IT Service Delivery & Customer Support (ITSDCS) Cluster: Competency Framework

IT Service Delivery & Customer Support (ITSDCS) Cluster: Competency Framework.

What We Are Working On. Learning Journeys & Performance Aids.

abstract. About the Project. ITpreneurs is building: a talent academy for ITSM companies to use for onboarding, upskilling, reskilling and continuous learning needs. To accomplish this, ITpreneurs sees the need for identifying key competencies for success in various jobs and roles in the ITSM companies. Based on the key competencies, ITpreneurs will create continuous learning journeys on a Learning Experience Platform for the key jobs and role .in ITSM companies..

“Talent Management is the systematic process of creating and sustaining individual competencies that will help deliver the business strategy”.

Problem. IT departments and IT service companies are caught in the whirlpool of: Major changes in service delivery and support due to higher technology capabilities and ambitious business requirements Accelerated attrition and disengaged workforce Evolved customer expectations B2B situations also demanding B2C levels of customer experience IT departments and IT service companies are in need of: Attracting, retaining, and motivating employees for higher performance Keeping pace with the rapid changes in IT Service Delivery and customer management processes Delivering high quality customer experiences Continuous learning for onboarding, enabling and engaging employees.

[Audio] By offering a skills framework for key roles that operate in modern IT departments for organization with > 2000 employees By offering skills assessments that help professionals to understand their skill gaps Through the offering of continuous learning journeys that provide flexible ways for learners to address their skill gaps. Through the inclusion of certification programs for ITIL, TOGAF, PRINCE2 and COBIT within these learning journeys And where all learning activities are captured in a shareable skills passport.

[Audio] Upskilling and Reskilling Recruitment -. Recruitment.

Use of IT Best Practices Talent Academy Supported By a Competency Framework.

[Audio] SFIA. Create Performance Aligned With Business Goals.

[Audio] SFIA. Enable High Performance Teams - agile knowledge sharing & continuous learning.

Bridge Skill Gaps. To help IT professionals understand their skill gap and inspire them with with continuous learning programs to bridge their gaps.

Jobs List Draft. Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Service Delivery Service Support Customer Support/ Engagement Business Relationship Manager Availability Manager Change Advisory Board 1st Level Support Continual Service Improvement Manager Demand Manager Capacity Manager Change Manager 2nd Level Support Process Manager Financial Manager Compliance Manager Configuration Manager 3rd Level Support Process Owner IT Steering Committee Control Responsible Emergency Change Advisory Board Access Manager Service Portfolio Manager Information Security Manager Knowledge Manager Application Manager Service Strategy Manager IT Service Continuity Manager Project Manager Incident Manager Risk Manager Project Owner IT Facilities Manager Risk Responsible Release Manager IT Operations Manager Service Catalogue Manager Service Transition Manager IT Operator Service Design Manager Solution Developer Major Incident Team Service Level Manager Technical Architect Problem Manager Service Owner Test Manager Service Request Fulfillment Group Solution Architect Supplier Manager Availability Manager Capacity Manager Compliance Manager Control Responsible Information Security Manager IT Service Continuity Manager Risk Manager Risk Responsible Service Catalogue Manager Service Design Manager Service Level Manager Service Owner Solution Architect Supplier Manager.

ITIL 4 Practices. General Management Practices Service Management Practices Technical Management Practices Architecture management Availability management Deployment management Continual improvement Business analysis Infrastructure and platform Management Information security management Capacity and performance management Software development and Management Knowledge management Change control Measurement and reporting Incident management Organizational change management IT asset management Portfolio management Monitoring and event management Project management Project management Relationship management Release management Risk management Service catalogue management Service financial management Service configuration management Strategy management Service continuity management Supplier management Service design Workforce and talent management Service desk Service level management Service request management Service validation and testing.

Technical Skills Draft Outline. ServiceNow Jira Solarwinds FreshService ….

Behavioural Skills Draft Outline. Problem Solving Communication Leadership Self-Regulation ….

Competency Framework Outline. Technical Skills. Knowledge.

Competency Framework Levels. Technical Skills. Knowledge.

[Audio] Are indicators standard or custom? To be under the hood.

Timeline. Identifying Key Competencies. Identifying Key Job Roles.