and related repair activities match customers needs with existing products verify that integrated systems capabilities and efficiency match specifications secure / back-up data to ensure integrity during system integration 21

22 : B. BUILD B.3. Testing Constructs and executes systematic test procedures for ICT systems or customer usability requirements to establish compliance with design specifications. Ensures that new or revised components or systems perform to expectation. Ensures meeting of internal, external, national and international standards; including health and safety, usability, performance, reliability or compatibility. Produces documents and reports to evidence certification requirements. Performs simple tests in strict compliance with detailed instructions. Organises test programmes and builds scripts to stress test potential vulnerabilities. Records and reports outcomes providing analysis of results. Exploits specialist knowledge to supervise complex testing programmes. Ensures tests and results are documented to provide input to subsequent process owners such as designers, users or maintainers. Accountable for compliance with testing procedures including a documented audit trail. Exploits wide ranging specialist knowledge to create a process for the entire testing activity, including the establishment of internal standard of practices. Provides expert guidance and advice to the testing team. Skills K5 S5 techniques, infrastructure and tools to be used in the testing process the lifecycle of a testing process the different sorts of tests (functional, integration, performance, usability, stress etc.) national and international standards defining quality criteria for testing web, cloud and mobile technologies and environmental requirements create and manage a test plan manage and evaluate the test process design tests of ICT systems prepare and conduct tests of ICT systems report and document tests and results 22

23 : B. BUILD B.4. Solution Deployment Following predefined general standards of practice carries out planned necessary interventions to implement solution, including installing, upgrading or decommissioning. Configures hardware, software or network to ensure interoperability of system components and debugs any resultant faults or incompatibilities. Engages additional specialist resources if required, such as third party network providers. Formally hands over fully operational solution to user and completes documentation recording all relevant information, including equipment addressees, configuration and performance data. Removes or installs components under guidance and in accordance with detailed instructions. Acts systematically to build or deconstruct system elements. Identifies failing components and establishes root cause failures. Provides support to less experienced colleagues. Accounts for own and others actions for solution provision and initiates comprehensive communication with stakeholders. Exploits specialist knowledge to influence solution construction providing advice and guidance. Skills K5 K6 S5 S6 S7 performance analysis techniques techniques related to problem management (operation, performance, compatibility) software packaging and distribution methods and techniques the impacts of deployment on the current architecture the technologies and standards to be used during the deployment web, cloud and mobile technologies and environmental requirements organise deployment workflow and product roll-out activities organise and plan beta-test activities, testing solution in its final operational environment configure components at any level to guarantee correct overall interoperability identify and engage expertise needed to solve interoperability problems organise and control initial support service provision including user training during system start-up organise population of data bases and manage data migration collaborate to modify 3rd party code; support and maintain modified software 23

24 : B. BUILD B.5. Documentation Production Produces documents describing products, services, components or applications to establish compliance with relevant documentation requirements. Selects appropriate style and media for presentation materials. Creates templates for document-management systems. Ensures that functions and features are documented in an appropriate way. Ensures that existing documents are valid and up to date. Uses and applies standards to define document structure. Determines documentation requirements taking into account the purpose and environment to which it applies. Adapts the level of detail according to the objective of the documentation and the targeted population. Skills tools for production, editing and distribution of professional documents tools for multimedia presentation creation different technical documents required for designing, developing and deploying products, applications and services version control of documentation production observe and deploy effective use of corporate standards for publications prepare templates for shared publications organise and control content management workflow keep publications aligned to the solution during the entire lifecycle 24

25 : B. BUILD B.6. Systems Engineering Engineers software and / or hardware components to meet solution requirements such as specifications, costs, quality, time, energy efficiency, information security and data protection. Follows a systematic methodology to analyse and build the required components and interfaces. Builds system structure models and conducts system behavior simulation. Performs unit and system tests to ensure requirements are met. Ensures interoperability of the system components. Exploits wide ranging specialist knowledge to create a complete system that will satisfy the system constraints and meet the customer s expectations. Handles complexity by developing standard procedures and architectures in support of cohesive product development. Establishes a set of system requirements that will guide the design of the system. Identifies which system requirements should be allocated to which elements of the system. Skills K5 K6 K7 K8 S5 S6 S7 appropriate software programs / modules, DBMS and programming languages hardware components, tools and hardware architectures functional & technical designing state of the art technologies programming languages power consumption models of software and / or hardware information Security Basics prototyping explain and communicate the design / development to the customer perform and evaluate test results against product specifications apply appropriate software and / or hardware architectures design and develop hardware architecture, user interfaces, business software components and embedded software components manage and guarantee high levels of cohesion and quality in complex software developments use data models apply appropriate development and / or process models, to develop effectively and efficiently 25

26 : C. RUN C.1. User Support Responds to user requests and issues, recording relevant information. Assures resolution or escalates incidents and optimises system performance in accordance with predefined service level agreements (SLAs). Understands how to monitor solution outcome and resultant customer satisfaction. Interacts with users, applies basic product knowledge to respond to user requests. Solves incidents, following prescribed procedures. Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problems and interrogates database for potential solutions. Escalates complex or unresolved incidents. Records and tracks issues from outset to conclusion. Manages the support process and accountable for agreed SLA. Plans resource allocation to meet defined service level. Acts creatively, and applies continuous service improvement. Manages the support function budget. Skills K5 S5 relevant ICT user applications database structures and content organisation corporate escalation procedures software distribution methods and procedures for fix application and file transmission methodologies applicable to software fixes sources of information for potential solutions effectively interrogate users to establish symptoms analyse symptoms to identify broad area of user error or technical failure deploy support tools to systematically trace source of error or technical failure clearly communicate with end users and provide instructions on how to progress issues record and code issues to support growth and integrity of online support tools 26

27 : C. RUN C.2. Change Support Implements and guides the evolution of an ICT solution. Ensures efficient control and scheduling of software or hardware modifications to prevent multiple upgrades creating unpredictable outcomes. Minimises service disruption as a consequence of changes and adheres to defined service level agreement (SLA). Ensures consideration and compliance with information security procedures. During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements. Ensures the integrity of the system by controlling the application of functional updates, software or hardware additions and maintenance activities. Complies with budget requirements. Skills K5 functional specifications of the information system the existing ICT application technical architecture how business processes are integrated and their dependency upon ICT applications change management tools and technique the best practices and standards in information security management share functional and technical specifications with ICT teams in charge of the maintenance and evolution of ICT solutions manage communications with ICT teams in charge of the maintenance and the evolution of information systems solutions analyse the impact of functional / technical changes on users anticipate all actions required to mitigate the impact of changes (training, documentation, new processes ). 27

28 : C. RUN C.3. Service Delivery Ensures service delivery in accordance with established service level agreements (SLA s). Takes proactive action to ensure stable and secure applications and ICT infrastructure to avoid potential service disruptions, attending to capacity planning and to information security. Updates operational document library and logs all service incidents. Maintains monitoring and management tools (i.e. scripts, procedures). Maintains IS services. Takes proactive measures. Acts under guidance to record and track reliability data. Systematically analyses performance data and communicates findings to senior experts. Escalates potential service level failures and security risks, recommends actions to improve service reliability. Tracks reliability data against SLA. Programmes the schedule of operational tasks. Manages costs and budget according to the internal procedures and external constraints. Identifies the optimum number of people required to resource the operational management of the IS infrastructure. Skills K5 K6 how to interpret ICT service delivery requirements best practices and standards in ICT service delivery. how to monitor service delivery how to record service delivery actions and able to identify failures the best practices and standards in information security management web, cloud and mobile technologies apply the processes which comprise the organisation s ICT service delivery strategy fill in and complete documentation used in ICT service delivery analyse service delivery provision and report outcomes to senior colleagues plan and apply manpower workload / requirements for efficient and cost effective service provision 28

29 : C. RUN C.4. Problem Management Identifies and resolves the root cause of incidents. Takes a proactive approach to avoidance or identification of root cause of ICT problems. Deploys a knowledge system based on recurrence of common errors. Resolves or escalates incidents. Optimises system or component performance. Identifies and classifies incident types and service interruptions. Records incidents cataloguing them by symptom and resolution. Exploits specialist knowledge and in-depth understanding of the ICT infrastructure and problem management process to identify failures and resolve with minimum outage. Makes sound decisions in emotionally charged environments on appropriate action required to minimise business impact. Rapidly identifies failing component, selects alternatives such as repair, replace or reconfigure. Provides leadership and is accountable for the entire problem management process. Schedules and ensures well trained human resources, tools, and diagnostic equipment are available to meet emergency incidents. Has depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime. Constructs escalation processes to ensure that appropriate resources can be applied to each incident. Skills K5 S5 the organisation s overall ICT infrastructure and key components the organisation s reporting procedures the organisation s critical situation escalation procedures the application and availability of diagnostic tools the link between system infrastructure elements and impact of failure on related business processes. monitor progress of issues throughout lifecycle and communicate effectively identify potential critical component failures and take action to mitigate effects of failure conduct risk management audits and act to minimise exposures allocate appropriate resources to maintenance activities, balancing cost and risk communicate at all levels to ensure appropriate resources are deployed internally or externally to minimise outages 29