Change and release manager

You can:

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

You can:

• show an awareness of availability and capacity management processes

You can:

• implement change requests
• apply change control procedures under supervision

You can:

• contribute to the work of others
• motivate and empower teams
• create the right environment for teams to work in, and can identify the best team makeup depending on the situation
• recognise and deal with issues

You can:

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

You can:

• explain the basic principles of IT standard continuity management processes and procedures

You can:

• identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

• show an awareness of problem resolution processes
• pass problems on to your team

You can:

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

You can:

• show an awareness of different products and services

You can:

• You have a Level 3 service management framework qualification

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

• show an awareness or understanding of user experience analysis and its principles
• explain the purpose of user stories and the focus on user needs

You can:

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

You can:

• show an awareness of availability and capacity management processes

You can:

• analyse and assess the impact of change
• document change requests
• action changes from change requests

You can:

• contribute to the work of others
• motivate and empower teams
• create the right environment for teams to work in, and can identify the best team makeup depending on the situation
• recognise and deal with issues

You can:

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

You can:

• explain the basic principles of IT standard continuity management processes and procedures

You can:

• identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

• show an awareness of problem resolution processes
• pass problems on to your team

You can:

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

You can:

• show an awareness of different products and services

You can:

• You have a Level 3 service management framework qualification

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

• show an awareness or understanding of user experience analysis and its principles
• explain the purpose of user stories and the focus on user needs

You can:

• manage configuration management for the organisation, ensuring value for the business and adherence to company policies
• ensure that changes to assets are recorded and controlled appropriately
• advocate organisational commitment to asset control

You can:

• manage service components to ensure they meet business needs and performance targets

You can:

• implement new and current change management processes
• support change management, actively improving and optimising processes

You can:

• work collaboratively in a group, actively networking with others
• adapt feedback to ensure it’s effective and lasting
• use your initiative to identify problems or issues in the team dynamic and rectify them
• identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

• explain the basic principles of IT standard continuity management processes and procedures

You can:

• diagnose and prioritise incidents, investigate their causes and find resolutions

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

• initiate and monitor actions to investigate patterns and trends to resolve problems
• effectively consult specialists where required
• determine the appropriate remedy and assist with its implementation
• determine preventative measures

You can:

• take inputs and establish coherent frameworks that work

You can:

• You have a Level 3 service management framework qualification

You can:

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

You can:

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

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Community collaboration

Continual service improvement

Continuity management

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Incident management

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus