The global skills and competency framework for the digital world

Technology service management ITMG

(unchanged)

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

SFIA 9 is in development

  • SFIA 9 planned for publication October 2024.
  • The content of this skill may change before publication.

Moving to SFIA 9

  • Levels 6 and 7 edited for readability and brevity

Guidance notes

(modified)

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.

Show/hide extra descriptions and levels.

5 6 7

Levels of responsibility for this skill

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.

(modified)

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.

(modified)

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.

(modified)

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.