C.3 competentie

C.3. Service Delivery

geplaatst in: Bedrijven, e-CF competenties, e-CF functies | 0

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.

 

Levels

Level 1

Acts under guidance to record and track reliability data.

 

Level 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.

 

Level 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.

 

Knowledge

How to interpret ICT service delivery requirements

Best practices and standards in ICT service delivery

How to monitor service delivery

How to record service delivery actions and able to identify failures

The best practices and standards in information security management

Web, cloud and mobile technologies

 

Skills

Apply the processes which comprise the organisation’s ICT service delivery strategy

Fill in and complete documentation used in ICT service delivery

Analyse service delivery provision and report outcomes to senior colleagues

Plan and apply manpower workload / requirements for efficient and cost effective service provision

 

Functies met C.3. Service Delivery competentie

Service Desk Agent

Technical Specialist

ICT Security Specialist

Service Manager