e-Competences Areas C. RUN

C.1. User Support

Level 1
Interacts with users, applies basic product knowledge to respond to user requests. Solves incidents, following prescribed procedures.

Level 2
Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problems and interrogates database for potential solutions. Escalates complex or unresolved incidents. Records and tracks issues from outset to conclusion.

Level 3
Manages the support process and is accountable for agreed SLA. Plans resource allocation to meet defined service level. Acts creatively, and applies continuous service improvement. Manages the support function budget.

C.2. Change Support

Level 2
During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to SLA and information security requirements.

Level 3
Ensures the integrity of the system by controlling the application of functional updates, software or hardware additions and maintenance activities. Complies with budget requirements.

C.3. Service Delivery

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
Plans the schedule of operational tasks. Manages costs and budget according to internal procedures and external constraints. Identifies the optimum number of people required to resource the operational management of the IS infrastructure.

C.4. Problem Management

Level 2
Identifies and classifies incident types and service interruptions. Records incidents cataloguing them by symptom and resolution.

Level 3
Exploits specialist knowledge and in-depth understanding of the ICT infrastructure and problem management process to identify failures and resolve with minimum outage. Makes sound decisions in emotionally charged environments on appropriate action required to minimise business impact. Rapidly identifies failing component, selects alternatives such as repair, replace or reconfigure.

Level 4
Provides leadership and is accountable for the entire problem management process. Schedules and ensures well trained human resources, tools, and diagnostic equipment are available to meet emergency incidents. Has depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime. Constructs escalation processes to ensure that appropriate resources can be applied to each incident.

C.5. Systems Management

Level 1
Performs basic systems operations.

Level 2
Systematically manages day by day operational needs across the IT system, avoiding service disruptions according to service and information security strategy.

Level 3
Optimizes technical and cloud environments. Evaluates performance of systems and the problems/questions of users. Responsible for timely replacement of resources within the permitted budget.