ITIL Service Desk Function

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

Level 1 Follow

Receives and handles requests for support following agreed procedures. Promptly allocates calls as appropriate. Maintains relevant records.

Level 2 Assist

Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

Level 3 Apply

Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

Level 4 Enable

Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.

Level 5 Ensure, Advise

Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.

ITIL Knowledge Management

The provision of advice and recommendations, based on expertise and experience, to address client needs. May deal with one specific aspect of IT and the business, or can be wide ranging and address strategic business issues. May also include support for the implementation of any agreed solutions.

Level 5 Ensure, Advise

Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution. Identifies, evaluates and recommends options, implementing if required. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements. Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited.

Level 6 Initiate, Influence

Manages provision of consultancy services, and/or management of a team of consultants. In own areas of expertise, provides advice and guidance to consultants and/or the client through involvement in the delivery of consultancy services. Engages with clients and maintains client relationships. Establishes agreements/contracts and manages completion and disengagement.

Level 7 Set Strategy, Inspire, Mobilize

Takes responsibility for a significant consultancy practice, including practice development, proposals/sales to internal or external clients, account management and managing the delivery of consultancy services over a wide range of IT, and IT-related topics.

ITIL Change Evaluation

The establishment, clarification and communication of the user's perceptions and responses that result from the use and/or anticipated use of a product, system or service. The analysis of user experience, the characteristics of users and their tasks, and the technical, organizational and physical environment in which products or systems will operate.

Level 2 Assist

Applies tools and methods to identify the user experience, users characteristics and tasks, and the technical, organizational and physical environment in which the product or system will operate.

Level 3 Apply

Selects and uses tools and methods to establish, clarify and communicate the user experience, users' characteristics and tasks, and identifies the technical, organizational and physical environment in which complex products or systems will operate.

Level 4 Enable

Advises on tools and methods to be used and clarifies and communicates the user experience, users' characteristics and tasks, and the technical, organizational and physical environment in which products or systems will operate.

ITIL Service Validation & Testing - Service Transition

The achievement of formal confirmation that acceptance criteria have been met, and that the service provider is ready to operate the new service when it has been deployed. (Acceptance criteria are used to ensure that a service meets the defined requirements, including functionality, operational support and quality requirements).

Level 3 Apply

Engages with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes.

Level 4 Enable

Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion. Evaluates the quality of project outputs against agreed acceptance criteria.

Level 5 Ensure, Advise

Owns the transition process, develops the organization’s approach and defines the acceptance criteria for service transition. Promotes and monitors project quality outputs to ensure they are fit for purpose and fit for use within operational service.

Actively engages with technical design and project managers to promote awareness and compliance with service transition quality plans and processes. Agrees the service acceptance criteria with project/program managers.

ITIL Service Validation & Testing - Systems Development

Testing embraces the planning, design, management, execution and reporting of tests, using appropriate testing tools and techniques and conforming to agreed process standards and industry specific regulations. The purpose of testing is to ensure that new and amended systems, configurations, packages, or services, together with any interfaces, perform as specified, and that the risks associated with deployment are adequately understood and documented. Testing includes the process of engineering, using and maintaining testware (test cases, test scripts, test reports, test plans, etc) to measure and improve the quality of the software being tested.

Executes given test scripts under supervision. Records results and reports issues. Develops an understanding of the role of testing within system development, as a tool for design improvement as well as a validation process.

Level 1 Follow

Defines test conditions for given requirements. Designs test cases and creates test scripts and supporting data, working to the specifications provided. Interprets, executes and records test cases in accordance with project test plans. Analyses and reports test activities and results. Identifies and reports issues and risks.

Level 2 Assist

Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.

Level 3 Apply

Accepts responsibility for creation of test cases using own in-depth technical analysis of both functional and non-functional specifications (such as reliability, efficiency, usability, maintainability and portability). Creates traceability records, from test cases back to requirements. Produces test scripts, materials and regression test packs to test new and amended software or services. Specifies requirements for environment, data, resources and tools. Interprets, executes and documents complex test scripts using agreed methods and standards. Records and analyses actions and results, and maintains a defect register. Reviews test results and modifies tests if necessary. Provides reports on progress, anomalies, risks and issues associated with the overall project. Reports on system quality and collects metrics on test cases. Provides specialist advice to support others.

Level 4 Enable

Coordinates and manages planning of the system and/or acceptance tests within a development or integration project or programme. Takes responsibility for integrity of testing and acceptance activities and coordinates the execution of these activities. Provides authoritative advice and guidance on any aspect of test planning and execution. Defines and communicates the test strategy for the project. Manages all test processes, including test plans, resources, costs, timescales, test deliverables and traceability. Manages client relationships with respect to testing matters. Identifies process improvements, and contributes to corporate testing standards and definition of best practice.

Level 5 Ensure, Advise

Determines testing policy, and owns the supporting processes. Takes responsibility for the management of all testing activities within a development or integration project or programme. Manages all risks associated with the testing and takes preventative action when any risks become unacceptable. Assesses and advises on the practicality of testing process alternatives. Initiates improvements to test processes and directs their implementation. Assesses suppliers' development and testing capabilities. Determines project testing standards for all phases, influencing all parties to conform to those standards. Manages client relationships with respect to all testing matters.

ITIL Release & Deployment Management

The management of the processes, systems and functions to package, build, test and deploy changes and updates (which are bounded as “releases”) into a live environment, establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community.

 Level 3 Apply

Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

Level 4 Enable

Assesses and analyses release components. Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods – manual or automatic - and ensuring, where possible, information exchange with configuration management. Ensures release processes and procedures are maintained.

Level 5 Ensure, Advise

Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews. Ensures release processes and procedures are applied.

Level 6 Initiate, Influence

Sets the release policy for the organisation in the context of both development and production/operations. Ensures that management processes, tools, techniques and personnel are in place to ensure that the transition of services, service components and packages are planned and compliant and that test and validation and configuration management are partnered in all release and deployment activities. Provides authorization for critical release activity and point of escalation.

ITIL Configuration Management

The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents or problems, providing effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.

Level 1 Follow

Documents changes based on requests for change. Applies change control procedures.

Level 2 Assist

Develops, documents and implements changes based on requests for change. Applies change control procedures.

Level 3 Apply

Assesses, analyses, develops, documents and implements changes based on requests for change.

Level 4 Enable

Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.

Level 5 Ensure, advise

Sets the organization’s policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.

ITIL Asset Management

The lifecycle planning, control and management of the assets of an organization (such as documentation, software and service assets, including information relating to those assets and their relationships. This involves identification, classification and specification of all configuration items (CIs) and the interfaces to other processes and data. Required information relates to storage, access, service relationships, versions, problem reporting and change control of CIs. The application of status accounting and auditing, often in line with acknowledged external criteria such as ISO 9000 and ISO/IEC 20000, throughout all stages of the CI lifecycle, including the early stages of system development.

Level 1 Follow

Applies tools, techniques and processes for administering information (such as the tracking and logging of components and changes) related to configuration items.

Level 2 Assist

Administers configuration items (CIs) and related information. Applies tools, techniques and processes for administering CIs and related information, ensuring protection of assets and components from unauthorized change, diversion and inappropriate use.

Level 3 Apply

Manages configuration items (CIs) and related information. Applies and maintains tools, techniques and processes for identification, classification and control of CIs and ensuring related information is complete, current and accurate.

Level 4 Enable

Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.

Level 5 Ensure, advise

Manages the organization’s configuration management system and champions the business value and company policies for the configuration management system. Ensures that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records. Contributes strongly to the business service knowledge management system. Manages the research and development of tools, processes and techniques.

ITIL Change Management

The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents or problems, providing effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.

Level 1 Follow

Documents changes based on requests for change. Applies change control procedures.

Level 2 Assist

Develops, documents and implements changes based on requests for change. Applies change control procedures.

Level 3 Apply

Assesses, analyses, develops, documents and implements changes based on requests for change.

Level 4 Enable

Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.

Level 5 Ensure, advise

Sets the organization’s policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.

ITIL Transition Planning & Support

The definition and management of the process for deploying and integrating new capabilities into the business in a way that is sensitive to and fully compatible with business operations.

Level 5 Ensure, advise

Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the "business as usual" environment. Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live. Assists the user community in the provision of transition support and change planning, and liaises with the project team. Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures. Defines the series and sequence of activities to bring stakeholders to the required level of commitment, prior to going live.

Level 6 Initiate, influence

Ensures that there is a business perspective on how the new technical capabilities will be delivered to the business, including planning around key business cycles, selecting appropriate customers for migration, etc. Initiates the business implementation plan, including all the activities that the business needs to do to prepare for new technical components and technologies. Ensures sites deliver site implementation plans that align with the overall plan. Tracks and reports against these activities to ensure progress. Defines and manages the activities to ensure achievement of the business case after delivery. Outlines key business engagement messages that need to take place throughout the programme / project.

ITIL Information Security Management

The management of, and provision of expert advice on, the selection, design, justification, implementation and operation of information security controls and management strategies to maintain the confidentiality, integrity, availability, accountability and relevant compliance of information systems with legislation, regulation and relevant standards.

Level 3 Apply

Applies and maintains specific security controls as required by organisational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and to enhance resilience to unauthorized access. Contributes to vulnerability assessments. Recognises when an IT network/system has been attacked internally, by a remote host, or by malicious code, such as virus, worm or Trojan etc., or when a breach of security has occurred. Takes immediate action to limit damage, according to the organization’s security policy, which may include escalation to next level, and records the incident and action taken. Demonstrates effective communication of security issues to business managers and others. Performs basic risk assessments for small information systems.

Level 4 Enable

Conducts security risk and vulnerability assessments for defined business applications or IT installations in defined areas, and provides advice and guidance on the application and operation of elementary physical, procedural and technical security controls (e.g. the key controls defined in ISO27001). Performs risk and vulnerability assessments, and business impact analysis for medium size information systems. Investigates suspected attacks and manages security incidents.

Level 5 Ensure, advise

Obtains and acts on vulnerability information and conducts security risk assessments for business applications and computer installations; provides authoritative advice and guidance on security strategies to manage the identified risk. Investigates major breaches of security, and recommends appropriate control improvements. Interprets security policy and contributes to development of standards and guidelines that comply with this. Performs risk assessment, business impact analysis and accreditation for all major information systems within the organisation. Ensures proportionate response to vulnerability information, including appropriate use of forensics.

Level 6 Initiate, influence

Provides leadership and guidelines on information assurance security expertise for the organisation, working effectively with strategic organisational functions such as legal experts and technical support to provide authoritative advice and guidance on the requirements for security controls. Provides for restoration of information systems by ensuring that protection, detection, and reaction capabilities are incorporated.

ITIL Capacity Management

The management of the capability, functionality and sustainability of service components (including hardware, software and network) to meet current and forecast needs in a cost effective manner. This includes dealing with both long-term changes and short-term variations in the level of demand, and deployment, where appropriate, of techniques to modify demand for a particular resource or service.

Level 4  Enable

Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service.

Level 5 Ensure, advise

Drafts and maintains policy, standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures. Reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Works with business users to agree and implement short and medium term modifications to demand

Level 6 Initiate, influence

Develops strategies to ensure all the performance measures of all IT services meet the needs of the business and of any service requirements or service level agreements which may be in place. Ensures that the policy and standards for capacity management are fit for purpose, current and are correctly implemented. Reviews new business proposals and provides specialist advice on capacity and demand issues.

ITIL IT Service Continuity Management

The provision of service continuity planning and support. This includes the identification of information systems which support critical business processes, the assessment of risks to those systems' availability, integrity and confidentiality and the co-ordination of planning, designing, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity. This function should be performed as part of, or in close cooperation with, the function which plans business continuity for the whole organization.

Level 4 Enable

Provides input to the service continuity planning process and implements resulting plans.

Level 5 Ensure, advise

Owns the service continuity planning process and leads the implementation of resulting plans. Coordinates the identification by specialists across the organization of information and communication systems which support the critical business processes, and the assessment of risks to the availability, integrity, and confidentiality of those systems. Evaluates the critical risks associated with these systems and identifies priority areas for improvement. Coordinates the planning, designing, testing of maintenance procedures and contingency plans to address exposure to risk and ensure that agreed levels of continuity are maintained.

ITIL Availability Management

The definition, analysis, planning, measurement and improvement of all aspects of the availability of IT services. The overall control and management of service availability to ensure that the level of service delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost effective manner.

 Level 4 Enable

Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.

Level 5 Ensure, advise

Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities. Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.

Level 6 Initiate, influence

Sets strategy and develops plans, policies and processes for the design, monitoring, measurement, reporting and continuous improvement of service and component availability, including the development and implementation of new availability techniques and methods.

ITIL Supplier Management

On behalf of a client organisation, the identification and management of external suppliers to ensure successful delivery of products and services required by the business.

Level 2 Assist

Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organisation and suppliers.

Level 3 Apply

Acts as the routine contact point between organisation and supplier. Collects and reports on supplier performance data.

Level 4 Enable

Collects performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Resolves or escalates problems. Implements supplier service improvement actions and programmes. Monitors performance.

Level 5 Ensure, advise

Maintains a broad understanding of the commercial IT environment, how the organisation sources, deploys and manages external partners and when it is appropriate to use in-house resources. Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties. Is responsible for the liaison between the organisation and designated supplier(s). Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Is responsible for the management and implementation of supplier service improvement actions and programmes. May be responsible for managing a discrete IT function or service in a multi-supplier environment.

 Level 6 Initiate, influence

Influences policy and procedures covering the selection of suppliers, tendering and procurement, promoting good practice in third party management with respect to information security. Deploys highly developed commercial skills to identify external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate. Is responsible for defining commercial communications, and the management and maintenance of the relationship between the organisation and the supplier. Measures the perception about how services are delivered, how this influences the performance of the supplier and their perception of own organisation’s performance. Ensures that processes and tools are in place to conduct benchmarking. Conducts supplier analysis and assesses effectiveness across the supply chain. Promotes good practice with regard to third party information security.

Level 7 Set Strategy, Inspire, Mobilize

Determines overall supplier management strategy, embracing effective management and operational relationships at all levels. Establishes a framework to monitor the service provided and ensure value for money over the lifetime of the contract. Puts in place and has overall responsibility for conformance to legislation; supply chain management; commercial governance; policies for selection of suppliers and benchmarking their performance. Represents the company in any serious disputes involving suppliers.

ITIL Service Catalog Management

The management and control of one or more client service functions, including strategy, support for business development, quality of service and operations.

Level 3 Apply

Acts as the routine contact point. Assists with the development of and applies client services standards to resolve or escalate clients’ service problems.

Level 4 Enable

Monitors client services function and collects performance data. Assists with the specification, development, research and evaluation of client services standards. Applies these standards to resolve or escalate clients’ service problems and gives technical briefings to staff members.

Level 5 Ensure, Advise

Carries out day-to-day management of the client services function. Defines service levels for client services staff and monitors performance. Takes responsibility for specification, agreement and application of client services standards and for the resolution of clients’ service problems.

Level 6 Initiate, Influence

Sets the strategic direction and takes responsibility for the full range of client service functions, including organizational frameworks for complaints, service standards and operational agreements. Defines service levels, standards and the monitoring process for client service staff. Gives technical leadership to operational staff, and takes responsibility for business continuity and legal compliance.

ITIL Service Level Management

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery.

Level 2 Assist

Monitors and logs the actual service provided, compared to that required by service level agreements.

Level 3 Apply

Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for deterioration in service.

Level 4 Enable

Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

Level 5 Ensure, Advise

Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Level 6 Initiate, Influece

Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service.

Level 7 Set Strategy, Inspire, Mobilze

Sets strategies for service delivery that support the strategic needs of the client organisation. Authorizes allocation of resources for monitoring service delivery arrangements. Provides leadership within the industry on the identification of future trends (e.g. technical, market, industrial, socioeconomic, legislative). Develops relationships with customers at the highest level to identify potential areas of mutual commercial interest for future development, maintains an overview of the contribution of service delivery arrangements to organizational success.

ITIL Design Coordination

The specification and design of information systems to meet defined business needs in any public or private context, including commercial, industrial, scientific, gaming and entertainment. The identification of concepts and their translation into implementable design. The design or selection of components. The retention of compatibility with enterprise and solution architectures, and the adherence to corporate standards within constraints of cost, security and sustainability.

Level 2 Assist

Undertakes complete design of simple applications using simple templates and tools. Assists as part of a team on design of components of larger systems. Produces detailed designs including for example: physical data flows, file layouts, common routines and utilities, program specifications or prototypes, and backup, recovery and restart procedures.

Level 3 Apply

Specifies user/system interfaces, and translates logical designs into physical designs taking account of target environment, performance requirements and existing systems. Produces detailed designs and documents all work using required standards, methods and tools, including prototyping tools where appropriate.

Level 4 Enable

Recommends/designs structures and tools for systems which meet business needs. Delivers technical visualisation of proposed applications for approval by customer and execution by system developers. Translates logical designs into physical designs, and produces detailed design documentation. Maps work to user specification and removes errors and deviations from specification to achieve user-friendly processes.

Level 5 Ensure, advise

Specifies and designs large or complex systems. Selects appropriate design standards, methods and tools, consistent with agreed enterprise and solution architectures and ensures they are applied effectively. Reviews others' systems designs to ensure selection of appropriate technology, efficient use of resources, and integration of multiple systems and technology. Contributes to policy for selection of architecture components. Evaluates and undertakes impact analysis on major design options and assesses and manages associated risks. Ensures that the system design balances functional, service quality and systems management requirements.

Level 6 Initiate, Influence

Controls system design practice within an enterprise or industry architecture. Influences industry-based models for the development of new technology applications. Develops effective implementation and procurement strategies, consistent with business needs.

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ITIL Demand Management for IT Services

The management and control of one or more client service functions, including strategy, support for business development, quality of service and operations.

Client services management: Level 6 Initiate, influence

Sets the strategic direction and takes responsibility for the full range of client service functions, including organizational frameworks for complaints, service standards and operational agreements. Defines service levels, standards and the monitoring process for client service staff. Gives technical leadership to operational staff, and takes responsibility for business continuity and legal compliance.

Client services management: Level 5 Ensure, advise

Carries out day-to-day management of the client services function. Defines service levels for client services staff and monitors performance. Takes responsibility for specification, agreement and application of client services standards and for the resolution of clients’ service problems.

Client services management: Level 4 Enable

Monitors client services function and collects performance data. Assists with the specification, development, research and evaluation of client services standards. Applies these standards to resolve or escalate clients’ service problems and gives technical briefings to staff members.

Client services management: Level 3 Apply

Acts as the routine contact point. Assists with the development of and applies client services standards to resolve or escalate clients’ service problems.

ITIL Business Relationship Management

On behalf of an organization supplying IT-related products or services, including commercial, industrial, scientific, entertainment and gaming systems, the coordination of all promotional activities to one or more clients to achieve satisfaction for the client and an acceptable return for the supplier; assistance to the client to ensure that maximum benefit is gained from the products and services supplied.

Account management: Level 6 Initiate, influence

Builds long-term, strategic relationships with the largest client organizations (internal or external). Maintains a strong understanding of the clients’ industry and strategy. Encourages and assists clients in the formation of IT strategies, providing them with access to senior management and subject experts in the supplier organization and elsewhere.

Acts to ensure that clients are offered products and services in line with the strategy. Manages colleagues in their dealings with clients; initiates procedures to improve service to and relationships with clients. Oversees the management and planning of business opportunities. Influences the development and enhancement of services, products and systems.

Account management: Level 5  Ensure, advise

Oversees the organization's promotional/selling activities to one or more clients, to ensure that such activities are aligned with corporate marketing objectives. Approves medium-scale proposals to clients. Negotiates with client representatives at senior levels on both technical and commercial issues. Ensures that organizational policy and strategy is adhered to. Provides informed feedback that contributes to promotional strategy and to product development.

ITIL Financial Management

The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, including the identification of materials and energy costs, ensuring compliance with all governance, legal and regulatory requirements.

Level 6 Initiate, influence

Sets strategy and develops plans, policies and processes for the accounting, budgeting and, where applicable, charging of IT resources and services, including the definition of cost models and charging models. Sets, negotiates, agrees and manages all financial budgets and targets, ensuring that there is adequate funding for all IT targets and plans, especially to meet development and capacity needs.

Level 5 Ensure, advise

Monitors and manages IT expenditure, ensuring that all IT financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred IT costs.

Level 4 Enable

Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component and process failures.

ITIL Service Portfolio Management

The development and application of a systematic management framework to define and deliver a portfolio of programmers, projects and ongoing  services, in support of specific business strategies and objectives. Includes the implementation of a strategic investment appraisal and decision making process based on a clear understanding of cost, risk, inter-dependencies, and impact on existing business activities, enabling measurement and objective evaluation of potential changes and the benefits to be realized. The prioritization of resource utilization and changes to be implemented. The regular review of portfolios.

Level 7  Set Strategy, inspire, mobilize

Leads the definition, implementation and review of the organization's portfolio management framework. Authorizes the structure of portfolios and is responsible for alignment with business strategy & business objectives. Makes decisions on the prioritization of resources and the changes to be implemented. Recommends and implements corrective action by engaging and influencing senior management. Leads the on-going monitoring and review of the portfolio for cost, risk, inter-dependencies, impact on current business activities and the strategic benefits to be realized. Is responsible for implementing effective portfolio governance arrangements supported by effective reporting.

Level 6 Initiate, influence

Leads the definition of a portfolio of change and the portfolio roadmap. Engages and influences senior managers to ensure the portfolio will deliver the agreed business objectives. Plans, schedules, monitors and reports on activities related to the portfolio to ensure that each part of the portfolio contributes to the overall achievement of the portfolio.

Identifies issues with portfolio structure, cost, risk, inter-dependencies, impact on current business activities and the strategic benefits to be realized. Notifies projects / programmers / change initiatives of issues and recommends and monitors corrective action. Reports on portfolio status as appropriate.

Level 5 Ensure, advise

Ensures that programs and project leads adhere to the agreed portfolio management approach and timetable and that they provide the appropriate information to agreed targets of timelines and accuracy. Produces reports as appropriate for portfolio governance, including making recommendations for changes to the portfolio.

ITIL Strategy Management for IT Services

The management of the IT infrastructure and resources required to plan for, develop, deliver and support IT services and products to meet the needs of a business. The preparation for new or changed services, management of the change process and the maintenance of regulatory, legal and professional standards. The management of performance of systems and services in terms of their contribution to business performance and their financial costs and sustainability. The management of bought-in services. The development of continual service improvement plans to ensure the IT infrastructure adequately supports business needs.

Level 7 Set Strategy, inspire, and mobilize

Sets strategy for management of resources, including corporate telecommunications functions, and promotes the opportunities that technology presents to the employing organization, including the feasibility of change and its likely impact upon the business. Authorizes allocation of resources for the planning, development and delivery of all information systems services and products. Responsible for IT governance. Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct. Maintains an overview of the contribution of programmers to organizational success. Inspires creativity and flexibility in the management and application of IT. Sets strategy for monitoring and managing the performance of IT-related systems and services, in respect of their contribution to business performance and benefits to the business.

Level 6 Initiate, influence

Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services (including data, voice, text, audio and images). Influences senior level customers and project teams through change management initiatives, ensuring that the infrastructure is managed to provide agreed levels of service and data integrity. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.

Level 5 Ensure, advise

Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio and images) and effective use of IT infrastructure components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.

ITIL Skills - Business Skills

1.            FOLLOW:  Uses basic information systems and technology functions, applications, and processes. Demonstrates an organized approach to work. Learns new skills and applies newly acquired knowledge. Follows code of conduct and organizational standards. Has sufficient communication skills for effective dialogue with colleagues. Contributes to identifying own development opportunities.

2.            ASSIST:  Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organized approach to work. Is aware of health and safety issues. Identifies and negotiates own development opportunities. Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Absorbs technical information when it is presented systematically and applies it effectively.

3.            APPLY:  Understands and uses appropriate methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation and procedures. Absorbs and applies technical information. Works to required standards. Appreciates the wider field of information systems, and how own role relates to other roles and to the business of the employer or client.

4.            ENABLE:  Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development.

5.            ENSURE, ADVISE:  Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyzes designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organization. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation.

6.            INITIATE, INFLUENCE:  Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies. Demonstrates clear leadership and the ability to influence and persuade. Has a broad understanding of all aspects of IT and deep understanding of own specialism(s). Understands and communicates the role and impact of IT in the employing organisation and promotes compliance with relevant legislation. Takes the initiative to keep both own and subordinates' skills up to date and to maintain an awareness of developments in the IT industry.

7.            SET STRATEGY, INSPIRE, MOBILIZE:  Has a full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that employ IT. Communicates the potential impact of emerging technologies on organisations and individuals and assesses the risks of using or not using such technologies. Assesses the impact of legislation, and actively promotes compliance. Takes the initiative to keep both own and subordinates’ skills up to date and to maintain an awareness of developments in IT.

ITIL Skills - Complexity

1.      FOLLOW:  Performs routine activities in a structured environment. Requires assistance in resolving unexpected problems.

2.   ASSIST:  Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution.

3.   APPLY:  Performs a broad range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to problem definition and resolution.

4.   ENABLE:  Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems.

5.   ENSURE, ADVISE:  Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organizational requirements.

6.   INITIATE, INFLUENCE:  Performs highly complex work activities covering technical, financial and quality aspects. Contributes to the formulation and implementation of IT strategy. Creatively applies a wide range of technical and/or management principles.

7.   SET STRATEGY, INSPIRE, MOBILIZE:  Leads on the formulation and implementation of strategy. Applies the highest level of management and leadership skills. Has a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment.

ITIL Skills - Influence

1.  FOLLOW:  Interacts with immediate colleagues.

2.  ASSIST:  Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. May have more influence in own domain.

3.  APPLY:  Interacts with and influences department/project team members. Has working level contact with customers and suppliers. In predictable and structured areas may supervise others. Makes decisions which may impact on the work assigned to individuals or phases of projects.

4.  ENABLE:  Influences team and specialist peers internally. Influences customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.

5.  ENSURE, ADVISE:  Influences organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments.

6.  INITIATE,INFLUENCE:  Influences policy formation on the contribution of own specialism to business objectives. Influences a significant part of own organization. Develops influential relationships with internal and external customers/suppliers/partners at senior management level, including industry leaders. Makes decisions which impact the work of employing organisations, achievement of organisational objectives and financial performance.

7.  SET STRATEGY, INSPIRE, MOBILIZE:  Makes decisions critical to organisational success. Influences developments within the IT industry at the highest levels. Advances the knowledge and/or exploitation of IT within one or more organisations. Develops long-term strategic relationships with customers, partners, industry leaders and government.

ITIL Skills - Autonomy

1.  FOLLOW:  Works under supervision. Uses little discretion. Is expected to seek guidance in unexpected situations.

2.  ASSIST:  Works under routine direction. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others.

3.  APPLY:  Works under general direction. Uses discretion in identifying and resolving complex problems and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level.

4.  ENABLE:  Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.

5. ENSURE, ADVISE:  Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities.

6.  INITIATE, INFUENCE:  Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organisational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates.

7.  SET STRATEGY, INSPIRE, MOBILIZE:  Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates.

ITIL Processes Skills Framework

Factors

§  Autonomy

§  Influence

§  Complexity

§  Business Skills

Level

1.  Follow

2.  Assist

3.  Apply

4.  Enable

5.  Ensure, advise

6.  Initiate, influence

7.  Set Strategy, inspire, and mobilize