Service Management Processes
Designing, developing, and applying IT service management processes to keep the IT environment functioning efficiently, effectively, and securely.
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Explains service management processes and concepts.
- Provides a single point of contact for one or more IT service management processes.
- Describes concepts, techniques and practices of help desk operations and service delivery.
- Maintains an up to date record of configuration items.
- competency-level-behavior.761045.name
- competency-level-behavior.761046.name
QUESTIONS
- Describe a situation where you had to explain service management processes and concepts.
Probing Questions
* What was the situation?
* What was your role at the time?
* Who was your audience?
* How did you explain these concepts?
* What was the outcome?
- Describe a situation where you maintained an up-to-date record of configuration items.
Probing Questions
* What was the situation?
* What were your role and responsibilities?
* What was required of you?
* How did you measure your success?
* What was the outcome?
Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Facilitates problem management, change management or configuration management.
- Assists in gathering information from clients or end-users.
- Provides support to the development of IT Service Management processes and documentation.
- Monitors service level agreements and escalates problems.
- Performs initial evaluation of problems and routes on ad-hoc issues.
- Follows the requirements of a service management process.
- Monitors the reliability and maintainability of IT systems.
QUESTIONS
- Describe a situation where you assisted in the development of IT management processes.
Probing Questions
* What was the situation?
* What was your role?
* What were your contributions to the development of the processes?
* What was the end result?
- Describe a situation where you were responsible for monitoring Service Level Agreements.
Probing Questions
* What was the situation?
* What was your role at the time?
* How did you go about monitoring the delivery on Service Level Agreements?
* What were your findings?
* How did you measure your success?
* What was the outcome?
Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Defines interrelationships and interdependencies between service management processes.
- Conducts readiness assessment and gap analyses for Service Management implementations.
- Manages the service management process, ensuring it is followed.
- Performs Service Management maturity assessments based on industry maturity models.
- Implement changes to Service Management processes.
- Reports on Service management metrics to ensure that targets are met.
QUESTIONS
- Describe a situation where you conducted a gap analysis for service management.
Probing Questions
* What was the situation?
* What was your role at the time?
* How extensive was your level of interaction with other service delivery staff?
* What were your findings?
* What was the outcome?
- Describe a time when you were responsible for reporting on service management metrics.
Probing Questions
* What was the situation?
* What was your role?
* Which metrics did you use to track service management?
* What were your findings?
* What was the outcome?
Level 4 Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Define roadmaps to change the IT Service Management function
- Develops service management standards, practices and policies.
- Stewards the strategic planning process of transforming the IT Function to support business vision and strategies
- Develop and maintain current, transitional and future state Service Management processes
- Develops service measurement/management tools and processes.
- Develops Service Management metrics for the
QUESTIONS
- Describe a time when you established service management tools and processes.
Probing Questions
* What was the situation?
* How did the requirement to develop service management tools and processes come about?
* What did you do?
* What was the intent of the consultations you had to do?
* What was the outcome?
- Describe a situation where you established a cycle of constant improvements in the development of a service management roadmap.
Probing Questions
* What was the situation?
* What requirements led to the development of this revision cycle?
* What did you do?
* What was the outcome?
Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Contributes to business development efforts by providing IT Service Management guidance.
- Engages with senior business leaders and change champions to understand and analyze business strategies and goals
- Builds and maintains a network of experts.
- Provides strategic IT Service Management transformation planning.
- Recommends continual improvements in service management strategy and processes.
- Designs enterprise performance targets for Service Management strategies.
- Provides coaching and mentoring for IT Service Management implementation teams
QUESTIONS
- Describe a situation where you contributed to business development by providing your service management expertise.
Probing Questions
* What was the situation?
* What were your role and responsibilities?
* How did you contribute to business development?
* What was the outcome?
- Describe a situation where you developed the service management strategy for the organization.
Probing Questions
* What was the situation?
* What was your role and responsibilities at the time?
* How did you develop the strategy?
* Who did you consult in the development of the strategy?
* How did you get approval from senior management?