SIST EN 16234-1:2016

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Krovni seznam e-usposobljenosti (e-CF) - Skupno evropsko okolje za poklicne strokovnjake v vseh industrijskih sektorjih - 1. del: Krovni seznamE-Competence Framework (e-CF) - A common European Framework for ICT Professionals in all industry sectors - Part 1: Framework35.240.01Uporabniške rešitve informacijske tehnike in tehnologije na splošnoApplication of information technology in general03.100.30Vodenje ljudiManagement of human resourcesICS:Ta slovenski standard je istoveten z:EN 16234-1:2016SIST EN 16234-1:2016en,fr,de01-september-2016SIST EN 16234-1:2016SLOVENSKI
STANDARD



SIST EN 16234-1:2016



EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 16234-1
April
t r s x ICS
u wä r t r Supersedes CWA
s x t u væ sã t r s vEnglish Version
Framework for ICT Professionals in all industry sectors æ Part
sã Framework Référentiel des eæcompétences æ Référentiel européen commun pour les professionnels des technologies de l 5information et de la communication dans tous les secteurs d 5activité æ Partie
s ã Référentiel europäischer Rahmen für IKTæFachæ und Führungskräfte in allen Branchen æ Teil
sã Rahmenwerk This European Standard was approved by CEN on
s v January
t r s xä
egulations which stipulate the conditions for giving this European Standard the status of a national standard without any alterationä Upætoædate lists and bibliographical references concerning such national standards may be obtained on application to the CENæCENELEC Management Centre or to any CEN memberä
translation under the responsibility of a CEN member into its own language and notified to the CENæCENELEC Management Centre has the same status as the official versionsä
CEN members are the national standards bodies of Austriaá Belgiumá Bulgariaá Croatiaá Cyprusá Czech Republicá Denmarká Estoniaá Finlandá Former Yugoslav Republic of Macedoniaá Franceá Germanyá Greeceá Hungaryá Icelandá Irelandá Italyá Latviaá Lithuaniaá Luxembourgá Maltaá Netherlandsá Norwayá Polandá Portugalá Romaniaá Slovakiaá Sloveniaá Spainá Swedená Switzerlandá Turkey andUnited Kingdomä
EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre:
Avenue Marnix 17,
B-1000 Brussels
9
t r s x CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Membersä Refä Noä EN
s x t u væ sã t r s x ESIST EN 16234-1:2016



EN 16234-1:2016 (E) 2 Contents Page European foreword . 4 Introduction . 5 1 Scope . 7 2 Normative reference . 7 3 Terms and definitions . 7 4 Symbols and abbreviated terms . 10 5 General principles . 10 5.1 General . 10 5.2 Dimension 1: Five e-Competence areas . 10 5.3 Dimension 2: 40 e-Competences . 11 5.4 Dimension 3: Five proficiency levels with EQF relationship . 11 5.5 Dimension 4: Knowledge and skills. 12 5.6 Embedded in Dimension 2, 3 and 4: Attitudes . 12 5.7 Overview . 12 6 Objective . 14 7 40 e-Competences . 15 7.1 A. PLAN
............................................................................................................................................................ 15 7.1.1 A.1. IS and Business Strategy Alignment .............................................................................................. 15 7.1.2 A.2. Service Level Management ............................................................................................................... 16 7.1.3 A.3. Business Plan Development ............................................................................................................. 17 7.1.4 A.4. Product/Service Planning ................................................................................................................ 18 7.1.5 A.5. Architecture Design ............................................................................................................................ 19 7.1.6 A.6. Application Design
............................................................................................................................. 21 7.1.7 A.7. Technology Trend Monitoring ........................................................................................................ 22 7.1.8 A.8. Sustainable Development ................................................................................................................. 23 7.1.9 A.9. Innovating .............................................................................................................................................. 24 7.2 B. BUILD ........................................................................................................................................................... 24 7.2.1 B.1. Application Development ................................................................................................................. 24 7.2.2 B.2. Component Integration ..................................................................................................................... 26 7.2.3 B.3. Testing ..................................................................................................................................................... 27 7.2.4 B.4. Solution Deployment .......................................................................................................................... 28 7.2.5 B.5. Documentation Production .............................................................................................................. 29 7.2.6 B.6. System Engineering............................................................................................................................. 30 7.3 C. RUN ............................................................................................................................................................... 32 7.3.1 C.1. User Support .......................................................................................................................................... 32 7.3.2 C.2. Change Support ..................................................................................................................................... 33 7.3.3 C.3. Service Delivery
................................................................................................................................... 34 7.3.4 C.4. Problem Management ........................................................................................................................ 35 7.4 D. ENABLE ....................................................................................................................................................... 36 7.4.1 D.1. Information Security Strategy Development ............................................................................. 36 7.4.2 D.2. ICT Quality Strategy Development ................................................................................................ 37 7.4.3 D.3. Education and Training Provision................................................................................................. 38 7.4.4 D.4. Purchasing ............................................................................................................................................. 39 7.4.5 D.5. Sales Proposal Development ........................................................................................................... 40 SIST EN 16234-1:2016



EN 16234-1:2016 (E) 3 7.4.6 D.6. Channel Management . 41 7.4.7 D.7. Sales Management . 42 7.4.8 D.8. Contract Management . 43 7.4.9 D.9. Personnel Development . 44 7.4.10 D.10. Information and Knowledge Management . 45 7.4.11 D.11. Needs Identification . 46 7.4.12 D.12. Digital Marketing . 47 7.5 E. MANAGE . 48 7.5.1 E.1. Forecast Development . 48 7.5.2 E.2. Project and Portfolio Management . 49 7.5.3 E.3. Risk Management . 51 7.5.4 E.4. Relationship Management . 52 7.5.5 E.5. Process Improvement . 53 7.5.6 E.6. ICT Quality Management . 54 7.5.7 E.7. Business Change Management . 55 7.5.8 E.8. Information Security Management . 55 7.5.9 E.9. IS Governance . 57 Annex A (informative)
Examples of e-Competence usage . 58 Annex B (normative)
Basic reference works . 65 Bibliography . 67
SIST EN 16234-1:2016



EN 16234-1:2016 (E) 4 European foreword This document (EN 16234-1:2016) has been prepared by Technical Committee CEN/TC 428 “Project Committee - e-competences and ICT Professionalism”, the secretariat of which is held by UNI. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by October 2016, and conflicting national standards shall be withdrawn at the latest by October 2016. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights. This document supersedes CWA 16234-1:2014. This European Standard is made up of three parts defining an EN which is the transposition of CWA 16234-1, CWA 16234-2, CWA 16234-3 and CWA 16234-4: –
Part 1: e-Competence Framework (e-CF) - A common European Framework for ICT Professionals in all industry sectors –Part 1: Framework (EN); –
Part 2: e-Competence Framework (e-CF) - A common European Framework for ICT Professionals in all industry sectors – Part 2: User guide (TR); –
Part 3: e-Competence Framework (e-CF) - A common European Framework for ICT Professionals in all industry sectors – Part 3: Methodology (TR). Part 1 is fully standalone, and Parts 2 and 3 rely on Part 1. A relationship with the European ICT Professional Profiles (CWA 16458, original CWA updated by e-CF 3.0 competences and re-published in 2014) is established: to each Profile a number of relevant e-Competences and their applying level(s), as defined by this standard, are assigned. This standard on qualification of personnel outlines the minimum requirements (i.e. a threshold) of the staff competence based on skills and/or knowledge. This principle needs to be taken into consideration when assessing what part is mandatory and what becomes a simple recommendation when setting out the elements of each competence (shall versus should/may/can, etc.) According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. SIST EN 16234-1:2016



EN 16234-1:2016 (E) 5 Introduction This standard was established as a tool to support mutual understanding and provide transparency of language through the articulation of competences required and deployed by Information and Communication Technology (ICT) professionals. To support users and guide developers of applications to this standard, the following narrative provides an overview of the underpinning philosophy and principles adopted during the standard’s construction and vital for successive updates. The Guiding Principles: This standard is an enabler; it is designed to be a tool to empower users, not to restrict them. This standard provides a structure and content for application by many types of users from organizations in the private and public sector, ICT user or ICT supply organizations, educational institutions including higher education and private certification providers, social partners and individuals. In this broad application context, this standard is designed to support common understanding, not to mandate the use of each and every word used within it. This standard expresses ICT competence using the following definition: ‘Competence is a demonstrated ability to apply knowledge, skills and attitudes for achieving observable results’. This is a holistic concept directly related to workplace activities and incorporating complex human behaviours expressed as embedded attitudes. Attitudes are the glue which keep knowledge and skills together. Soft skills are the attitudes’ components that can be made explicit, trained and developed. Competence is a durable concept and although technology, jobs, marketing terminology and promotional concepts within the ICT environment change rapidly, this standard remains durable requiring maintenance approximately every three years to maintain relevance. A competence can be a component of a job role, but it cannot be used as a substitute for similarly named job titles, for example; the competence, D.7. ‘Sales Management’ does not represent the complete content of a ‘Sales Manager’ job role. Competences can be aggregated, as required, to represent the essential content of a job role or profile. On the other hand, one single competence may be assigned to a number of different job profiles. Competence is not to be confused with process or technology concepts such as, ‘Cloud Computing’ or ‘Big Data’. These descriptions represent evolving technologies and in the context of this standard, they may be integrated as knowledge and skills examples in Dimension 4. This standard does not attempt to cover every possible competence deployed by an ICT professional nor are the included competences necessarily unique to ICT. This standard articulates competences associated with ICT professional roles including some that may be found in other professions but are very important in an ICT context; examples include, C.4. ‘Problem Management’ or E.3. ‘Risk Management’. However, to maintain an ICT focus, this standard avoids generic competences such as ‘Communications’ or ‘General Management’ although very applicable these transversal competences are comprehensively articulated in other structures. Selecting competences for inclusion within this standard is therefore, not a scientific choice, but a pragmatic process engaging a broad cross-section of stakeholders who prioritize competence inclusion based upon industry knowledge and experience. This standard is structured across four dimensions. e-Competences in Dimensions 1 and 2 are presented from the organizational perspective as opposed to from an individual’s perspective. Dimension 3 which defines e-Competence levels related to the European Qualifications Framework (EQF), is a bridge between organizational and individual competences. Dimension 4 provides samples of knowledge and skills to the e-Competences in Dimension 2, they are not intended to be exhaustive but for inspiration and orientation only. SIST EN 16234-1:2016



EN 16234-1:2016 (E) 6 This standard has a sector specific relationship to the EQF; competence levels within this standard provide a consistent and rational relationship to levels defined within the EQF. The relativity between EQF learning levels and the e-competence proficiency levels of this standard has been systematically developed to enable consistent interpretation of the EQF in the ICT workplace environment. Continuity of this standard is imperative; following maintenance updates it is essential that users are provided with a simple upgrade path. Users of this standard invest considerable time and resources to align processes or procedures with it. Organizations deploying these downstream activities are reliant upon this standard and need to be confident of the continued sustainability of their processes. Updates of this standard need to recognize this requirement and provide for continuity enabling use of the existing version of this standard until it is convenient to upgrade to the latest version. This standard is neutral; it does not follow the specific interests of a few major influencers, it is developed and maintained through an EU-wide balanced multi-stakeholder agreement process, under the umbrella of the European Committee for Standardization. This standard is a key component of the European Commission’s Digital Agenda; it is designed for use by any organization and individual engaged in ICT Human Resources planning and competence development. SIST EN 16234-1:2016



EN 16234-1:2016 (E) 7 1 Scope This European Standard provides a reference of 40 competences as required and applied at the Information and Communication Technology (ICT) business related workplace, using a common language for competences, skills and proficiency levels that can be understood across Europe. As the first sector-specific implementation of the European Qualifications Framework (EQF), this European Standard aligns its proficiency levels to the EQF learning levels. This European Standard was created for application by:
ICT service, user and supply organizations,
ICT professionals, managers and human resource (HR) departments,
vocational education institutions and training bodies including higher education,
social partners (trade unions and employer association), professional associations, accreditation, validation and assessment bodies,
market analysts and policy makers, and other organizations and stakeholders in public and private sectors. 2 Normative reference No document has been identified as indispensable for the application of this document. 3 Terms and definitions For the purposes of this document, the following terms and definitions apply. 3.1 ICT professional skill capability relating or belonging to professions in the ICT sector [SOURCE: OXFORD English Dictionary, modified – the word “ICT” has been added] 3.2 ICT management skill capability of dealing with and controlling issues related or belonging to the ICT [SOURCE: OXFORD English Dictionary, modified – the word “ICT” has been added] 3.3 ICT user skill capability required for the effective application of ICT systems and devices by the individual ICT user Note 1 to entry:
ICT users apply systems as tools in support of their own work. 3.4 competence demonstrated ability to apply knowledge, skills and attitudes for achieving observable results SIST EN 16234-1:2016



EN 16234-1:2016 (E) 8 3.5 knowledge body of facts, principles, theories and practices that is related to a field of work or study [SOURCE: EQF] 3.6 skill ability to apply knowledge and use know-how to complete tasks and solve problems, from managerial to technical Note 1 to entry:
In the context of this standard, skills are described as cognitive (involving the use of logical, intuitive and creative thinking) or practical (involving manual dexterity and the use of methods, materials, tools and instruments). [SOURCE: EQF] 3.7 attitude way that one thinks and feels about somebody or something; the way that one behaves towards somebody or something that shows how one thinks and feels [SOURCE: OXFORD English Dictionary] Note 1 to entry:
Soft skills may shape attitudes; attitudes and soft skills can influence each other. For example, positive thinking leads to a positive attitude; good communication and conflict mediator skills may benefit a leadership attitude; a listener attitude facilitates relationship skills, etc. 3.8 soft skills personal attributes that enable someone to interact effectively and harmoniously with other people [SOURCE: OXFORD English Dictionary] Note 1 to entry:
Soft skills include skills such as communication, ability to work on multidisciplinary teams, etc. These skills should be distinguished from technical, or “hard skills”. 3.9 proficiency level rank in a scale defined by three facets: context complexity, autonomy and behavior Note 1 to entry:
All three facets are also present and easily identifiable within the EQF definitions and descriptions. This maintains a consistent relationship between the EQF (expressing learning levels) and this standard (expressing proficiency levels). 3.10 autonomy capacity to act without external control or influence Note 1 to entry:
Ranges between “responding to instructions” and “making personal choices”. SIST EN 16234-1:2016



EN 16234-1:2016 (E) 9 3.11 context complexity richness of the circumstances forming a context (any circumstances or situations that form the setting for an event), their variety, and their level of stability, so that the higher the context stability, the less its complexity Note 1 to entry:
Ranges between “structured – predictable” situations and “unpredictable – unstructured” situations. 3.12 behavior observable outcome of attitudes Note 1 to entry:
Ranges between “the ability to apply” and “the ability to conceive”. 3.13 plan e-Competence area related to the capabilities of conceiving, deciding, designing and setting up products, services, actions and policies [SOURCE: CMMI 2006] 3.14 build e-Competence area concerned with the capabilities of development and implementation of products, services and solutions [SOURCE: CMMI 2006] 3.15 run e-Competence area focused on the capabilities of provisioning, supporting and maintaining the products, services and solutions delivered or deployed [SOURCE: CMMI 2006] 3.16 enable e-Competence area representing capabilities that produce the proper conditions and the facilities for implementing and managing ICT systems, e.g. security, quality management, marketing and selling, distributing and supplying, procuring, acquiring incl. outsourcing, disposition [SOURCE: CMMI 2006] 3.17 manage e-Competence area representing companies’ daily business administration and improvement [SOURCE: CMMI 2006] SIST EN 16234-1:2016



EN 16234-1:2016 (E) 10 4 Symbols and abbreviated terms The following symbols and abbreviated terms are used in Clause 7. CMMI - Capability Maturity Model Integration COBIT - Control OBjectives for Information and related Technology CPD - Continuing Professional Development CSR - Corporate Social Responsibility DBMS - DataBase Management Systems DSS - Data Storage Server IaaS - Infrastructure as a Service ICT - Information and Communication Technology IDE - Integrated Development Environment IDL - Interface Definition Languages IPR - Intellectual Property Rights IS - Information Systems (in the broad understanding of including software, hardware, data, people, procedures and business processes) ISO - International Standardization Organization ITIL - Information Technology Infrastructure Library KPI - Key Performance Indicator PaaS - Platform as a Service RAD - Rapid Application Development SaaS - Software as a Service SLA - Service Level Agreement SWOT - Strengths, Weaknesses, Opportunities and Threats [analysis] VAR - Value-Added Resellers 5 General principles 5.1 General This standard is structured across four dimensions. These dimensions reflect different levels of business and human resource planning requirements in addition to job and work proficiency guidelines and are specified as follows. 5.2 Dimension 1: Five e-Competence areas Five e-Competence areas were derived from the ICT main business processes PLAN – BUILD – RUN – ENABLE – MANAGE in order to identify sets of e-Competences expressing the abilities of planning (conceiving, designing, deciding, etc.), building (developing and implementing), running (delivering, supporting, maintaining, etc.), enabling (creating the proper conditions), and managing. They are named identically: A. PLAN B. BUILD SIST EN 16234-1:2016



EN 16234-1:2016 (E) 11 C. RUN D. ENABLE E. MANAGE Assigning an e-Competence to a specific process, like PLAN or MANAGE, is not an exact science. It plays a less important role in the completed and applied standard than during its development. The main function of Dimension 1 in this standard is to serve as a navigation and entry point to the e-Competences in Dimensions 2, 3 and 4. 5.3 Dimension 2: 40 e-Competences This dimension encompasses a set of reference e-Competences for each e-Competence area. Each e-Competence is specified by a title and a generic description of the competence. A total of 40 e-Competences have been identified; they provide the generic reference definitions of this standard. The e-Competences defined within this standard are not exhaustive; nonetheless they provide a basic, clear and sound orientation for organizations which need to take decisions about recruitment, career paths, training, assessment, etc.; and also for people to understand organizations' competence needs. Furthermore, descriptions in Dimension 2 provide general and comprehensive explanations of the reference e-Competences. 5.4 Dimension 3: Five proficiency levels with EQF relationship In Dimension 3, specific proficiency levels are assigned to each e-Competence generally described in Dimension 2. The level specifications of this standard encompass the e-Competence levels e-1 to e-5. These levels have a sector specific, consistent and rational relationship to the EQF levels 3 – 8 (see Table 1). Table 1 — e-Competence levels e-1 to e-5 related to EQF level 3–8 e-Competence level related to EQF level e-5 8 e-4 7 e-3 6 e-2 4 and 5 e-1 3 The relationship between EQF learning levels and the e-Competence proficiency levels of this standard has been systematically developed to enable consistent interpretation of the EQF in the ICT workplace (see B.1). Precisely, the EQF expresses a progression from a)
absence of autonomy and responsibility, EQF level 1, to full accountability and substantial authority in one or more fields, EQF level 8 (third EQF column - Autonomy and Responsibility), b)
basic knowledge, EQF level 1, to “knowledge at the most advanced frontier of a field of work or study and at the interface between fields”, EQF level 8 (first EQF column - Kn
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