The institution implements systematic and standard technical management practices to ensure the availability of resources to support the service life cycle.
Technical management activities involve planning, implementing and maintaining a stable technical infrastructure and ensuring that required resources and expertise are in place to design, build, transition, operate and improve information technology services and supporting technology.
Guideline code
ICT_01700
Mechanism
Mechanism
- The ICT unit, with the assistance of specialized units, should establish systematic and standardized practices to carry out technical support activities, including:
- Detecting and fulfilling knowledge and expertise requirements;
- Defining architecture standards;
- Providing technical support to the design and build of new services and operational practices;
- Contributing to service design, service transition or continual service improvement;
- Assisting with the management of contracts and vendors.
- The management, with the assistance of the ICT unit, should define the organizational structure to carry out technical support.
Parent
Structure
Structure
- The management should commission the ICT unit to establish systematic and standardized practices to manage technical support.
- A specialized organizational structure, reporting to the ICT management, should be established to carry out technical support. To establish accountability, the roles and responsibilities of the units within that structure have to be well defined and documented.
- The implemented technical support practices should follow the institution’s ICT governance framework and ICT management processes, and be based on international standards and practices (e.g. ITIL v3–Service Operation and ISO/IEC 20000).
Title HTML
Guideline 12. Managing technical support
Type
Guideline_1
Weight
20