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ITIL: What Are The Roles Types and Their Responsibilities



Last updated 22/05/2023

ITIL: What Are The Roles Types and Their Responsibilities

With the formation of IT Service Management (ITSM) abilities, you'll see that job types are a significant angle to incorporate; in light of the fact that all things considered, you can't complete anything without the perfect individuals (and with those opportune individuals knowing precisely what they ought to and shouldn't do). 

To help, ITIL presents various nonexclusive job types that are then material over its different ITSM procedures (or capacities) – where these are then explicit, as opposed to conventional, jobs, for example, the conventional jobs become explicit when connected to a certain ITIL procedure, for example, occurrence the executives. 

These conventional job types were made so as to allot obligation to people or potentially groups, and associations will frequently utilize a RACI network to assist them with doing this. Where RACI represents:

  • Responsible
  • Accountable
  • Consulted
  • Informed

Also, something essential to acknowledge, with RACI, is that obligation maybe with only one individual or a group. Though a group can never be considered responsible – and responsibility should just ever rest with singular jobs. 

This job-based structure can likewise be seen from the base up, with every one of ITIL's key explicit jobs (which relate legitimately to the procedure, or ability, they're a piece of) planning to a conventional job. For instance, an incident manager is a particular ITIL job that is straightforwardly associated with the incident management procedure. The conventional rendition of this ITIL job is: process supervisor, with this being one of four nonexclusive ITIL jobs 

To assist you with understanding these four nonexclusive jobs and the part they play in ITSM, this blog entry gives an outline of the four jobs, what they are, and what they're answerable for. 

The 4 Generic ITIL Roles

The four generic ITIL roles are:

  1. Process owner
  2. Process manager
  3. Process practitioner
  4. Service owner

It's essential to recollect that these jobs are not straightforwardly identified with work titles. What's more, that the ITIL-receiving association will pick a reasonable occupation title – comparative with their inward pecking order and wording – for the job a representative takes on. 

Jobs additionally don't really approach headcount. For instance, in a littler association, it's very normal for one worker to take on more than one job. 

How about we investigate every nonexclusive job in more detail. 

1. Process Owner

Example role: Head of Service Operations

Example processes owned: Incident management, request fulfillment, access management, event management, and problem management

The process owner’s main responsibility is to make sure the process they own operates as intended.

The procedure is referred to will in a perfect world that has been settled upon by different individuals inside the association and afterward archived. As a major aspect of this, the process owner needs to guarantee this concurred procedure can meet the first points and destinations that were set for it and furthermore guarantee that the procedure is completed according to the concurred determination. 

It's workable for a procedure proprietor to possess more than one procedure as appeared in the model job above. What's more, which procedure is possessed by which job will shift across associations and is needy upon the size and development of the business? 

Utilizing the above model, it would be the activity of the Head of Service Operations to guarantee that each procedure added to their repertoire is being completed as concurred and meeting its targets. For instance, as the process owner of the access management procedure, it would be their duty to guarantee that the procedure is fruitful in controlling access to applications in accordance with the organization's security strategy. 

The process owner is additionally responsible for the structure, sponsorship, and change management of their separate procedure in addition to the related measurements.

Additional process owner responsibilities and accountabilities include:

  • Process-related communications – the process owner must raise and maintain awareness of the process, including communicating information about, and any changes to, the process
  • Resource provision – the process owner will provide the resources required to carry out the activities of the process and ensure that other people involved fully understand their roles
  • Improvement activity – highlighting improvement opportunities, and helping to deliver them, is a key accountability factor for any process owner as well as identifying and resolving process issues
  • Periodical process reviews – the process owner should hold regular process reviews to both keep the process up-to-date and to ensure that it’s being invoked as intended
  • Periodical process audits – if necessary, the process should be audited regularly to make sure that it’s compliant with internal and/or external requirements. To do this, the process owner will need to create process-based policies and ensure that they’re adhered to. 

2. Process Manager

Example role: IT Service Desk Manager

Example processes to manage: Incident management and request fulfillment

Procedure supervisors ought to team up with the proprietor of the procedure to turn out to be the means by which exercises will be completed and are then responsible for guaranteeing they happen. 

Contingent upon the size of the association, the procedure chief may be a similar individual as the procedure proprietor. Be that as it may, for the most part, in bigger organizations, these two jobs will be isolated. 

There's likewise the potential that one procedure may have more than one chief. For example, a solitary procedure may be done in various areas, with the end goal that every area could require a different procedure supervisor. 

In the model over, the IT Service Desk Manager deals with the incident management procedure and is along these lines responsible for guaranteeing the procedure is effectively being followed. 

In this job, the IT Service Desk Manager will work intimately with the representatives who are doing the exercises corresponding to incident management to guarantee everything runs easily. In the event that an issue emerges inside the procedure, it will be the activity of the IT Service Desk Manager to take this forward and to work with the procedure proprietor to address the issue.

Additional activities for the process manager include:

  • People management – hiring the people required to carry out the activities of the process and managing the collected team
  • Process management – making sure the process runs smoothly and is effective on a day-to-day (and on a month-to-month) basis
  • Performance reporting – checking that the process is working and reporting on its performance
  • Process improvement – working alongside the process owner to help identify and implement process improvements

3. Process Practitioner

Example role: IT Service Desk Agent

Example processes involved with: Incident management and request fulfillment

Process practitioners are the individuals who complete the center exercises of a procedure. 

In certain associations, the process owner may likewise complete a few, or all, of the exercises that the procedure professional is liable for. They're additionally responsible for keeping up records to show that the proper exercises have been done. 

The IT Service Desk Agent is a genuine case of a procedure expert; they aren't responsible for the procedure itself, yet they are responsible for following the procedure and guaranteeing the right exercises are completed. 

Suppose that the IT Service Desk Agent needs to deal with an entrance demand. To follow the procedure accurately the specialist must guarantee that they have the entirety of the important data from the client, alongside the right approvals set up. When they have led these exercises they can proceed onward to giving access and settling the ticket. They'll be responsible for guaranteeing that every one of these exercises has been finished and reported as evidence. 

Process practitioners work intimately with service users, clients, line management, and colleagues to guarantee that the procedure is powerful. They should likewise have a full comprehension of how their job fits inside the IT and parent associations and the worth that they give. 

4. Service Owner

Example role: IT Comms Services Manager

Example services owned: Comms channels

The service owner's job is basic in ITSM. Administration proprietors are fundamentally answerable for the commencement of another IT administration alongside its progress into the creation and proceeded with upkeep. 

Service owners guarantee that their service is conveyed inside concurred service levels – on account of Service Level Agreements (SLAs) – and are dependable to the client at all phases of the ITIL administration lifecycle. At last, service owners ought to guarantee that the administrations gave, by the IT association, are centered around, and address business issues. 

It's feasible for a help proprietor to claim different administrations and they'll regularly lead a group of pro specialized individuals committed to their service(s). 

A case of a service owner is the IT Comms Services Manager or Network Manager. This is a case of a job that has various administrations to oversee and is probably going to have a group of experts working with them. 

As service owner for the entirety of the comms channels inside the business, this chief must guarantee that these channels are satisfying business necessities and should make a solid effort to stay up with the latest and important as the business' needs change after some time. Any issues identified with any of the comms channels will be coordinated to the service owner who should work with their group to determine (the issues). 

The full accountabilities of a service owner are like that of a process owner in that they should take care of any changes, recognize and actualize upgrades (to the administration), and convey when expected to make individuals mindful of what's going on (with the administration). They likewise need to normally survey and review their administration to keep awake to date with business needs and stay consistent with both inside and outside prerequisites. 

Ideally, this review has given you a thought of the four nonexclusive sorts of jobs accessible inside ITIL and ITSM. On the off chance that you need to see more, if you don't mind let us know in the remarks.

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NovelVista Learning Solutions is a professionally managed training organization with specialization in certification courses. The core management team consists of highly qualified professionals with vast industry experience. NovelVista is an Accredited Training Organization (ATO) to conduct all levels of ITIL Courses. We also conduct training on DevOps, AWS Solution Architect associate, Prince2, MSP, CSM, Cloud Computing, Apache Hadoop, Six Sigma, ISO 20000/27000 & Agile Methodologies.



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