European e-Competence Framework
e-CF
2010-09-01T00:00:002.0Associate
e-1
Able to apply knowledge and skills to solve straight forward problems; responsible for own actions; operating in a stable environment.3Professional
e-2
Operates with capability and independence in specified boundaries and may supervise others in this environment; conceptual and abstract model building using creative thinking; uses theoretical knowledge and practical skills to solve complex problems within a predictable and sometimes unpredictable context.4Senior Professional / Manager
e-3
Respected for innovative methods and use of initiative in specific technical or business areas; providing leadership and taking responsibility for team performances and development in unpredictable environments.6Lead Professional / Senior Manager
e-4
Extensive scope of responsibilities deploying specialised integration capability in complex environments; full responsibility for strategic development of staff working in unfamiliar and unpredictable situations.7Principal
e-5
Overall accountability and responsibility; recognised inside and outside the organisation for innovative solutions and for shaping the future using outstanding leading edge thinking and knowledge.8PLANBUILDRUNENABLEMANAGEIS and Business Strategy AlignmentAnticipates long term business requirements and determines the IS model in line with organisation policy. Makes strategic IS policy decisions for the enterprise, including sourcing strategies.Service Level ManagementDefines, validates and makes applicable service level agreements (SLA) and underpinning contracts for services offered. Negotiates service performance levels taking into account the needs and capacity of customers and business.Business Plan DevelopmentAddresses the design and structure of a business or product plan including the identification of alternative approaches as well as return on investment propositions. Considers the possible and applicable sourcing models. Presents cost benefit analysis and reasoned arguments in support of the selected strategy. Ensures compliance with business and technology strategies. Communicates and sells business plan to relevant stakeholders and addresses political, financial, and organisational interests, including SWOT analysis.Product or Project PlanningAnalyses and defines current and target status. Estimates cost effectiveness, points of risk, opportunities, strengths and weaknesses, with a critical approach. Creates structure plans; establishes time scales and milestones. Manages change requests. Defines delivery quantity and provides an overview of additional documentation requirements. Specifies correct handling of products.Architecture DesignSpecifies, refines, updates and makes available a formal approach to implement solutions, necessary to develop and operate the IS architecture. Manages the relationship with the business stakeholders to ensure that the architecture is in line with business requirements. Identifies the need for change and the components involved; hardware, software, applications, processes, information and technology platform. Ensures that all aspects take account of interoperability, scalability, usability and security.Application DesignDefines the most suitable ICT solutions in accordance with ICT policy and user/ customer needs. Accurately estimates development, installation and maintenance of application costs. Selects appropriate technical options for solution design, optimising the balance between cost and quality. Identifies a common reference framework to validate the models with representative users.Technology WatchingExplores latest ICT technological developments to establish understanding of evolving technologies. Devises innovative solutions for integration of new technology into existing products, applications or services or for the creation of new solutions.Sustainable DevelopmentEstimates the impact of ICT solutions in terms of eco responsibilities including energy consumption. Advises business and ICT stakeholders on sustainable alternatives that are consistent with the business strategy. Applies an ICT purchasing and sales policy which fulfils eco-responsibilities.Design and DevelopmentDesigns and engineers software and/ or hardware components to meet required specifications, including energy efficiency issues. Follows a systematic methodology to analyse and build the required components and interfaces. Performs unit and system testing to ensure requirements are met.Systems IntegrationInstalls additional hardware, software or sub system components into an existing or proposed system. Complies with established processes and procedures (e.g. configuration management), taking into account the specification, capacity and compatibility of existing and new modules to ensure integrity and interoperability. Verifies system performance and ensures formal sign off and documentation of successful integration.TestingConstructs and executes systematic test procedures for IT systems or customer usability requirements to establish compliance with design specifications. Ensures that new or revised components or systems perform to expectation. Ensures meeting of internal, external, national and international standards; including health and safety, usability, performance, reliability or compatibility. Produces documents and reports to evidence certification requirements.Solution DeploymentFollowing predefined general standards of practice carries out planned necessary interventions to implement solution, including installing, upgrading or decommissioning. Configures hardware, software or network to ensure interoperability of system components and debugs any resultant faults or incompatibilities. Engages additional specialist resources if required, such as third party network providers. Formally hands over fully operational solution to user and completes documentation recording all relevant information, including equipment addressees, configuration and performance data.Documentation ProductionProduces documents describing products, services, components or applications to establish compliance with relevant documentation requirements. Selects appropriate style and media for presentation materials. Creates templates for document-management systems. Ensures that functions and features are documented in an appropriate way. Ensures that existing documents are valid and up to date.User SupportResponds to user requests and issues; records relevant information. Resolves or escalates incidents and optimises system performance. Monitors solution outcome and resultant customer satisfaction.Change SupportImplements and provides guidance for the evolution of an IT solution. Efficiently controls and schedules software or hardware modifications to prevent multiple upgrades creating unpredictable outcomes. Minimises service disruption as a consequence of changes and adheres to defined service level agreement (SLA).Service DeliveryTakes proactive steps to ensure a stable and secure application and ICT infrastructure. Updates operational document library and logs all operational events. Maintains monitoring and management tools (i.e. Scripts, Procedures...).Problem ManagementIdentifies and resolves the root cause of incidents. Takes a proactive approach to the root cause of ICT problems. Deploys a knowledge system based on recurrence of common errors.Information Security Strategy DevelopmentDefines and makes applicable a formal organisational strategy, scope and culture to maintain safety and security of information. Provides the foundation for Information Security Management, including role identification and accountability (ref D.2). Uses defined standards to create objectives for information integrity, availability, and data privacy.ICT Quality Strategy DevelopmentDefines, improves and refines a formal strategy to satisfy customer expectations and improve business performance (balance between cost and risks). Identifies critical processes influencing service delivery and product performance for definition in the ICT quality management system (ref D.4). Uses defined standards to formulate objectives for service management, product and process quality. Identifies ICT quality management accountability.Education and Training ProvisionDefines and implements ICT training policy to address organisational skill needs and gaps. Structures, organises and schedules training programmes and evaluates training quality through a feedback process and implements continuous improvement. Adapts training plans to address changing demand.PurchasingApplies a consistent procurement procedure, including deployment of the following sub processes: specification requirements, supplier identification, proposal analysis, evaluation of the energy efficiency and environmental compliance of products, suppliers and their processes, contract negotiation, supplier selection and contract placement. Ensures that the entire purchasing process is fit for purpose and adds business value to the organisation.Sales Proposal DevelopmentDevelops technical proposals to meet customer solution requirements and provide sales personnel with a competitive bid. Underlines the energy efficiency and environmental impact related to a proposal. Collaborates with colleagues to align the service or product solution with the organisations capacity to deliver.Channel ManagementDevelops the strategy for managing third party sales outlets. Ensures optimum commercial performance of the value-added resellers (VAR) channel through the provision of a coherent business and marketing strategy. Defines the targets for volume, geographic coverage and the industry sector for VAR engagements and structures incentive programmes to achieve complimentary sales results.Sales ManagementDrives the achievement of sales results through the establishment of a sales strategy. Demonstrates the added value of the organisations products and services to new or existing customers and prospects. Establishes a sales support procedure providing efficient response to sales enquiries, consistent with company strategy and policy. Establishes a systematic approach to the entire sales process, including understanding client needs, forecasting, prospect evaluation, negotiation tactics and sales closure.Contract ManagementProvides and negotiates contract in accordance with organisational processes. Ensures that supplier deliverables are provided on time, meet quality standards and comply with agreed service levels. Addresses non-compliance escalates significant issues, drives recovery plans and if necessary amends contracts. Maintains budget integrity. Assesses and addresses supplier compliance to legal, health and safety and security standards. Actively pursues regular supplier communication.Personnel DevelopmentDiagnoses individual and group competence, identifying skill needs and skill gaps. Reviews training and development options and selects appropriate methodology taking into account the needs of the individual and the business. Coaches and/ or mentors individuals and teams to address learning needs.Information and Knowledge ManagementIdentifies and manages structured and unstructured information and considers information distribution policies. Creates information structure to enable exploitation and optimisation of information for business benefit. Understands appropriate tools to be deployed to create, extract, maintain, renew and propagate business knowledge in order to capitalise from the information asset.Forecast DevelopmentInterprets market needs and evaluates market acceptance of products or services. Assesses the organisations potential to meet future production and quality requirements. Applies relevant metrics to enable accurate decision making in support of production, marketing, sales and distribution functions.Project and Portfolio ManagementImplements plans for a programme of change. Plans and directs a single or portfolio of ICT projects to ensure co-ordination and management of interdependencies. Orchestrates projects to develop or implement new, internal or externally defined processes to meet identified business needs. Defines activities, responsibilities, critical milestones, resources, skills needs, interfaces and budget. Develops contingency plans to address potential implementation issues. Delivers project on time, on budget and in accordance with original requirements. Creates and maintains documents to facilitate monitoring of project progress.Risk ManagementImplements the management of risk across information systems through the application of the enterprise defined risk management policy and procedure. Assesses risk to the organisations business, and documents potential risk and containment plans.Relationship ManagementEstablishes and maintains positive business relationships between the client and provider (internal or external) deploying and complying with organisational processes. Maintains regular communication with client/ partner/ supplier, and addresses needs through empathy with their environment and managing supply chain communications. Ensures that client/ partner/ supplier needs, concerns or complaints are understood and addressed in accordance with organisational policy.Process ImprovementMeasures effectiveness of existing ICT processes. Researches and benchmarks ICT process design from a variety of sources. Follows a systematic methodology to evaluate, design and implement process or technology changes for measurable business benefit. Assesses potential adverse consequences of process change.ICT Quality ManagementImplements ICT quality policy to maintain and enhance service and product provision. Plans and defines indicators to manage quality with respect to ICT strategy. Reviews quality performance indicators and recommends enhancements to influence continuous quality improvement.Business Change ManagementAssesses the implications of new IT solutions. Defines the requirements and quantifies the business benefits. Manages the deployment of change taking into account structural and cultural issues. Maintains business and process continuity throughout change, monitoring the impact, taking any required remedial action and refining approach.Information Security ManagementImplements information security policy. Monitors and takes action against intrusion, fraud and security breaches or leaks. Ensures that security risks are analysed and managed with respect to enterprise data and information. Reviews security incidents and makes recommendations for continuous security enhancement.IT GovernanceDefines, deploys and controls the management of information systems in line with business imperatives. Takes into account all internal and external parameters such as legislation and industry standard compliance to influence risk management and resource deployment to achieve balanced business benefit.4Provides leadership for the construction and implementation of long term innovative IS solutions.5Provides IS strategic leadership to reach consensus
and commitment from the management team of the enterprise.3Influences and prepares the final Service Level Agreement (SLA) and accounts for the final content.4Provides leadership to amend the enterprise strategy with respect to Service Level Agreements (SLA) in order to achieve forecasted results.3Exploits specialist knowledge to provide analysis of market environment etc.4Provides leadership for the creation of an information system strategy that meets the requirements of the business.5Applies strategic thinking and organisational leadership to exploit the capability of Information Technology to improve the business.2Acts systematically to document standard and simple elements of product or project.3Exploits specialist knowledge to create and maintain complex documents of the project or product.4Acts with wide ranging accountability to take responsibility for complete project or product plan.3Exploits specialist knowledge to define relevant ICT technology and specifications to be deployed in the construction of multiple ICT projects, applications or infrastructure improvements.4Acts with wide ranging accountability to define the strategy to implement ICT technology compliant with business need. Takes account of the current technology platform, obsolescent equipment and latest technological innovations.1Contributes to the design and general functional specification and interfaces.2Organises the overall planning of the design of the application.3Accounts for own and others actions in ensuring that the application is correctly integrated within a complex environment and complies with user/ customer needs.4Exploits wide ranging specialist knowledge of new and emerging technologies, coupled with a deep understanding of the business, to envision and articulate the solutions of the future. Provides expert guidance and advice, to the leadership teams in business and in technology, about potential innovations to support strategic decision-making.5Provides strategic leadership. Envisions and articulates future solutions and directs the organisation to build and exploit them.3Promotes awareness, training and commitment for the deployment of sustainable development and applies the necessary tools for piloting this approach.4Defines objective and strategy of sustainable IS development in accordance with the organisation’s sustainability policy.2Systematically develops small components.3Acts creatively to develop and integrate components into a larger product.4Handles complexity by developing standard procedures and architectures in support of cohesive product development.5Has ultimate responsibility for strategic direction of product, technical architecture or technology development.2Acts systematically to identify compatibility of software and hardware specifications. Documents all activities during installation and records deviations and remedial activities.3Accounts for own and others actions in the integration process. Complies with appropriate standards and change control procedures to maintain integrity of the overall system functionality and reliability.4Exploits wide ranging specialist knowledge to create a process for the entire integration cycle, including the establishment of internal standards of practice. Provides leadership to marshal and assign resources for programmes of integration.1Performs simple tests in strict compliance with detailed instructions.2Organises test programmes and builds scripts to stress test potential vulnerabilities. Records and reports outcomes providing analysis of results.3Exploits specialist knowledge to supervise complex testing programmes. Ensures tests and results are documented to provide input to subsequent process owners such as designers, users or maintainers. Accountable for compliance with testing procedures including a documented audit trail.1Performs under guidance and in accordance with detailed instructions, the removal or installation of individual components.2Acts systematically to build or deconstruct system elements. Identifies non performing components and establishes root cause of failure within the overall solution. Provides support to less experienced colleagues.3Accounts for own and others actions within solution provision activities including comprehensive communications with client. Exploits specialist knowledge to influence solution construction. Gives advice on aligning work processes and procedures with software upgrades.1Uses and applies standards to define document structure.2Determines documentation requirements taking into account the purpose and environment to which it applies.3Adapts the level of detail according to the objective of the documentation and the targeted population.1Routinely interacts with users, applies ICT-product, basic knowledge and skill to respond to user requests. Solves simple incidents, following prescribed procedures.2Systematically interprets user problems identifying the solutions and possible side effects. Uses experience to identifying user problems and interrogates database for potential solutions. Escalates complex or unresolved incidents to senior experts. Records and tracks user support procedures from outset to conclusion.3Manages the support process and is accountable for ensuring that agreed service levels are met. Plans resource allocation to ensure that the support is available with respect to the defined service level. Acts creatively, and seeks opportunities for continuous service improvement by analysing root causes. Manages the budget of the support function.2During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to service level agreement (SLA).3Ensures the integrity of the system by controlling the application of functional updates, software or hardware additions and maintenance activities. Complies with budget requirements.1Acts under guidance to record and track reliability data.2Systematically analyses performance data and communicates findings to senior experts. Escalates potential service level failures and recommends actions to improve service reliability. Tracks reliability data against service level agreement.3Programmes the schedule of operational tasks. Manages costs and budget according to the internal procedures and external constraints. Identifies people requirements to resource the operational management of the ICT infrastructure.2Identifies and classifies incident types and service interruptions. Records incidents cataloguing them by symptom and resolution.3Exploits specialist knowledge and in-depth understanding of the ICT infrastructure and problem management process to identify failures and resolve with minimum outage. Makes sound decisions in emotionally charged environments on appropriate action required to minimise business impact. Rapidly identifies failing component, selects alternatives such as repair, replace or reconfigure.4Provides leadership and is accountable for the entire problem management process. Schedules and ensures well trained human resources, tools, and diagnostic equipment are available to meet emergency incidents. Has depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime. Constructs escalation processes to ensure that appropriate resources can be applied to each incident.4Exploits depth of expertise and leverages external standards and best practices.5Provides strategic leadership to embed information security into the culture of the organisation.4Exploits wide ranging specialist knowledge to leverage and authorise the application of external standards and best practices.5Provides strategic leadership to embed ICT quality (i.e. metrics and continuous improvement) into the culture of the organisation.2Organises the identification of training needs; collates organisation requirements, identifies, selects and prepares schedule of training interventions.3Acts creatively to analyse skills gaps; elaborates specific requirements and identifies potential sources for training provision. Has specialist knowledge of the training market and establishes a feedback mechanism to assess the added value of alternative training programmes.2Understands and applies the principles of the procurement process; places orders based on existing supplier contracts. Ensures the correct execution of orders, including validation of deliverables and correlation with subsequent payments.3Exploits specialist knowledge to deploy the purchasing process, ensuring positive commercial relationships with suppliers. Selects suppliers, products and services by evaluating performance, cost, timeliness and quality. Decides contract placement and complies with organisational policies.4Provides leadership for the application of the organisations procurement policies and makes recommendations for process enhancement. Applies experience and procurement practice expertise to make ultimate purchasing decisions.2Organises collaboration between relevant internal departments, for example, technical, sales and legal. Facilitates comparison between customer requirement and available ‘off the shelf’ solutions.3Acts creatively to develop proposal incorporating a complex solution. Customises solution in a complex technical environment and ensures feasibility and technical validity of customer offer.4Interprets and influences customer needs and the reference business contexts, proposes consultancy projects, in order to provide the ideal customer solutions, i.e. behaves as a “consultative seller”.3Acts creatively to influence the establishment of a VAR network. Manages the identification and assessment of potential VAR members and sets up support procedures. VARs managed to maximise business performance.4Exploits wide ranging skills in marketing and sales to create the organisations VAR strategy. Establishes the processes by which VARs will be managed to maximise business performance.3Contributes to the sales process by effectively presenting products or services to clients.4Assesses and estimates appropriate sales strategies to deliver company results. Decides and allocates annual sales targets and adjusts incentives to meet market conditions.5Assumes ultimate responsibility for the sales performance of the organisation. Authorises resource allocation, prioritises product and service promotions, advises board directors of sales performance.2Acts systematically to monitor contract compliance and promptly escalate defaults.3Evaluates supplier contract performance by monitoring performance indicators. Assures performance of the complete supply chain. Influences the terms of contract renewal.4Provides Leadership for supplier contract compliance and is the final escalation point for issue resolution.2Briefs/ trains individuals and groups, holds courses of instruction.3Monitors and addressees the development needs of individuals and teams.4Takes proactive action and develops organisational processes to address the development needs of individuals, teams and the entire workforce.3Analyses Business processes and associated information requirements and provides the most appropriate information structure.4Integrates the appropriate information structure into the corporate environment.5Correlates information and knowledge to create value for the business. Applies innovative solutions based on information retrieved.3Exploits skills to provide short-term forecast using market inputs and assessing the organisations production and selling capabilities4Acts with wide ranging accountability for the production of a long-term forecast. Understands the global marketplace, identifying and evaluating relevant inputs from the broader business, political and social context.2Understands and applies the principles of project management and applies methodologies, tools and processes to manage simple projects.3Accounts for own and others activities, working within the project boundary, making choices and giving instructions; manages and supervises relationships within the team; plans and establishes team objectives and outputs and documents results.4Exploits wide ranging skills in project management to work beyond project boundary. Manages complex projects or programmes, including interaction with others. Influences project strategy by proposing new or alternative solutions. Takes overall responsibility for project outcomes, including finance and resource management. Is empowered to revise rules and choose standards.5Provides strategic leadership for extensive interrelated programmes of work to ensure that Information Technology is a change enabling agent and delivers benefit in line with overall business strategic aims. Applies extensive business and technological mastery to conceive and bring innovative ideas to fruition.2Understands and applies the principles of risk management and investigates ICT solutions to mitigate identified risks3Decides on appropriate actions required to adapt security and address risk exposure. Evaluates, manages and ensures validation of exceptions; audits ICT processes and environment.4Provides leadership to define and make applicable a policy for risk management by considering all the possible constraints, including technical, economic and political issues. Delegates assignments.2Positively interacts with clients.3Accounts for own and others actions in managing a limited client base.4Provides leadership for large or many client relationships. Authorises investment in new and existing relationships. Leads the design of a workable procedure for maintaining positive business relationships.3Exploits specialist knowledge to research existing ICT processes and solutions in order to define possible innovations. Makes recommendations based on reasoned arguments.4Provides leadership and authorises implementation of innovations and improvements that will enhance competitiveness or efficiency. Demonstrates to senior management the business advantage of potential changes.2Communicates and monitors application of the organisations quality policy.3Evaluates quality management indicators and processes based on ICT quality policy and proposes remedial action.4Assesses and estimates the degree to which quality requirements have been met and provides leadership for quality policy implementation. Provides cross functional leadership for setting and exceeding quality standards.3Evaluates change requirements and exploits specialist skills to identify possible methods and standards that can be deployed.4Provides leadership to plan, manage and implement significant IT led business change.5Applies pervasive influence to imbed organisational change.2Systematically scans the environment to identify and define vulnerabilities and threats. Records and escalates non-compliance.3Evaluates security management measures and indicators and decides if compliant to information security policy. Investigates and instigates remedial measures to address any security breaches.4Provides leadership for the integrity, confidentiality and availability of data stored on information systems and complies with all legal requirements.4Provides leadership for IT governance strategy by communicating, propagating and controlling relevant processes across the entire IT infrastructure.5Defines and aligns the IT governance strategy incorporating it into the organisations corporate governance strategy. Adapts the IT governance strategy to take into account new significant events arising from legal, economic, political, business or environmental issues.business strategy concepts trends and implications of ICT internal or external developments for typical organisationsthe potential and opportunities of relevant business modelsthe business aims and organisational objectivesthe issues and implications of sourcing modelsanalyse future developments in business process and technology applicationdetermine requirements for processes related to ICT servicesidentify and analyse long term user/ customer needscontribute to the development of ICT strategy and policycontribute to the development of the business strategyservice level agreement documentationhow to compare and interpret management datathe elements forming the metrics of service level agreementshow service delivery infrastructures workimpact of service level non-compliance on business performanceanalyse service provision recordsevaluate service provision against service level agreementnegotiate realistic service level targetsuse relevant quality management techniquesanticipate and mitigate against potential service disruptionsbusiness plan elements and milestonesthe present and future market size and needscompetition and SWOT analysis techniques (for product features and also the external environment)value creation channelsprofitability elementsthe issues and implications of sourcing modelsfinancial planning and dynamicsaddress and identify essential elements of product or solution value propositionsdefine the appropriate value creation channelsbuild a detailed SWOT analysisgenerate short and long term performance reports (e.g. financial, profitability, usage and value creation)identify main milestones of the planeffective frameworks for project governancetypical KPI (key performance indicators)basic decision-making methodsidentify all potential targets for the product or projectdefine the communication plan; identify key users and create related documentationproduce project and quality plans including milestonesensure and manage adequate information for decision makersmanage the change request processarchitecture frameworks and systems design toolssystems architecture requirements: performance, maintainability, extendibility, scalability, availability, security and accessibilitycosts, benefits and risks of a system architecturethe company’s enterprise architecture and internal standardsprovide expertise to help solve complex technical problems and ensure best architecture solutions areimplementeduse knowledge in various technology areas to build and deliver the enterprise architectureunderstand the business objectives/ drivers that impact the architecture component (data, application, security, development etc.)assist in communication of the enterprise architecture and standards, principles and objectives to the application teamsdevelop design patterns and models to assist system analysts in designing consistent applicationsrequirements modelling and need analysis techniquessoftware developments methods and their rationale (e.g. prototyping, agile methods, reverseengineering, etc.)metrics related to application developmentuser interface design principleslanguages for formalising functional specificationexisting applications and related architectureDBMS, Data Warehouse, DSS … etc.identify customers, users, stakeholderscollect, formalise and validate functional and no-functional requirementsapply estimation models and data to evaluate costs of different software lifecycle phasesevaluate the use of prototypes to support requirements validationdesign, organise and monitor the overall plan for the design of applicationdesign functional specification starting from defined requirementsevaluate the suitability of different application development methods for the current scenarioemerging technologies and the relevant market applicationsmarket needsrelevant sources of information (e.g. magazines, conferences and events, news letters, opinion leaders, etc.)the rules of discussions in web communitiesmonitor sources of information and continuously follow the most promisingidentify vendors and providers of the most promising solutions; evaluate, justify and propose the most appropriateidentify business advantages and improvements of adopting emerging technologiescreate a proof of conceptmetrics and indicators related to sustainable developmentcorporate social responsibility (CSR) of stakeholders within the IT infrastructuremonitor and measures the IT energy consumptionapply recommendations in projects to support latest sustainable development strategiesmaster regulatory constraints and international standards related to IT sustainabilityappropriate software programs/ modules, DBMS and programming languageshardware components, tools and hardware architecturesfunctional and technical designingstate of the art technologiesprogramming languagespower consumption models of software and/ or hardwareexplain and communicate the design/ development to the customerperform and evaluate test results against product specificationsapply appropriate software and/ or hardware architecturesdesign and develop hardware architecture, user interfaces, business software components and embedded software componentsmanage and guarantee high levels of cohesion and quality in complex software developmentsuse data modelsold, existing and new hardware components/ software programs/ modulesthe impact that system integration has on existing system/ organisationinterfacing techniques between modules, systems and componentsintegration testing techniquesmeasure system performance before, during and after system integrationdocument and record activities, problems and related repair activitiesmatch customers’ needs with existing productsverify that integrated systems capabilities and efficiency match specificationssecure/ back-up data to ensure integrity during system integrationtechniques, infrastructure and tools to be used in the testing processthe lifecycle of a testing processthe different sorts of tests (functional, integration, performance, usability, stress etc.)national and international standards defining quality criteria for testingcreate and manage a test planmanage and evaluate the test processdesign tests of ICT systemsprepare and conduct tests of ICT systemsreport and document tests and resultsperformance analysis techniquestechniques related to problem management (operation, performance, compatibility)software packaging and distribution methods and techniquesthe impacts of deployment on the current architecturethe technologies and standards to be used during the deploymentorganise deployment workflow and product roll-out activitiesorganise and plan beta-test activities, testing solution in its final operational environmentconfigure components at any level to guarantee correct overall interoperabilityidentify and engage expertise needed to solve interoperability problemsorganise and control initial support service provision including user training during system start-uporganise population of data bases and manage data migrationtools for production, editing and distribution of professional documentstools for multimedia presentation creationdifferent technical documents required for designing, developing and deploying products, applications and servicesobserve and deploy effective use of corporate standards for publicationsprepare templates for shared publicationsorganise and control content management workflowkeep publications aligned to the solution during the entire lifecyclerelevant ICT user applicationsdatabase structures and content organisationcorporate escalation proceduressoftware distribution methods and procedures for fix application and file transmission methodologies applicable to software fixessources of information for potential solutionseffectively interrogate users to establish symptomsanalyse symptoms to identify broad area of user error or technical failuredeploy support tools to systematically trace source of error or technical failureclearly communicate with end users and provide instructions on how to progress issuesrecord and code issues to support growth and integrity of online support toolsfunctional specifications of the information systemthe existing ICT application technical architecturehow business processes are integrated and their dependency upon ICT applicationschange management tools and techniquesshare functional and technical specifications with ICT teams in charge of the maintenance and evolution of ICT solutionsmanage communications with ICT teams in charge of the maintenance and the evolution of information systems solutionsanalyse the impact of functional/ technical changes on usersanticipate all actions required to mitigate the impact of changes (training, documentation, new processes…)how to interpret IT service delivery requirementsbest practices and standards in IT service delivery.how to monitor service deliveryhow to record service delivery actions and to identify failuresapply the processes which comprise the organisations IT service delivery strategyfill in and complete documentation used in IT service deliveryanalyse service delivery provision and report outcomes to senior colleaguesthe organisations overall ICT infrastructure and key componentsthe organisations reporting proceduresthe organisations critical situation escalation proceduresthe application and availability of diagnostic toolsthe link between system infrastructure elements and impact of failure on related business processes.monitor progress of issues throughout lifecycle and communicate effectivelyidentify potential critical component failures and take action to mitigate effects of failureconduct risk management audits and act to minimise exposuresallocate appropriate resources to maintenance activities, balancing cost and riskcommunicate at all levels to ensure appropriate resources are deployed internally or externally to minimise outagesthe potential and opportunities of relevant standards and best practicesthe impact of legal requirements on information securitythe information strategy of the organisationpossible security threatsdevelop and critically analyse the company strategy for information securitydefine, present and promote an information security policy for approval by the senior management of the organisationapply relevant standards, best practices and legal requirements for information securityanticipate required changes to the organisations information security strategy and formulate new planspropose effective contingency measuresthe major information technology industry frameworks - COBIT, ITIL, CMMI, ISO - and their implications for corporate ICT governancethe information strategy of the organisationdefine an ICT quality policy to meet the organisations standards of performance and customer satisfaction objectivesidentify quality metrics to be usedapply relevant standards and best practices to maintain information qualityappropriate pedagogical approaches and education delivery methods e.g. classroom, online, text, dvd..the competitive market for educational offeringtraining needs analysis methodologiesorganise training and education schedules to meet market needsidentify and maximise use of resources required to deliver a cost effective schedulepromote and market education and training provisionanalyse feedback data and use it to drive continuous improvement of education and training deliverydesign curricula and training programmes to meet client ICT education needstypical purchase contract terms and conditionsown organisation purchasing policiesfinancial models e.g. discount structuresthe current market for relevant products or servicesthe issues and implications of outsourcing servicesinterpret product/ service specificationsnegotiate terms, conditions and pricinganalyse received proposals/ offersmanage the purchasing budgetlead purchase process improvementanalyse the energy efficiency and environmental-related aspects of a proposalcustomer needsinternally adopted sales and marketing techniqueslegal requirementsinternal business practicesproduct or service unique selling pointsconstruct the framework for proposal documentationco-ordinate and facilitate multidiscipline teams contributing to the proposalinterpret the terms and conditions of the tender documentationevaluate the strengths and weaknesses of potential competitorsensure that a proposal is of high quality and is submitted on timecommunicate the energy efficiency and environmental-related aspects of a proposalthe competition (what and where)the market distribution across the fieldsales channel typologies (e.g. direct sales, VAR, web marketing)incentive policiesuser experience of each channel typechoose the best sales channel according to the product or solution being delivereddefine discounts according to the competitive environmentselect value added retailers based on thorough analyses, plan and make contactsmonitor and supervise channel performances in line with sales forecast and able to define corrective actions if necessaryapply web marketing methodscustomer organisation (needs, budget allocation and decision makers)company specific processes (sales, ITIL, etc.)market trends and own service offering portfoliolegal, financial and contractual rulesproject management procedurescurrent market imperatives e.g. risks, changes, innovationdevelop strong co-operation between customers and own organisationkeep abreast of market news e.g. risks, changes, innovations and communicate to internal business units, to improve service and product portfolioreact proactively to customer business changes and communicate them internallygenerate sustainable customer relationshipsanalyse sales performance to build forecasts and develop a tactical sales planapplicable service level agreementscompany policy for contract managementlegal regulations applicable to ICT contractsfoster positive relationships with suppliers and customersnegotiate contract terms and conditionsapply judgement and flexibility in contract negotiations compliant with internal rules and policiescompetence development methodscompetence and skill needs analysis methodologieslearning and development support methods (e.g. coaching, teaching)ICT technologies and processes with an overview perspectiveidentify competence and skill gapsidentify and recommend work based development opportunitiesincorporate within routine work processes, opportunities for skills developmentcoach on learning processesmethods to analyse unstructured information and business processesIT devices and tools applicable for the storage and retrieval of datagather internal and external knowledge and information needsformalise customer requirementstranslate/ reflect business behaviour into structured informationmake information availablemarket size and relevant fluctuationsaccessibility of the market according to current conditions (e.g. government policies, emerging technologies, social and cultural trends, etc.)the extended supply chain operationlarge scale data analysis techniques (data mining)apply what-if techniques to produce realistic outlooksgenerate sales forecasts in relation to current market sharegenerate production forecasts taking into account manufacturing capacitycompare sales and production forecasts and analyse potential mismatchesinterpret external research data and analyse informationa project methodology, including approaches to define project steps and tools to set up action planstechnologies to be implemented within the projectcompany business strategy and business processesdevelopment and compliance to financial plans and budgetsidentify project risks and define action plans to mitigatedefine a project plan by breaking it down into individual project taskscommunicate project progress to all relevant parties reporting on topics such as cost control, schedule achievements, quality control, risk avoidance and changes to project specificationsdelegate tasks and manage team member contributions appropriatelymanage external, contracted resources to achieve project objectivesoptimise project portfolio timelines and delivery objectives by achieving consensus on stakeholder prioritiescorporate values and interests to apply risk analysis tothe return on investment compared to risk avoidancegood practices (methodologies) and standards in risk analysisdevelop risk management plan to identify required preventative actionscommunicate and promote the organisations risk analysis outcomes and risk management processesdesign and document the processes for risk analysis and managementapply mitigation and contingency actionsclient or internal organisation processes including, decision making, budgets and management structureclient business objectivesown organisation business objectiveshow to measure and apply resources to meet customer requirementscustomer business challenges and risksdeploy empathy to customer needsidentify potential win win opportunities for client and own organisationestablish realistic expectations to support development of mutual trustmonitor ongoing commitments to ensure fulfilmentcommunicate good and bad news to avoid surprisesresearch methods, benchmarks and measurements methodsevaluation, design and implementation methodologiesexisting internal processesrelevant developments in ICT and the potential impact on processescompose, document and catalogue essential processes and procedurespropose process changes to facilitate and rationalise improvementswhich methods, tools and procedure are applied within the organisation and where they should be appliedthe IS internal quality audit approachregulations and standards in energy efficiency and e-wasteillustrate how methods, tools and procedures can be applied to implement the organisations quality policyevaluate and analyse process steps to identify strengths and weaknessesassist process owners in the choice and use of measures to evaluate effectiveness and efficiency of the overall processmonitor, understand and act upon quality indicatorsperform quality auditsthe implications on business of new ICT solutionsthe implications on organisation and human resources issues of new ICT solutionsthe impact of new ICT solutions on legal issuesanalyse costs and benefits of implementing new ICT solutionsselect appropriate ICT solutions based upon benefit, risks and overall impactconstruct and document a plan for implementation of process enhancementsapply project management standards and toolsthe organisations security management policy and its implications for engagement with customers, suppliers and subcontractorsthe best practices and standards in information security managementthe critical risks for information security managementthe IS internal audit approachdocument the information security management policy, linking it to business strategyanalyse the company critical assets and identify weaknesses and vulnerability to intrusion or attackestablish a risk management plan to feed and produce preventative action plansperform security auditsthe IT infrastructure and the business organisationthe business strategy of the companythe business valuesthe legal requirementsmanage applicable governance modelsanalyse the business context of the company and its evolutiondefine and implement appropriate key performance indicators (KPI’s)communicate the value, risks and opportunities derived from the IS strategy