Technical Skills Survey - Service provision

A set of questions based on the Framework reference SFIA version 3 to establish the skill level of a Computer/IT Technician or Manager
Name: 


  1. Configuration management (CFMG) - The systematic management of information relating to the documentation, software, hardware and firmware assets of an organisation. This will involve identification and appropriate specification of all configuration items (CIs). Required information will relate to storage, access, problem reporting and change control of CIs. Application of status accounting and auditing, often in line with acknowledged external criteria such as ISO 9000, throughout all stages of the CI life history.
    Level 3 Applies tools, techniques and processes for administering information (such as the tracking and logging of components and changes) related to CIs.
    Level 4 Administers CIs and related information. Applies tools, techniques and processes for administering CIs and related information, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use.
    Level 5 Manages CIs and related information. Applies and maintains tools, techniques and processes for managing CIs and ensuring that related information is complete, current and accurate.
    Level 6 Manages CIs and related information. Investigates and implements tools, techniques and processes for managing CIs and ensuring that related information is complete, current and accurate.


  1. Change management (CHMG) - The management of all changes to the components of a live infrastructure, from requests for change (RFC) through to implementation and review, to support the continued availability, effectiveness and safety of the infrastructure.
    Level 3 Develops, documents and implements changes based on RFC. Applies change control procedures.
    Level 4 Assesses, analyses, develops, documents and implements changes based on RFC.
    Level 5 Develops implementation plans for dealing with more complex requests for change, evaluates risks to the integrity of the infrastructure inherent in proposed implementations, seeks authority for those activities, undertakes review of effectiveness of change implementation, suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on RFC.
    Level 6 Sets the organisation’s policy for the management of change in live services and ensures that the policy is reflected in practice.


  1. Capacity management (CPMG) - The management of the capability and functionality of hardware, software and network components to meet current and predicted needs in a cost-effective manner. This will include dealing with both long-term changes and short-term variations in the level of demand.
    Level 4 Monitors infrastructure capacity and initiates actions to resolve any shortfalls according to agreed procedures.
    Level 5 Drafts and maintains policy, standards and procedures for infrastructure capacity management. Ensures the correct implementation of standards and procedures. Reviews information systems to identify any capacity issues and specifies any required changes.
    Level 6 Develops strategies for providing sufficient infrastructure capacity to meet business needs. Ensures that the policy and standards for capacity management are fit for purpose and current and are correctly implemented. Reviews new business proposals and provides specialist advice on capacity issues.


  1. System software (SYSP) - Specialist technical expertise in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.
    Level 3 Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.
    Level 4 Reviews system software updates and identifies those that merit action. Tailors system software to maximise hardware functionality. Installs and tests new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.
    Level 5 Evaluates new system software, reviews system software updates and identifies those that merit action. Ensures that system software is tailored to maximise hardware functionality. Plans the installation and testing of new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Ensures that operational documentation for system software is fit for purpose and current. Advises on the correct and effective use of system software.


  1. Security administration (SCAD) - The authorisation and monitoring of access to IT facilities or infrastructure in accordance with established organisational policy. Includes the investigation of unauthorised access, compliance with data protection and performance of other administrative duties relating to security management.
    Level 3 Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges and operates agreed logical access controls and security systems. Maintains agreed security records and documentation.
    Level 4 Investigates identified security breaches in accordance with established procedures and recommends any required actions. Assists users in defining their access rights and privileges and administers logical access controls and security systems. Maintains security records and documentation.
    Level 5 Drafts and maintains the policy, standards, procedures and documentation for security. Reviews information systems for actual or potential breaches in security. Ensures that all identified breaches in security are promptly and thoroughly investigated. Ensures that any system changes required to maintain security are implemented. Ensures that security records are accurate and complete.
    Level 6 Develops strategies for ensuring the security of automated systems. Ensures that the policy and standards for security are fit for purpose, current and correctly implemented. Reviews new business proposals and provides specialist advice on security issues and implications.


  1. Radio frequency engineering (RFEN) - The deployment, integration, calibration, tuning and maintenance of radio frequency (RF) and analogue elements of IT systems.
    Level 2 Assists with setting up, tuning and functional checks of RF/ analogue elements. Resolves faults down to line replaceable unit (LRU) level or escalates according to given procedures. Carries out user confidence checks and escalates faults according to given procedures.
    Level 3 Deploys, sets up, tunes and calibrates RF/analogue elements following maintenance schedules and using appropriate tools and test equipment. Incorporates hardware/firmware modifications. Interprets automatic fault/performance indications and resolves faults down to discrete component level or escalates according to given procedures.
    Level 4 Investigates and resolves system-wide fault conditions using a wide range of diagnostic tools and techniques. Reconfigures equipment to circumvent temporary outages.
    Level 5 Develops maintenance schedules and procedures. Approves equipment upgrades and modifications. Monitors system performance, recommends equipment modifications and changes to operating procedures, servicing methods and schedules.
    Level 6 Specifies RF equipment performance requirements and sets maintenance policy.


  1. Availability management (AVMT) - The overall control and management of services and their availability to ensure that all services meet all of their agreed availability targets.
    Level 4 Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
    Level 5 Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
    Level 6 Sets strategy and develops plans, policies and processes for the design, monitoring, measurement, reporting and continuous improvement of service and component availability, including the development and implementation of new availability techniques and methods.


  1. Financial management for IT (FMIT) - The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring that all governance, legal and regulatory requirements are complied with.
    Level 4 Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component and process failures.
    Level 5 Monitors and manages IT expenditure, ensuring that all IT financial targets are met and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred IT costs.
    Level 6 Sets strategy and develops plans, policies and processes for the accounting, budgeting and, where applicable, charging of IT resources and services, including the definition of cost models and charging models. Sets, negotiates, agrees and manages all financial budgets and targets, ensuring that there is adequate funding for all IT targets and plans, especially to meet development and capacity needs


  1. Data protection (DPRO) - The development and implementation of policies, procedures, working practices and training to comply with the requirements of legislation regulating the holding, use and disclosure of personal information such as, in the UK, the Data Protection Act, Computer Misuse Act, Freedom of Information Act.
    Level 5 Creates and maintains an inventory of data that is subject to data protection legislation. Prepares and reviews notification of registration details and submits to the data protection authorities. Drafts and maintains the policy, standards and procedures for complying with data protection legislation. Reviews information systems for compliance with data protection legislation and specifies any required changes. Ensures that access requests and complaints are dealt with according to approved procedures.
    Level 6 Develops strategies for complying with data protection legislation. Ensures that the policy and standards for compliance with data protection legislation are fit for purpose, current and correctly implemented. Reviews new business proposals and provides specialist advice on data protection compliance issues. Acts as the organisation’s contact for the data protection authorities.


  1. Application support (ASUP) The provision of application maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance. Problems may be resolved by providing advice or training to users about an application’s functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site specific modifications, updating system documentation, manipulating data, or defining enhancements – often in close collaboration with the system’s developers.
    Level 2 Assists in the investigation and resolution of problems relating to applications. Assists with specified maintenance procedures.
    Level 3 Identifies and resolves problems with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
    Level 4 Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate problems, collect performance statistics and create reports.
    Level 5 Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures.


  1. Management and operations (COPS) - The management and operation of the IT infrastructure (typically hardware, software and communications) and the resources required to plan for, develop, deliver and support properly engineered IT services and products to meet the needs of a business. Includes preparation for new or changed services, management of the change process and maintenance of regulatory, legal and professional standards, management of performance of systems and services in relation to their contribution to business performance and management of bought-in services including, for example, public network, virtual private network and outsourced services.
    Level 1 Contributes, under instruction, to system operation.
    Level 2 Carries out agreed operational procedures of a routine nature. Contributes to maintenance, installation and problem resolution.
    Level 3 Carries out agreed operational procedures. Contributes to the implementation of maintenance and installation work. Identifies operational problems and contributes to their resolution.
    Level 4 Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Identifies operational problems and contributes to their resolution. Provides appropriate information to specialists, users and managers.
    Level 5 Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.
    Level 6 Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services and products. Influences seniorlevel customers and project teams through change management initiatives, ensuring that professional standards are maintained. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.
    Level 7 Sets strategy for management of resources, including corporate telecommunications functions, and promotes the opportunities that technology presents to the employing organisation, including the feasibility of change and its likely impact upon the business. Authorises allocation of resources for the planning, development and delivery of all information systems services and products. Responsible for IT governance (the rules and regulations under which an IT department functions and the mechanisms put in place to ensure compliance with those rules and regulations). Authorises organisational policies governing the conduct of management of change initiatives and standards of professional conduct. Maintains an overview of the contribution of programmes to organisational success. Inspires creativity and flexibility in the management and application of IT. Sets strategy for monitoring and managing the performance of IT-related systems and services, in respect of their contribution to business performance and benefits to the business.


  1. Network control and operation (NTOP) - The day-to-day support, operation and control of all equipment within an IT network infrastructure. Includes data backup and restore, production of network performance statistics, provision of network diagnostic information and site surveys.
    Level 3 Carries out agreed network configuration, installation and maintenance. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Uses network management tools to collect and report on network load and performance statistics. Contributes to network problem resolution.
    Level 4 Uses network management tools to determine network load and performance statistics. Creates reports and proposals for improvement. Checks that problems are managed in accordance with agreed standards and procedures. Contributes to the investigation and diagnosis of network problems, working with users, other staff and suppliers as appropriate. Implements agreed network changes and maintenance routines.
    Level 5 Takes responsibility for significant aspects of the installing, upgrading, operation, control, maintenance and effective use of local and wide area networks for the communication of data, voice, text or images. Manages the network to provide agreed levels of service and data integrity. Ensures that network performance and traffic is monitored and reviewed. Controls the investigation, diagnosis and resolution of network problems.
    Level 6 Takes overall responsibility for the installation, upgrading, control and maintenance of local and wide area networks for the communication of data, voice, text or images. Ensures that the network is managed to provide agreed levels of service and data integrity. Ensures that network performance and traffic is monitored and reviewed. Ensures that network problems are resolved.


  1. Database administration (DBAD) - The installation, configuration, upgrade, administration, monitoring and maintenance of physical databases.
    Level 2 Assists in database support activities.
    Level 3 Uses database management system software and tools to collect agreed performance statistics. Carries out agreed database maintenance and administration tasks.
    Level 4 Uses database management system software and tools to investigate problems and collect performance statistics and create reports. Carries out routine configuration/installation and reconfiguration of database and related products.
    Level 5 Drafts and maintains procedures and documentation for databases. Manages database configuration including installing and upgrading software and maintaining relevant documentation. Contributes to the setting of standards for database objects and ensures conformance to these standards. Monitors database activity and resource usage. Optimises database performance and plans for forecast resource needs.


  1. Service level management (SLMO) - The planning, implementation and control of service provision. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continuously and proactively to improve service delivery.
    Level 2 Monitors and logs the actual service provided, compared to that required by service level agreements.
    Level 3 Monitors, gathers and reports service level information to ensure compliance with service level agreements.
    Level 4 Performs defined tasks to monitor service delivery and maintains records of relevant information. Analyses service delivery records against agreed service levels on a regular basis to identify actions required to maintain or improve levels of service and initiates or reports these actions.
    Level 5 Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. Determines service level requirements and negotiates and agrees service levels. Diagnoses service delivery problems to identify actions required to maintain or improve levels of service. Initiates or refers required actions. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency. Ensures that service delivery is monitored and all relevant information is recorded and analysed.
    Level 6 Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that targets are met and prepares proposals to meet forecast changes in the level or type of service.
    Level 7 Sets strategies for service delivery that support the strategic needs of the client organisation, authorises allocation of resources for monitoring service delivery arrangements, provides leadership within the industry on the identification of future trends (e.g. technical, market, industrial, socioeconomic, legislative), develops relationships with customers at the highest level to identify potential areas of mutual commercial interest for future development, maintains an overview of the contribution of service delivery arrangements to organisational success.


  1. Network support (NTAS) - The provision of network maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance. Problems may be resolved by providing advice or training to users about the network’s functionality, correct operation or constraints, by devising work-arounds, correcting faults, or making general or site-specific modifications.
    Level 2 Assists in investigation and resolution of network problems. Assists with specified maintenance procedures.
    Level 3 Identifies and resolves network problems following agreed procedures. Uses network management software and tools to collect agreed performance statistics. Carries out agreed network maintenance tasks.
    Level 4 Maintains the network support process and checks that all requests for support are dealt with according to agreed procedures. Uses network management software and tools to investigate problems, collect performance statistics and create reports.
    Level 5 Drafts and maintains procedures and documentation for network support. Ensures that all requests for support are dealt with according to set standards and procedures.


  1. Problem management (PBMG) - The resolution of incidents and problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies.
    Level 4 Monitors actions to investigate and resolve incidents and problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.
    Level 5 Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services. Ensures that such incidents and problems are fully documented within the relevant reporting systems. Coordinates the implementation of agreed remedies and preventative measures.


  1. Service desk and incident management (USUP) - The receipt of problem reports and the coordination of appropriate and timely
    responses, including channelling requests for help to appropriate functions for resolution, monitoring progress and keeping users
    apprised of progress.
    Level 1 Receives and handles requests for support following agreed procedures. Promptly allocates calls as appropriate. Maintains relevant records.
    Level 2 Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable problem resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
    Level 3 Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable problem resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
    Level 4 Ensures that requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
    Level 5 Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the help desk. Schedules the work of the help desk staff to meet agreed service levels.





Jisc RSC East Midlands
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Jisc Regional Support Centre
Loughborough