Mapping SFIA 8 skills to service management practice areas and roles

Mapping SFIA 8 skills to ITIL® 4 practice areas and service management roles.

Thanks to Trevor Jinks, David Wynack, Simon Roller, Barry Corless, Michael Davies for contributions to this work

Feedback is very welcome.

General Management Practices (14)

ITIL® 4 Practice ITIL® 4 Description / Purpose Potential SFIA 8 skills - mapped to ITIL® 4 practice  Generic service management roles
Architecture Management The purpose of the Architecture Management practice is to provide an understanding of all the different elements that make up an organisation, and how these elements interrelate, which enables the organisation to effectively achieve its current and future objectives. It provides the principles, standards, and tools that enable an organisation to manage complex change in a structured and Agile way.
  • Architect
Continual Improvement The purpose of the Continual Improvement practice is to align the organisation’s practices and services with changing business needs through the ongoing improvement of products, services, practices or any element involved in the management of products and services.
  • Continual improvement manager
  • Process architect
  • Process owner
Information Security Management The purpose of the Information Security Management practice is to protect the information needed by the organisation to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action). 
  • Information Security SCTY
  • Information assurance INAS
  • Security operations SCAD
  • Personal data protection PEDP
  • Chief Information Security Officer
  • Information security manager
  • Access manager
Knowledge Management The purpose of the Knowledge Management practice is to maintain and improve the effective, efficient and convenient use of information and knowledge across the organisation.
  • Knowledge management KNOW
  • Knowledge manager
  • Knowledge management team
Measurement and Reporting The purpose of the Measurement and Reporting practice is to support good decision making and continual improvement by decreasing the levels of uncertainty. This is achieved through the collection of relevant data on various managed objects and the valid assessment of this data in an appropriate context. Managed objects include, but are not limited to, products and services, practices and value chain activities, teams and individuals, suppliers and partners, and the organisation as a whole.
  • Measurement MEAS
  • Service level management SLMO
  • Business intelligence BINT
  • Portfolio management POMG
  • Technology service management ITMG
  • Supplier management SUPP
  • Systems development management DLMG
Organisational Change Management The purpose of the Organisational Change Management practice is to ensure that changes in an organisation are smoothly and successfully implemented, and that lasting benefits are achieved by managing the human aspects of the changes.
  • Organisation design and implementation ORDI
  • Organisational change management CIPM
  • Benefits management BENM
  • Change leader
  • Change team member
Portfolio Management The purpose of the Portfolio Management practice is to ensure that the organisation has the right mix of programs, projects, products, and services to execute the organisation’s strategy within its funding and resource constraints.
  • Portfolio management POMG
  • Investment appraisal INVA
  • Portfolio owner
  • Portfolio Manager
Project Management The purpose of the Project Management practice is to ensure that all projects in the organisation are successfully delivered. This is achieved by planning, delegating, monitoring, and maintaining control of all aspects of a project, and keeping the motivation of the people involved.
  • Project management PRMG
  • Stakeholder relationship management RLMT
  • Performance management PEMT
  • Organisational facilitation OFCL
  • Programme manager
  • Project manager
  • Team manager
  • Scrum master
Relationship Management The purpose of the Relationship Management practice is to establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
  • Stakeholder relationship management RLMT
  • Relationship manager
  • Relationship agent
Risk Management The purpose of the Risk Management practice is to ensure that the organisation understands and effectively handles risks. Managing risk is essential to ensuring the ongoing sustainability of an organisation and creating value for its customers. Risk Management is an integral part of all organisational activities and therefore central to the organisation’s Service Value System.
  • Information security SCTY
  • Risk management BURM
  • Governance GOVN
  • Risk manager
Service Financial Management The purpose of the Service Financial Management practice is to support the organisation’s strategies and plans for service management by ensuring that the organisation’s financial resources and investments are being used effectively.
  • Financial management FMIT
  • Benefits management BENM
  • Portfolio management POMG
  • Investment appraisal INVA
  • Service financial manager
Strategy Management The purpose of the Strategy Management practice is to formulate the goals of the organisation and adopt the courses of action and allocation of resources necessary for achieving those goals. Strategy Management establishes the organisation’s direction, focuses effort, defines or clarifies the organisation’s priorities, and provides consistency or guidance in response to the environment.
  • Strategic planning ITSP
  • Technology service management ITMG
  • Systems development management DLMG
  • Service level management SLMO
  • Portfolio management POMG
  • Strategic decision makers
  • Service strategy manager
 
Supplier Management The purpose of the Supplier management practice is to ensure that the organisation’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating closer, more collaborative relationships with key Supplier management suppliers to uncover and realise new value and reduce the risk of failure.
  • Supplier management SUPP
  • Sourcing SORC
  • Contract management ITCM
  • Risk management BURM
  • Supplier Manager
  • Supplier coordinator
Workforce and Talent Management The purpose of the Workforce and Talent Management practice is to ensure that the organisation has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives. The practice covers a broad set of activities focused on successfully engaging with the organisation’s employees and people resources, including planning, recruitment, onboarding, learning and development, performance management, and succession planning.
  • Employee experience EEXP
  • Performance management PEMT
  • Resourcing RESC
  • Workforce planning WFPL
  • Professional development PSDV
  • Competency assessment LEDA
  • Learning and development management ETMG
  • Learning design and development TMCR
  • Learning delivery ETDL
  • Organisational capability development OCDV
  • HR Manager
  • Line manager
  • Practice manager

Service Management Practices (17)

ITIL® 4 Practice ITIL® 4 Description / Purpose SFIA 8 skills mapped to ITIL® 4 practice  Generic service management roles
Availability Management The purpose of the Availability Management practice is to ensure that services deliver agreed levels of availability to meet the needs of customers and users.

Note: The definition of 'availability' is the ability of an IT service or other configuration item to perform its agreed function when required.
  • Availability management AVMT
  •  Availability manager
Business Analysis The purpose of the Business Analysis practice is to analyse a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders. Business analysis enables an organisation to communicate its needs in a meaningful way, express the rationale for change, and design and describe solutions that enable value creation in alignment with the organisation’s objectives.
  • Business situation analysis BUSA
  • Feasibility assessment FEAS
  • Business process improvement BPRE
  • Business modelling BSMO
  • Requirements definition and management REQM
  • Data modelling and design DTAN
  • Business analyst
Capacity and Performance Management The purpose of the Capacity and Performance Management practice is to ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way. 
  • Demand management DEMM
  • Capacity management CPMG
  • Service level management SLMO 
  • Capacity manager
Change Enablement The purpose of the Change Enablement practice is to maximise the number of successful service and product changes by ensuring that risks have been properly assessed, authorising changes to proceed, and managing the change schedule.

Note: The definition of 'change' is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
  • Change control CHMG
  • Change manager
  • Change coordinator,
  • Change authority
Incident Management The purpose of the Incident Management practice is to minimise the negative impact of incidents by restoring normal service operation as quickly as possible.
  • Incident management USUP
  • Incident manager
  • Major incident team
IT Asset Management The purpose of the IT Asset Management practice is to plan and manage the full lifecycle of all IT assets to help the organisation: maximise value; control costs; manage risks; support decision making about purchase, reuse, retirement, and disposal of assets; and meet regulatory and contractual requirements.
  • Asset management ASMG
  • IT asset manager
  • Licence manager
  • IT asset owner
  • IT asset custodian
  • IT asset consumer
Monitoring and Event Management The purpose of the Monitoring and Event Management practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritises infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.
  • IT infrastructure ITOP
  • Information security SCTY
  • Security operations SCAD
  • IT operations manager
  • IT operator
Problem Management The purpose of the Problem Management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
  • Problem management PBMG
  • Problem manager
  • Problem Co-ordinator
Release Management The purpose of the Release Management practice is to make new and change services and features available for use.
  • Release and deployment RELM
  • Release manager
Service Catalogue Management The purpose of the Service Catalogue Management practice is to provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.
  • Service catalogue management SCMG
  • Service catalogue manager
Service Configuration Management The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that  support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
  • Configuration management CFMG
  • Configuration manager
  • Configuration librarian
  • Resource owner
Service Continuity Management The purpose of the Service Continuity Management practice is to ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster. The practice provides a framework for building organisational resilience with the capability of producing an effective response that safeguards the interests of key stakeholders and the organisation’s reputation, brand, and value-creating activities.
  • Continuity management COPL
  • Service continuity manager
Service Design The purpose of the Service Design practice is to design products and services that are fit for purpose, fit for use, and that can be delivered by the organisation and its ecosystem. This includes planning and organising people, partners and suppliers, information, communication, technology, and practices for new or changed products and services, and the interaction between the organisation and its customers.
  • Innovation INOV
  • Emerging technology monitoring EMRG
  • System design DESN
  • Solution architecture ARCH
  • Business modeling BSMO
  • Business process improvement BPRE
  • Requirements definition and management REQM
  • User research URCH
  • User experience analysis UNAN
  • User experience design HCEV
  • Sourcing SORC
  • Service design manager
Service Desk The purpose of the Service Desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
  • Customer service management CSMG
  • Service desk manager
  • 1st level support
  • 2nd level support
  • 3rd level support
Service Level Management The purpose of the Service Level Management practice is to set clear businesses-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
  • Service level management SLMO
  • Measurement MEAS
  • Service owner
Service Request Management The purpose of the Service Request Management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  • Customer service management CSMG
  • 1st level support
  • Service request fulfilment group
Service Validation and Testing The purpose of the Service Validation and Testing practice is to ensure that new or changed products and services meet defined requirements. The definition of service value is based on input from customers, business objectives, and regulatory requirements, and is documented as part of the value chain activity of design and transition. These inputs are used to establish measurable quality and performance indicators that  support the definition of assurance criteria and testing requirements.
  • Service acceptance SEAC
  • Testing TEST
  • Acceptance testing BPTS
  • User experience evaluation USEV
  • Service validation specialist
  • Service testing specialist

Technical Management Practices (3)

ITIL® 4 Practice ITIL® 4 Description / Purpose SFIA 8 skills mapped to ITIL® 4 practice  Generic service management roles
Deployment Management The purpose of the Deployment Management Practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
  • Asset management ASMG
  • Systems integration and build SINT
  • Release and deployment RELM
  • Systems installation and removal HSIN
  • Organisational change management CIPM
  • Deployment manager
  • Deployment practitioner
Infrastructure and Platform Management The purpose of the Infrastructure and Platform Management practice is to oversee the infrastructure and platforms used by an organisation. When carried out properly, this practice enables the monitoring of technology solutions available to the organisation, including the technology of external service providers.
  • IT infrastructure ITOP
  • Facilities management DCMA
  • Application support ASUP
  • Technology service management ITMG
  • Network Support NTAS
  • Supplier management SUPP
  • Database Administration DBAD
  • Storage management STMG
  • System software SYSP
  • Infrastructure specialist
Software Development and Management The purpose of the Software Development and Management practice is to ensure that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability.
  • Systems development management DLMG
  • Solution architecture ARCH
  • Systems design DESN
  • Software design DESN
  • Programming/software development PROG
  • Testing TEST
  • Systems integration and build SINT
  • Software configuration PORT
  • Applications analyst
  • Software developer
  • Software team lead
  • Scrum master
  • Agile coach
  • Product owner