The European e-Competence Framework
The e-Competence Framework, is a tool to describe the skills of professionals in ICT-related roles.The e-CF is a reference for job and role descriptions, skill development, training and education.The framework has been developed by a large number of European ICT and HR experts in the context of the CEN Workshop on ICT Skills.The European e-Competence Framework is structured from four dimensions. These dimensions reflect different levels of business and human resource planning requirements in addition to job/ work proficiency guidelines.
The four dimensions of the e-CF are specified as follows:
- Dimension 1: 5 e-Competence areas, derived from the ICT business processes:
PLAN – BUILD – RUN – ENABLE – MANAGE
- Dimension 2: A set of reference e-Competences for each area, with a generic description for each competence. 36 competences identified in total provide the European generic reference definitions of the e-CF 2.0.
- Dimension 3: Proficiency levels of each e-Competence provide European reference level specifications on e-Competence levels e-1 to e-5, which are related to the EQF levels 3 to 8.
- Dimension 4: Samples of knowledge and skills relate to e-Competences in dimension 2. They are provided to add value and context and are not intended to be exhaustive.
The 40 e-competencies of the e-CF
Click on the competency code in the list for the full description.
e-Competence: Title + generic description
A.2 Service Level Management
Defines, validates and makes applicable service level agreements (SLA) and underpinning contracts for services offered. Negotiates service performance levels taking into account the needs and capacity of stakeholders and business.
e-Competence proficiency levels (on e-CF levels e-1 to e-5, related to EQF levels 3 to 8
Ensures the content of the SLA.
Negotiates revision of SLAs, in accordance with the overall objectives. Ensures the achievement of planned results.forecasted results.
|Knowledge examples||Knows/ Aware of/ Familiar with:
- K1 SLA documentation
- K2 how to compare and interpret management data
- K3 the elements forming the metrics of service level agreements
- K4 how service delivery infrastructures work
- K5 impact of service level non-compliance on business performance
- K6 ICT security standards
- K7 ICT quality standards
|Skills examples||Able to:
- S1 analyse service provision records
- S2 evaluate service provision against SLA
- S3 negotiate realistic service level targets
- S4 use relevant quality management techniques
- S5 anticipate and mitigate against potential service disruptions
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