BS/EN 16234-1-2016 pdf download.e-Competence Framework (e-CF) A common European Framework for lOT Professionals in all industry sectors Part 1: Framework.
7.3.4 C.4. Problem Management (DIMENSION 2)
The professional person possessing the competence Problem Management shall be able to:
1) identify and resolve the root cause of incidents;
2) take a proactive approach to avoidance or identification of root cause of ICT problems;
3) deploy a knowledge system based on recurrence of common errors;
4) resolve or escalate incidents;
5) optimize system or component performance.
DIMENSION 3
Moreover, to perform a ob correctly at the appropriate proficiency levels, the professional person possessing the competence Problem Management shall be able to:
• identify and classify incident types and service Interruptions, record incidents cataloguing them by symptom and resolution (level e-2);
and/or
• exploit specialist knowledge and in-depth understanding of the ICT infrastructure and problem management process to identify failures and resolve with minimum outage; make sound decisions in emotionally charged environments on appropriate action required to minimize business impact; rapidly identify failing component, select alternatives such as repair, replace or reconfigure (level e3);
and/or
• provide leadership and accountability for the entire problem management process, schedule and ensure well trained human resources, tools, and diagnostic equipment are available to meet emergency incidents; show depth of expertise to anticipate critical component failure and make provision for recovery with minimum downtime; construct escalation processes to ensure that appropriate resources can be applied to each incident (level e-4).
No further levels are available for C.4.
DIMENSION 4
This person should have knowledge of or be familiar with:
S3 conduct risk management audits and act to minimize exposures;
S4 allocate appropriate resources to maintenance activities, balancing cost and risk;
SS communicate at all levels to ensure appropriate resources are deployed internally or externally to minimize outages.
7.4 D. ENABLE (DIMENSION 1)
7.4.1 Di. Information Security Strategy Development (DIMENSION 2)
The professional person possessing the competence Information Security Strategy Development shall be able to:
1) define and make applicable a formal organizational strategy, scope and culture to maintain safety and security of information from external and internal threats, i.e. digital forensic for corporate investigations or intrusion investigation;
2) provide the foundation for Information Security Management, including role identification and accountability;
3) use defined standards to create objectives for information integrity, availability, and data privacy.
DIMENSION 3
Moreover, to perform a job correctly at the appropriate proficiency levels, the professional person possessing the competence Information Security Strategy Development shall be able to:
• exploit depth of expertise and leverage external standards and best practices (level e-4);
and/or
• provide strategic leadership to embed information security into the culture of the organization (level e-5);
No further levels are available for D.1.
DIMENSION 4
This person should have knowledge of or be familiar with:
Ki the potential and opportunities of relevant standards and best practices; K2 the impact of legal requirements on information security;
S2 define, present and promote an information security policy for approval by the senior management of the organization;
S3 apply relevant standards, best practices and legal requirements for information security;
S4 anticipate required changes to the organization’s information security strategy and formulate new plans;
S5 propose effective contingency measures.
7.4.2 D.2. ICT Quality Strategy Development (DIMENSION 2)
The professional person possessing the competence ICT Quality Strategy Development shall be able to:
1) define, improve and refine a formal strategy to satisfy customer expectations and improve business performance (balance between cost and risks):
2) identify critical processes influencing service delivery and product performance for definition in the ICT quality management system;
3) use defined standards to formulate objectives for service management, product and process quality. Identifies ICT quality management accountability.
DIMENSION 3
Moreover, to perform a job correctly at the appropriate proficiency levels, the professional person possessing the competence ICT Quality Strategy Development shall be able to:
• exploit wide ranging specialist knowledge to leverage and authorize the application of external standards and best practices (level e-4);
and/or
• provide strategic leadership to embed ICT quality (i.e. metrics and continuous improvement) into the culture of the organization (level e-5).
No further levels are available for D.2.
DIMENSION 4
This person should have knowledge of or be familiar with:
Ki the major information technology industry frameworks, e.g. COBIT, lTlL, CMMI, ISO and their implications for corporate IS governance;BS/EN 16234-1-2016 pdf download.

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