Mapping SFIA 7 skills to service management practice areas and roles

Mapping SFIA 7 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	Illustrative SFIA 7 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.	Enterprise and business architecture STPL Solution architecture ARCH	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.	Product management PROD Business process improvement BPRE Organisational capability development OCDV Quality management QUMG Methods and tools METL Supplier management SUPP Innovation INOV Emerging technology monitoring EMRG	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 Security administration SCAD	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 Analytics INAN Portfolio management POMG IT 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 Change implementation planning and 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	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 Relationship management RLMT Performance management PEMT	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.	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 Business risk management BURM Enterprise IT 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	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 IT 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 Business 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.	Organisational capability development OCDV Performance management PEMT Resourcing RESC Professional development PSDV Competency assessment LEDA Learning and development management ETMG Learning design and development TMCR Learning delivery ETDL	HR Manager Line manager Practice manager
Service Management Practices (17)
ITIL® 4 Practice	ITIL® 4 Description / Purpose	SFIA 7 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 analysis BUAN 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 management 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	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 level management SLMO Portfolio management POMG	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 Business modelling BSMO User research URCH User experience analysis UNAN User experience design HCEV Service level management SLMO 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 User experience evaluation USEV	Service validation specialist Service testing specialist
Technical Management Practices (3)
ITIL® 4 Practice	ITIL® 4 Description / Purpose	SFIA 7 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/decommissioning HSIN Change implementation planning and 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 IT 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 Porting/software configuration PORT	Applications analyst Software developer Software team lead Scrum master Agile coach Product owner

General Management Practices (14)

Service Management Practices (17)

Technical Management Practices (3)