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ITIL roles are used to define responsibilities. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions. The role definitions suggested here are intentionally kept short, capturing the main characteristics of the key ITIL roles. Popular ITIL rolesIncident ManagerThe Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. [...] Problem ManagerThe 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. [...] Change ManagerThe Change Manager controls the lifecycle of all Changes. His primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services. [...]Business Relationship ManagerThe Business Relationship Manager is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services. [...]Project ManagerThe Project Manager is responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates. [...]Service Level ManagerThe Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. [...]ITIL 4 rolesThe roles described here follow the specifications of ITIL V3 and are grouped by Service Lifecycle stage. Organizations that wish to adopt ITIL 4 will find that the latest edition of ITIL is less prescriptive about processes - and roles. Instead of specifiying a fixed set of processes, ITIL V4 introduces a holistic approach and shifts the focus on 34 'practices'. For each practice, ITIL 4 describes the key activities, inputs, outputs and exemplary roles. This gives organizations more freedom to define tailor-made processes and responsibilities.
What is more, in our YaSM Wiki we describe leaner set of 19 service management processes that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a complete set of service management roles that is a good starting point for organizations that wish to adopt ITIL 4. In the YaSM Service Management Wiki you can learn more about these roles. You can also download a complete RACI matrix for service management roles and processes. ITIL roles and responsibilitiesITIL roles - Service StrategyBusiness Relationship Manager
Demand Manager
Financial Manager
IT Steering Group (ISG)
Service Portfolio Manager
Service Strategy Manager
ITIL roles - Service DesignApplications Analyst
Availability Manager
Capacity Manager
Compliance Manager
Enterprise Architect
Information Security Manager
IT Service Continuity Manager
Risk Manager
Service Catalogue Manager
Service Design Manager
Service Level Manager
Service Owner
Supplier Manager
Technical Analyst
ITIL roles and boards - Service TransitionApplication Developer
Change Advisory Board (CAB)
Change Manager
Configuration Manager
Emergency Change Advisory Board (ECAB)
Knowledge Manager
Project Manager
Release Manager
Test Manager
ITIL roles and boards - Service Operation1st Level Support
2nd Level Support
3rd Level Support
Access Manager
Facilities Manager
Incident Manager
IT Operations Manager
IT Operator
Major Incident Team
Problem Manager
Service Request Fulfilment Group
ITIL roles - Continual Service ImprovementCSI Manager
Process Architect
Process Owner
ITIL roles outside the IT organizationCustomer
Service User
Documenting ITIL roles and responsibilities: The RACI-Matrix
A RACI matrix ("responsibility assignment matrix") provides a summary of the ITIL roles and their levels of responsibility in the ITIL processes; it defines the following responsibilities: R - Responsible, A - Accountable, C - Consulted and I - Informed. → Details: The RACI matrix → More on responsibility matrices, following the RACI model .... Roles in previous ITIL versionsRoles within Service Support
Roles within Service Delivery
ITIL V2 Bodies
Roles outside of IT Service Management
NotesIs based on: ITIL role definitions from the ITIL Process Map By: Stefan Kempter and Andrea Kempter , IT Process Maps.Popular ITIL roles › ITIL 4 roles › ITIL roles and responsibilities › Service design roles Which of the following activities is the service owner of a specific service responsibility for?Service Owner
Service owners ensure that their service is delivered within agreed service levels – thanks to service level agreements (SLAs) – and are responsible to the customer at all stages of the ITIL service lifecycle.
Which of the following activities is the service owner of a specific service responsible for presenting the service in Change Advisory Board meeting?1) Representing the service in Change Advisory Board Meetings 2) Participating in negotiating Service Level Agreement 3) Defining the process strategy 4) Liasing with the appropriate Process Owners.
What is the main responsibility of service owner?The service owner is accountable for the delivery of a specific IT service. The service owner is responsible to the customer for the initiation, transition and ongoing maintenance and support of a particular service and accountable to the IT director or service management director for the delivery of the service.
Which of the following activities is service level management responsible for?The objectives of service level management are to do the following: Define, document, agree, monitor, measure, report, and review the level of IT services that are being provided. Make sure that the targets which are set are precise and assessable. Monitor the levels of customer satisfaction and improve them.
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