Competency Details ( IT Services Management )

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Competencies

Jadarat Dictionary

IT Services Management

Efficiency Technical Competency

Is knowledgeable about IT services management principles and practices to provide effective services to targeted stakeholders. Monitors the performance of IT services, processes, procedures and standards to ensure meeting service standards. The ability to analyse and plan for the service capacity utilisation to meet current and future expected demands in the organisation. Creates and maintains IT service catalogue.

Jadarat Code: T87

Level 1

Demonstrates basic knowledge and understanding of IT services management. Shows basic awareness of methods and tools to measure and support IT services, and is aware of IT service catalogue.

Level 2

Possesses specialised knowledge of IT services management tools and methodologies. Supports the team in monitoring the service level agreement to ensure effective responses with stakeholder inquires, and assists in planning for the current and future IT services capacity demand, and is able to maintain and update IT service catalogue.

Level 3

Utilizes deep knowledge and understanding of all aspects of IT services management concepts and tools. Advises in developing service level agreements that address business needs. Utilizes capacity planning techniques and methods to anticipate current and future demand, and oversees the maintenance and update IT service catalogue.

Level 4

Uses a full knowledge base to lead and monitor IT services management. Provides expertise and guidance to the departments and teams on monitoring and enhancing service level agreements to meet business requirements. Provides expertise in evaluating and planning the IT service catalogue and capacity to address business requirements and organisation's needs.

Level 5

Applies subject matter expertise to develop organisation wide IT services strategy. Applies expertise to oversee the implementation of service level agreements. Reviews the current IT services catalogue and capacity management to ensure its efficiency.