Skill Descriptions by Name

Question 1

Configuration Management
CFMG

Answer 1

The lifecycle planning, control and management of the assets of an organisation (such as documentation, software and service assets, including information relating to those assets and their relationships. This involves identification, classification and specification of all configuration items (CIs) and the interfaces to other processes and data. Required information relates to storage, access, service relationships, versions, problem reporting and change control of CIs. The application of status accounting and auditing, often in line with acknowledged external criteria such as ISO 9000, ISO/IEC 20000, ISO/IEC 27000 and security throughout all stages of the CI lifecycle, including the early stages of system development.

CFMG 2-6

Question 2

Capacity Management
CPMG

Answer 2

The management of the capability, functionality and sustainability of service components (including hardware, software, network resources and software/infrastructure as a Service) to meet current and forecast needs in a cost efficient manner aligned to the business. This includes predicting both long-term changes and short-term variations in the level of capacity required to execute the service, and deployment, where appropriate, of techniques to control the demand for a particular resource or service.

CPMG 4-6

Question 3

Continuity Management
COPL

Answer 3

The provision of service continuity planning and support. This includes the identification of information systems which support critical business processes, the assessment of risks to those systems’ availability, integrity and confidentiality and the co-ordination of planning, designing, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity. This function should be performed as part of, or in close cooperation with, the function which plans business continuity for the whole organisation.

COPL 4-5

Question 4

Database Design
DBDS

Answer 4

The specification, design and maintenance of mechanisms for storage and access to both structured and unstructured information, in support of business information needs.

DBDS 2-6

v6: Name changed (previously ‘Database/Repository Design’).

Question 5

Incident Management
USUP

Answer 5

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

USUP 2-5

v6: Name changed (previously ‘Service Desk and Incident Management’).
Removed skill level 1 (see CSMG1).

Question 6

Sustainability Management
SUMI

Answer 6

The specification, planning and management of changes to assets, systems, processes or practices intended to reduce or constrain consumption and/or disposal of energy or materials, within the context of company strategy and policy, and regulatory and contractual requirements. The evaluation of changes to ensure that planned benefits have been obtained. The specification of remedial and process improvement actions in cases where planned benefits have not been obtained. The identification and planning of alternative sources of supply.

SUMI 5-6

v6: Name changed (previously ‘Sustainability Management for IT’).

Question 7

IT Strategy and Planning
ITSP

Answer 7

The creation, iteration and maintenance of a strategy in order to align IT plans with business objectives and the development of plans to drive forward and execute that strategy. Working with stakeholders to communicate and embed strategic management via objectives, accountabilities and monitoring of progress.

ITSP 5-7

v6: New skill.

Question 8

Customer Service Support
CSMG

Answer 8

The management and operation of one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.

CSMG 1-6

v6: Name changed (previously ‘Client Services Management’).

Question 9

Sourcing
SORC

Answer 9

The provision of policy, internal standards and advice on the procurement or commissioning of externally supplied and internally developed products and services. The provision of commercial governance, conformance to legislation and assurance of information security. The implementation of compliant procurement processes, taking full account of the issues and imperatives of both the commissioning and supplier sides. The identification and management of suppliers to ensure successful delivery of products and services required by the business.

SORC 2-7

v6: New skill.

Question 10

Programming/Software Development
PROG

Answer 10

The design, creation, testing and documenting of new and amended software components from supplied specifications in accordance with agreed development and security standards and processes.

PROG 2-5

Question 11

Business Analysis
BUAN

Answer 11

The methodical investigation, analysis, review and documentation of all or part of a business in terms of business functions and processes, the information used and the data on which the information is based. The definition of requirements for improving processes and systems, reducing their costs, enhancing their sustainability, and the quantification of potential business benefits. The collaborative creation and iteration of viable specifications and acceptance criteria in preparation for the deployment of information and communication systems.

BUAN 3-6

Question 12

Change Implementation Planning and Management
CIPM

Answer 12

The definition and management of the process for deploying and integrating new digital capabilities into the business in a way that is sensitive to and fully compatible with business operations.

CIPM 5-6

Question 13

Testing
TEST

Answer 13

The planning, design, management, execution and reporting of tests, using appropriate testing tools and techniques and conforming to agreed process standards and industry specific regulations. The purpose of testing is to ensure that new and amended systems, configurations, packages, or services, together with any interfaces, perform as specified (including security requirements) , and that the risks associated with deployment are adequately understood and documented. Testing includes the process of engineering, using and maintaining testware (test cases, test scripts, test reports, test plans, etc) to measure and improve the quality of the software being tested.

TEST 1-6

Question 14

Service Level Management
SLMO

Answer 14

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.

SLMO 2-7

Question 15

Learning Design and Development
TMCR

Answer 15

The specification, design, creation, packaging and maintenance of materials and resources for use in learning and development in the workplace or in compulsory, further or higher education. Typically involves the assimilation of information from existing sources, selection and re-presentation in a form suitable to the intended purpose and audience. Includes instructional design, content development, configuration and testing of learning environments, and use of appropriate current technologies such as audio, video, simulation and assessment. May include third party accreditation.

TMCR 4-6

v6: Added skill level 6.

Question 16

Analytics
INAN

Answer 16

The validation and analysis of significant volumes of data, including the ability to discover and quantify patterns and trends in numbers, symbols, text, sound and image. Relevant techniques may include statistical and data mining algorithms and machine learning methods such as rule induction, artificial neural networks, genetic algorithms and automated indexing systems.

INAN 3-7

v6: Name changed (previously ‘Information Analysis’).

Question 17

IT Infrastructure
ITOP

Answer 17

The operation and control of the IT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support IT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, the building and management of systems and components in virtualised computing environments and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability.

ITOP 1-4

v6: Name changed (previously ‘IT Operations’).

Question 18

Information Content Publishing
ICPM

Answer 18

The evaluation and application of different publishing methods and options, recognising key features, including open source and proprietary options. The management and tuning of the processes that collect, assemble and publish information, including in unstructured and semi-structured forms, for delivery to the user at the point at which it is needed. The management of copyright, data protection and other legal issues associated with publishing and re-use of published information and data.

ICPM 1-6

Question 19

Contract Management
ITCM

Answer 19

The overall management and control of the operation of formal contracts for supply of products and services.

ITCM 4-6

Question 20

Safety Engineering
SFEN

Answer 20

The application of appropriate methods to assure safety during all lifecycle phases of safety-related systems developments, including maintenance and re-use. These include safety hazard and risk analysis, safety requirements specification, safety-related system architectural design, formal method design, safety validation and verification, and safety case preparation.

SFEN 3-6

Question 21

Learning Delivery
ETDL

Answer 21

The transfer of business and/or technical skills and knowledge and the promotion of professional attitudes in order to facilitate learning and development. Uses a range of techniques, resources and media (which might include eLearning, on-line virtual environments, self-assessment, peer-assisted learning, simulation, and other current methods).

ETDL 3-5

Question 22

Methods and Tools
METL

Answer 22

Ensuring that appropriate methods and tools for the planning, development, testing, operation, management and maintenance of systems are adopted and used effectively throughout the organisation.

METL 4-6

Question 23

Enterprise and Business Architecture
STPL

Answer 23

The creation, iteration, and maintenance of structures such as enterprise and business architectures embodying the key principles, methods and models that describe the organisation’s future state, and that enable its evolution. This typically involves the interpretation of business goals and drivers; the translation of business strategy and objectives into an “operating model”; the strategic assessment of current capabilities; the identification of required changes in capabilities; and the description of inter-relationships between people, organisation, service, process, data, information, technology and the external environment. The architecture development process supports the formation of the constraints, standards and guiding principles necessary to define, assure and govern the required evolution; this facilitates change in the organisation’s structure, business processes, systems and infrastructure in order to achieve predictable transition to the intended state.

STPL 5-7

v6: Name changed (previously ‘Enterprise and Business Architecture Development’).

Question 24

Database Administration
DBAD

Answer 24

The installation, configuration, upgrade, administration, monitoring and maintenance of databases.

DBAD 2-5

Question 25

User Experience Evaluation **USEV**

Answer 25

Evaluation of systems, products or services, to assure that the stakeholder and organisational requirements have been met, required practice has been followed, and systems in use continue to meet organisational and user needs. Iterative assessment (from early prototypes to final live implementation) of effectiveness, efficiency, user satisfaction, health and safety, and accessibility to measure or improve the usability of new or existing processes, with the intention of achieving optimum levels of product or service usability. **USEV 2-6** v6: Added skill level 6.

Question 26

Quality Management **QUMG**

Answer 26

The application of techniques for monitoring and improvement of quality to any aspect of a function or process. The achievement of, and maintenance of compliance to, national and international standards, as appropriate, and to internal policies, including those relating to sustainability and security. **QUMG 4-7** v6: Added skill level 4.

Question 27

Digital Forensics **DGFS**

Answer 27

The collection, processing, preserving, analysing, and presenting of computer-related evidence in support of security vulnerability mitigation and/or criminal, fraud, counterintelligence, or law enforcement investigations. **DGFS 4-6** v6: New skill.

Question 28

Conformance Review **CORE**

Answer 28

The independent assessment of the conformity of any activity, process, deliverable, product or service to the criteria of specified standards, best practice, or other documented requirements. May relate to, for example, asset management, network security tools, firewalls and internet security, sustainability, real-time systems, application design and specific certifications. **CORE 3-6**

Question 29

Learning and Development Management **ETMG**

Answer 29

The provision of learning and development processes (including learning management systems) in order to develop the professional, business and/or technical skills required by the organisation. **ETMG 3-7**

Question 30

Technical Specialism **TECH**

Answer 30

The development and exploitation of expertise in any specific area of information or communications technology, technique, method, product or application area. **TECH 4-6**

Question 31

Organisation Design and Implementation **ORDI**

Answer 31

The design and implementation of an integrated organisation structure, role profiles, culture, performance measurements, competencies and skills, to facilitate strategies for change and for training to enable the change. The identification of key attributes of the culture and the key principles and factors for addressing location strategy. **ORDI 5-6**

Question 32

Sustainability Strategy **SUST**

Answer 32

The preparation of a sustainability strategy, taking into account any established corporate strategy, to be used as a basis for policies and planning, and covering both consumption and sources of supply of energy and materials. Evaluation and inclusion, as appropriate, of political, legislative, economic, social and technological factors. Identification of major external standards, practices or schemes to be adopted. Consultation with identified relevant parties, either internal or external. Obtaining agreement to the strategy and the commitment to act upon it. **SUST 4-6** v6: Added skill level 4.

Question 33

Business Process Improvement **BPRE**

Answer 33

The identification of new and alternative approaches to performing business activities. The analysis of business processes, including recognition of the potential for automation of the processes, assessment of the costs and potential benefits of the new approaches considered and, where appropriate, management of change, and assistance with implementation. May include the implementation of a process management capability/discipline at the enterprise level. **BPRE 5-7**

Question 34

Business Risk Management **BURM**

Answer 34

The planning and implementation of organisation-wide processes and procedures for the management of risk to the success or integrity of the business, especially those arising from the use of information technology, reduction or non-availability of energy supply or inappropriate disposal of materials, hardware or data. **BURM 4-7**

Question 35

Information Systems Coordination **ISCO**

Answer 35

Typically within a large organisation in which the information strategy function is devolved to autonomous units, or within a collaborative enterprise of otherwise independent organisations, the coordination of information strategy matters where the adoption of a common approach (such as shared services) would benefit the organisation. **ISCO 6-7**

Question 36

Sustainability Assessment **SUAS**

Answer 36

The evaluation of the sustainability of operational or planned services, devices and day-to-day operations such as travel. The establishment of a model or scheme to track changes in consumption over time and to generate feedback to enable improvements in energy or resource efficiency. The identification of areas requiring attention, and the initiation of actions to change or control the procurement of energy or other resources, so as to improve sustainability. **SUAS 4-6**

Question 37

Safety Assessment **SFAS**

Answer 37

The assessment of safety-related software systems to determine compliance with standards and required levels of safety integrity. This involves making professional judgements on software engineering approaches, including the suitability of design, testing, and validation and verification methods, as well as the identification and evaluation of risks and the means by which they can be reduced. The establishment, maintenance and management of an assessment framework and practices. **SFAS 5-6**

Question 38

IT Management **ITMG**

Answer 38

The management of the IT infrastructure and resources required to plan for, develop, deliver and support IT services and products to meet the needs of a business. The preparation for new or changed services, management of the change process and the maintenance of regulatory, legal and professional standards. The management of performance of systems and services in terms of their contribution to business performance and their financial costs and sustainability. The management of bought-in services. The development of continual service improvement plans to ensure the IT infrastructure adequately supports business needs. **ITMG 5-7**

Question 39

Problem Management **PBMG**

Answer 39

The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. **PBMG 3-5**

Question 40

Project Management **PRMG**

Answer 40

The management of projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs, acquiring and utilising the necessary resources and skills, within agreed parameters of cost, timescales, and quality. **PRMG 4-7**

Question 41

Resourcing **RESC**

Answer 41

The overall resource management of the workforce to enable effective operation of the organisation. Provision of advice on any aspect of acquiring resources, including employees, consultants and contractors. **RESC 4-6** v6: Added skill level 4.

Question 42

Benefits Management **BENM**

Answer 42

Monitoring for the emergence and effective realisation of anticipated benefits (typically specified as part of the business case for a change programme or project). Action (typically by the programme management team) to optimise the business impact of individual and combined benefits. **BENM 5-6**

Question 43

Data Analysis **DTAN**

Answer 43

The investigation, evaluation, interpretation and classification of data, in order to define and clarify information structures which describe the relationships between real world entities. Such structures facilitate the development of software systems, links between systems or retrieval activities. **DTAN 2-5**

Question 44

Data Management **DATM**

Answer 44

The management of practices and processes to ensure the security, integrity, safety and availability of all forms of data and data structures that make up the organisation’s information. The management of data and information in all its forms and the analysis of information structure (including logical analysis of taxonomies, data and metadata). The development of innovative ways of managing the information assets of the organisation. **DATM 2-6** v6: Added skill levels 2-3.

Question 45

Application Support **ASUP**

Answer 45

The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support. **ASUP 2-5**

Question 46

User Experience Analysis **UNAN**

Answer 46

The identification, analysis, clarification and communication of the context of use in which applications will operate, and of the goals of products, systems or services. Analysis and prioritisation of stakeholders’ "user experience" needs and definition of required system behaviour and performance. Resolution of potential conflicts between user requirements and determination of usability objectives **UNAN 3-5**

Question 47

Digital Marketing **MKTG**

Answer 47

Integration of digital marketing with traditional print/broadcast methods, to support the research, analysis and stimulation of potential or existing markets for products and services, both to provide a sound basis for business development and to generate a satisfactory flow of sales enquiries. The management and development of strategies, campaigns and day-to-day marketing activity delivered through web and other appropriate digital channels and technologies. **MKTG 2-6** v6: Name changed (previously 'Marketing'). Added skill level 2.

Question 48

Requirements Definition and Management **REQM**

Answer 48

The definition and management of the business goals and scope of change initiatives. The specification of business requirements to a level that enables effective delivery of agreed changes. **REQM 2-6**

Question 49

Research **RSCH**

Answer 49

The advancement of knowledge by data gathering, innovation, experimentation, evaluation and dissemination, carried out in pursuit of a predetermined set of research goals. **RSCH 2-6** v6: Added skill level 2.

Question 50

Hardware Design **HWDE**

Answer 50

The specification and design of computing and communications equipment (such as semiconductor processors, HPC architectures and DSP and graphics processor chips), typically for integration into, or connection to an IT infrastructure or network. The identification of concepts and their translation into implementable design. The selection and integration, or design and prototyping of components. The adherence to industry standards including compatibility, security and sustainability. **HWDE 4-6** v6: New skill.

Question 51

Innovation **INOV**

Answer 51

The capability to recognise and exploit business opportunities provided by information and communication technology, best practices, methods and standards, to ensure more efficient and effective performance of organisations, to explore possibilities for new ways of conducting business and organisational processes, and to establish new services or businesses. **INOV 5-6**

Question 52

Performance Management **PEMT**

Answer 52

The optimisation of performance of people, including determination of capabilities, integration into teams, allocation of tasks, direction, support, guidance, motivation, and management of performance. **PEMT 4-6** v6: New skill.

Question 53

Information Management **IRMG**

Answer 53

The overall governance of how all types of information, structured and unstructured, whether produced internally or externally, are used to support decision-making, business processes and digital services. Encompasses development and promotion of the strategy and policies covering the design of information structures and taxonomies, the setting of policies for the sourcing and maintenance of the data content, and the development of policies, procedures, working practices and training to promote compliance with legislation regulating all aspects of holding, use and disclosure of data. **IRMG 4-7**

Question 54

Information Assurance **INAS**

Answer 54

The protection of integrity, availability, authenticity, non-repudiation and confidentiality of information and data in storage and in transit. The management of risk in a pragmatic and cost effective manner to ensure stakeholder confidence. **INAS 5-7**

Question 55

Systems Installation/Decommissioning **HSIN**

Answer 55

The installation, testing, implementation or decommissioning and removal of cabling, wiring, equipment, hardware and associated software, following plans and instructions and in accordance with agreed standards. The testing of hardware and software components, resolution of malfunctions, and recording of results. The reporting of details of hardware and software installed so that configuration management records can be updated. **HSIN 1-5**

Question 56

Service Acceptance **SEAC**

Answer 56

The achievement of formal confirmation that service acceptance criteria have been met, and that the service provider is ready to operate the new service when it has been deployed. (Service acceptance criteria are used to ensure that a service meets the defined service requirements, including functionality, operational support, performance and quality requirements). **SEAC 4-6**

Question 57

System Software **SYSP**

Answer 57

The provision of specialist expertise to facilitate and execute the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software. **SYSP 3-5**

Question 58

Teaching and Subject Formation **TEAC**

Answer 58

The specification, design, development, delivery and assessment of curricula for computing and for information technology (including electronic communication), at any level of the education system from primary through to tertiary (all age ranges) and in the workplace. The topics addressed are those of the fundamental and more advanced areas of computing and the common skills needed to make productive use of computers and IT systems for both computing and IT professionals and competent users of IT based systems including the ideas of computational thinking and the application of computational concepts to everyday and professional life. Special attention is paid to the methods, techniques and pedagogy (the study of being a teacher, tutor or lecturer, and the process of teaching) of computing IT education. **TEAC 5-6**

Question 59

Facilities Management **DCMA**

Answer 59

The planning, control and management of all the facilities which, collectively, make up the IT estate. This involves provision and management of the physical environment, including space and power allocation, and environmental monitoring to provide statistics on energy usage. Encompasses physical access control, and adherence to all mandatory policies and regulations concerning health and safety at work. **DCMA 3-6** v6: Name changed (previously 'IT Estate Management').

Question 60

Consultancy **CNSL**

Answer 60

The provision of advice and recommendations, based on expertise and experience, to address client needs. May deal with one specialist subject area, or can be wide ranging and address strategic business issues. May also include support for the implementation of any agreed solutions. **CNSL 5-7**

Question 61

Programme Management **PGMG**

Answer 61

The identification, planning and coordination of a set of related projects within a programme of business change, to manage their interdependencies in support of specific business strategies and objectives. The maintenance of a strategic view over the set of projects, providing the framework for implementing business initiatives, or large-scale change, by conceiving, maintaining and communicating a vision of the outcome of the programme and associated benefits. (The vision, and the means of achieving it, may change as the programme progresses). Agreement of business requirements, and translation of requirements into operational plans. Determination, monitoring, and review of programme scope, costs, and schedule, programme resources, inter-dependencies and programme risk. **PGMG 6-7**

Question 62

Business Process Testing **BPTS**

Answer 62

The planning, design, management, execution and reporting of business process tests and usability evaluations. The application of evaluation skills to the assessment of the ergonomics, usability and fitness for purpose of defined processes. This includes the synthesis of test tasks to be performed (from statement of user needs and user interface specification), the design of an evaluation programme, the selection of user samples, the analysis of performance, and inputting results to the development team. **BPTS 4-6**

Question 63

Relationship Management **RLMT**

Answer 63

The identification, analysis, management and monitoring of relationships with and between stakeholders. (Stakeholders are individuals, groups, or organisations who may affect, be affected by, or perceive themselves to be affected by decisions, activities and outcomes related to products, services or changes to products and services). The clarification of mutual needs and commitments through consultation and consideration of impacts. For example, the coordination of all promotional activities to one or more clients to achieve satisfaction for the client and an acceptable return for the supplier; assistance to the client to ensure that maximum benefit is gained from products and services supplied. **RLMT 4-7** v6: Name changed (previously 'Stakeholder Relationship Management').

Question 64

Professional Development **PDSV**

Answer 64

The facilitation of the professional development of individuals, including initiation, monitoring, review and validation of learning and development plans in line with organisational or business requirements. The counselling of participants in all relevant aspects of their continual professional development. The identification of appropriate learning/development resources. Liaison with internal and external training providers. The evaluation of the benefits of continual professional development activities." **PDSV 4-6**

Question 65

Animation Development **ADEV**

Answer 65

The architecture, design and development of animated and interactive systems such as games and simulations. **ADEV 3-6**

Question 66

Selling **SALE**

Answer 66

The identification of sales prospects and their qualification, the development of customer interest and the preparation (including managing the bid process), execution and monitoring of the sale of any product or service into an external or internal market. **SALE 4-6**

Question 67

Systems Design **DESN**

Answer 67

The specification and design of information systems to meet defined business needs in any public or private context, including commercial, industrial, scientific, gaming and entertainment. The identification of concepts and their translation into implementable design. The design or selection of components. The retention of compatibility with enterprise and solution architectures, and the adherence to corporate standards within constraints of cost, security and sustainability. **DESN 2-6**

Question 68

Learning Assessment and Evaluation **LEDA**

Answer 68

The assessment of knowledge, skills and behaviour by any means whether formal or informal against capability and qualification frameworks such as SFIA. The evaluation of learning or education programmes against defined outcomes. **LEDA 3-6** v6: Name changed (previously 'Learning and Development Assessment').

Question 69

Information Content Authoring **INCA**

Answer 69

The management and application of the principles and practices of designing, creation and presentation of textual information, supported where necessary by graphical content for interactive and digital uses. The adoption of workflow principles and definition of user roles and engagement and training of content providers. This material may be delivered electronically (for example, as collections of web pages) or otherwise. This skill includes managing the quality assurance and authoring processes for the material being produced. **INCA 1-6**

Question 70

Security Administration **SCAD**

Answer 70

The provision of operational security management and administrative services. Typically includes the authorisation and monitoring of access to IT facilities or infrastructure, the investigation of unauthorised access and compliance with relevant legislation. **SCAD 1-6** v6: Added skill levels 1-2.

Question 71

Penetration Testing **PENT**

Answer 71

The assessment of organisational vulnerabilities through the design and execution of penetration tests that demonstrate how an adversary can either subvert the organisation's security goals (e.g. the protection of specific Intellectual Property) or achieve specific adversarial objectives (e.g. establishment of a covert Command and Control infrastructure). Pen Test results provide deeper insight into the business risks of various vulnerabilities. **PENT 4-6** v6: New skill.

Question 72

Portfolio, Programme and Project Support **PROF**

Answer 72

The provision of support and guidance on portfolio, programme and project management processes, procedures, tools and techniques. Support includes definition of portfolios, programmes, and projects; advice on the development, production and maintenance of business cases; time, resource, cost and exception plans, and the use of related software tools. Tracking and reporting of programme/project progress and performance are also covered, as is the capability to facilitate all aspects of portfolio/ programme/ project meetings, workshops and documentation. **PROF 2-6** v6: Added skill level 6.

Question 73

Release and Deployment **RELM**

Answer 73

The management of the processes, systems and functions to package, build, test and deploy changes and updates (which are bounded as "releases") into a live environment, establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community. **RELM 3-6**

Question 74

Sustainability Engineering **SUEN**

Answer 74

The development and application of appropriate knowledge and methods to assure sustainability in all phases of the life cycle of energy- or materials-consuming systems and services, including maintenance and re-use. These include such things as energy supply risk analysis, specification of guidelines for sustainable procurement of assets and materials, energy efficiency and sustainability factors influencing system design, system design for sustainable operation and use, efficient coding design and adoption of re-use/sharing principles, achieving behaviour change to more sustainable ways of working, and the verification of energy and resource efficiency in operation. **SUEN 4-6**

Question 75

Change Management **CHMG**

Answer 75

The management of change to the service infrastructure including service assets, configuration items and associated documentation. Change management uses requests for change (RFC) for standard or emergency changes, and changes due to incidents or problems to provide effective control and reduction of risk to the availability, performance, security and compliance of the business services impacted by the change. **CHMG 2-6**

Question 76

Porting/Software Configuration **PORT**

Answer 76

The configuration of software products into new or existing software environments/platforms. **PORT 3-6** v6: Name changed (previously 'Porting/Software Integration')

Question 77

Network Design **NTDS**

Answer 77

The production of network designs and design policies, strategies, architectures and documentation, covering voice, data, text, e-mail, facsimile and image, to support strategy and business requirements for connectivity, capacity, interfacing, security, resilience, recovery, access and remote access. This may incorporate all aspects of the communications infrastructure, internal and external, mobile, public and private, Internet, Intranet and call centres. **NTDS 5-6**

Question 78

Quality Standards **QUST**

Answer 78

The development, maintenance, control and distribution of quality standards. **QUST 2-5**

Question 79

Product Management **PROD**

Answer 79

The active management of a product or service throughout its lifecycle (inception through to retirement) in order to address a market opportunity /customer need and generate the greatest possible value for the business. **PROD 3-6** v6: New skill.

Question 80

Asset Management **ASMG**

Answer 80

The management of the lifecycle for all managed assets (hardware, software, intellectual property, licences, warranties etc) including security, inventory, compliance, usage and disposal, aiming to protect and secure the corporate assets portfolio, optimise the total cost of ownership and sustainability by minimising operating costs, improving investment decisions and capitalising on potential opportunities. Knowledge and use of international standards for asset management and close integration with security, change, and configuration management are examples of enhanced asset management development. **ASMG 4-6**

Question 81

Radio Frequency Engineering **RFEN**

Answer 81

The deployment, integration, calibration, tuning and maintenance of radio frequency (RF) and analogue elements of IT systems. **RFEN 2-6**

Question 82

Information Security **SCTY**

Answer 82

The selection, design, justification, implementation and operation of controls and management strategies to maintain the security, confidentiality, integrity, availability, accountability and relevant compliance of information systems with legislation, regulation and relevant standards. **SCTY 3-7** v6: Added skill level 7.

Question 83

Storage Management **STMG**

Answer 83

The planning, implementation, configuration and tuning of storage hardware and software covering online, offline, remote and offsite data storage (backup, archiving and recovery) and ensuring compliance with regulatory and security requirements. **STMG 3-6**

Question 84

Emerging Technology Monitoring **EMRG**

Answer 84

The identification of new and emerging hardware, software and communication technologies and products, services, methods and techniques and the assessment of their relevance and potential value as business enablers, improvements in cost/performance or sustainability. The promotion of emerging technology awareness among staff and business management. **EMRG 4-6**

Question 85

Systems Development Management **DLMG**

Answer 85

The management of resources in order to plan, estimate and carry out programmes of solution development work to time, budget and quality targets and in accordance with appropriate standards, methods and procedures (including secure software development).The facilitation of improvements by changing approaches and working practices, typically using recognised models, best practices, standards and methodologies. The provision of advice, assistance and leadership in improving the quality of software development, by focusing on process definition, management, repeatability and measurement. **DLMG 5-7**

Question 86

Network Support **NTAS**

Answer 86

The provision of network maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance. Problems may be resolved by providing advice or training to users about the network's functionality, correct operation or constraints, by devising work-arounds, correcting faults, or making general or site-specific modifications. **NTAS 2-5**

Question 87

User Experience Design **HCEV**

Answer 87

The iterative development of user tasks, interaction and interfaces to meet user requirements, considering the whole user experience. Refinement of design solutions in response to user-centred evaluation and feedback and communication of the design to those responsible for implementation. **HCEV 2-6** v6: Name changed (previously 'Ergonomic Design'). Added skill level 2.

Question 88

Business Modelling **BSMO**

Answer 88

The production of abstract or distilled representations of real world, business or gaming situations in traditional or trans-media applications, to aid the communication and understanding of existing, conceptual or proposed scenarios. Predominantly focused around the representation of processes, roles, data, organisation and time. Models may be used to represent a subject at varying levels of detail and decomposition. **BSMO 2-6**

Question 89

Availability Management **AVMT**

Answer 89

The definition, analysis, planning, measurement, maintenance and improvement of all aspects of the availability of services, including the availability of power. The overall control and management of service availability to ensure that the level of service delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost effective manner. **AVMT 4-6**

Question 90

Portfolio Management **POMG**

Answer 90

The development and application of a systematic management framework to define and deliver a portfolio of programmes, projects and/or ongoing services, in support of specific business strategies and objectives. Includes the implementation of a strategic investment appraisal and decision making process based on a clear understanding of cost, risk, inter-dependencies, and impact on existing business activities, enabling measurement and objective evaluation of potential changes and the benefits to be realised. The prioritisation of resource utilisation and changes to be implemented. The regular review of portfolios. The management of the service pipeline (proposed or in development), service catalogue (live or available for deployment) and retired services. **POMG 5-7**

Question 91

Sales Support **SSUP**

Answer 91

The provision of technical advice and assistance to the sales force, sales agents, reseller/distributor staff and existing or prospective customers, either in support of customer development or sales activity or in fulfilment of sales obligations. **SSUP 1-6**

Question 92

Solution Architecture **ARCH**

Answer 92

The design and communication of high-level structures to enable and guide the design and development of integrated solutions that meet current and future business needs. In addition to technology components, solution architecture encompasses changes to service, process, organisation, and operating models. Architecture definition must demonstrate how requirements (such as automation of business processes) are met, any requirements which are not fully met, and any options or considerations which require a business decision. The provision of comprehensive guidance on the development of, and modifications to, solution components to ensure that they take account of relevant architectures, strategies, policies, standards and practices (including security) and that existing and planned solution components remain compatible. **ARCH 5-6**

Question 93

Systems Integration **SINT**

Answer 93

The incremental and logical integration and testing of components and/or subsystems and their interfaces in order to create operational services. **SINT 2-6**

Question 94

Quality Assurance **QUAS**

Answer 94

The process of ensuring that the agreed quality standards within an organisation are adhered to and that best practice is promulgated throughout the organisation. **QUAS 3-6**

Question 95

IT Governance **GOVN**

Answer 95

The establishment and oversight of an organisation's approach to the use of information, digital services and associated technology. Includes responsibility for provision of digital services; levels of service and service quality which meet current and future business requirements; policies and practices for conformance with mandatory legislation and regulations; strategic plans for technology to enable the organisation's business strategy; transparent decision making, leading to justification for investment, with appropriate balance between stakeholder benefits, opportunities, costs, and risks. **GOVN 5-7**

Question 96

Financial Management **FMIT**

Answer 96

The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, including the identification of materials and energy costs, ensuring compliance with all governance, legal and regulatory requirements. **FMIT 4-6** v6: Name changed (previously 'Financial Management for IT').

Question 97

Network Planning **NTPL**

Answer 97

The creation and maintenance of overall network plans, encompassing the communication of data, voice, text and image, in the support of an organisation's business strategy. This includes participation in the creation of service level agreements and the planning of all aspects of infrastructure necessary to ensure provision of network services to meet such agreements. Physical implementation may include copper wire, fibre-optic, wireless, or any other technology. **NTPL 5-6**