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 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 analyse current processes and identify and implement opportunities to optimise them. You can lead and develop a team of experts to deliver service improvements. You can help to evaluate and establish requirements for the implementation of changes by setting policy and standards.

You can manage customer service functions, including responding to issue reports and information and access requests. You can use the results of customer satisfaction measurements to improve services. You can demonstrate a successful relationship with customers.

You can translate ‘lessons learnt’ from complaint cycles into continual service improvement. You can take responsibility for the full range of customer service functions, including reviewing customer service satisfaction. You can investigate which processes can be automated and the ways to do so.

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 take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.

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 ensure that the right actions are taken to investigate, resolve and anticipate problems. You can co- ordinate the team to investigate problems, implement solutions and take preventive 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 see the bigger picture by taking groups of services and investigating how to get the best of underlying services.

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 an expert certificate in the 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 use prediction methodologies to derive and maintain a holistic view of important trends across multiple processes.

You can identify, analyse, manage and monitor relationships with and between stakeholders. You can clarify mutual needs and commitments through consultation and consideration of impacts. You can co-ordinate all promotional activities for one or more customers, to achieve satisfaction for the customer and an acceptable return for the supplier. You can assist the customer to ensure that maximum benefit is gained from the products and services supplied.

You can influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You can facilitate and deliver business outcomes.

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 understand the core technical concepts related to the role and apply them with guidance.

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 priorities.

You can give direction on which tools or methods to use. You can demonstrate experience in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure they’re met by the business. You can apply strategic thinking to provide the best service for the end user.