The Standard

The Zero Outage Value Chain

The Zero Outage Value Chain is aligned to IT4IT with its 4 phases; namely Plan, Build, Deliver & Run.

The Zero Outage Value Chain is a model that focuses on the end to end integration of capabilities and their respective roles. The fundamental problem is that IT is sub-optimizing its siloes rather than optimizing its service values by collaborating across organizations.

In this section we align existing and generic job roles to the relevant phases and we assign the necessary competencies to those roles.

We understand that there might be differences within job roles and skill levels depending on whether these are in a supplier or a consumer context. However, the competencies remain the same. It is not in the interest of the association to define SLA’s. Clear expectations need to be set by the parties involved. In this section, we align job roles to the relevant phases and we assign the necessary competencies to those roles.

In releases to come we will expand the list of roles.

Job Profiles

The following are generic job profiles. The Zero Outage Industry Standard aligns a list of key competencies to every job role for persons working in Zero Outage environments. Detailed information can be found in the Competency Model.

 

   Key Competencies 
RoleHigh Level DescriptionFunctionalMethodicalInterpersonal
People Manager

  • People managers are responsible for the overall integration, compliance and management of Zero Outage Principles regarding the Zero Outage organizational environment competence.

  • They are furthermore responsible for recruiting and development of people as well as development of processes in the organization to meet or over achieve Zero Outage environment principles.


  • Service Architecture and Design

  • Partner Management

  • Life Cycle Management

  • Project Management

  • Life Cycle Management

  • Broad Technical Knowledge

  • Compliance & Regulatory

  • Risk Management

  • IT Strategy (Architecture& Financial


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Pro-active work approach

  • Adherence to processes

  • Communication

  • Teamwork

  • Sense for quality

  • Decision making

  • Outcome oriented

  • Learning from mistakes

  • Conflict resolution and mediation skills

  • Reliability and credibility

   Key Competencies 
RoleHigh Level DescriptionFunctionalMethodicalInterpersonal
Demand Manager

  • The Demand Manager is responsible for understanding, anticipating and influencing customer demand for services.

  • The Demand Manager works with capacity manager.

  • Establishes and maintains forecast performance measurement and evaluation


  • Partner Management

  • IT Strategy (financial)

  • Product & Demand Management

  • Broad Technical Knowledge


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage

  • Pro-active work approach

  • Communication

  • Sense for quality

  • Decision making

  • Adherence to processes

  • Outcome oriented

  • Reliability and credibility

Enterprise Architect

  • The Enterprise Architect is responsible for maintaining the Enterprise Architecture (EA), a description of the essential components of a business, including their interrelationships.

  • Bigger organizations may opt to introduce specialist EA roles like Business Architect, Application Architect, Information Architect, or Infrastructure Architect.


  • IT Strategy (Architecture)

  • IT Architecture

  • Broad technical knowledge

  • Service Architecture and Design

  • Compliance & Regulatory

  • Project Management

  • Life Cycle Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Pro-active work approach

  • Communication

  • Teamwork

  • Sense for quality

  • Decision making

  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

   Key Competencies 
RoleHigh Level DescriptionFunctionalMethodicalInterpersonal
Developer

  • The Developer is responsible for making available applications, platform and systems that allow continuous delivery, stable operations and zero downtime maintenance

  • This includes the development and maintenance of custom applications, platforms and systems as well as the customization of products from vendors.

  • Responsable for delivering applications.


  • Deep Technical Knowledge

  • Testing

  • Service Architecture and Design

  • Project Management

  • Life Cycle Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Sense for quality

  • Outcome oriented

  • Learning from mistakes

  • Reliability and credibility

  • Adherence to processes

Process Architect

  • The Process Architect is responsible for maintaining the Process Architecture (part of the Enterprise Architecture), coordinating all changes to processes and making sure that all processes cooperate in a seamless way.

  • This role often also supports all parties involved in managing and improving processes, in particular the Process Owners. Some organizations combine this role with the Enterprise Architect role.


  • Process Management

  • Lean Management

  • Continuous Improvement

  • Process Governance

  • Project Management


  • ntegration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

  • Communication

  • Teamwork

  • Sense for quality

   Key Competencies 
RoleHigh Level DescriptionFunctionalMethodicalInterpersonal
Capacity Manager

  • The Capacity Manager is responsible for ensuring that services and infrastructure can deliver the agreed capacity and performance targets in a cost effective and timely manner.

  • He considers all resources required to deliver the service, and plans for short, medium and long-term business requirements.


  • Broad Technical Knowledge

  • Service Architecture and Design

  • Partner Management

  • Life Cycle Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Teamwork

  • Sense of urgency to reduce business impacts

  • Pro-active work approach

  • Sense for quality

  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

  • Reliability and credibility

   Key Competencies 
RoleHigh Level DescriptionFunctionalMethodicalInterpersonal
Availability Manager

  • The Availability Manager is responsible for defining, analyzing, planning, measuring and improving all aspects of the availability of IT services.

  • Responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed service level targets for availability.

  • Broad Technical Knowledge

  • Life Cycle Management

  • Service Architecture and Design

  • Continuous Service Improvement

  • Service Level Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Outcome oriented

  • Learning from mistakes

  • Sense of urgency to reduce business impacts

  • Pro-active work approach

  • Communication

  • Teamwork

  • Sense for quality

  • Decision making

IT Service Continuity Manager

  • The IT Service Continuity Manager is responsible for managing risks that could seriously impact IT services.

  • Ensuring that the IT service provider can provide minimum agreed service levels in cases of disaster, by reducing the risk to an acceptable level and planning for the recovery of IT services.


  • Risk Management

  • IT Architecture

  • Service Architecture and Design

  • Testing

  • Compliance & Regulatory

  • Crisis Management

  • Broad Technical Knowledge


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Sense of urgency to reduce business impacts

  • Pro-active work approach

  • Communication

  • Teamwork

  • Sense for quality

  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

  • Reliability and credibility

Change Manager

  • The Change Manager controls the lifecycle of all Changes.

  • The primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services.

  • For important Changes, the Change Manager will refer the authorization of Changes to the Change Advisory Board (CAB).

  • Leads the application of emergency changes and calls for the emergency change advisory board (ECAB).


  • Broad Technical Knowledge

  • Process Knowledge

  • Change Management

  • Service Design

  • Project Management

  • Testing

  • Life Cycle Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Pro-active work approach

  • Communication

  • Teamwork

  • Sense for quality

  • Decision making

  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

IT Operator

  • IT Operators are the staff who perform the day-to-day operational activities.

  • Typical responsibilities include: Performing backups, ensuring that scheduled jobs are performed, installing standard equipment in the data center.


  • Deep Technical Knowledge

  • Service Design

  • Testing

  • Process knowledge

  • Life Cycle Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Sense of urgency to reduce business impacts

  • Pro-active work approach

  • Sense for quality

  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

  • Reliability and credibility

Incident Manager

  • The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.

  • Represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.


  • Broad Technical Knowledge

  • Process Knowledge

  • Service Design

  • Communication Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Sense of urgency to reduce business impacts

  • Pro-active work approach

  • Communication

  • Teamwork

  • Decision making

  • Adherence to processes

  • Outcome oriented

  • Conflict resolution and mediation skills

  • Reliability and credibility

Manager on Duty (Major Incident Team)

  • A dynamically established team of IT managers and technical experts, usually under the leadership of the Incident Manager, formulated to concentrate on the resolution of a Major Incident.

  • Responsible to orchestrate the technical resolution of a service disruption and coordinates the expert team to solve a major incident. This team is staffed 24/7.

  • Acts as management representative and the decision maker.


  • Broad Technical Knowledge

  • Process Knowledge
    - Crisis Management/ Escalation Management

  • Compliance & Regulatory

  • Service Level Management

  • Communication Management

  • Risk management/ awareness


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Sense of urgency to reduce business impacts

  • Communication

  • Teamwork

  • Decision making

  • Adherence to processes

  • Outcome oriented

  • Conflict resolution and mediation skills

  • Reliability and credibility

Problem Manager

  • The Problem Manager is responsible for managing the lifecycle of all Problems.

  • His primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

  • To this purpose he maintains information about Known Errors and Workarounds.


  • Broad Technical Knowledge

  • Process Knowledge

  • Service Architecture & Design

  • Project Management

  • Life Cycle Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Outcome oriented

  • Learning from mistakes

  • Conflict resolution and mediation skills

  • Teamwork

  • Sense for quality

  • Decision making

  • Pro-active work approach

  • Reliability and credibility

Process Owner

  • A role responsible for ensuring that a process is fit for purpose.

  • The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics.

  • In larger organizations there might be separate Process Owner and Process Manager roles, where the Process Manager has responsibility for the operational management of a process.


  • Process Management

  • Lean Management

  • Continuous Improvement

  • Process Governance

  • Project Management


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Pro-active work approach

  • Communication

  • Teamwork

  • Sense for quality

  • Decision making

  • Adherence to processes

  • Outcome oriented

  • Learning from mistakes

  • Conflict resolution and mediation skills

Migration and Phase out Manager

  • Responsible for ensuring migration and phaseout are executed without customer impact.

  • Key activities are requirement engineering, planning, communication and project management.

  • This role enables consequent service - or product portfolio management and support the management of complex high availability environments.


  • Project Management

  • Life Cycle Management

  • Broad Technical Knowledge

  • Service Architecture & Design

  • Compliance & Regulatory

  • Risk Management

  • IT Strategy (Architecture& Financial)


  • Integration, execution and improvement of Zero Outage within the organization

  • Effective use of relevant data and information

  • Successful creation, renovation and design methods

  • Use of standard management principles

  • Required Tools usage


  • Pro-active work approach

  • Communication

  • Teamwork

  • Sense for quality

  • Decision making

  • Outcome oriented

  • Learning from mistakes

  • Conflict resolution and mediation skills

  • Reliability and credibility