Technology service management ITMG

Managing the provision of technology-based services to meet defined organisational needs.

Revision notes

Updates for SFIA 9

Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions).
Readability improvements have been made to levels 5, 6, and 7.
You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

Technology-based services may include, but are not limited to, IT infrastructure, audio-visual services, end-user computing, enterprise applications, facilities, communications services and industrial control systems.

Activities may include, but are not limited to:

approving, preparing, planning and managing new or changed services
managing the performance of systems and services in terms of their contribution to business outcomes, financial costs and sustainability
end-to-end management of services, whether delivered internally or sourced externally
integrating internal and external services as well as delivery options leveraging multiple service delivery capabilities
developing and implementing continual service improvement plans to ensure the technology services adequately support changing needs.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others who are performing higher level tasks and activities

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Technology service management: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services.

Leads service delivery, ensuring agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures.

Ensures processes, procedures and practices are aligned across teams and providers to operate effectively and efficiently.

Monitors technology services performance. Provides appropriate status and other reports to managers and senior users.

Technology service management: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Manages and allocates resources for budgeting, estimating, planning, developing and delivering a portfolio of technology services and systems.

Engages and influences stakeholders to ensure services are developed and managed to meet agreed service levels, security requirements and quality standards.

Plans and implements processes, procedures, tools and practices for monitoring and managing the performance of technology services.

Aligns the contribution of specified systems and services with organisational and financial goals. Recommends sourcing options, whether in-house, outsourced, or a combination, ensuring optimal service delivery.

Technology service management: Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

Sets the strategic direction for managing the technology services portfolio, ensuring alignment with organisational strategies, objectives and emerging opportunities.

Promotes and assesses technology's potential to drive change, evaluating feasibility and impact.

Authorises the establishment and integration of new or modified service delivery capabilities, balancing in-house and outsourced options. Oversees resource allocation for planning, developing and delivering technical services and products.

Maintains a strategic overview of how technology services contribute to organisational success.

Small change