V Skill HF-D7.5-004 cross-sector 10 skills
Incident management and troubleshooting
Takes in disruptions, establishes the cause through targeted steps, restores the service and keeps reporters and stakeholders informed.
How hrmforce measures this
- Assessment method
- Work sample test · rho 0.33 (SD 0.09)
- hrmforce instrument
- Work sample test, Knowledge test (client-specific)
- Competency (50-framework)
- Problem Analysis
- Trainability
- high
- Demand outlook 2026 to 2030
- stable
The candidate performs a representative work sample under standardised conditions.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Logs a disruption completely, works through the standard steps and escalates as soon as own steps do not work. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Sets an investigation line for an unfamiliar disruption, restores the service and records cause and solution for reuse. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Designs the organisation's incident process, leads the response to major disruptions and accounts for it to management and clients. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| K | Applying ITIL incident management ITIL · Incident management | Works according to the itil steps for logging, categorising, resolving and closing incidents. | stable |
| V | Performing fault diagnosis Troubleshooting · Fault diagnosis | Scopes a fault, eliminates causes step by step and confirms the cause before repairing it. | stable |
| V | Determining priority and impact Priority assessment | Determines urgency and impact of a ticket according to the agreed matrix and records the priority. | stable |
| V | Escalating according to procedure Escalation | Hands a ticket over in time to a higher line or supplier with complete context and the agreed deadline. | stable |
| G | Communicating during an outage Outage communication | Informs users and stakeholders about impact, expectation and next steps for as long as the outage lasts. | rising |
| V | Performing root cause analysis Root cause analysis | Seeks the underlying cause after recovery using a fixed method and records measures against recurrence. | rising |
| T | TOPdesk TOPdesk | Registers and handles tickets, changes and knowledge items in TOPdesk and uses its reporting. | stable |
| T | Jira Service Management Jira Service Management | Handles requests and incidents in Jira Service Management with queues, statuses and service level agreements. | stable |
| V | Coordinating a major incident Major incident management | Leads the response to a widespread outage by assigning roles, making decisions and maintaining the timeline. | rising |
| V | Running a post incident review Post incident review · Postmortem | Reviews with those involved what happened and what can improve, without blaming, and follows up on actions. | rising |