Service Management Jobs

SFIASearch for IT jobs on BCSrecruit.com using any of the 6 main categories or 86 skills within the Skills Framework for the Information Age (SFIA)

The Service Management category covers the following skills:

Service management

Service strategy

IT management (ITMG)

The management of the IT infrastructure and resources required to plan for, develop, deliver and support properly-engineered IT services and products to meet the needs of a business. The preparation for new or changed services, management of the change process and the maintenance of regulatory, legal and professional standards. The management of performance of systems and services in relation to their contribution to business performance. The management of bought-in services including, for example, public network, virtual private network and outsourced services. The development of continual service improvement plans to ensure the IT infrastructure adequately supports business needs.

Financial management for IT (FMIT)

The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements.

Service design

Capacity management (CPMG)

The management of the capability and functionality of service components (including hardware, software and network) to meet current and forecast needs in a cost effective manner. This includes dealing with both long-term changes and short-term variations in the level of demand.

Availability management (AVMT)

The definition, analysis, planning, measurement and improvement of all aspects of the availability of IT services. The overall control and management of service availability to ensure that the level of service delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost effective manner.

Service level management (SLMO)

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery.

Service transition

Configuration management (CFMG)

The lifecycle planning, control and management of the documentation, software, hardware and firmware assets of an organisation, system and/or service(s), including information relating to those assets and their dependencies and relationships. This involves identification, classification and appropriate specification of all configuration items (CIs) and the interfaces to other processes and data through techniques such as federation. Required information relates to storage, access, service relationships, versions, problem reporting and change control of CIs. The application of status accounting and auditing, often in line with acknowledged external criteria such as ISO 9000 and ISO 20000, throughout all stages of the CI lifecycle, including (importantly) the early stages of system development.

Change management (CHMG)

The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents and problems, so providing effective control and mitigation of risk to the availability, performance, security and compliance of the business services impacted.

Release management (RELM)

The management of the processes, systems and functions to package, build, test and deploy changes and updates which are bounded as "releases" into the "production" environment establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community.

Service operation

System software (SYSP)

The provision of specialist expertise to facilitate and execute the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.

Security administration (SCAD)

The authorisation and monitoring of access to IT facilities or infrastructure in accordance with established organisational policy. Includes investigation of unauthorised access, compliance with relevant legislation and the performance of other administrative duties relating to security management.

Radio frequency engineering (RFEN)

The deployment, integration, calibration, tuning and maintenance of radio frequency (RF) and analogue elements of IT systems.

Application support (ASUP)

The provision of application maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving issues and providing information about the systems. It may also include monitoring their performance. Issues may be resolved by providing advice or training to users about an application's functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements - often in close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support.

IT operations (ITOP)

The operation of the IT infrastructure (typically hardware, software, information stored on various media, and communications) required to deliver and support properly-engineered IT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, and the monitoring of performance of systems and services in relation to their contribution to business performance.

Network control and operation (NTOP)

The day-to-day operation and control of all equipment within wide and local area network infrastructure. Includes production of network performance statistics, provision of network diagnostic information and site surveys.

Database administration (DBAD)

The installation, configuration, upgrade, administration, monitoring and maintenance of physical databases.

Network support (NTAS)

The provision of network maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance. Problems may be resolved by providing advice or training to users about the network's functionality, correct operation or constraints, by devising work-arounds, correcting faults, or making general or site-specific modifications.

Problem management (PBMG)

The resolution of incidents and problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies.

Service desk and incident management (USUP)

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress.