Griffith University investigates the Skills Framework for the Information Age (SFIA) for its Division of Information Services

1. IT SKILLS CAPABILITY
FRAMEWORK
Penny Baker
Project Manager (Special Operations)
Information Services

2. WHAT is the challenge?
=
New roles, skills and changing capability
Increased security needs
Increased service and application demands
A change in services to meet future trends
A move from break/fix to solutions
Client engagement
Information Services
Strategic changes & Future trends
Consumerisation
Mobility
BYOD
Cloud services

3. What is our goal?
1. To align our staff and
their skills and our
organisational capability
2. To consider
opportunities that will
ensure that INS has the
profile, skill sets and
organisational
capability to deliver IT
services in a changing
environment.
INS IT Services Future Capability
Review (12/12/2012)
the right people…with the right skills…
in the right place…at the right time
Why? WIIFM?
Information Services

4. People capability?
Information Services

5. How we see our work-selves
Information Services

6. Information Services

7. Our skills
IT Professional skills: SFIA
Other Professional skills: e.g. Business skills, Education
skills, Communication & Leadership skills
Technical skills, products
& systems, services,
methods, procedures &
internal systems &
processes
Experience & application
of skills & knowledge,
Degrees, certifications,
L&D
Behavioural attributes: e.g. communication

8. We are a sum of our parts!
Information Services

9. IT Skills Capability
Information Services

10. Information Services
IT SKILLS CAPABILITY FRAMEWORK

11. Tools to support the IT skills framework

12. About SFIA

13. http://www.sfia-online.org/

14. Learning Delivery (ETDL)
Category
Business change
Sub category
Skills management
Skill description
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, virtual classrooms, self-assessment, peer-assisted learning,
simulation, and other current methods).
Levels of responsibility
Level 3 - Apply
Level 4 - Enable
Level 5 - Ensure, advise
ETDL-4
Prepares or customises and delivers learning activities to
a variety of audiences.

15. Stakeholder relationship
management (RLMT)
Category
Business change
Sub category
Relationship managemnt
Skill description
During the design, management and implementation of business change and throughout the
service lifecycle, the analysis and coordination of relationships with and between stakeholders,
taking account of the services they use.
Levels of responsibility
Level 4 - Enable
Level 5 - Ensure, advise
Level 6 - Initiate, influence
Level 7 - Set strategy, Inspire, mobilise
RLMT-5
Develops and maintains one or more defined communication channels and/or stakeholder
groups, acting as a single point of contact. Gathers information from the customer to
understand their needs (demand management) and detailed requirements. Facilitates open
communication and discussion between stakeholders, using feedback to assess and
promote understanding of need for future changes in services, products and systems.
Agrees changes to be made and the planning and implementation of change. Maintains
contact with the customer and stakeholders throughout to ensure satisfaction. Captures and
disseminates technical and business information.

16. Client Services Management
(CSMG)
Category
Client interface
Sub category
Client support
Skill description
The management and control of one or more client service functions, including strategy, support for
business development, quality of service and operations.
Levels of responsibility
Level 3 - Apply
Level 4 - Enable
Level 5 - Ensure, advise
Level 6 - Initiate, influence
CSMG-5
Acts as the routine contact point. Assists with the development of and
applies client services standards to resolve or escalate clients
service problems.

17. Testing (TEST)
Category
Solution development and implementation
Sub category
Systems development
Skill description
Testing embraces 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, 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.
Levels of responsibility
Level 1 - Follow
Level 2 - Assist
Level 3 - Apply
Level 4 - Enable
Level 5 - Ensure, advise
Level 6 - Initiate, influence
TEST-4

18. Applications support (ASUP)
Category
Service management
Sub category
Service operation
Skill description
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.
Levels of responsibility
Level 2 - Assist
Level 3 - Apply
Level 4 - Enable
Level 5 - Ensure, advise
ASUP-5

19. Manage your profile (browse)

20. Manage your profile (print, download)

21. Manage your profile (summary view)

22. Call to Action
& What’s Next
Information Services

23. Call to action – IT Skills Capability
Information Services

24. Information Services
IT SKILLS CAPABILITY FRAMEWORK

25. Role profiles

26. Role profiles

27. Why? WIIFM?

28. Questions?
Information Services

29. Information Services
Information Services

30. Information Services
IT SKILLS CAPABILITY FRAMEWORK

31. Further discussion - Optional
Information Services

32. IT skills framework:
1. My IT skills profile
IT Skills: SFIA skills self assessment and SFIA skills mapping to INS IT career streams, workforce IT skills capability reports

33. IT skills framework:
2. Career streams
IT Skills: SFIA skills self assessment and SFIA skills mapping to INS IT career streams, workforce IT skills capability reports

34. IT skills framework:
3. Role mapping
Role
Project Manager
Snr Project
Manager
Program Manager
Project Officer
Roles (Positions): Role mapping to career streams and SFIA skills, definition of entry level and more senior roles in careers

35. DRAFT
Example
A project manager role
Information Services
Project manager description
A project manager is responsible for ensuring the project is completed on time, on budget, within
scope, to the business requirements and meeting quality standards. ..
SFIA skills
•Consultancy (CNSL) Level 5 – Ensure, advise
•Methods and tools (METL) Level 5 – Ensure, advise
•Project management (PRMG) Level 5 – Ensure, advise
•Business analysis (BUAN) Level 4 – Enable
•Stakeholder relationship management (RLMT) Level 5 – Ensure, advise
•Change implementation planning and management (CIPM) Level 5 – Ensure, advise

36. IT skills framework:
4. L&D and career planning
•Technical skills
•Processes &
Systems
•Specialisations
•Methods &
Standards
•Communication
•Leadership Qual &
Certs
•Experience
Other Prof skills
Knowledge
Behavioural Att
Exp & Qual
• Related careers
• Related
positions
• Career paths
• Learning &
Development
(Learning on the
job, Learning
from others,
Training 7 links
to eLearning,
Cert & Qual)
• Career path
Other
End to End definition of capability: Broader skills & capability context. Career planning and Learning & development