Transnational Skill Standards Infrastructure Engineer · basic IT service requests/incidents ESKITP7013 ESKITP7023 IT/technology Service Operations and Event Management Level 3 IT/Technology

TRANSNATIONAL SKILL STANDARDS FOR IT-ITeS INDUSTRY

Transnational Skill Standards

Infrastructure Engineer REFERENCE ID: TOS/SSC/Q0801


Mapping for Infrastructure Engineer (SSC/Q0801) with UK NOSs IT/Technology Service Operations and Event ManagementESKITP7013 and IT/Technology Service Help Desk and Incident Management ESKITP7023 Link to Indian Qualification Pack: http://www.sscnasscom.com/qualification-pack/SSC/Q0801

Links to UK Qualification: http://nos.ukces.org.uk/PublishedNos/ESKITP7013.pdf

http://nos.ukces.org.uk/PublishedNos/ESKITP7023.pdf

How to Read this Document This document has two sections - Section I and Section II.

Section I: Compares the NOS listing in the Indian QP -Infrastructure Engineer (SSC/Q0801) with UK NOSs IT/technology Service Operations and Event ManagementESKITP7013 Level 3 and IT/Technology Service Help Desk and Incident ManagementESKITP7023 Level 3

Section II: Compares the competencies described in each of the Indian NOS with those of UK.

The language of the compared competencies of the two countries differs. However, the competency pointers of the described competency can be mapped. Wherever the competency pointer maps it is reported as ‘None’ underthe column ‘Gap in Indian NOS’. Wherever the competency pointers do not map, it is identified as a gap and the corresponding UK competency is noted under the column ‘Gap in Indian NOS’.

Usage of Benchmarked Transnational StandardsThere will be two types of users of these benchmarked standards. One type will be of those individuals who are already trained and are certified on the corresponding Indian QP. This set of individuals will have to undergo a bridge course comprising of the identified gaps only. Thereafter, they will be assessed under the aegis of a UK Awarding body through the Indian SSC on the competency portions acquired via the bridge course. All qualifying individuals will be awarded a co-branded certificate comprising of logo of Skill India, Indian SSC and UK Awarding Body.

Those individuals who wish to be certified afresh will have to undergo training on both the Indian QP and the gaps in the Indian NOS with regard to UK competencies. Thereafter, they will be assessed under the aegis of a UK Awarding body through the Indian SSC and they will obtain a co-branded certificate comprising of logo of Skill India, Indian SSC and UK Awarding Body.

1


Section I:NOS Mapping of Infrastructure Engineer (SSC/Q0801) with IT/technology Service Operations and Event Management ESKITP7013 Level 3 and IT/Technology Service Help Desk and Incident Management ESKITP7023 Level 3

NOS Mapping: A Summary Indian NOS

Code Indian NOS UK NOS Code UK NOS Remarks, if any

SSC/N0101 Deal remotely with basic IT service requests/incidents

ESKITP7013

ESKITP7023

IT/technology Service Operations and Event Management Level 3

IT/Technology Service Help Desk and Incident Management Level 3

Three NOSs of QP (SSC/Q0801) are mapped to two UK NOSs.

SSC/N0202 Deal directly with IT service requests/incidents

SSC/N0305 Carry out installation/ configuration of infrastructure applications

SSC/ N9001 Manage your work to meet requirements

NA NA

SSC/ N9002 Work effectively with colleagues

NA NA

SSC/ N9003 Maintain a healthy, safe and secure working environment

NA NA

SSC/ N9004 Provide data/information in standard formats

NA NA

SSC/ N9005 Develop your knowledge, skills and competence

NA NA

2


Section II:Compares the competencies in Indian NOS with UK NOSs.

NOS Mapping Descriptions

Indian QP Title Infrastructure Engineer UK Qualification Not Specified

Indian QP Code SSC/Q0801 UK Qualification Code Not Specified

Indian NOS Title Deal remotely with basic IT service requests/incidents

UK NOS Title IT/technology Service Operations and Event Management

IT/Technology Service Help Desk and Incident Management

Indian NOS Code SSC/N0101 UK NOS Code ESKITP7013

ESKITP7023

Scope

This unit/task covers the following:

Service requests/incidents reported via:

• voice call

• e-mail

• internet

Customers:

• internal

• external

Problems about:

•networking/connectivity

• operating system

• software installation/configuration

• computer hardware

• account maintenance/access rights

• voice/telephone

Overview

ESKITP7013:

This sub-discipline is about the competencies required to manage and maintain the day to day operation of the software, hardware and network infrastructure used by the IT/technology systems, services and assets supporting an organisation. 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

3


Scope • video call

Appropriate people:

• colleagues at the IThelpdesk

• members of technicalteam

• subject matter expertsin your organization

• subject matter expertsoutside your organization

• line manager

Overview operating system software databasemanagementsoftware software tools storagemanagementsoftware middleware forconnectingapplications and othercomponents web services applications

Hardware infrastructure may include items such as:

processors storage devices mobile devices input and outputdevices any other items ofhardware required forthe provision ofIT/technology

systems, services and assets for an organization

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.

This sub-discipline requires not only an appreciation of the role and purpose of

4


Scope

Overview

individual software, hardware and network products and services, but also of how they must be operated according to the architectural principles, standards and protocols that govern how they work together. It also requires an understanding of the service levels required by the organisation in order to operate effectively. Service operations involve not only monitoring and control, carried out from consoles or an operations bridge, but also operational aspects of processes from other sub disciplines such as change management and availability management.

Event management involves responding to events/triggers in the most appropriate manner, be this an event that indicates normal occurrences that require routine action or ones that indicate an abnormal occurrence that may result in an incident.

ESKITP7023:

This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology

5


Scope

Overview

systems, services and assets, typically through a service desk/help desk function as ‘ the first point of contact’ supporting an organisation.

A service desk/help desk may be the initial point of contact for incidents and service requests. Those that cannot be resolved are assigned to other internal /external individuals and/or groups who can own and resolve them, but the progress tracking of these incidents and service requests is conducted from inception to fulfilment and/or closure by the service desk/help desk function

6


Competency Mapping

Performance Criteria - Indian NOS

Performance Criteria - UK NOS Gaps in Indian NOS

PC1. confirm to customers that you have received the service requests/incidents

7023: P8. Negotiate with customers on the provision of work-arounds and resolutions for incidents and service requests

None

PC2. express your concern for any difficulties caused and your commitment to resolve them

PC3. obtain sufficient information from customers to understand the nature of the problems and perform initial diagnosis

PC4. record and categorize service requests/incidents accurately using your organization’s incident management tool

7013:P1. Identify and document the procedures, tools and techniques relating to and required for service operations, as directed

None

PC5. support customers remotely to test potential solutions

NA NA

PC6. prioritize service requests/incidents according to organizational guidelines

7013: P5 Monitor adherence to and progress against operations schedules

None

PC7. provide customers with a justifiable estimate of resolution time, where an immediate solution cannot be found

7013: P2. Communicate with internal and external individuals and groups involved when issues arise in service operations, as directed

None

7023:P3. Track the progress of incidents and service requests, communicating as required with internal and external individuals and groups involved in their resolution and closure

7023:P8. Negotiate with customers on the provision of work-arounds and resolutions for incidents and service requests

PC8. refer problems to 7023:P2. Proactively escalate None

7




appropriate people, where the problems cannot be resolved by the helpdesk

incidents to appropriate people, based on knowledge and understanding of customer needs

PC9. obtain advice and guidance from appropriate people where problems are outside your area of competence

7023:P2. Proactively escalate incidents to appropriate people, based on knowledge and understanding of customer needs

None

PC10. 7023:P9. Assist with the identification of work-arounds, where appropriate

PC11. monitor problems to keep customers informed about progress and any delays in resolving problems

7013:P2. Communicate with internal and external individuals and groups involved when issues arise in service operations, as directed

None


PC12. obtain confirmation from customers that problems have been resolved

7023:P8. Negotiate with customers on the provision of work-arounds and resolutions for incidents and service requests

None

PC13. record the resolution of problems accurately using your organization’s incident management tool

7013: P8. Source information to support the reporting of performance of service operations against schedules, targets and/or metrics

None

PC14. 7013:P9. Provide metrics and management information produced by service operations to internal and external sponsors, stakeholders individuals and other bodies, as appropriate

PC15. comply with relevant standards, policies, procedures and guidelines when dealing

7023:P1. Follow the standards relating to the operation of incident management and

None

8




with basic IT service requests/incidents

service request activities

Knowledge & Understanding; Organisational Context

KA7. your organization’s policies, procedures and processes for dealing with basic IT service requests or incidents

7013:K2. Use and apply: 7013:K2.1. standards relating to service operations 7013:K2.2. the systems and service lifecycle as appropriate to service operations

KA8. 7013:K10. The fact that structured processes and procedures are essential to service operations and event management activities

KA9. your organization’s guidelines for categorizing and prioritizing service requests

7023:K4. Record and store:

7023:K4.1 the procedures, tools and techniques relating to incident management activities and their deliverables

7023:K4.2 who are the customers of the service desk/help desk

7023:K4.3 the level of service that applies to any service

7023:K4.4 the classification and priorities to be allocated to any incident or service request recorded by the service desk/help desk

KA10. methods and techniques used when working with customers

7023:K2. Verify the accuracy, currency, completeness and relevance of information provided to and by customers

KA11. 7023:K12. The fact that customers may report the symptoms of an incident but this may not be an accurate description of the incident itself

9




KA12. limits of your role and responsibilities in relation to IT service requests/incidents

7023: K1. Identify and select:

7023: K1.1. the procedures, tools and techniques to use for incident management and service request activities and their deliverables

7023: K1.2. who are the customers, what levels of service apply and whether or not any incident or service request is within the remit or catalogue/portfolio of the service desk/help desk

7023: K1.3. when, how and where to escalate any incident or service request to superiors

7023: K1.4. when to inform appropriate people about any incidents or service requests recorded by the service desk/help desk

7023: K1.5. what information needs to be gathered in support of any particular incident or service request to support its resolution/fulfilment/closure

None

KA13. who to refer problems to when they cannot be resolved by the IT helpdesk

KA14. your organization’s tools and processes for incident management and customer support, and how to use them

KA15. the importance of keeping customers informed about timescales for progress

7023:K6. Communicate and liaise with internal and external individuals and groups involved

None

10




and resolution of service requests/incidents

in the escalation of incidents and service requests and/or the provision of work-arounds

KB1. relevant standards, policies, compliance requirements, procedures and guidelines that apply when dealing with basic IT service requests/incidents

7023:K3. Use and apply: 7023:K3.1. standards relating to the operation of incident management and service request activities 7023:K3.2. the service and systems lifecycle as appropriate to service desk/help desk activities 7023:K3.3. information relating to customers and their needs 7023:K3.4. appropriate expertise from internal and external sources to advise and guide on the resolution of incidents and service requests

KB2. relevant product reference guides or support materials to help resolve problems

7023:K16. Record and store information relating to the resolution of incidents and service requests, so that it may be reused for continuous improvement

KB3. common problems in your area of work and how to resolve these, including:

a. account maintenance/access problems b. networking/connectivity problems c. hardware problems d. operating system problems e. voice, telephone or video-related problems f. software installation/configuration problemsg. database problems

7023:K8. What: 7023:K8.1 is the relationship between the service desk/help desk and any systems, services, and assets supporting an organisation 7023:K8.2 is the range of IT/technology elements, such as hardware, software, networking that constitute any service supported by the service desk/help desk 7023:K10. What are the: 7023:K10.1. different types of service desks/help desks that can be offered and the skills, knowledge and expertise

11




required to operate them 7023:K10.4. range of problems and opportunities raised by customers which incident management and service request activities may be required to address

KB4. technologies relating to your area of work, including: a. hardware devices (e.g. laptops, desktops, Blackberries, routers, switches, LAN cables, RAM, mother board, server, RAID, blade server, storage media, printers, other peripherals and drivers) b. operating systems (e.g. Windows, UNIX, Macintosh) c. networks (e.g. LAN, WAN, VPN, IP, wireless, network devices) d. messaging (e.g. Outlook, Windows Mobile, Blackberry, Lotus Notes) e. servers (e.g. Windows Server and Active Directory, VMware, Citrix) f. remote troubleshooting tools (e.g. PC Anywhere, DameWare, WebEx, Live Meeting, Radmin) g. PC lifecycle management tools (e.g. SMS, SCOM, Marimba, Altris) h. productivity tools (e.g. MS Office) i. IT service management tools

12


Section II continued:Compares the competencies in Indian NOS Deal directly with IT service requests/incidents (SSC/N0202) with the UK NOSs.




Indian NOS Title Deal directly with IT service requests/incidents

UK Unit Title IT/technology Service Operations and Event Management



ESKITP7023

Scope


Customers:

• internal

• external

Incidents may involve:

• servers

• storage

• network

• databases

• applications

• security

• batch jobs

Service requests may include:

• access management

Overview

ESKITP7013:

This sub-discipline is about the competencies required to manage and maintain the day to day operation of the software, hardware and network infrastructure used by the IT/technology systems, services and assets supporting an organisation. IT/technology software, hardware and network infrastructure may exist both within a single organisation and also be shared/span across multiple organisations.

13


Scope

• application installation

• peripheral installation

• anti-virus installation

• security hardening

Appropriate people:

• line manager

• colleagues

• subject matter experts

Overview


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 applications


processors storage devices mobile devices input and output devices any other items of hardware required for the provision of IT/technology


Network infrastructure includes all of the components necessary for any type of network, whether hard wired or wireless, which support the

14


Scope

Overview

provision of IT/technology systems, services and assets for an organisation.

This sub-discipline requires not only an appreciation of the role and purpose of individual software, hardware and network products and services, but also of how they must be operated according to the architectural principles, standards and protocols that govern how they work together. It also requires an understanding of the service levels required by the organisation in order to operate effectively. Service operations involve not only monitoring and control, carried out from consoles or an operations bridge, but also operational aspects of processes from other sub disciplines such as change management and availability management.

Event management involves responding to events/triggers in the most appropriate manner, be this an

15


Scope

Overview

event that indicates normal occurrences that require routine action or ones that indicate an abnormal occurrence that may result in an incident.

ESKITP7023:

This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology systems, services and assets, typically through a service desk/help desk function as ‘ the first point of contact’ supporting an organisation.

A service desk/help desk may be the initial point of contact for incidents and service requests. Those that cannot be resolved are assigned to other internal /external individuals and/or groups who can own and resolve them, but the progress tracking of these incidents and service requests is conducted from inception to fulfilment and/or closure by the service desk/help desk function

16


Competency Mapping:



PC1. monitor systems to identify promptly automated alerts and customer service requests

7023:P4. Assist with the operational management of the service desk/help desk, including staffing, skilling, monitoring performance and compliance with procedures

None

PC2. validate automated alerts to ensure they are genuine incidents

NA NA

PC3. record and acknowledge service requests/incidents using your organization’s tools and procedures

7023:P5. Monitor calls/contacts made to the service desk/help desk and the time taken to respond to them by other individuals

Interpretation and Analysis of Operational Scheduling, Operational Performance and Metrics.

7023:P6. Interpret and report information about the operational performance of the service desk/help desk in response to customer needs and against metrics

PC4. obtain sufficient information from customers to accurately identify the nature of service requests

7023:P1. Follow the standards relating to the operation of incident management and service request activities

None

PC5. analyze automated alerts to accurately identify the nature of incidents

7013:P7. Document information relating to the resolution of issues experienced during service operations activities, for reuse to inform future activities

None

PC6. access your organization’s knowledge base to identify solutions/workarounds for service requests/incidents

7023:P9. Assist with the identification of work-arounds, where appropriate

None

PC7. evaluate the suitability of solutions/workarounds,

7013:P10. Assist others in monitoring the quality and effectiveness of service

None

17




where available operations

7023:P7. Develop suitable work-arounds and resolutions for incidents and service requests, where appropriate

PC8. use your organization’s guidelines and standard scripts to resolve service requests/incidents within your level of competence and authority

7013:P11 Apply appropriate expertise from internal and external sources to advise and guide on issues arising from failure to follow the service operations schedules

None

7023:P1. Follow the standards relating to the operation of incident

PC9. refer service requests/incidents outside your level of competence and authority to appropriate people

7013:P12. Report any issues arising from monitoring the progress and completion of service operations schedules, including necessary restarts, to relevant people

None


PC10. obtain help or advice from appropriate people, where necessary

7013:P3. Assist others in identifying when tasks within the operations schedule need to be rescheduled

None

7013:P4. Assist others in the rescheduling of service operations activities as necessary to complete schedules

PC11. obtain confirmation from customers that service requests/incidents have been resolved


None

18




PC12. record the resolution of service requests/incidents accurately using your organization’s tools and procedures

7013:P6. Gather information from tracking the progress of operational schedules

Interpretation and Analysis of Operational Scheduling, Operational Performance and Metrics. 7023:P6. Interpret and report

information about the operational performance of the service desk/help desk in response to customer needs and against metrics

PC13. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when dealing directly with IT service requests/incidents.

7023:P1. Follow the standards relating to the operation of incident management and service request activities

None

7023:P6. Interpret and report information about the operational performance of the service desk/help desk in response to customer needs and against metrics

Knowledge & Understanding: Organisational Context

Knowledge & Understanding

KA1. your organization’s policies, procedures, guidelines, service level agreements (SLAs) and coding standards for dealing with IT service requests or incidents

7013:K2. Use and apply: 7013:K2.1. standards relating to service operations 7013:K2.2. the systems and service lifecycle as appropriate to service operations

None

7013:K10. The fact that structured processes and procedures are essential to service operations and event management activities

KA2. different IT applications and the environments in which they are used the importance of using specific client agreements, SLAs and management plans

7023:K4. Record and store: 7023:K4.1. the procedures, tools and techniques relating to incident management activities and their deliverables 7023:K4.2. who are the customers of the service desk/help desk 7023:K4.3. the level of service that applies to any service 7023:K4.4. the classification

None

19




and priorities to be allocated to any incident or service request recorded by the service desk/help desk

KA3. methods and techniques, including types of questioning, used when working with customers

7023:K2 Verify the accuracy, currency, completeness and relevance of information provided to and by customers

None

7023:K12 The fact that customers may report the symptoms of an incident but this may not be an accurate description of the incident itself

KA4. the limits of your role and responsibilities in relation to IT service requests/incidents

7023:K3 Use and apply: 7023:K3.1 standards relating to the operation of incident management and service request activities 7023:K3.2 the service and systems lifecycle as appropriate to service desk/help desk activities 7023:K3.3 information relating to customers and their needs 7023:K3.4 appropriate expertise from internal and external sources to advise and guide on the resolution of incidents and service requests

None

KA5. who to refer problems to when they are outside the limit of your authority

7023:K1 Identify and select: 7023:K1.1 the procedures, tools and techniques to use for incident management and service request activities and their deliverables 7023:K1.2 who are the customers, what levels of service apply and whether or not any incident or service request is within the remit or catalogue/portfolio of the service desk/help desk 7023:K1.3 when, how and

None

20




where to escalate any incident or service request to superiors K1.4 when to inform appropriate people about any incidents or service requests recorded by the service desk/help desk

KA6. your organization’s tools, templates and processes for recording and monitoring service requests and incidents and how to use these

7013:K23. Analyse and interpret information relating to the completion of service operations schedules in order to inform future actions

None

7023:K24. The importance of: 7023:K24.1 the service lifecycle and the service catalogue and/or portfolio as they relate to incident management and service access request activities and their relevance 7023:K24.2 of using metrics to measure the performance and gaining feedback from individuals and customers of the service desk/help desk 7023:K24.3 ensuring that correct documentation is developed and maintained for all contacts/calls to the service desk/help desk

KA7. your organization’s guidelines and standard scripts for resolving service requests/incidents and how to use these

7023:K19. Take action and measures to track the progress of incidents and service requests raised by customers

None

KA8. your organization’s knowledge base and how to use and update this

7013:K3. Record and store: 7013:K3.1. the procedures, tools and techniques relating to service operations 7013:K3.2. the actions required for any service operations task 7013:K3.3. information relating to the resolution of issues

None

21




experienced during service operations activities, so that it may be reused 7023:K24. The importance of: 7023:K24.1. the service lifecycle and the service catalogue and/or portfolio as they relate to incident management and service access request activities and their relevance 7023:K24.2. of using metrics to measure the performance and gaining feedback from individuals and customers of the service desk/help desk 7023:K24.3. ensuring that correct documentation is developed and maintained for all contacts/calls to the service desk/help desk

Technical Knowledge

KB1. how to access, monitor and validate automated alerts and customer service requests

7023:K2. Verify the accuracy, currency, completeness and relevance of information provided to and by customers

None

KB2. types of requests or incidents that may occur in your area of work and how to resolve them, such as

a. account maintenance/access problems

b. networking/connectivity problems

c. hardware problems

d. operating system (Windows, UNIX) problems

e. voice, telephone or video-

7023:K8. What: 7023:K8.1. is the relationship between the service desk/help desk and any systems, services, and assets supporting an organisation 7023:K8.2. is the range of IT/technology elements, such as hardware, software, networking that constitute any service supported by the service desk/help desk 7023:K10. What are the: 7023:K10.1. different types of service desks/help desks that

None

22




related problems

f. software installation/configuration problems

g. database problems

can be offered and the skills, knowledge and expertise required to operate them 7023:K10.4. range of problems and opportunities raised by customers which incident management and service request activities may be required to address

KB3. technologies relating to your area of work, including: a. hardware devices (e.g. laptops, desktops, Blackberries, routers, switches, LAN cables, RAM, mother board, server, RAID, blade server, storage media, printers, other peripherals and drivers) b. operating systems (e.g. Windows, UNIX, Macintosh) c. networks (e.g. LAN, WAN, VPN, IP, wireless, network devices) d. messaging (e.g. Outlook, Windows Mobile, Blackberry, Lotus Notes) e. server (e.g. Windows Server and Active Directory, VMware, Citrix) f. remote troubleshooting tools (e.g. PC Anywhere, DameWare, WebEx, Live Meeting, Radmin) g. PC lifecycle management tools (e.g. SMS, SCOM, Marimba, Altris) h. productivity tools (e.g. MS Office) i. IT service management tools

KB4. methods and techniques used to identify and evaluate workarounds or new

7023:K29. Develop work-arounds for incidents and service requests, where appropriate

None

23




solutions

KB5. policies and compliance requirements that apply to IT service requests and incidents

7023:K3. Use and apply: 7023:K3.1. standards relating to the operation of incident management and service request activities 7023:K3.2. the service and systems lifecycle as appropriate to service desk/help desk activities 7023:K3.3. information relating to customers and their needs 7023:K3.4. appropriate expertise from internal and external sources to advise and guide on the resolution of incidents and service requests

None

24


Section II continued: Compares the competencies in Indian NOS carry outinstallation/configuration of infrastructure applications (SSC/N0305)with the UK NOSs




Indian NOS Title Carry out installation/configuration of infrastructure applications

UK Unit Title IT/technology Service Operations and Event Management



ESKITP7023

Scope


Service requests received via:

• telephone

• e-mail

• IT systems

• face-to-face

Installation/configuration includes:

• hardware

• printers/peripherals

• software

• anti-virus

• access management

• security hardening

Overview

ESKITP7013:

This sub-discipline is about the competencies required to manage and maintain the day to day operation of the software, hardware and network infrastructure used by the IT/technology systems, services and assets supporting an organisation. IT/technology software, hardware and network infrastructure may exist both within a single organisation and also be shared/span across

25


Scope

Customers:

• internal

• external

Appropriate people:

• line manager

• colleagues

• subject matter experts

Overview

multiple organisations.


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 applications


processors storage devices mobile devices input and output devices any other items of hardware required for the provision of IT/technology


Network infrastructure includes all of the components necessary for any type

26


Scope

Overview

of network, whether hard wired or wireless, which support the provision of IT/technology systems, services and assets for an organisation.

This sub-discipline requires not only an appreciation of the role and purpose of individual software, hardware and network products and services, but also of how they must be operated according to the architectural principles, standards and protocols that govern how they work together. It also requires an understanding of the service levels required by the organisation in order to operate effectively. Service operations involve not only monitoring and control, carried out from consoles or an operations bridge, but also operational aspects of processes from other sub disciplines such as change management and availability management.

Event management

27


Scope

Overview

involves responding to events/triggers in the most appropriate manner, be this an event that indicates normal occurrences that require routine action or ones that indicate an abnormal occurrence that may result in an incident.

ESKITP7023:

This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology systems, services and assets, typically through a service desk/help desk function as ‘ the first point of contact’ supporting an organisation.

A service desk/help desk may be the initial point of contact for incidents and service requests. Those that cannot be resolved are assigned to other internal /external individuals and/or groups who can own and resolve them, but the progress tracking of these incidents and service requests is

28


Scope

Overview conducted from inception to fulfilment and/or closure by the service desk/help desk function

Competency Mapping:



PC1. record and acknowledge service requests for installation/ configuration of basic applications using your organization’s tools and procedures

7023:P4. Assist with the operational management of the service desk/help desk, including staffing, skilling, monitoring performance and compliance with procedures

None

PC2. obtain sufficient information from customers to accurately identify the nature of service requests

7023:P1 Follow the standards relating to the operation of incident management and service request activities

None

PC3. access your organization’s knowledge base to identify procedures/guidelines/ checklists for installation/configuration of basic applications

PC4. use your organization’s procedures/guidelines/checklists to install/configure applications within your level of competence and authority

PC5. refer service requests for installation/configuration outside your level of competence and authority to appropriate people


None

PC6. obtain help or advice NA NA

29




from appropriate people, where necessary

PC7. obtain confirmation from customers that service requests have been fulfilled to their satisfaction


None

PC8. record the completion of service requests accurately using your organization’s tools and procedures


None

PC9. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when carrying out basic application installation/ configuration


None

Knowledge & Understanding: Organisational Context

Knowledge & Understanding

KA1. your organization’s policies, procedures, guidelines and service level agreements (SLAs) for carrying out installation/configuration of applications

7013:K2 Use and apply: 7013:K2.1 standards relating to service operations 7013:K2.2 the systems and service lifecycle as appropriate to service operations

None

KA2. typical information required to allow you to identify the nature of service requests

7013:K20 The need for monitoring of the alignment of service operations and event management activities and their deliverables with service targets and service levels

None

30




KA3. methods and techniques used to deal with service requests

7023:K1. Identify and select: 7023:K1.1. the procedures, tools and techniques to use for incident management and service request activities and their deliverables 7023:K1.2. who are the customers, what levels of service apply and whether or not any incident or service request is within the remit or catalogue/portfolio of the service desk/help desk 7023:K1.3. when, how and where to escalate any incident or service request to superiors 7023:K1.4. when to inform appropriate people about any incidents or service requests recorded by the service desk/help desk 7023:K1.5. what information needs to be gathered in support of any particular incident or service request to support its resolution/fulfilment/closure

None

KA4. the range of methods and techniques, including types of questioning, used when dealing with customers

7023:K13. The importance of: 7023:K13.1 applying a range of interpersonal skills to ensure effective communication in incident and service request activities 7023:K13.2 making a timely assessment of any incoming incident and/or request in order to assess severity, priority and how it should be classified and assigned 7023:K13.3 the service desk/help desk supporting and reflecting the ethics, culture, values and brand of an

None

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organisation 7023:K13.4 the service and systems lifecycle and its impact on incident and service access request activities 7023:K13.5 ensuring confidentiality, integrity and security during incident management and service request activities and that sensitive business information is not disclosed inappropriately

KA5. the limits of your role and responsibilities in relation to installation/ configuration of applications

7023:K6 Communicate and liaise with internal and external individuals and groups involved in the escalation of incidents and service requests and/or the provision of work-arounds

None

KA6. who to refer problems to when they are outside the limit of your authority

KA7. your organization’s tools, templates and processes for recording service requests, including completed requests, and how to use these

7023:K13. The importance of: 7023:K13.1 applying a range of interpersonal skills to ensure effective communication in incident and service request activities 7023:K13.2 making a timely assessment of any incoming incident and/or request in order to assess severity, priority and how it should be classified and assigned 7023:K13.3 the service desk/help desk supporting and reflecting the ethics, culture, values and brand of an organisation 7023:K13.4 the service and systems lifecycle and its impact on incident and service access request activities 7023:K13.5 ensuring

None

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confidentiality, integrity and security during incident management and service request activities and that sensitive business information is not disclosed inappropriately

KA8. your organization’s knowledge base and how to access, use and update this

7023:K24 The importance of: 7023:K24.1. the service lifecycle and the service catalogue and/or portfolio as they relate to incident management and service access request activities and their relevance 7023:K24.2. of using metrics to measure the performance and gaining feedback from individuals and customers of the service desk/help desk 7023:K24.3. ensuring that correct documentation is developed and maintained for all contacts/calls to the service desk/help desk

None

Technical Knowledge

KB1. different types of service requests that may occur and how to deal with these

7013:K9. What are the: 7013:K9.1. different ways of organising service operations and the skills, knowledge and expertise required for them 7013:K9.2. range of tasks that service operations may be required to address

None

KB2. methods and tools used for carrying out installation/configuration of applications

7023:K1. Identify and select: 7023:K1.1. the procedures, tools and techniques to use for incident management and service request activities and their deliverables 7023:K1.2. who are the customers, what levels of service apply and whether or not any incident or service

None

33




request is within the remit or catalogue/portfolio of the service desk/help desk 7023:K1.3. when, how and where to escalate any incident or service request to superiors 7023:K1.4. when to inform appropriate people about any incidents or service requests recorded by the service desk/help desk 7023:K1.5. what information needs to be gathered in support of any particular incident or service request to support its resolution/fulfilment/closure

KB3. how to install/configure the range of applications used by your organization

7023:K8. What: 7023:K8.1. is the relationship between the service desk/help desk and any systems, services, and assets supporting an organisation 7023:K8.2. is the range of IT/technology elements, such as hardware, software, networking that constitute any service supported by the service desk/help desk

None

KB4. technologies relating to your area of work, including:

• hardware devices (e.g. laptops, desktops, Blackberries)

• operating systems (e.g. Windows, UNIX, Macintosh)

• servers (e.g. Windows Server and Active Directory, VMware, Citrix)

7013: K6. What is the range of hardware, software and networking elements that constitute any it/technology service that must be provided

None

*General Note: NOSs SSC/N9001 to SSC/N9005 are related to employability skills. In UK, such generic competencies are covered through apprenticeship.

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Transnational Skill Standards Infrastructure Engineer · basic IT service requests/incidents ESKITP7013 ESKITP7023 IT/technology Service Operations and Event Management Level 3 IT/Technology

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