Itil roles and responsibilities template

IT Process Wiki. Namespaces Page Discussion. More More. Page actions Read View source History. Roles within Service Support.

A role is defined in a process or function. One person or team may have multiple roles. For example, the roles of incident manager and problem manager may be carried out by a single person. Roles are often confused with job titles but it is important to realize that they are not the same. Each organization will define appropriate job titles and job descriptions which suit their needs, and individuals holding these job titles can perform one or more of the required roles.

There is no single best way to organize your IT structure. Any changes made will need to take into account:. The starting point for organizational design is strategy , as it sets the direction and guides the criteria for each step of the design process. For strategy to be successful, an organization will need to clearly define the roles and responsibilities required to undertake the processes and activities.

As the organization grows and matures, changes in roles and relationships must be made or problems will arise. This is particularly important for organizations adopting a service orientation, as pressures for efficiency and discipline inevitably lead to greater formalization and complexity.

In a small organization multiple roles may be combined under one person. In larger organizations there may be many different people carrying out each of these roles, split by geography, technology or other criteria. For a small department, multiple roles can be combined as shown. While the numbers are few, the people can be charged with owning multiple services and processes. This structure is simple in nature.

Get ITIL advice for small- and medium-size businesses. For a large department, specialization can take place as dedicated service and process roles can be assigned to individuals and teams where necessary.

Take care to prevent a silo mentality and complexity managed due to the various links between multiple units and persons. In ITSM, roles can be categorized or combined in a number of different ways, depending on the organizational context:. Clear definitions of accountability and responsibility are essential for effective service management.

When using RACI, there is only one person accountable for an activity for a defined scope of applicability. Each Service needs an owner. The Service Owner is accountable for the Service without regard for where the technology, processes, or other enablers reside.

In short, the Service Owner owns the end-to-end Service even if he or she relies on other Services to provide the Service. For example, the Business Service supporting Accounting will rely on multiple Infrastructure Services. The Service Owner will be the primary stakeholder in these supporting Services. This owner wants to ensure that these supporting Services enable his or her Service to be successful. This role is responsible for managing the end-to-end lifecycle of one or more IT Services.

The Service Manager: Provides leadership on the development of the business case and process architecture, Service deployment and lifecycle management schedules, Performs Service cost management activities in close partnership with other organizations such as operations, engineering, and finance. This document identifies the scope of expectations made by the Business Organization and commitments made by the IT Organization. The Problem Process Activity Design document is based on the activity level process flow.