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ICT Roles



As a response to the huge number of ICT Profile Frameworks and Profile descriptions used today in European ICT Business and Qualification systems, the CEN Workshop on ICT Skills created a number of representative ICT Profiles covering, at their level of granularity, the full ICT Business process.The profiles may be used for reference, or for the basis to develop further profile generations, by European stakeholders. Structured from six main ICT Profile families, these Profiles reflect the top of a European ICT Profiles family tree. The concept devised is broadly analogous to human genetics where the genes of one generation pass down to the next. In the same way it is envisaged that the core components of the 23 Generation 2 Profiles will pass down to profiles constructed to meet specific stakeholder requirements.These ICT Profiles have been published in the CEN Workshop Agreement CWA 16458.



The 23 Profiles combined with e-competences from the e-CF, provide a gene pool for the development of tailored profiles that may be developed by European ICT sector players in specific contexts and with higher levels of granularity.

Summary statement Plans, implements and manages solution provision.
Mission Manages the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs). Negotiates contracts with the various business domains or customers.

Manages the staff who monitor, report and fulfil the SLAs.Takes mitigation action in case of non-fulfilment of agreements. Contributes to the development of the maintenance budget together with business/finance organisations.
Accountable Responsible Contributor
  • Solution in Operation
  • Service Level Agreement
  • Solved Incident
  • Quality Plan
  • Technical Proposal
Main task(s)
  • Define Service requirements
  • Negotiate SLA / OLA
  • Manage solution operation
  • Provide service delivery
  • E-competences
    A.2 Service Level Management
    Level 4
    C.3 Service Delivery
    Level 3
    C.4 Problem Management
    Level 4
    D.8 Contract Management
    Level 4
    D.9 Personnel Development
    Level 3
    KPI area Fulfillment of Service Levels

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