04/08/2010

Roles within ITIL V3 - IT Process Wiki

Roles within ITIL V3
From IT Process Wiki

ITIL Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for the single activities within the detailed process descriptions. The definitions found here (in alphabetical order) are meant to be short, summing up the main characteristics of a specific ITIL V3 role. When in-depth information on a role's tasks and responsibilities is required this can, in our view, best be obtained from the ITIL process flows.

Contents
1 ITIL V3 roles within Service Strategy 1.1 IT Steering Group (ISG) 1.2 Financial Manager 1.3 Service Portfolio Manager 2 ITIL V3 roles within Service Design 2.1 Service Catalogue Manager 2.2 Service Level Manager 2.3 Service Owner 2.4 Service Design Manager 2.5 Applications Analyst/ Architect 2.6 Technical Analyst/ Architect 2.7 Risk Manager 2.8 Capacity Manager 2.9 Availability Manager 2.10 IT Service Continuity Manager 2.11 IT Security Manager 2.12 Compliance Manager 2.13 IT Architect 2.14 Supplier Manager 3 ITIL V3 roles and boards within Service Transition 3.1 Change Manager 3.2 Change Advisory Board (CAB) 3.3 Change Owner 3.4 Emergency Change Advisory Board (ECAB) 3.5 Project Manager 3.6 Application Developer 3.7 Release Manager
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5 Incident Manager 4.10 Test Manager 4 ITIL V3 roles and boards within Service Operation 4. ensuring that all information within the Service Catalogue is accurate and up-to-date.1 User 6. and develops the service provider's offerings and capabilities.9 Knowledge Manager 3.1 1st Level Support 4.3 Process Owner 6 ITIL V3 roles outside the IT organization 6.7 Service Request Fulfilment Group 4.11 IT Facilities Manager 5 ITIL V3 roles within Continual Service Improvement 5.8 Configuration Manager 3.04/08/2010 Roles within ITIL V3 .com/…/Roles_within… 2/8 .2 Process Manager 5. …it-processmaps.1 CSI Manager 5. 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. Financial Manager The Financial Manager is responsible for managing an IT service provider's budgeting.9 IT Operations Manager 4. ITIL V3 roles within Service Design Service Catalogue Manager The Service Catalogue Manager is responsible for maintaining the Service Catalogue.4 Major Incident Team 4. Service Portfolio Manager The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the IT Steering Group.IT Process Wiki 3.2 2nd Level Support 4.10 IT Operator 4.3 3rd Level Support 4.6 Problem Manager 4. It also sets priorities of service development programs/ projects.8 Access Manager 4.2 Customer 7 Roles and boards according to ITIL Version 2 ITIL V3 roles within Service Strategy IT Steering Group (ISG) The IT Steering Group (ISG) sets the direction and strategy for IT Services. accounting and charging requirements.

04/08/2010 Roles within ITIL V3 . planning. medium and long term business requirements. assessing and controlling risks. tools. application architectures and data structures as a basis for application development or customization. He makes sure that all IT Service Management processes. identifying threats to those assets. Often. This includes analysing the value of assets to the business. secure and resilient designs for new or improved services. and evaluating how vulnerable each asset is to those threats. processes. Service Design Manager The Service Design Manager is responsible for producing quality. This includes producing and maintaining all design documentation. Capacity Manager 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. and plans for short. the Service Owner will lead a team of technical specialists or an internal support unit. measuring and improving all aspects of the availability of IT services. he acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs). Service Owner The Service Owner is responsible for delivering a particular service within the agreed service levels.com/…/Roles_within… 3/8 . Technical Analyst/ Architect The Technical Analyst/ Architect is responsible for designing infrastructure components and systems required to provide a service. Applications Analyst/ Architect The Applications Analyst/ Architect is responsible for designing applications required to provide a service. …it-processmaps. Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. Typically. Risk Manager The Risk Manager is responsible for identifying. This includes the specification of technologies. He is responsible for ensuring that all IT infrastructure. This includes the specification of technologies and products as a basis for their procurement and customization.IT Process Wiki Service Level Manager The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. analysing. The Service Level Manager also monitors and reports on service levels. roles etc are appropriate for the agreed service level targets for availability. He considers all resources required to deliver the service. Availability Manager The Availability Manager is responsible for defining.

Supplier Manager The Supplier Manager is responsible for ensuring that value for money is obtained from all suppliers. by reducing the risk to an acceptable level and planning for the recovery of IT services. …it-processmaps. Change Owner The person backing a Change and holding a budget for its implementation. taking into account the service strategy and newly available technologies. IT Architect The IT Architect defines a blueprint for the future development of the technological landscape. in order to maintain a minimum amount of interruptive effects upon the running operation. consistent accounting or other practices are being employed. for the entire organization. building access. He makes sure that contracts with suppliers support the needs of the business.com/…/Roles_within… 4/8 . data and IT services. and includes handling of paper. ITIL V3 roles and boards within Service Transition Change Manager The Change Manager authorises and documents all changes in the IT Infrastructure and its components (Configuration Items).IT Process Wiki IT Service Continuity Manager 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. Compliance Manager The Compliance Manager's responsibility is to ensure that standards and guidelines is followed. This includes to make sure that external legal requirements are fulfilled. In the case of further-reaching changes. This board is usually made up of representatives from all areas within the IT Service Provider. phone calls etc. information.. and Third Parties such as Suppliers. He is usually involved in an organizational approach to Security Management which has a wider scope than the IT service provider.04/08/2010 Roles within ITIL V3 . IT Security Manager The IT Security Manager is responsible for ensuring the confidentiality. or that proper. Change Advisory Board (CAB) A group of people that advises the Change Manager in the Assessment. he involves the Change Advisory Board (CAB). prioritisation and scheduling of Changes. and that all suppliers meet their contractual commitments. the Business. integrity and availability of an organization’s assets.

time and quality estimates. Release Manager The Release Manager is responsible for planning. Project Manager The Project Manager is responsible for planning and coordinating the resources to deploy a major Release within the predicted cost. Membership of the ECAB may be decided at the time a meeting is called. Typically Changes are owned by Service Management roles (e. ITIL V3 roles and boards within Service Operation 1st Level Support The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an …it-processmaps.IT Process Wiki In most cases the Change Owner is identical with the RFC initiator. Knowledge Manager The Knowledge Manager ensures that the IT organization is able to gather. and verifies that IT operations is able to support the new service. containing the components of the IT infrastructure (CIs) and their associations. Emergency Change Advisory Board (ECAB) A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes. and depends on the nature of the Emergency Change. scheduling and controlling the movement of Releases to test and live environments.g. store and share knowledge and information. analyze. Test Manager The Test Manager ensures that deployed Releases and the resulting services meet customer expectations. This includes the development and maintenance of custom applications as well as the customization of products from software vendors.com/…/Roles_within… 5/8 . His primary objective is to ensure that the integrity of the live environment is protected and that the correct components are released. His primary goal is to improve efficiency by reducing the need to rediscover knowledge. Application Developer The Application Developer is responsible for making available applications and systems which provide the required functionality for IT services. Configuration Manager The Configuration Manager is responsible for maintaining information about Configuration Items required to deliver IT services. the Problem or Capacity Manager) or members of IT management. To this end he maintains a logical model.04/08/2010 Roles within ITIL V3 .

Its services are requested by 2nd Level Support if required for solving an Incident. Service Request Fulfilment Group Service Request Fulfilment Groups specialize on the fulfilment of certain types of Service Requests. usually under the leadership of the Incident Manager. The aim is to restore a failed IT Service as quickly as possible. should these not be resolvable within the agreed Service Levels. while others are forwarded to the specialized Fulfilment Groups. Major Incident Team A dynamically established team of IT managers and technical experts. e. The aim is to restore a failed IT Service as quickly as possible. If no ad-hoc solution can be achieved. IT Operations Manager …it-processmaps. To this purpose he maintains information about Known Errors and Workarounds.04/08/2010 Roles within ITIL V3 . If no solution can be found. formulated to concentrate on the resolution of a Major Incident. Problem Manager The Problem Manager is responsible for managing the lifecycle of all Problems. 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.IT Process Wiki immediate effort in order to restore a failed IT Service as quickly as possible. 1st Level Support will process simpler requests. He represents the first stage of escalation for Incidents. Typically. while preventing access to nonauthorized users. Incident Manager The Incident Manager is responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. His primary objectives are to prevent Incidents from happening. the 2nd Level Support passes on the Incident to Problem Management. and to minimise the impact of Incidents that cannot be prevented. If necessary. 3rd Level Support 3rd Level Support is typically located at hardware or software manufacturers.com/…/Roles_within… 6/8 . Access Manager The Access Manager grants authorized users the right to use a service. it will request external support.g. 2nd Level Support 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. from software or hardware manufacturers. The Access Manager essentially executes policies defined in IT Security Management. 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support).

building access management. which include Operations Control and Facilities Management. and continual improvement of the process and its metrics. in particular the Process Owners.IT Process Wiki An IT Operations Manager will be needed to take overall responsibility for all of the IT Operations Management activities. This role is often assigned to staff holding one of the major Service Management roles (e. ensuring that scheduled jobs are performed. services and infrastructure in order to increase efficiency. IT Operator IT Operators are the staff who perform the day-to-day operational activities. The Customer of an IT Service Provider is the person or group who defines and agrees the service level …it-processmaps. Process Manager The Process Manager is responsible for planning and coordinating all Process Management activities. This includes all aspects of managing the physical environment. for example power and cooling. ITIL V3 roles within Continual Service Improvement CSI Manager The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. and cost effectiveness. design. the Incident Manager is the Process Owner of the Incident Management process). effectiveness. thereby making sure that all processes cooperate in a seamless way. Process Owner A role responsible for ensuring that a process is fit for purpose.g.04/08/2010 Roles within ITIL V3 . IT Facilities Manager The IT Facilities Manager is responsible for managing the physical environment where the IT infrastructure is located. ITIL V3 roles outside the IT organization User The user of an IT service on the business side. This role will also coordinate all Changes to processes.com/…/Roles_within… 7/8 . Typical responsibilities include: Performing backups. Customer Someone who buys goods or services. and environmental monitoring. He supports all parties involved in managing and improving processes. The Process Owner’s responsibilities include sponsorship. He will continually measure the performance of the service provider and design improvements to processes. installing standard equipment in the data center.

2.it-processmaps. …it-processmaps.com/index. Patent and Trademark Office. Roles and boards according to ITIL Version 2 Link to the descriptions of the roles within ITIL Version 2. 22 July 2010.php/Roles_within_ITIL_V3" Categories: ITIL V3 | ITIL roles This page was last modified 17:54.04/08/2010 Roles within ITIL V3 .com/…/Roles_within… 8/8 . Retrieved from "http://wiki. ITIL® is a Registered Trade Mark.S.IT Process Wiki targets. and is Registered in the U. and a Registered Community Trade Mark of the Office of Government Commerce.en. Content is available under GNU Free Documentation License 1.

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