You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

You can implement changes based on requests for change. You can apply change control procedures.

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

You can take inputs and establish coherent frameworks that work.

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

You have a Level 3 service management framework qualification.

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

You can collate data from depositories and provide basic reporting.

You can demonstrate in-depth knowledge of, for example, code (application), messaging and batch management. The technical specialisms will differ for each role and will be defined in a job description.

You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.

You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.

You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.

You can correctly execute test scripts under supervision. You can understand the role of testing and how it works.

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.