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Service Phase | Role Title | Staff | Description |
Service Strategy | The IT Steering Group (ISG) | CIO Directs | The IT Steering Group (ISG) sets the direction and strategy for IT Services. It includes members of senior management from business and IT. The ISG reviews the business and IT strategies in order to make sure that they are aligned. |
Service Strategy | Financial Mgmt Process Owner/Financial Manager | Open | The Financial Manager is responsible for managing an IT service provider's budgeting, accounting and charging requirements. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Strategy | Service Portfolio Manager | CIO Directs | The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the IT Steering Group, and develops the service provider's offerings and capabilities. |
Service Design | Service Catalog Manager | Ricardo Chavira | The Service Catalog Manager is responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalog is accurate and up-to-date. |
Service Design | Service Level Management Process Owner | Ricardo Chavira | The SLM Process Onwer is accountable for creating a process that is fit for purpose and for maturing the SLM process across the organization. The Process Owner's responsibilities include sponsorhip, design, and continual improvement of the process and its metrics. Activities may include establishing processes, criteria, and models for Service Level Agreements; establishing a framework for Service Reviews; making sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. The Service Level Manager also monitors and reports on service levels. |
Service Design | Service Owner (or IT Service Manager) | Service Specific Role | The Service Owner is responsible for delivering a particular service within the agreed service levels. Typically, he acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs), and sets the Service Level targets with the constituents of the service. Often, the Service Owner will lead a team of technical specialists or an internal support unit. |
Service Design | Service Design Manager | Service Specific Role | The Service Design Manager is responsible for producing quality, secure and resilient designs for new or improved services. This includes producing and maintaining all design documentation. |
Service Design | Applications Analyst/ Architect | Service Specific Role | The Applications Analyst/ Architect is responsible for designing applications required to provide a service. This includes the specification of technologies, application architectures and data structures as a basis for application development or customization. |
Service Design | Technical Analyst/ Architect | Service Specific Role | The Technical Analyst/ Architect is responsible for designing infrastructure components and systems required to provide a service. This includes the specification of technologies and products as a basis for their procurement and customization. |
Service Design | Risk Manager | Rich Mikelinich | The Risk Manager is responsible for identifying, assessing and controlling risks. This includes analysing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats. |
Service Design | Capacity Manager | Service Specific Role | The Capacity Manager is responsible for ensuring that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner. He considers all resources required to deliver the service, and plans for short, medium and long term business requirements. |
Service Design | Availability Manager | Service Specific Role | The Availability Manager is responsible for defining, analysing, planning, measuring and improving all aspects of the availability of IT services. He is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed service level targets for availability. |
Service Design | IT Service Continuity Manager | Service Specific Role | The IT Service Continuity Manager is responsible for managing risks that could seriously impact IT services. He ensures that the IT service provider can provide minimum agreed service levels in cases of disaster, by reducing the risk to an acceptable level and planning for the recovery of IT services. |
Service Design | IT Security Manager | Rich Mikelinich | The IT Security Manager is responsible for ensuring the confidentiality, integrity and availability of an organization’s assets, information, data and IT services. He is usually involved in an organizational approach to Security Management which has a wider scope than the IT service provider, and includes handling of paper, building access, phone calls etc., for the entire organization. |
Service Design | Compliance Manager | Rich Mikelinich | The Compliance Manager's responsibility is to ensure that standards and guidelines is followed, or that proper, consistent accounting or other practices are being employed. This includes to make sure that external legal requirements are fulfilled. |
Service Design | IT Architect | Service Specific Role | The IT Architect defines a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies. |
Service Design | Supplier Manager | Ed Frey | The Supplier Manager is responsible for ensuring that value for money is obtained from all suppliers. He makes sure that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments. |
Service Transition | Change Process Owner | Lou Tiseo | The Change Process Owner is accountable for creating a process that is fit for purpose and for maturing the change process across the organization. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Transition | Change Manager | Lou Tiseo | The Change Manager authorises and documents all changes in the IT Infrastructure and its components (Configuration Items), in order to maintain a minimum amount of interruptive effects upon the running operation. |
Service Transition | Change Advisory Board (CAB) | Updated CAB membership | In the case of further-reaching changes, he involves the Change Advisory Board (CAB). A group of people that advises the Change Manager in the Assessment, prioritisation and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties such as Suppliers. |
Service Transition | Change Owner | Service Specific Role | The person backing a Change and holding a budget for its implementation. In most cases the Change Owner is identical with the RFC initiator. Typically Changes are owned by Service Management roles (e.g. the Problem or Capacity Manager) or members of IT management. |
Service Transition | Emergency Change Advisory Board (ECAB) | Subset of CAB | A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change. |
Service Transition | Project Manager | Service Specific Role | The Project Manager is responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates. |
Service Transition | Application Developer | Service Specific Role | The Application Developer is responsible for making available applications and systems which provide the required functionality for IT services.This includes the development and maintenance of custom applications as well as the customization of products from software vendors. |
Service Transition | Release Manager/Process Owner | Andrea Wolff | The Release Manager is responsible for planning, scheduling and controlling the movement of Releases to test and live environments. His primary objective is to ensure that the integrity of the live environment is protected and that the correct components are released. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Transition | Configuration and Asset Process Owner | Julio Valdes (Config) | The SACM Process Owner is accountable for creating a process that is fit for purpose and for maturing the process across the organization. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Transition | Configuration and Asset Manager | Julio Valdes (Configuration) (Asset) | The Configuration Manager is responsible for maintaining information about Configuration Items required to deliver IT services. To this end he maintains a logical model, containing the components of the IT infrastructure (CIs) and their associations. |
Service Transition | Knowledge Management Process Owner | Dorothy Ortale | The Knowledge Process Owner is accountable for creating a process that is fit for purpose and for maturing the knowledge process across the organization ensuring it is appropriately part of a larger Knowledge and Content Management strategy. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Transition | Knowledge Manager | Dorothy Ortale | The Knowledge Manager ensures that the IT organization is able to gather, analyze, store and share knowledge and information. His primary goal is to improve efficiency by reducing the need to rediscover knowledge. |
Service Transition | Test Process Owner / Test Manager | Jason Shuff | The Test Manager ensures that deployed Releases and the resulting services meet customer expectations, and verifies that IT operations is able to support the new service. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Operations | 1st level support | Service Specific Role | The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT Service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support). 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. |
Service Operations | 2nd Level Support | Service Specific Role | 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. If necessary, it will request external support, e.g. from software or hardware manufacturers. |
Service Operations | 3rd Level Support | Service Specific Role | 3rd Level Support is typically located at hardware or software manufacturers. Its services are requested by 2nd Level Support if required for solving an Incident. |
Service Operations | Major Incident Team | Dynamically Established | A dynamically established team of IT managers and technical experts, usually under the leadership of the Incident Manager, formulated to concentrate on the resolution of a Major Incident. |
Service Operations | Incident Process Owner | Mark Kovacs | The Incident Process Owner is accountable for creating a process that is fit for purpose and for maturing the Incident process across the organization. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Operations | Incident Manager | Mark Kovacs | The Incident Manager is responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels. |
Service Operations | Problem Process Owner | Cheryl Boeher | The Problem Process Owner is accountable for creating a process that is fit for purpose and for maturing the problem process across the organization. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Operations | Problem Manager | Cheryl Boeher | The Problem Manager is responsible for managing the lifecycle of all Problems. His primary objectives are to prevent Incidents from happening, and to minimise the impact of Incidents that cannot be prevented. To this purpose he maintains information about Known Errors and Workarounds. |
Service Operations | Request Fulfillment Process Owner | Soren Sonson | The Request Fulfillment Process Owner is accountable for creating a process that is fit for purpose and for maturing the request process across the organization. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Operations | Service Request Fulfilment Group | Client Accounts or Help Desk | Service Request Fulfilment Groups specialize on the fulfilment of certain types of Service Requests. Typically, 1st Level Support will process simpler requests, while others are forwarded to the specialized Fulfilment Groups. |
Service Operations | Access Management Manager/Process Owner | Liz Burnell | The Access Manager grants authorized users the right to use a service, while preventing access to non-authorized users. The Access Manager essentially executes policies defined in IT Security Management. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Service Operations | IT Operations Manager | Lou Tiseo | An IT Operations Manager will be needed to take overall responsibility for all of the IT Operations Management activities, which include Operations Control and Facilities Management. |
Service Operations | IT Operator | Staff | IT Operators are the staff who perform the day-to-day operational activities. Typical responsibilities include: Performing backups, ensuring that scheduled jobs are performed, installing standard equipment in the data center. |
Service Operations | IT Facilities Manager | Lou Tiseo | The IT Facilities Manager is responsible for managing the physical environment where the IT infrastructure is located. This includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring. |
Continual Service Improvement | CSI Manager | Rick Smith | The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness. |
Continual Service Improvement | CSI Process Owner | Rick Smith | A role responsible for ensuring that a process is fit for purpose. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics. |
Continual Service Improvement | Process Governance Manager | Ricardo Chavira | The Process Manager is responsible for planning and coordinating all Process Management activities. He supports all parties involved in managing and improving processes, in particular the Process Owners. This role will also coordinate all Changes to processes, thereby making sure that all processes cooperate in a seamless way. This role will lead the ITIL Process Owners governance. |