C.03 Service Delivery
Generic description:
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.
Competence area: e-CF area C. Run
Proficiency levels:
e-CF level | Description | Profiles (CWA16458) |
---|---|---|
1 | Acts under guidance to record and track reliability data | Service desk agent |
2 | 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. | Technical specialist |
3 | 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. | ICT security specialist, Service manager |
Knowledge examples (Knows /aware of/ Familiar with:)
- K1 how to interpret ICT service delivery requirements
- K2 best practices and standards in ICT service delivery.
- K3 how to monitor service delivery
- K4 how to record service delivery actions and to identify failures
- K5 the best practices and standards in information security management
- K6 web, cloud and mobile technologies
Skill examples (Able to:)
- S1 apply the processes which comprise the organisations ICT service delivery strategy
- S2 fill in and complete documentation used in ICT service delivery
- S3 analyse service delivery provision and report outcomes to senior colleagues
- S4 plan and apply manpower workload / requirements for efficient and cost effective service provision
The backlinks below usually do not include the child and sibling items, nor the pages in the breadcrumbs.
- Application Documentation Enablers
- Application Mediation Enablers
- Application Workflow Enablers
- European e-Competence Framework
- ICT security specialist
- Infrastructure Data Source Enablers
- Infrastructure Discovery Enablers
- Infrastructure Financial Transaction Enablers
- Infrastructure Privacy Enablers
- Service desk agent
- Service manager
- Technical specialist
#tagcoding tags for goods, services and bads
10yfp
abaca
abrasive-materials-#cpc163
academic-tutor-#cpc9291
access
access-and-network-capacity
access-to-ict
access-to-internet
access-to-land
access-to-market-information
accidental-death-insurance-#cpc7132
accident-and-fire-insurance-#cpc7142
accommodation-#cpc632
accommodation-#cpc8552
accordions
accountable-institutions
accounting
accounting-#cpc822
accounting-methods-design-#cpc8311
accounts
accounts-examination
accumulators
accuracy-certification
achieve-income-growth
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acorns
acoustics-and-vibration-testing
acrylics
action-figures
activities-auxiliary-to-financial-service-#cpc715
actors-#cpc9631
actuarial-services-#cpc7163
acupuncture-#cpc9319
adaptation
adaptation-to-climate-change
adaptive
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additifs-for-cements
address-bar-coding
adequate-housing