Service Acceptance Analyst

Summary

A service acceptance analyst co-ordinates across IT operations and manages the acceptance criteria for any changes within the area. At this level, you will validate changes against the acceptance criteria, gathering evidence and creating materials as necessary.

Background

Background Components

Description Background
Has knowledge of relevant systems development lifecycles. Is familiar with change management and project planning practices. Has a good understanding of the business environment and the interdependencies between business processes and information Prior Knowledge and Skills

Work Activity Components

Title Details
Business impact assessment Follows standard techniques to investigate and analyse the size, nature and impact of changes to operational activities.
Readiness gaps Implements action plans to close the gaps in business readiness prior to going live.
Transition support Assists the user community in provision of transition support and change planning and liaises with the project team.
Implementation and progress reporting Contributes to progress reports on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures for specific assigned areas.
Implementation and controls Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.
Documentation Ensures that correct service acceptance documentation is created and maintained and all documentation is reviewed and approved before going live.
Service acceptance planning Contributes to the recommendation for service acceptance plans and actions and supports implementation.
Service acceptance support Supports operational implementation of service acceptance activities.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type
Analytical Thinking Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. Behavioural Skills
Flexibility Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. Behavioural Skills
Planning and Organisation Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems and escalating if necessary. Behavioural Skills
Verbal Expression Communicating effectively using the spoken word. Behavioural
Written Expression Communicating effectively in writing, such as reports and via emails. Behavioural
Structured Reviews Aware of Methods and techniques for structured reviews, including reviews of technical work products, test plans, business cases, architectures and any other key deliverables. Technical Knowledge and Skills
Own Organisation’s IT Products and Services Aware of The IT products and/or services supplied to internal and external customers by own organisation. Technical Knowledge and Skills
Third Party IT Products and Services Aware of The IT products and/or services supplied to own organisation by external suppliers. Technical Knowledge and Skills
Business Environment Aware of The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective). Technical Knowledge and Skills
IT Environment Familiar with The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations. Technical Knowledge and Skills
Software Quality Assurance Techniques Aware of Methods, processes and techniques concerned with quality assurance planning, software quality evaluation, creation of quality processes, configuration management, and quality reviews and audits. Technical Knowledge and Skills
Risk Management Aware of Methods and techniques for the assessment and management of business risk including safety-related risk. Other Knowledge and Skills
Time Management Techniques Proficient in Methods and techniques for making effective use of own time. Other Knowledge and Skills
Project Planning and Control Techniques Familiar with Methods and techniques associated with planning and monitoring progress of projects. Other Knowledge and Skills
Service Level Agreements Aware of The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. Other Knowledge and Skills
Information Assurance Aware of Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. Other Knowledge and Skills

Training Activities

Training Components

Title Details
Data Protection and GDPR Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Service Management Principles, methods and techniques for managing IT services, including the preparation, understanding and use of Service Level Agreements, Operational Level Agreements and underpinning contracts.
Security Awareness Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
Health and Safety Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details
Participation in Group Activities Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.
Deputising Standing in for supervisor or manager on a temporary basis during periods of absence.
Job Shadowing and Special Assignments Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Gaining Knowledge of Employing Organisation Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.
Gaining Knowledge of Surrounding Technical Areas Gaining knowledge of IT activities in employing organisation external to own function.
Research Assignments Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Involvement in Professional Body Activities Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
Team Working Undertaking learning and practice in the techniques of team and collaborative working. Gaining an understanding of the underlying concepts.
Communications Undertaking learning and practice in oral and written communications, including report writing and presentation.

Qualifications

Qualification Components

Title Awarding Body
ITIL Foundation AXELOS
FEDIP Associate Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
DDaT » IT Operations Job Family IT Ops – Asset and configuration management

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

1 – Awareness

You can track, log and correct information to protect assets and components.

DDaT » IT Operations Job Family IT Ops – Availability and capacity management

You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or infrastructure as a service).

1 – Awareness

You can show an awareness of availability and capacity management processes.

DDaT » IT Operations Job Family IT Ops – Change management

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.

1 – Awareness

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

DDaT » IT Operations Job Family IT Ops – Community collaboration

You can contribute to the work of the community, building successful teams through understanding team styles and influencing and motivating team members. You can give and receive constructive feedback, enabling the feedback loop. You can moderate conflict resolution within teams. You can ensure that the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.

1 – Awareness

You can understand the work of others and the importance of team dynamics, collaboration and feedback.

DDaT » IT Operations Job Family IT Ops – Continual service improvement

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

2 – Working

You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family IT Ops – Continuity management

You can provide service continuity planning and support. You can identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality. You can co-ordinate planning, designing, testing and maintenance procedures and contingency plans, to address exposures and maintain agreed levels of continuity.

1 – Awareness

You can show an awareness of the IT standard continuity management processes and procedures.

DDaT » IT Operations Job Family IT Ops – Incident management

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.

1 – Awareness

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

DDaT » IT Operations Job Family IT Ops – Ownership and initiative

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.

1 – Awareness

You can show an awareness of problem resolution processes. You can pass problems on to your team.

DDaT » IT Operations Job Family IT Ops – Problem management

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.

1 – Awareness

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.

DDaT » IT Operations Job Family IT Ops – Service focus

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.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations Job Family IT Ops – Service management framework knowledge

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.

1 – Awareness

You have a Level 3 service management framework qualification.

DDaT » IT Operations Job Family IT Ops – Technical understanding

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.

1 – Awareness

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

DDaT » IT Operations Job Family IT Ops – User focus

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.

2 – Working

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.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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