#1458 IT service experience skills change request pending

Given the increasing impact of IT services on people and their business, people involved in providing and consuming IT services should have skills for influencing how IT services are experienced. About half of the current SFIA 8 skills address areas related to IT service experience and could be enhanced by including additional activities. For example, these additions to:

• Quality management: Including experience as a dimension of IT service quality, in addition to traditional dimensions such as utility and warranty.
• Requirements definition and management: Including experience in eliciting and analysing requirements for IT services.
• Service level management: Extending the scope of service level management to include IT services’ impact on people and their business.
• Resourcing: Enhancing onboarding by providing empathetic IT services.
• Supplier management: Fostering relationships that enable the provision of IT services that have a positive impact on people and their business.
• Customer service support: Applying empathy in interacting with customers of IT services.

See the attached list of additional activities. These are the result of a first pass through the skills, and could be improved.

It might be useful to create an IT service experience view of the skills, including elements such as a mapping to practices area related to IT service experience.

As such, the change request is to enhance SFIA 8 by including additional activities – and possibly additional skills – that address how IT services are experienced.

Happy to clarify and discuss.

Download: SFIA ITSE v02.docx (35.2KB)

Proposed change applies to Skills

Current status of this request: pending