Technology service management ITMG


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

Guidance notes


Technology-based services may include - but are not limited to - IT infrastructure, audio-visual services, 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
  • developing and implementing continual service improvement plans to ensure the technology services adequately support changing needs

Technology service management: Level 7


Sets strategy for the management of the portfolio of technology services to provide a coherent offering that contributes to organizational success.

Promotes the opportunities that technology presents to the organization, including the feasibility of change and its likely impact.

Authorises the establishment of new or modified technology service delivery capabilities, including in-house and outsourced options, as well as integrated delivery options leveraging multiple service delivery capabilities.

Authorises allocation of resources for the planning, development and delivery of all technical services and products.

Maintains an overview of the contribution of technology services to organisational success.

Inspires creativity and flexibility in the management and application of service delivery capabilities.

Technology service management: Level 6


Identifies and manages resources needed for the budgeting, estimating, planning, development and delivery of a specified portfolio of technology services and systems.

Engages with and influences stakeholders to ensure that the specified services are developed and managed in line with agreed service levels, security requirements and other quality standards.

Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of technology services.

Aligns the contribution of specified systems and services to clearly stated organisation and financial goals and performance targets, and recommends options for sourcing (whether in-house, outsourced, or a combination).

Monitors performance of delivery teams and takes corrective action where necessary and in line with policies.

Technology service management: Level 5


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

Provides leadership to those involved in service delivery, ensuring that agreed service levels, security requirements and other quality standards are met and all relevant policies and procedures are adhered to.

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

Provides appropriate status and other reports to managers and senior users.