The document provides an overview of ITIL roles and responsibilities including: - Key roles such as Process Owner, Service Owner, and roles in areas like Change Management, Service Strategy, and Service Catalog Management. - ITSM functions such as Service Desk, Technical Management, and IT Operations Management. - The roles of a Certified Process Design Engineer in overseeing process design and improvement. - How a RACI model can map roles and responsibilities to processes and activities.

1. ITIL® V3 Roles and ResponsibilitiesITIL V3 Roles and Responsibilities
Change
Manager
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2. About ITSM AcademyAbout ITSM Academy
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3. RolesRoles
A role is a set of connected behaviors or actionsA 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 rolesmultiple roles
As agreed by line management
A process definesA process defines
The scope of a role
What triggers the behaviors orgg
actions
A RACI model / authority matrix is often used to map roles
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A RACI model / authority matrix is often used to map roles
and responsibilities to processes and activities

4. Key RolesKey Roles
Process Owner Service Owner
Accountable for overall process
quality – works with line
managers to ensure resources
Accountable for a specific
service – regardless of where
the underpinning technology,g
are available and trained
Defines process strategy,
policies and standards
g g
processes or capabilities reside
Understands and represents
the service to customersp
Defines and monitors key
performance indicators
Ensures the process is performed
Helps determine attributes (e.g.
availability, performance)
Helps negotiate SLAsEnsures the process is performed
as agreed and documented
Ensures continual process
improvement
Helps negotiate SLAs
Ensures the service meets
agreed requirements
Ensures continual serviceimprovement Ensures continual service
improvement
A Process Manager is responsible for operational
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(day-to-day) management of a process

5. Continual Service ImprovementContinual Service Improvement
Role Responsibilities
Captures baseline data
Monitors/reports on CSI activities and achievements
Works with SLM on Service Improvement Programs
Continual
Improvement
Manager Works with SLM on Service Improvement Programs
Coordinates CSI throughout the service lifecycle
Helps present and prioritize improvements
Manager
Leads, manages and delivers improvement projects
Manages the lifecycle of one or more IT services
Provides leadership by developing Business Cases
Service
M Provides leadership by developing Business Cases,
product line strategies and schedules
Performs service cost management activities
M i d h fli ti bj ti
Manager
Manages various and perhaps conflicting objectives
Instills a business/market focus
Encourages innovation and high performance within
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a rapidly changing environment

6. Service Strategygy
Role Responsibilitiesp
Product focused
Key role in Service Portfolio Management
Product Manager
Manages services as a product over their lifecycle
Helps develop and execute service strategies
W k l l ith B i R l ti hiWorks closely with Business Relationship
Managers
Provides leadership in building business cases
Serves as expert on Lines of Service and Service
Catalog
Customer focusedCustomer focused
Identifies the best combination of Lines of Service
and Service Level Packages for every customer
t th
Business
Relationship
Manager
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outcome they manage
g

7. Supplier ManagementSupplier Management
Role Responsibilities
Ensures Supplier Management goals are met
Assists with SLAs and supplier contracts
E li i d d t d
Supplier
Manager
Ensures supplier services are scoped, documented
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 supplierspp
Assesses the impact of changes; attends CAB
meetings
Performs contract or SLA reviews at least annually
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Performs contract or SLA reviews at least annually

8. Service Catalog ManagementService Catalog Management
Role ResponsibilitiesRole Responsibilities
Service
Catalog
Ensures the goals of Service Catalog Management
are met
E ll ti l i d d i th
g
Manager
Ensures all operational services are recorded 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 upadequately protected and backed up
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9. Event ManagementEvent Management
Service DeskService Desk
Respond to events within scope/handles triggered
incidents
Technical and Application Management
Service Design – Helps classify events, designs and
d l t h l d fi tdevelops technology, defines auto responses
Service Transition – Conducts testing
Service OperationService Operation
Performs process for systems under their control
Handles incidents and problems triggered by events
id t t l d t i iProvides access to tools and training
IT Operations Management
Handles event monitoring and first line response for
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Handles event monitoring and first-line response for
delegated services

10. Access ManagementAccess Management
Service Operation functions execute Access Management
Service Desk
Receives and validates service requests for access
Se ce Ope a o u c o s e ecu e ccess a age e
Receives and validates service requests for access
Grants access or escalates to correct resource
May detect access incidents
i i iTechnical and Application Management
Service Design – Creates mechanisms to control service access
Service Transition – Tests service access controls as designedService Transition Tests service access controls as designed
Service Operation – Performs Access Management
IT Operations Managementg
Performs operational Access Management tasks
Security and Availability Management define appropriate
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Security and Availability Management define appropriate
roles and so there is typically not an “Access Manager”

11. Functions (1)Functions (1)
Functions are units of organizations specialized toFunctions 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
KnowledgeKnowledge
Experience
Defined roles, responsibilities and, p
authorities
Functions provide structure and stability to organizations
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Functions provide structure and stability to organizations

12. Functions (2)Functions (2)
Service Operation Functions
Service Desk
Technical
Management
IT Operations
Management
Application
Management
IT Operations
ControlControl
Facilities
Management
Well-defined processes improve productivity
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Well defined processes improve productivity
within and across functions

13. Technical Management FunctionTechnical Management Function
RoleRole
Custodian of technical knowledge and expertise
Provides resources needed to support services
and manage the IT infrastructure
Objectives
Pl i l t d i t i t bl i f t tPlan, implement and maintain a stable infrastructure
Well-designed, resilient, cost-effective
Use technical skills to quickly diagnose and resolve failuresUse technical skills to quickly diagnose and resolve failures
May overlap
IT Operations Management – managing and maintainingp g g g g
the IT infrastructure
Application Management – designing, testing and
improving services
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improving services

14. Application Management FunctionApplication Management Function
Role
Manages applications throughout their lifecycle
Helps design, test and improve of applications
Objectives
Identify functionality and manageability requirements for
application softwareapplication software
Assist in the design and deployment of applications
Provide application support and improvementspp pp p
Apply application skills to quickly resolve incidents
May overlap
IT Operations Management – providing application support
Technical Management – designing, testing and improving
services
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services

15. IT Operations Management FunctionIT Operations Management Function
Role ObjectivesRole
IT Operations Control
Console management
j
Maintain day-to-day
process and activity stability
Id tif t i
Job scheduling
Backup and restore
Print and o tp t
Identify ways to improve
service, maintain stability
and reduce costs
Print and output
May use an Operations
Bridge or Network
Apply operational skills to
quickly diagnose and
resolve failures
Operations Center
(NOC)
Facilities Management
IT O ti M t
Facilities Management
Data centers
Recovery sites
IT Operations Management
may overlap with
Technical & Application
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Data center outsourcing
contract management
Management

16. Certified Process Design Engineer (CPDE)™g g ( )
A CPDEA CPDE
Oversees process design and improvement
activities
Ensures processes satisfy customer requirementsEnsures processes satisfy customer requirements
He or she may serve in multiple roles
includingincluding
Project manager
Facilitator
l tProcess analyst
Process design engineer
Process ownerProcess owner
Process manager
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17. RACI Model/Authority MatrixRACI Model/Authority Matrix
Incident Management Tasks SD/IM Ops & Support User 3rd Party
Incident Acceptance and Management Control A,R,C,I I C,IIncident 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 2nd/ 3rd Level A,R,C,I C I C
Responsible
g , , ,
Full Investigation and Diagnosis A,R,C,I R,C,I C,I R,C,I
Consulted
People or groups
responsible for task
Accountable
People who are
consulted
InformedAccountable
Individual accountable
for task results
Informed
People who are regularly
informed of progress
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A RACI Model/Authority Matrix maps roles and responsibilities to
processes and activities

18. Want to Learn More?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)TMg g ( )
MOF 4.0 Foundation
Coming soonComing soon
More V3 Capability, Lifecycle,
Managing Across the Lifecycle
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Managing Across the Lifecycle
ISO 20K Professional Level Modules

19. ITSM Academy, Inc.ITSM Academy, Inc.
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20. ITIL® V3 Bridging SchemeITIL V3 Bridging Scheme
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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.

21. ITIL® V3 Certification Scheme
ITIL
Advanced
5 points
ITIL
Expert
Managing Across the
Lifecycle
R l C l d V lid i (RCV)
Service Offerings and Agreement (SOA)
3 points each 4 points each
SD
ST
CSI
SO
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)SS
SD
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
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V3 Foundation
2 points
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