Service Management. 702 IT/Technology Service Help Desk and Incident Management

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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 5 Role Competence ( ): Manage and help develop 'Service Help Desk and Incident Management' activities to meet business needs This competence will be demonstrated by the following Performance Criteria ( C): a) 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 b) Design and develop the policies, standards, procedure, tools, techniques and plans that apply to service desk desk/help desk activities and their deliverables c) Implement and maintain standards, procedures, tools and techniques for the service desk/help desk, taking account of changing business needs and other internal and external factors d) Provide advice and guide to others relevant to the service desk/help desk on: all aspects on incident management service request activities and their deliverables the application of best practice identification of the implications of business objectives the service strategy and service delivery/operation objectives on incident management and service request activities the development of appropriate strategy, polices and plans identifying and meeting the strategic, financial and operational targets e) Manage the provision of appropriate resources, equipment, media and information resources to ensure service desk/help desk services is effective during its operational hours to its customers f) Be accountable for meeting service levels for incident management, service request activities and the service desk/help desk Competent performance requires Knowledge ( K) of how to: Copyright e-skills UK Sector Skills Council Ltd

2 a) Identify and/or select: when and how to source, use and apply best practice in incident management and service request activities and identify relevant through incident management and/or and service request information gathered, what are the training and education needs for customers and report the effectiveness of individuals working in the service desk/help desk in meeting relevant targets and metrics and what is the level of expertise required to operate the service desk/help desk what are the definitions of priorities and classifications for incidents and service requests when new or enhanced services are being introduced that may have an impact on and require support from the service desk/help desk any legislation, regulations and external standards that may apply to incident management and service request activities the strategic, financial and operational targets relevant to the service desk/help desk b) Record and implement: strategies, policies, plans and standards relating to the operation and management of incidents and service requests by the service desk/help desk 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 proposals relating to the use of external providers of incident management and/or service request services classifications and priorities to be used in incident management and service request activities c) Record and store proposals relating to the use of external providers of incident management and/or service request services d) Manage: the provision of appropriate resources including; equipment, media, services and appropriate staffing and skills levels to ensure service desk/help desk services during its operational hours to its customers the alignment of incident management and service request activities and their deliverables with all relevant legislation, regulations and external standards 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 the impact of internal and external factors on the provision of services to an organisation e) Advise and guide others on all aspects of incident management service request activities and their deliverables f) Design and develop the procedures tools, techniques and plans that apply to service desk desk/help desk activities, the service levels and operational hours and the operation of incident management activities g) Be accountable for meeting service levels for incident management, service request activities and the service desk/help desk Competent performance requires Understanding ( U) of: a) What: Copyright e-skills UK Sector Skills Council Ltd

3 is the range of possible impacts on any or all elements involved in the provision of endto-end IT/technology service, as a result of business growth/change is the relationship between incident management and service request activities and the systems and service lifecycle 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 is best practice in incident management and service request activities b) 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 c) The fact that range of services that the service desk/help desk needs to offer to support the service strategy d) The importance of managing relationships with external providers of service desk/help desk services Competence ( ): Review, 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) Review and report the effectiveness of incident management and service request activities and the operational performance of the service desk/help desk against metrics b) Assist others in the identification of what management information should be provided by the service desk/help desk to customers and appropriate people Competent performance requires Knowledge ( K) of how to: a) Identify and/or select: the implications of business needs for IT/technology service on the service desk/help desk and the possible effects of internal and external factors how to operate and populate the service desk/help desk most effectively to respond to changes in demand and support service delivery/operation objectives and the service strategy who are the internal and external sponsors of and stakeholders for, incident management and service request activities b) Source, gather and collate information relating to: service levels and operational hours that will be offered by the service desk/help desk, based on business needs, service delivery/operation objectives and the service strategy the business needs, service delivery/operation objectives and service strategy so that it may direct and inform the activities of the service desk/help desk the capabilities of existing or potential external providers of incident management and service request activities relating to the training and education needs of customers of the service desk/help desk the type of service desk/help desk that is required to support the business needs and the service strategy c) Record and store the procedures, tools and techniques to monitor the alignment of incident management and service request activities and their deliverables: Copyright e-skills UK Sector Skills Council Ltd

4 with business needs, service delivery/operation objectives and the service strategy with any relevant legislation, regulations and external standards metrics and targets to be applied to incident management and service request activities d) Monitor and review: incident management and service request activities to ensure timely and appropriate response and completion the alignment of incident management and service request activities and their deliverables with any relevant legislation, regulations and external standards the quality and effectiveness of external providers of incident management and service request services the effectiveness of individuals working in the service desk/help desk in meeting targets/metrics e) Report: findings from monitoring the quality and effectiveness of incident management and service/access request activities the quality and effectiveness of incident management and service request activities against metrics and targets on a regular basis f) Manage the alignment of incident management and service request activities and their deliverables with business needs, service delivery/operation objectives and the service strategy g) Present: proposals relating to the use of external providers of incident management and service request services the implications of business needs for IT/technology service on the service desk/help desk h) Design and develop: the procedures, tools and techniques to monitor the quality and effectiveness of incident management and/or service request activities and their deliverables the metrics and targets that are used to measure the performance of incident management, service request activities and the service desk/help desk 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 Competent performance requires Understanding ( U) of: a) What is the range of internal and external factors that could impact on the delivery of service to customers that the service desk/help desk needs to be aware of and respond to b) The need for monitoring of: 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 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 c) The procedures, tools and techniques that can be used to monitor the alignment of service desk/help desk activities with strategic, financial and operational targets and against any relevant legislation, regulations and external standards for incident management and service request activities Copyright e-skills UK Sector Skills Council Ltd

5 d) 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 Competence ( ): Identify and implement improvements and work-arounds to 'Service Help Desk and Incident Management' activities This competence will be demonstrated by the following Performance Criteria ( C): a) Proactively identify the implications of business needs for IT/technology service, including the introduction of new services on the service desk/help desk, presenting findings to appropriate people b) Develop the metrics, service levels and operational hours for the service desk/help desk to meet business needs, service delivery/operation objectives and the service strategy Competent performance requires Knowledge ( K) of how to: a) Identify and/or select: any major incident(s) and the potential impact of it/them on the activities of the service desk/help desk what information needs to be accessible to those individuals operating the service desk/help desk from a wide range of internal and external sources in order to assist them in the diagnosis, resolution, fulfilment and closure of incidents and service requests b) Verify: the appropriateness of any work-arounds to keep business activities on track whilst incidents and service requests are handled both the services, and the quality and effectiveness of these services, offered by the service desk/help desk against business needs, service delivery/operation objectives and the service strategy c) Analyse and interpret: the implications of business needs for IT/technology service on incident management and service request activities customer training and education needs, based on information gathered about their problems and issues the quality and effectiveness relating to the capabilities of existing or potential external providers of incident management and/or service request services d) Take action and measures: to take account of internal and external factors that may impact on incident management and service request activities in the event of incidents and service requests not being resolved, fulfilled and/or closed in line with service levels in the event of incident management and service request activities not supporting the business needs, service delivery/operation objectives and/or the service strategy e) Take action and measures to assess potential external providers and make decisions on appropriateness of using them for incident management and service request services f) Advise and guide others on best practice in incident management and/or service request activities Copyright e-skills UK Sector Skills Council Ltd

6 Competent performance requires Understanding ( U) of: a) What are the benefits and disadvantages of using external providers of service desk/help desk services b) What are the implications of the service strategy and operational and financial targets for service on the service desk/help desk activities Copyright e-skills UK Sector Skills Council Ltd