Incident and problem management

Spark Trajectory Intranet and Digital Workplace Skills Matrix > This skill is in the Technology and IT management domain

Skill description

Skills related to the management of occasional and recurrent issues with the delivery of an IT service.

Incident and problem management skill levels

Apprentice

Participates in ticketing processes to resolve problems and incidents alongside other delivery and support teams.

Practitioner

Leads investigations into resolving an incident of problem alongside other service delivery teams.

Master

Works with existing service delivery teams to define and refine support processes and if necessary to detail appropriate exceptions.

Skills related to Incident and problem management

Platform management

Other skills in the Technology and IT management domain

Business analysis and requirements specification
IT change management
IT strategy
Incident and problem management
Information security
Platform management
Risk management
Systems development/ configuration
Systems testing

Errors? Disagreements? Omissions?

We have hopefully created this competency matrix with thought and care. It is not the only competency framework in the world, and relates specifically to the intranet and digital workplance profession. It therefore concentrates on some things and ignores others.

If you find an error, disagree wholeheartly or feel there is a glaring ommission we'd love to know.

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License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Creative Commons License

Attribution-NonCommercial 4.0 International (CC BY-NC 4.0)

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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.