SFIA (Skills Framework for Information Ages)Ce référentiel est développé en Grande-Bretagne. Il se distingue du référentiel du Cigref car il décrituniquement <strong>des</strong> compétences, sans proposer de regroupement de ces compétences au sein demétiers ou d’emplois.Sa structuration est intéressante :• un axe générique de 7 niveaux de compétences avec <strong>des</strong> évolutions sur les aspects « autonomy »,« influence », « complexity », « business skills » ;• 90 compétences liées à la fonction <strong>SI</strong> décrite, avec une <strong>des</strong>cription générique, et <strong>des</strong> précisionscorrespondant aux 7 niveaux génériques.SFIA 4G: Framework reference Framework summarySFIA 4G: Framework reference Framework summarySFIA 4G: Framework reference Solution development and implementation: Installation and integrationFramework summaryCategory Subcategory Skill Code 1 2 3 4 5 6 7Strategy and Information strategy Corporate governance of <strong>IT</strong> GOVN 6 7architectureInformation management IRMG 4 5 6 7Information systems co-ordination ISCO 6 7Information policy formation DPRO 5 6Information security SCTY 3 4 5 6Information assurance INAS 5 6 7Information analysis INAN 4 5 6Information content publishing ICPM 2 3 4 5 6Advice and guidance Consultancy CNSL 5 6 7Technical specialism TECH 5 6 7Business/<strong>IT</strong> strategy and planning Research RSCH 3 4 5 6Innovation INOV 6Business process improvement BPRE 5 6 7Enterprise architecture STPL 5 6 7Business risk management BURM 5 6Sustainability strategy SUST 5 6Technical strategy and planning Solution architecture ARCH 5 6Emerging technology monitoring EMRG 5 6Continuity management COPL 4 5Software development process improvement SPIM 5 6 7Sustainability management for <strong>IT</strong> SUMI 5 6Network planning NTPL 5 6Methods and tools METL 4 5 6Business change Business change implementation Portfolio management POMG 5 6 7Programme management PGMG 6 7Project management PRMG 4 5 6 7Business change management Business analysis BUAN 3 4 5 6Business process testing BPTS 4 5 6Change implementation planning andCIPM 5 6managementOrganisation <strong>des</strong>ign and implementation ORDI 5 6Benefits management BENM 5 6Business modelling BSMO 2 3 4 5 6Sustainability assessment SUAS 4 5 6Relationship management Stakeholder relationship management RLMT 5 6SolutionSystems development Systems development management DLMG 5 6 7development andData analysis DTAN 2 3 4 5implementationRequirements definition and management REQM 2 3 4 5 6Systems <strong>des</strong>ign DESN 2 3 4 5 6Network <strong>des</strong>ign NTDS 5 6Database/repository <strong>des</strong>ign DBDS 2 3 4 5 6Programming/software development PROG 2 3 4 5Safety engineering SFEN 3 4 5 6Sustainability engineering SUEN 4 5 6Information content authoring INCA 2 3 4 5 6Testing TEST 2 3 4 5 6Human factors Systems ergonomics HCEV 3 4 5 6Usability requirements analysis UNAN 3 4 5Usability evaluation USEV 2 3 4 5Human factors integration HFIN 5 6 7Installation and integration Systems integration <strong>SI</strong>NT 2 3 4 5 6Porting/software integration PORT 3 4 5 6Systems installation/decommissioning H<strong>SI</strong>N 1 2 3 4 5Category Subcategory Skill Code 1 2 3 4 5 6 7ServiceService strategy <strong>IT</strong> management <strong>IT</strong>MG 5 6 7managementFinancial management for <strong>IT</strong> FM<strong>IT</strong> 4 5 6Service <strong>des</strong>ign Capacity management CPMG 4 5 6Availability management AVMT 4 5 6Service level management SLMO 2 3 4 5 6 7Service transition Configuration management CFMG 2 3 4 5 6Change management CHMG 3 4 5 6Release management RELM 3 4 5 6Service operation System software SYSP 3 4 5Security administration SCAD 3 4 5 6Radio frequency engineering RFEN 2 3 4 5 6Applications support ASUP 2 3 4 5<strong>IT</strong> operations <strong>IT</strong>OP 1 2 3 4Network control and operation NTOP 3 4 5 6Database administration DBAD 2 3 4 5Network support NTAS 2 3 4 5Problem management PBMG 4 5Service <strong>des</strong>k and incident management USUP 1 2 3 4 5Procurement Supply management Procurement PROC 5 6and managementSupplier relationship management SURE 3 4 5 6 7supportQuality management Quality management QUMG 5 6 7Quality assurance QUAS 3 4 5 6Quality standards QUST 2 3 4 5Compliance review CORE 3 4 5 6Safety assessment SFAS 5 6Technology audit TAUD 4 5 6 7Resource management Programme and project support office PROF 2 3 4 5Asset management ASMG 4 5 6Client services management CSMG 5 6Professional development PDSV 5 6Resourcing RESC 5 6Learning and development Learning and development management ETMG 5 6Learning resources creation and maintenance TMCR 4 5Education and training delivery ETDL 3 4 5Client interface Sales and marketing Marketing MKTG 3 4 5 6Selling SALE 4 5 6Client support Account management ACMG 5 6Sales support SSUP 1 2 3 4 5 6Installation and integration Level 6 Ensures the availability of hardware, diagnostic tools. Corrects malfunctions, calling onsoftware, and resources for the systems testing of other experienced colleagues and externalplatform-specific versions of one or more resources if required. Documents details of allsoftware products. Defines configurations hardware/software items that have beenSystems integration (<strong>SI</strong>NT)required for testing with reference to agreed installed and removed so that configurationtesting standards. Evaluates new developments management records can be updated. DevelopsThe incremental and logical integration andin the organisation and the industry and advises installation procedures and standards, andtesting of components and/or subsystems andsenior management on potential growth, schedules installation work. Provi<strong>des</strong> specialisttheir interfaces in order to create operationalproblem areas and resourcing needs. Ensures guidance and advice to less experiencedservices.adherence to agreed standards and good colleagues to ensure best use is made ofLevel 6 Sets standards, strategies andpractice.available assets, and to maintain or improve theprocedures across the <strong>IT</strong> service lifecycleinstallation service.Level 5 Leads a team, providing <strong>expert</strong> technical(including the development lifecycle) in the areasknowledge in the systems testing ofLevel 3 Installs or removes hardware and/orof systems integration and testing and ensuresplatform-specific versions of the software software, using supplied installation instructionsthat practitioners adhere to them. Managesproducts, on varying platforms. Provi<strong>des</strong> specialist and tools including, where appropriate, handoverresources to ensure that the systems integrationguidance information to support, systems testing to the client. Conducts tests, correctsfunction operates effectively.and quality assurance functions to assist in malfunctions, and documents results inLevel 5 Designs and builds integrationimproving procedures.accordance with agreed procedures. Reportscomponents and interfaces. Leads practicaldetails of all hardware/software items that haveLevel 4 Configures software and equipment andintegration work under the technical direction ofbeen installed and removed so that configurationtests platform-specific versions of one or morethe system /service <strong>des</strong>igner. May contribute tomanagement records can be updated. Provi<strong>des</strong>software products. Reports the outcome ofthe overall <strong>des</strong>ign of the service. May define theassistance to users in a professional mannertesting and identifies potential improvements totechnical criteria for product/componentfollowing agreed procedures for further help orthe process and to the software productsselection. Contributes to decisions about tools,escalation. Maintains accurate records of useraccording to agreed <strong>des</strong>igns and standards.methods and approaches.requests, contact details and outcomes.Contributes to the development of installationLevel 3 Assists in the configuration of softwareLevel 4 Defines the integration build, acceptsprocedures and standards.and equipment and the systems testing ofsoftware modules from software developers, andplatform-specific versions of one or moreproduces software builds for loading onto theLevel 2 Installs or removes hardware and/orsoftware products. Documents faults,target environment. Configures the hardwaresoftware, and associated connections, usingimplements resolutions and retests to agreedenvironment, produces integration testsupplied installation instructions and tools.standards.specifications, and conducts tests, recordingConducts tests and corrects malfunctions, callingdetails of any failures and carrying out faulton help from more experienced colleagues ifdiagnosis.required. Documents results in accordance withSystemsagreed procedures. Assists with the evaluation ofLevel 3 Defines the integration build and installation/decommissioning change requests. Contributes, as required, toproduces a build definition for generation of theinvestigations of problems and faults concerning(H<strong>SI</strong>N)software. Accepts software modules fromthe installation of hardware and/or software andsoftware developers, and produces softwareconfirms the correct working of installations.The installation, testing, implementation orbuilds for loading onto the target hardware fromdecommissioning and removal of cabling, wiring,software source code. Configures the hardwareLevel 1 Following agreed procedures, performsequipment, hardware and appropriate software,environment, produces integration testsimple installations, replaces consumable items,following plans and instructions and inspecifications, conducts tests and records thechecks correct working of installations, andaccordance with agreed standards. The testing ofdetails of any failures. Carries out and reportsdocuments and reports on work done.hardware and software components, resolvingfault diagnosis relating to moderately complexmalfunctions found and recording the results.problems.The reporting of details of hardware and softwareLevel 2 Produces software builds from software installed so that configuration managementsource code. Conducts tests as defined in an records can be updated.integration test specification, records the detailsLevel 5 Takes responsibility for installationof any failures, and carries out fault diagnosisprojects, providing effective team leadership,relating to simple failures, reporting the results ofincluding information flow to and from thethe diagnosis in a clear and concise manner.customer during project work. Develops andimplements quality plans and methodstatements. Monitors the effectiveness ofPorting/software integrationinstallations and ensures that appropriate(PORT)recommendations for change are made.The integration of software products into existingLevel 4 Undertakes routine installations andsoftware environments to produce newde-installations of items of hardware and/orplatform-specific versions of the softwaresoftware. Takes action to ensure targets are metproducts.within established safety and quality procedures,including, where appropriate, handover to theclient. Conducts tests of hardware and/orsoftware using supplied test procedures and4527Ses avantages• très détaillé et complet (dans sa dernière version, <strong>des</strong> compétences liées au développement durable/green <strong>IT</strong> on par exemple été ajoutées),• utilisation souple.Ses inconvénients• référentiel en anglais,• référentiels de compétences, difficilement utilisable en support de benchmarck, et ne fournissantpas d’orientation pour la constitution d’emploi/métier.40 <strong>IT</strong>-<strong>expert</strong> n°93 - septembre/octobre 2011
Rubrique à brace-Competence FrameworkCe référentiel a été construit en s’appuyant sur les travaux du CIGREF, du SFIA et d’un référentielallemand (A<strong>IT</strong>TS).Il reprend les principes de structuration du SFIA, mais en fournissant une vision plus macroscopique,simplifiée par rapport au SFIA : seulement 32 compétences, et 5 niveaux de compétences.European e-Competence Framework 1.0European e-Competence Framework 1.0European e-Competence Framework 1.0European e-Competence Framework overviewDimension 1 Dimension 2 Dimension 35 e-Comp.e-Competence proficiency levels32 e-Competences identifiedareas (A – E)e-1 to e-5, related to EQF levels 3-8e-CF levels identified per competencee-1 e-2 e-3 e-4 e-5A. PLAN A.1. IS and Business Strategy AlignmentA.2. Service Level ManagementA.3. Business Plan DevelopmentA.4. Specification CreationA.5. Systems ArchitectureA.6. Application DesignA.7. Technology WatchingB.1. Design and DevelopmentB. BUILDB.2. Systems IntegrationB.3. TestingB.4. Solution DeploymentB.5. Technical Publications DevelopmentC.1. User SupportC. RUNC.2. Change SupportC.3. Service DeliveryC.4. Problem ManagementD.1. Information Security Strategy D. ENABLE DevelopmentD.2. ICT Quality Strategy DevelopmentD.3. Education and Training ProvisionD.4. PurchasingD.5. Sales Proposal DevelopmentD.6. Channel ManagementD.7. Sales ManagementD.8. Contract ManagementE.1. Forecast DevelopmentE. MANAGEE.2. Project and Portfolio ManagementE.3. Risk ManagementE.4. Relationship ManagementE.5. Process ImprovementE.6. ICT Quality ManagementE.7. Business Change ManagementE.8. Information Security ManagementEuropean e-Competence Framework full versionDimension 1 A. PLANe-Competence areaDimension 2 A.1. IS and Business Strategy Alignmente-Competences: Title Anticipates long term business requirements and determines the Information System model in line with+ generic <strong>des</strong>cription organisation policy. Makes strategic ICT policy decisions for the enterprise (ERP, CRM, Groupware, Networketc.).Dimension 3Level 1 Level 2 Level 3 Level 4 Level 5e-Competence — — — — Provi<strong>des</strong> strategic leadership to reach consensus and commitmentfrom the leadership management team for the construc-proficiency levels(on e-CF levels e-1tion and implementation of long term innovative solutions.to e-5, related toEQF levels 3 to 8)Dimension 4s1. analyses business processes and architecturesKnowledge (k) ands2. determines requirements for processes related to ICT Servicesskills (s) exampless3. identifies, analyses and defines user/customer needss4. ….k1. knows ERP system potential and opportunitiesk2. …Dimension 2 A.2. Service Level Managemente-Competences: Title Defines, validates and makes applicable service level agreements and underpinning contracts for services+ generic <strong>des</strong>cription offered. Negotiates service performance levels taking into account the needs and capacity of customersand business.Dimension 3Level 1 Level 2 Level 3 Level 4 Level 5e-Competence — — Influences and prepares the final Provi<strong>des</strong> leadership to amend the —proficiency levelsservice level agreement (SLA) and enterprise strategy with respect to(on e-CF levels e-1accounts for the final content.Service Level Agreements in order toto e-5, related toachieve forecasted results.EQF levels 3 to 8)Dimension 4Knowledge (k) ands1. ...skills (s) examplesk1. ....Dimension 1 C. RUNe-Competence areaDimension 2 C.1. User Supporte-Competences: Title Responds to user requests and issues; records relevant information. Resolves or escalates incidents and+ generic <strong>des</strong>cription optimises system performance. Monitors solution outcome and resultant customer satisfaction.Dimension 3Level 1 Level 2 Level 3 Level 4 Level 5e-Competence Routinely interacts with Acts systematically to interpretuser problems. Applies and is accountable for en-Manages others activities — —proficiency levels users to apply ICT-product(on e-CF levels e-1 knowledge and skill to questioning techniques suring that agreed serviceto e-5, related to respond to user requests to clarify and understand levels are met. Plans resourceallocation to ensureEQF levels 3 to 8) and issues. Solves straightforwardincidents following Relates user symptoms to support is available withinthe underlying user issue.prescribed procedures. known solutions using experienceof interrogating a creatively, and seeks op-user business hours. Actssolution database. Escalates portunities for continuouscomplex or unresolved service improvement byincidents to a more senior analysing root causes. Managescosts to budget.operative. Records andtracks issue from outset toconclusion.Dimension 4Knowledge (k) and s1. ...skills (s) examples k1. ....Dimension 2 C.2. Change Supporte-Competences: Title Implements and provi<strong>des</strong> guidance for the evolution of an <strong>IT</strong> solution. Controls and schedules software or+ generic <strong>des</strong>cription hardware modifications to prevent multiple upgra<strong>des</strong> creating unpredicatable outcomes. Minimises servicedisruption as a consequence of changes and adheres to defined service level agreement.Dimension 3Level 1 Level 2 Level 3 Level 4 Level 5e-Competence — Acts systematically to respond to day Exploits skills to ensure integrity of — —proficiency levelsby day operational needs and reacts the system by controlling the applicationof functional updates, software or(on e-CF levels e-1to them, avoiding service disruptionsto e-5, related toand maintaining coherence to service hardware additions and maintenanceEQF levels 3 to 8)level agreement.activities. Scrupulously maintainsrecords of system configuration andthe schedule for proposed changes.Dimension 4Knowledge (k) ands1. ...skills (s) examplesk1. ....4 / 215 / 2111 / 21European e-Competence Framework 1.0www.ecompetences.euEuropean e-Competence Framework 1.0www.ecompetences.euEuropean e-Competence Framework 1.0www.ecompetences.euSes avantages• référentiel promu au niveau européen,• niveau relativement macroscopique, facile à utiliser.Ses inconvénients• référentiel en anglais,• insuffisamment de détails pour apporter <strong>des</strong> réponses à <strong>des</strong> problématiques très ciblées.À noter que d’autres référentiels, qui ne sont pas spécifiquement dédiés aux emplois et compétences,décrivent aussi <strong>des</strong> activités, fonctions, rôles… (C’est le cas par exemple d’<strong>IT</strong>IL, qui décrit les activitésde «<strong>IT</strong> Operations Manager », « Technical Architect », « Application analyst »…). nAlexandre Falconnier,ManagerGuillaume De Bats,ManagerAlexandre FALCONNIER et Guillaume DE BATS accompagnent leurs clients D<strong>SI</strong> dans leurs projets de transformation et d’optimisation,en <strong>parti</strong>culier sur les volets RHActeur majeur du conseil en management et organisation, ORESYS est un cabinet indépendant de 250 consultants, basé à Paris, Lyon,Lille, Nantes, Toulouse et à Bruxelles, Lausanne. ORESYS aide ses clients à piloter leurs activités et leurs investissements, améliorerleur performance et mettre en œuvre leurs projets de transformation.Site web : www.oresys.eu<strong>IT</strong>-<strong>expert</strong> n°93 - septembre/octobre 201141
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