ITIL V3 Roles and Responsibilities Change Manager 1
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Roles A role is a set of connected behaviors or actions performed by a person, team or group in a specific context One person or team may have multiple roles As agreed by line management A process defines The scope of a role What triggers the behaviors or actions A RACI model / authority matrix is often used to map roles and responsibilities to processes and activities 3
Key Roles Process Owner Service Owner Accountable for overall process quality works with line managers to ensure resources are available and trained Accountable for a specific service regardless of where the underpinning technology, processes or capabilities reside Defines process strategy, Understands and represents policies and standards the service to customers Defines and monitors key Helps determine attributes (e.g. performance indicators availability, performance) Ensures the process is performed Helps negotiate SLAs as agreed and documented Ensures the service meets Ensures continual process agreed requirements improvement Ensures continual service improvement A Process Manager is responsible for operational (day-to-day) management of a process 4
Continual Service Improvement Role Responsibilities Continual Captures baseline data Improvement Monitors/reports on CSI activities and achievements Manager Works with SLM on Service Improvement Programs Coordinates CSI throughout the service lifecycle Helps present and prioritize improvements Leads, manages and delivers improvement projects Service Manager Manages the lifecycle of one or more IT services Provides leadership by developing Business Cases, product line strategies and schedules Performs service cost management activities Manages various and perhaps conflicting objectives Instills a business/market focus Encourages innovation and high performance within a rapidly changing environment 5
Service Strategy Role Product Manager Business Relationship Manager Responsibilities Product focused Key role in Service Portfolio Management Manages services as a product over their lifecycle Helps develop and execute service strategies Works closely l with Business Relationship Managers Provides leadership in building business cases Serves as expert on Lines of Service and Service Catalog Customer focused Identifies the best combination of Lines of Service and Service Level Packages for every customer outcome they manage 6
Supplier Management Role Supplier Manager Responsibilities Ensures Supplier Management goals are met Assists with SLAs and supplier contracts Ensures supplier services are scoped, documented d and aligned with SLAs Ensures IT supplier processes are consistent and interface with corporate supplier strategies and processes Maintains and reviews a Supplier and Contracts Database (SCD) Documents roles and relationships between lead and sub-contracted suppliers Assesses the impact of changes; attends CAB meetings Performs contract or SLA reviews at least annually 7
Service Catalog Management Role Service Catalog Manager Responsibilities Ensures the goals of Service Catalog Management are met Ensures all operational services are recorded d in the Service Catalog Ensures all information in the Service Catalog is accurate and up to date Ensures all information in the Service Catalog is consistent with the information in the Service Portfolio Ensures the information in the Service Catalog is adequately protected and backed up 8
Event Management Service Desk Respond to events within scope/handles triggered incidents Technical and Application Management Service Design Helps classify events, designs and develops technology, defines auto responses Service Transition Conducts testing Service Operation Performs process for systems under their control Handles incidents and problems triggered by events Provides access to tools and training IT Operations Management Handles event monitoring and first-line response for delegated services 9
Access Management Service Operation functions execute ecu e Access Management age e Service Desk Receives and validates service requests for access Grants access or escalates to correct resource May detect access incidents Technical and Application Management Service Design Creates mechanisms to control service access Service Transition Tests service access controls as designed Service Operation Performs Access Management IT Operations Management Performs operational Access Management tasks Security and Availability Management define appropriate roles and so there is typically not an Access Manager 10
Functions (1) Functions are units of organizations specialized to perform certain types of work and are responsible for specific outcomes Self-contained units with capabilities and resources needed for performance and outcomes Work methods Knowledge Experience Defined roles, responsibilities and authorities Functions provide structure and stability to organizations 11
Functions (2) Service Operation Functions Service Desk Technical Management IT Operations Management Application Management IT Operations Control Facilities Management Well-defined processes improve productivity within and across functions 12
Technical Management Function Role Custodian of technical knowledge and expertise Provides resources needed to support services and manage the IT infrastructure Objectives Plan, implement and maintain i a stable infrastructure t Well-designed, resilient, cost-effective Use technical skills to quickly diagnose and resolve failures May overlap IT Operations Management managing g and maintaining the IT infrastructure Application Management designing, testing and improving services 13
Application Management Function Role Manages applications throughout their lifecycle Helps design, test and improve of applications Objectives Identify functionality and manageability requirements for application software Assist in the design and deployment of applications Provide application support and improvements Apply application skills to quickly resolve incidents May overlap IT Operations Management providing application support Technical Management designing, testing and improving services 14
IT Operations Management Function Role IT Operations Control Console management Job scheduling Backup and restore Print and output t May use an Operations Bridge or Network Operations Center (NOC) Facilities Management Data centers Recovery sites Data center outsourcing contract management Objectives 15 Maintain day-to-day process and activity stability Identify ways to improve service, maintain stability and reduce costs Apply operational skills to quickly diagnose and resolve failures IT Operations Management may overlap with Technical & Application Management
Certified Process Design Engineer (CPDE) A CPDE Oversees process design and improvement activities Ensures processes satisfy customer requirements He or she may serve in multiple roles including Project manager Facilitator Process analyst Process design engineer Process owner Process manager 16
RACI Model/Authority Matrix Incident Management Tasks SD/IM Ops & Support User 3 rd Party Incident Acceptance and Management Control A,R,C,I I C,I Incident Recording A, R C I I C,I Incident Matching A,R,C,I Incident Categorization and Prioritization A,R,C,I C,I C,I C,I Initial Diagnosis and Support Provision A,R,C,I C,I C,I C,I Assignment to 2 nd / 3rd Level A,R,C,I,, C I C Full Investigation and Diagnosis A,R,C,I R,C,I C,I R,C,I Responsible People or groups responsible for task Accountable Individual accountable for task results Consulted People who are consulted Informed processes and 17 activities People who are regularly informed of progress A RACI Model/Authority Matrix maps roles and responsibilities to
Want to Learn More? Now available ITIL V3 Foundation / Bridge ITIL V3 Capability RCV & OSA ITIL V3 Service Manager Bridge ITIL V3 Books ISO/IEC 20000 (ISO 20K) Foundation Certified Process Design Engineer (CPDE) TM MOF 4.0 Foundation Coming soon More V3 Capability, Lifecycle, Managing Across the Lifecycle ISO 20K Professional Level Modules 18
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ITIL V3 Bridging Scheme V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification. 20
ITIL V3 Certification Scheme Advanced ITIL Expert 5 points Managing Across the Lifecycle 3 points each 4 points each SS SD ST SO CSI Service Offerings and Agreement (SOA) Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream 2 points V3 Foundation 21 Capability Stream 2008