SFIA Skills
ITSP — Level 4Strategic PlanningContributes analysis, reporting and delivery insights that support ICT strategy development, communication and progress monitoring.
ISCO — Level 6Information Systems CoordinationCoordinates common approaches to information systems and services across complex organisational environments, promoting alignment and effective implementation.
CNSL — Level 6ConsultancyProvides expert business analysis and ServiceNow consultancy, engaging senior clients and guiding complex initiatives from discovery through operational adoption.
TECH — Level 5Specialist AdviceProvides authoritative advice across business analysis, ServiceNow, service design, cyber security documentation and digital delivery practices.
METL — Level 5Methods and ToolsSelects, tailors and promotes effective analysis, modelling, Agile and service management methods and tools across projects and delivery teams.
DEMG — Level 5Delivery ManagementLeads delivery activities for complex products and services, managing dependencies, risks, resources, delivery metrics and continuous improvement.
BUSA — Level 6Business Situation AnalysisLeads analysis of complex and ambiguous business situations, engaging senior stakeholders and recommending practical, strategically aligned change initiatives.
FEAS — Level 5Feasibility AssessmentManages feasibility investigations and develops options, business cases and impact assessments covering cost, benefit, risk and technical considerations.
REQM — Level 6Requirements Definition and ManagementPlans and leads requirements definition, prioritisation and lifecycle management for complex ICT, ServiceNow, cyber security and transformation initiatives.
BSMO — Level 5Business ModellingDevelops and assures complex business, process, service and data models that support strategic decisions and solution delivery.
BPTS — Level 5User Acceptance TestingPlans and manages user acceptance testing, including scenarios, acceptance criteria, environments, user support, issue analysis and reporting.
BPRE — Level 6Business Process ImprovementLeads complex process improvement and automation activities, establishing consistent methods and aligning redesigned processes with organisational objectives.
OCEN — Level 4Organisational Change EnablementSupports teams adopting new systems and ways of working through practical guidance, engagement, implementation support and issue resolution.
CIPM — Level 3Organisational Change ManagementContributes to change impact analysis, implementation planning and stakeholder engagement to support controlled operational transitions.
PROD — Level 4Product ManagementManages product requirements, roadmaps and backlogs, using user insights and delivery feedback to improve services throughout their lifecycle.
DESN — Level 6Systems DesignLeads solution and system design for complex platforms and workflows, including ServiceNow services, custom applications and secure ICT capabilities.
TEST — Level 2Functional TestingSupports functional test preparation and execution by developing test data, recording results and reporting defects, findings and risks.
PRTS — Level 5Process TestingLeads risk-based testing of end-to-end business and service processes, ensuring workflows align with operational needs and improvement objectives.
DATM — Level 3Data ManagementApplies established data management and quality practices, documenting procedures and supporting secure, consistent use of organisational data.
DTAN — Level 4Data Modelling and DesignPlans and develops data models that clarify information requirements and support solution, integration and reporting decisions.
DBDS — Level 3Database DesignContributes database and data-store specifications that support project requirements, system workflows and reliable information access.
CEXP — Level 3Customer ExperienceAnalyses user and customer needs, documents service journeys and contributes to practical improvements across digital service touchpoints.
UNAN — Level 4User Experience AnalysisElicits user experience requirements, develops user stories and defines measurable usability and accessibility goals for complex solutions.
HCEV — Level 3User Experience DesignCreates and reviews design artefacts for user interactions, applying agreed usability, accessibility, security and branding requirements.
USEV — Level 2User Experience EvaluationSupports user experience evaluation by preparing test environments and gathering structured feedback on designs and prototypes.
SLMO — Level 5Service Level ManagementDefines, negotiates and monitors service levels, diagnosing delivery issues and improving operational methods and service performance.
SCMG — Level 5Service Catalogue ManagementManages service catalogue content and governance, working with service owners to maintain accurate, consistent and relevant service information.
RMGT — Level 2Records ManagementApplies established records handling, metadata, retention, security and accessibility practices to support compliant information management.
RLMT — Level 7Stakeholder Relationship ManagementSets the strategic approach to stakeholder engagement, manages relationships with senior stakeholders and provides a trusted escalation point for complex issues.
CSMG — Level 2Customer Service SupportSupports service requests, knowledge documentation, issue allocation and customer satisfaction monitoring within structured service environments.
