ESKITP Manage IT service delivery performance metrics
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- Angelica Davis
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1 Overview This sub-discipline covers the competencies required to manage the monitoring, analysis and communication of IT service delivery 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 senior professional roles managing service delivery and help desk support functions. Working in the senior professional role involves: Managing service delivery performance monitoring activities Managing and setting service delivery performance monitoring metrics and activities ESKITP
2 Performance criteria You must be able to: P1 correctly identify actions required to address issues and risks that have been raised by internal and/or external audit and/or those required to address any misalignment of IT service delivery performance metrics with all relevant regulations and external standards P2 make timely and specific decisions on the actions proposed by others to deal with any over and under performance issues against targets and forecasts in any particular IT service delivery project or programme P3 authorise any actions required in the event of IT service delivery performance metrics management activities not supporting the business objectives, and those required to address failings in the management of the IT service delivery performance metrics or realisation of the benefits P4 take decisive and timely action to address any misalignment of IT service delivery performance metrics management activities with relevant regulations and external standards P5 effectively manage the application of appropriate IT service delivery performance metrics policies and standards P6 correctly implement and maintain strategy, policies, plans, standards, procedures, tools and techniques relating to IT service delivery performance metrics management activities P7 effectively manage the IT service delivery performance metrics process,, taking decisive and timely action to deal with any over and under performance, issues and risks and any failings in the management of the IT service delivery performance metrics or realisation of the benefits P8 correctly identify actions required to address issues and risks that have been raised by internal and/or external audit and/or those required to address any misalignment of IT service delivery performance metrics with relevant regulations and external standards ESKITP
3 Knowledge and understanding You need to know and understand: K1 how to identify: K1.1 the IT service delivery performance forecasts that need to be made K1.2 the potential implications of IT service delivery performance management metrics activities, being incomplete, inadequate, inappropriate or incorrect K2 how to identify and select actions required to address: K2.1 issues and risks raised by internal and/or external audit K2.2 any misalignment of IT service delivery performance metrics with all relevant regulations and external standards K3 how to identify and select the internal and external: K3.1 factors that may impact on the IT service delivery performance management metrics activities of any particular programme K3.2 expertise required to support IT service delivery performance management metrics activities K4 how to use and apply: K4.1 the most appropriate approach to manage the IT service delivery performance management metrics K4.2 the strategy, policies and standards relating to IT service delivery performance management metrics activities K4.3 lessons learned from previous IT service delivery performance management metrics management activities K5 implement and maintain, for any particular IT service delivery assignment: K5.1 IT service delivery performance metrics standards, tolerance levels, contingency and authorities K5.2 IT service delivery performance metrics forecasts K5.3 actual IT service delivery performance metrics within tolerance constraints ESKITP
4 K6 implement and maintain: K6.1 the strategy, policies, plans and standards K6.2 the procedures, tools and techniques K6.3 the strategy and policies to ensure the alignment with all relevant legislation, regulations, external standards and internal governance principles and standards K7 report: K7.1 any potential and/or actual variances from the delegated authorities, to relevant people K7.2 decisions taken relating to the IT service delivery performance metrics of any particular programme, to sponsors, stakeholders and internal and external individuals and bodies K8 report, for any particular IT service delivery assignment, actions taken to address: K8.1 IT service delivery performance metrics management activities adopted being incomplete, inadequate, inappropriate or incorrect K8.2 over and under performance against targets, forecasts and actuals K8.3 failings in the management of the IT service delivery performance metrics or realisation of the benefits K9 manage the relationships: K9.1 between internal and external audit individuals and bodies K9.2 with sponsors, stakeholders and internal and external individuals and bodies on matters relating to IT service delivery performance metrics and benefits of any particular programme K9.3 with individuals involved in the management of IT service delivery performance metrics and policies and standards within the wider organisation K9.4 the IT service delivery performance metrics teams and internal and external audit individuals and bodies ESKITP
5 K9.5 with external providers offering IT service delivery performance metrics management services K10 manage the alignment of: K10.1 IT service delivery performance metrics management activities with business and programme objectives K10.2 IT service delivery performance metrics management objectives/targets/benefits K10.3 IT service delivery performance metrics management activities with all relevant legislation, regulations and external standards K11 manage, for any particular programme, actions required: K11.1 in the event of IT service delivery performance metrics management activities adopted being incomplete, inadequate, inappropriate or incorrect K11.2 to address over and under performance against forecasts and actual K11.3 to address failings in the management of the IT service delivery performance metrics activities or realisation of the benefits K11.4 to address issues and risks identified on by internal and/or external audit K11.5 to address any misalignment of IT service delivery performance metrics management activities with all relevant legislation, regulations and external standards K12 present actions proposed in the event of IT service delivery performance metrics management activities and deliverables adopted for any particular programme being incomplete, inadequate, inappropriate or incorrect K13 take actions and measures: K13.1 to take account of internal and external factors in IT service delivery performance metrics management ESKITP
6 activities K13.2 in the event of IT service delivery performance metrics management activities adopted for any particular programme being incomplete, inadequate, inappropriate or incorrect K14 negotiate proposed actions to deal with over and under performance against forecasts in any particular of IT service delivery phase K15 authorise, for any particular IT service delivery assignment, actions required: K15.1 to improve the quality and effectiveness of IT service delivery performance metrics management activities K15.2 to address any IT service delivery performance metrics management activities being incomplete, inadequate, inappropriate or incorrect K15.3 to address IT service delivery performance metrics over and under performance against forecasts K15.4 to address failings in the management of the IT service delivery performance metrics or realisation of the benefits ESKITP
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