ESKITP7052 IT/Technology Management and Support Level 2 Role

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1 Overview This sub-discipline is about the competencies required to ensure that the infrastructure required to support the delivery of IT/technology systems, services and assets for an organisation remain available, appropriate to business needs and performs according to defined service levels. IT/technology software, hardware and network infrastructure may exist both within a single organisation and also be shared/span across multiple organisations. Software may include items such as: systems management software such as operating system software database management software software tools storage management software middleware for connecting applications and other components web services Hardware infrastructure may include items such as: processors storage devices mobile devices input and output devices any other items of hardware required for the provision of IT/technology systems, services and assets for an organisation Network infrastructure includes all of the components necessary for any type of network, whether hard wired or wireless, which support the provision of IT/technology systems, services and assets for an organisation. The support of business applications are excluded from technical support and are covered in a separate unit as are the architecture, design and development of technical infrastructure and services. Note: For each role it is necessary to subsume the knowledge and understanding statements from the role immediately below. ESKITP7052 1

2 Performance criteria Carry out technical support under supervision You must be able to: P1 P2 P3 P4 P5 P6 P7 P8 P9 Correctly select the procedures, tools and techniques to use for technical support and their deliverables, under supervision Comply with any relevant legislation, regulations and external standards relating to technical and their deliverables in own area of accountability Comply with change control mechanisms that apply to technical support, under supervision Undertake efficient and timely routine maintenance on technical infrastructure and services to ensure their ongoing performance and availability, in line with procedures, documenting action taken and reporting issues arising to relevant people Respond promptly to incoming incidents, problems, change requests and other events relating to technical infrastructure and services, in line with their identified priority, as directed by others Estimate accurately own effort, and the complexity, risk and elapsed time associated with changes and repairs to and/or replacements of technical infrastructure and services in response to incidents, problems, change requests and other events, under supervision Implement changes and releases to technical infrastructure and services into pre production environments ready for their validation and release into the production environment, where appropriate, under supervision Implement infrastructure repairs and refreshes, where appropriate and approved, under supervision Identify and use appropriate contacts/escalation paths with external providers of support for technical infrastructure and services, where appropriate You must be able to: Monitor, document and provide effective communications when carrying out technical support, under supervision P10 Accurately and comprehensively document the results of testing that has taken place on changes and repairs to or replacements of technical infrastructure and services, in line with procedures and standards P11 Communicate effectively, courteously and timely with all external individuals and groups who provide technical support in response to incidents, problems, change requests and other events, under supervision P12 Communicate effectively, courteously and timely with internal and external individuals and groups on the progress of changes and repairs to and replacements of technical infrastructure ESKITP7052 2

3 Knowledge and understanding Carry out technical support under supervision You need to know and understand: K1 Identify and select: K1.1 the procedures, tools and techniques to use for technical support and their deliverables K1.2 which technical infrastructure and services are supported internally and which can only be supported by external providers K1.3 which incoming incidents, problems, change requests and other events need immediate/emergency response K1.4 which fixes and patches to technical infrastructure and services will resolve incoming incidents, problems, change requests and other events K1.5 what personal effort, complexity, risk and elapsed time may be involved in providing technical support to technical infrastructure and services required in response to incidents, problems, change requests and other events K1.6 routine preventative maintenance is required to ensure the ongoing performance and effectiveness of technical infrastructure and services K1.7 when alternatives to the repair of infrastructure should/must be considered and when technical infrastructure and services may be beyond economic repair K1.8 what information needs to be gathered and/or referenced in order to assess incoming incidents, problems, change requests and other events for technical infrastructure and services K1.9 who are the external providers of technical support used by the organisation K1.10 when to propose replacement and decommissioning of technical infrastructure and services that is faulty K1.11 lessons learned from previous technical support and experiences K2 Use and apply: K2.1 the procedures, tools and techniques that apply to technical support and their deliverables K2.2 all relevant information including the architecture, design and configuration of technical infrastructure and services during technical support K2.3 information about incoming incidents, problems, change requests and other events relating to technical infrastructure and services, from a range of internal and external sources in order to ascertain what course of action is required K2.4 information from external sources about resolutions and fixes that are included in future releases of technical infrastructure and services ESKITP7052 3

4 K2.5 lessons learned from previous technical support K2.6 appropriate sources of expertise, in particular relating to technical infrastructure and services, from internal and external sources K2.7 appropriate contacts/escalation paths with external providers of support for technical infrastructure and services, where appropriate K3 Operate with reference to: K3.1 organisational standards relating to technical support and their deliverables K3.2 the severity and priority of incoming incidents and problems requiring technical support K3.3 infrastructure architecture, designs, configurations and standards K3.4 professional and ethical standards in technical support K4 Operate with integrity and confidentiality during technical support K5 Comply with all relevant: K5.1 and applicable legislation and regulations relating to technical support K5.2 change control mechanisms during technical support K5.3 business case and benefits realisation policies, procedures, tools and techniques during technical support K6 Implement and maintain: K6.1 changes and releases to technical infrastructure and services into pre production environments ready for their validation and release into the production environment, where appropriate K6.2 infrastructure repairs and refreshes, where appropriate and approved K7 Take action and measures to: K7.1 undertake routine maintenance on technical infrastructure and services to ensure their ongoing performance and availability K7.2 decommission and replace technical infrastructure and services, where appropriate K7.3 respond to incoming incidents, problems, change requests and other events relating to technical infrastructure and services promptly K7.4 estimate accurately own effort, and the complexity, risk and elapsed time associated with changes and repairs to and/or replacements of technical infrastructure and services in response to incidents, problems, change requests and other events K8 The role of technical support in supporting business operations and IT/technology service strategy and in service delivery/operations K9 What is meant by: K9.1 technical support K9.2 a patch K9.3 a release K9.4 an infrastructure refresh programme K10 What: ESKITP7052 4

5 K10.1 preventative maintenance needs to be carried out K10.2 is the relevance of service levels in relation to technical support K10.3 is the relationship between technical support, the service lifecycle and the service catalogue and/or portfolio K10.4 information might need to be referenced and used during technical support K11 What are the: K11.1 types of undertaken by technical support and the related procedures, tools and techniques K11.2 inputs to, and required outputs, from technical support K11.3 differing procedures that may apply to the technical support of technical infrastructure and services maintained in secure operational premises as opposed to that which exists in user/customer areas K11.4 implications of technology products/services and/or equipment provided by external service providers/hosts on technical support K11.5 implications of service levels in relation to technical support K11.6 potential implications of technical support and their deliverables being incorrect, incomplete, inadequate and/or inappropriate K11.7 standards that apply to infrastructure supporting an organisation K11.8 business processes, functions and that may be impacted by an incident, problem change request or other event associated with technical infrastructure and services K11.9 business implications of specific technical infrastructure and services not being available/accessible to support business functions K11.10 factors to consider when assessing the repair or replacement of infrastructure K12 The fact that external providers: K12.1 of technical infrastructure and services exist K12.2 may host infrastructure and services or provide outsourcing capabilities whilst others purely supply and/or support products/services and/or equipment K12.3 external providers may be required to assist with technical support K13 The fact that: K13.1 technical support can be carried out remotely K13.2 technical support rely heavily on information gathered in incident, problem and event management and/or change requests K13.3 preventative maintenance may need to be carried out on infrastructure K13.4 differing procedures may apply to the technical support of technical infrastructure and services maintained in secure operational premises as opposed to that which exists in user/customer areas ESKITP7052 5

6 K13.5 some organisations choose to use external technical infrastructure and services, and/or equipment either wholly or partially whilst others choose to manage them internally K13.6 technical support may occur as a result of problems occurring with existing technical infrastructure and services or may be the result of changes made K13.7 organisations rely on technical infrastructure and services being available and accessible for their business operations K13.8 incidents, problems and issues associated with infrastructure may result in repair or replacement of products/services and/or equipment K13.9 severe incidents, problems and issues associated with technical infrastructure and services may require the development or use of emergency solutions/alternatives while low(er) priority problems and issues are often resolved through routine refresh and replacement K13.10 as infrastructure ages, the cost and complexity of repairing faults with it may be prohibitive and the purchase of replacement infrastructure may be a more effective or the only viable approach to restoring service K14 Why some changes to technical infrastructure and services need to be managed as emergency changes while why low(er) priority problems and issues can be deferred until routine refresh and replacement K15 Who: K15.1 are the customers of technical support K15.2 needs to be contacted externally to provide technical support K15.3 needs to authorise actions proposed and taken during technical support K15.4 may be impacted by any particular incident, problem, change or other event that arises with any technical infrastructure and services K16 The importance of: K16.1 referencing the service catalogue and/or portfolio and service level information during technical support K16.2 referencing technical standards for technical infrastructure and services during technical support K16.3 undertaking preventative maintenance on IT/technology infrastructure K16.4 making a timely and accurate assessment of the cost and complexity of repairing infrastructure compared with alternative approaches K17 The procedures, tools and techniques that can be used to conduct technical support in a range of business and organisational contexts and to perform preventative maintenance K18 How to comply with standards and service levels that apply to technical support K19 How effective technical support activity can improve the levels of customer satisfaction with it/technology ESKITP7052 6

7 You need to know and understand: Monitor, document and provide effective communications when carrying out technical support, under supervision K20 Source, gather and collate: K20.1 all relevant information associated with any technical infrastructure and services that require support K20.2 information about the architecture, design and configuration associated with any technical infrastructure and services during technical support K20.3 information relating to incoming incidents, problems, change requests and other events associated with any technical infrastructure and services K20.4 information from internal and external sources about known errors associated with any technical infrastructure and services K20.5 information from external sources about resolutions and fixes that are to be included in future technical infrastructure and services releases and/or equipment refresh programmes K20.6 information from a range of sources in order to develop fixes, patches, changes and repairs to technical infrastructure and services K20.7 information in order to estimate the effort, cost, complexity, risk and elapsed time for any infrastructure decommissioning/replacement option(s) K21 Record and store: K21.1 all relevant information about incoming incidents, problems, change requests and other events relating to technical infrastructure and services K21.2 any information from external sources about known errors with technical infrastructure and services K21.3 routine action taken to ensure the ongoing performance and effectiveness of technical infrastructure and services K21.4 the results of testing that has taken place on changes and repairs to or replacements of technical infrastructure and services K21.5 all relevant information about changed or replacement technical infrastructure and services for use in change, release, configuration management and/or asset management K22 Monitor: K22.1 the progress of changes and repairs to and/or replacement of technical infrastructure and services provided by external providers K22.2 the responsiveness of external providers of technical support to incidents, problems, changes and other events K23 Report any issues associated with the provision of technical support from external providers K24 Analyse and interpret all relevant information about: ESKITP7052 7

8 K24.1 technical infrastructure and services requiring support K24.2 incoming incidents, problems, change requests and other events relating to technical infrastructure and services K25 Provide: K25.1 updated information on the progress of changes and repairs to, and replacements of, technical infrastructure and services, in response to incidents, problems, change requests and other events to a range of individuals and groups K25.2 all relevant information about changed or replacement technical infrastructure and services for use in change, release, configuration management and/or asset management K26 Communicate and liaise with: K26.1 external individuals and groups who provide technical support in response to incidents, problems, change requests and other events K26.2 internal and external individuals and groups on the progress of changes and repairs to and replacements of technical infrastructure and services, in response to incidents, problems, change requests and other events K27 Advise and guide others on the appropriateness of repairing existing infrastructure K28 What are the contact methods used with external providers of technical support K29 The importance of: K29.1 communicating effectively with external providers of technical support K29.2 documenting changes, repairs and replacements made to technical infrastructure and services, in order to resolve incidents and problems or respond to change requests and other events K29.3 effective communication with a range of customers and other individuals during technical support K29.4 documenting known errors with any technical infrastructure and services so that this may be referenced by others until it is resolved/fixed K30 How to make contact with external providers of technical support ESKITP7052 8

9 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 7052 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Service level ESKITP7052 9

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