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.
|Profile title||SERVICE MANAGER|
|Summary statement||Plans, implements and manages solution provision.|
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.
A.2 Service Level Management
C.3 Service Delivery
C.4 Problem Management
D.8 Contract Management
D.9 Personnel Development
|KPI area||Fulfillment of Service Levels|
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