ESKITP Authorise strategy, policies and standards relating to IT service delivery performance metrics management
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1 service delivery performance metrics Overview This sub-discipline covers the competencies required to direct 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 lead professional roles directing IT service delivery performance monitoring functions. Working in the senior professional role involves: Directing service delivery performance monitoring activities Co-ordinating setting service delivery performance monitoring metrics and activities 1
2 service delivery performance metrics Performance criteria You must be able to: P1 design effective strategy, policies and standards relating to IT service delivery performance metrics activities and the most appropriate approach to manage the delivery of IT services for any particular programme P2 design effective IT service delivery performance metrics standards, contingency and authorities for use within any particular project and/or programme P3 critically review and authorise the IT service delivery performance metrics, having assessed the adequacy and appropriateness of it, together with the delegated authorities and contingency for any particular programme 2
3 service delivery performance metrics 3
4 service delivery performance metrics Knowledge and understanding You need to know and understand: K1 how to identify and select, for any particular IT service delivery performance area: K1.1 the strategy, policies and standards relating to IT service delivery performance activities K1.2 what level of tolerance and contingency should apply to an IT service delivery performance projects K1.3 what project accounting treatment should apply to the expenditure K2 identify: K2.2 when and how to use external providers of IT service delivery performance metrics services K2.3 the implications of the IT service delivery performance metrics and the benefits associated with any particular programme on the wider business operations and/or business strategy K3 review the metrics required for any particular IT service delivery performance programme during its life K4 design and develop, for IT service delivery performance programmes: K4.1 standards, tolerances, contingency and authorities for use within any particular IT service delivery performance programme K4.2 strategy, policies, plans and standards relating to IT service delivery performance activities K4.3 strategy and policies to ensure the alignment of IT service delivery performance activities with all relevant legislation, regulations, external standards and internal governance principles and standards K5 design and develop the procedures, tools and techniques for IT service delivery programmes: K5.1 relating to performance metrics activities K5.2 to monitor the alignment of IT service delivery 4
5 service delivery performance metrics performance metrics activities with all relevant legislation, regulations and external standards, and internal governance principles and standards K6 agree K6.1 the final objectives/targets and benefits associated with any particular IT service delivery performance metrics programmes K6.2 the strategy, policies, plans, procedures, standards, methods, tools and techniques relating to IT service delivery performance metrics activities K7 authorise for any particular programme: K7.1 the most appropriate approach to IT service delivery performance metrics K7.2 the delegated authorities and K7.3 tolerances and contingency 5
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