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SD-skill-matrix
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SD-skill-matrix
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1. Has a positive attitude towards the end-user, colleagues and the other teams
► 1.1 Communicates properly with the end-user (verbally) and considers the relevant information/tools at his/her disposal
► 1.2 Communicates properly with the end-user (in written) and considers the relevant information/tools at his/her disposal
► 1.3 Communicates properly within the team
► 1.4 Communicates properly with other teams
► 1.5 Alerts the concerned team when (re)assigning incidents in case of urgency
2. Proactively learns new technical skills when the opportunity arises
► 2.1 Learns proactively (acquiring new skills/knowledge on occasions other than when the immediate need is there)
► 2.2 Is doing efforts to become knowledgeable about the systems within the IT environment
► 2.3 Aims at mastering business productivity software (MS Office, MS SharePoint, Skype)
► 2.4 Learns about identity (AD) and extending identity to the cloud (ADFS, AAD)
3. Can describe the IT service offering
► 3.1 Understands all articles related to workplace
► 3.2 Understands all articles related to access
► 3.3 Understands all articles related to file sharing
► 3.4 Understands all articles related to software
► 3.5 Understands all articles related to servers
4. Can describe the building blocks/processes that make up the standard workstation and can locate its technical documentation
► 4.1 Can describe the laptop/workstation hardware standards
► 4.2 Can describe the standard workstation its pre-installed software
► 4.3 Can describe most relevant customizations specific to the standard OS build
► 4.4 Can locate up-to-date technical documentation related to the standard workstation
► 4.5 Can locate a list of optional (standardized) software
► 4.6 Understands the design process of a standard workstation
5. Can describe all stages of a laptop/workstation, mobile device and printer delivery
► 5.1 Understands the build process of a standard workstation
► 5.2 Can describe the flow of a standard workstation preparation and delivery
► 5.3 Can describe the flow of a mobile device delivery
► 5.4 Can describe the flow of a MFP printer delivery
► 5.5 Can describe the process of a new MFP printer implementation
6. Can locate technical documentation relevant to the most critical business applications
► 6.1 Can name the most critical business applications
► 6.2 Can locate technical documentation related to critical business applications
► 6.3 Can describe the commonly used 4-tier deployment architectures
7. Can independently search for relevant information/procedures
► 7.1 Can describe how to consult the IT department document repository
► 7.2 Understands that information is to be actively gathered and in an accurate manner
► 7.3 Understands that the SPOC is available to assist in case needed
8. Adequately applies procedures
► 8.1 In case of major service interruptions, immediately follows the major incident procedure
► 8.2 Takes the correct action handling security related incidents
► 8.3 Takes the correct action handling P1 & P2 escalations/reassignments/updates
► 8.4 Takes the correct action handling critical business application escalations/reassignments/updates (incl. categorization)
► 8.5 Applies the VIP process
► 8.6 Quickly detects urgent mails in the mailbox for immediate treatment
► 8.7 Applies the PC failure process
► 8.8 Takes the correct action when an end-user/manager informs about the status/urgency of a ticket
► 8.9 Encodes incidents correctly (incl. categorization)
► 8.10 Calls the end-user back to get the outcome of a reboot or test
► 8.11 Applies the user unreachable process
9. Understands the ITIL concepts incident, request, SPOC and can specify where the company deviates from the standard
► 9.1 Notices the difference between an incident and a request and acts accordingly
► 9.2 Handles software installation requests correctly
► 9.3 Understands the company its definition of consumables
► 9.4 Understands which type of requests are encoded by his/her team
► 9.5 Understands Service Desk acts as a SPOC for all IT related matters
10. Understands his/her mission as an SD operator and acts accordingly
► 10.1 Handles effectively within his/her scope to keep the service interruption as short and painless as possible
► 10.2 Minds the SLA's at all time and acts accordingly
► 10.3 Properly monitors the call queue, ticket queue and the mailbox
► 10.4 Alerts his/her team leader in case of abnormalities which are negatively impacting the SLA's
► 10.5 Minds his/her priorities at all time: calls, self-service tickets, backlog, improve
► 10.6 Minds his/her KPI's at all time
11. Adequately gathers contextual information
► 11.1 Gathers details about incident impact from the viewpoint of the end-user (for incident escalations)
► 11.2 Gathers end-user availability information (for incident escalations)
12. Adequately troubleshoots, diagnoses and formulates technical issues
► 12.1 Adequately diagnoses incidents asking the right questions
► 12.2 Adequately applies solutions as described in the knowledge base
► 12.3 Applies the correct procedure to obtain help troubleshooting before escalating to another team
► 12.4 Properly translates the incident with an acceptable level of technical detail
13. Swiftly and accurately encodes his/her actions
► 13.1 Understands that every action needs to be traceable in the ticketing tool in real-time
► 13.2 Ensures the other teams receive the maximum of information by encoding accordingly
14. Reads and answers his/her internal e-mails
► 14.1 Reads his/her internal e-mails (to be aware about ongoing incidents and planned interventions)
► 14.2 Answers his/her internal e-mails (so that information gets where it is needed)
15. Communicates and collaborates within the team
► 15.1 Informs his/her team about high impact incidents
► 15.2 Respects the mail handling process
► 15.3 Is doing efforts updating the knowledge base
16. Understands the targeting methods used to deploy standardized applications
► 16.1 Can describe all the targeting methods used to deploy standardized applications
► 16.2 Understands all the targeting methods used to deploy standardized applications (conceptually)
17. Adequately troubleshoots the tools used to deploy standardized applications
► 17.1 Adequately troubleshoots SCCM client issues
► 17.2 Adequately troubleshoots RDP/Citrix connectivity issues
► 17.3 Adequately handles failed workstation deployments
18. Understands the targeting methods used to install non-standardized applications
► 18.1 Can describe all the targeting methods used to deploy non-standardized applications
► 18.2 Understands all the targeting methods used to deploy non-standardized applications (conceptually)
19. Adequately troubleshoots the tools used to install non-standardized applications
► 19.1 Adequately troubleshoots LAR account issues
► 19.2 Adequately handles failed software installations (non-standardized applications)
20. Adequately troubleshoots all types of remote access system issues
► 20.1 Can describe the client checks required for RAS connectivity (standard workstation)
► 20.2 Adequately troubleshoots RAS issues
► 20.3 Adequately troubleshoots RAS 3rd-party issues