Description Defines, improves and refines a formal strategy to satisfy customer expectations and improve business performance (balance between cost and risks). Identifies critical processes influencing service delivery and product performance for definition in the ICT quality management system. Uses defined … Vervolgd
Description Defines and makes applicable a formal organisational strategy, scope and culture to maintain safety and security of information from external and internal threats, i.e. digital forensic for corporate investigations or intrusion investigation. Provides the foundation for Information Security Management, … Vervolgd
Description Identifies and resolves the root cause of incidents. Takes a proactive approach to avoidance or identification of root cause of ICT problems. Deploys a knowledge system based on recurrence of common errors. Resolves or escalates incidents. Optimises system or … Vervolgd
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 … Vervolgd
Description Implements and guides the evolution of an ICT solution. Ensures efficient control and scheduling of software or hardware modifications to prevent multiple upgrades creating unpredictable outcomes. Minimises service disruption as a consequence of changes and adheres to defined service … Vervolgd
Description Responds to user requests and issues, recording relevant information. Assures resolution or escalates incidents and optimises system performance in accordance with predefined service level agreements (SLAs). Understands how to monitor solution outcome and resultant customer satisfaction. Levels Level … Vervolgd
Description Engineers software and/ or hardware components to meet solution requirements such as specifications, costs, quality, time, energy efficiency, information security and data protection. Follows a systematic methodology to analyse and build the required components and interfaces. Builds system structure … Vervolgd
Description Produces documents describing products, services, components or applications to establish compliance with relevant documentation requirements. Selects appropriate style and media for presentation materials. Creates templates for document-management systems. Ensures that functions and features are documented in an appropriate way. … Vervolgd
Description Following predefined general standards of practice carries out planned necessary interventions to implement solution, including installing, upgrading or decommissioning. Configures hardware, software or network to ensure interoperability of system components and debugs any resultant faults or incompatibilities. Engages additional … Vervolgd
Description Constructs and executes systematic test procedures for ICT systems or customer usability requirements to establish compliance with design specifications. Ensures that new or revised components or systems perform to expectation. Ensures meeting of internal, external, national and international standards; … Vervolgd