ITSM Roles and Responsibilities

Overview
This page will provide an overview of IT Service Management roles, responsibilities, and how the roles interact in order provide efficient and
effective service delivery using our ITIL processes.

For a list of current process owners and managers, see ITSM Process Owners and Managers.

Roles
Note: The Process Owner and Process Manager roles may be served by a single person.

Role Responsibilities Competencies

Process Owner A process owner is accountable for the design, overall quality, and Skills and knowledge needed in the
continual improvement of the process. Responsibilities include: following areas:

Design Department organizational structure

May be part of the process design team and culture
If the process owner is not part of the initial design Experience being team-oriented and
team, once the person is identified they should self-motivated, with a keen attention
become a team member as soon as possible. to detail
Provides input into the process design Leadership
Ensures appropriate process designs, including the correct Authority to manage exceptions and
business requirements expectations
Ensures process being designed integrates with existing Strong analytical skills with proven
ITSM processes and functions as appropriate ability to strategize, prioritize, and
Organizational Awareness multi-task to meet process goals
Ensures the process fits it's purpose and continues to meet Time management
goals set by design team Strong verbal and written
Ensures proper training is conducted communication
Advocacy Strong problem solving, especially
Champion of process in a rapidly changing technical
Ensures compliance with any and all related process environment
policies ITIL and ITSM
Continual Improvement
Leads Continual Process Improvement
Occurs quarterly for the process's first year of
implementation and then yearly thereafter
Define and report process metrics (Operational metrics,
KPIs, and CSFs)
Works to improve process efficiency and effectiveness
Ensures continual process integration with existing ITSM
processes and functions
Provides recommendation of process improvements to IS
Operations & Leadership Teams
Works with process manager(s) and ITSM Process
Manager on process improvement opportunities
 Process Manager Note: The responsibilities below are generic process manager General skills and knowledge needed in
responsibilities. Depending on the process, more specific the following areas:
responsibilities are noted in the process documentation.
Department organizational structure
A process manager is accountable for operational management of and culture
process. Responsibilities include: Team-orientated and self-motivated,
with a keen attention to detail
Design Demonstrated ability to lead
Works with the process owner on process design activities Authority to manage low-level
Organizational Awareness process exceptions
Assist with training of the process Ability to assess situations
Creates and manages process documentation and independently and determine what
publicizes the process internally to IS and externally to steps are required
campus IT partners Time management
Ensures the process is executed appropriately at each Proven verbal and written
described step communication to help explain and
Guides staff through the process appropriately guide staff through the process
Advocacy Problem solving, especially in a
Champion of process rapidly changing technical
Assist with process compliance on an ongoing basis environment
Functions as a point of escalation when needed- ITIL and ITSM
including management of process exceptions
Continual improvement
Works with the process owner on continual improvement
activities
Point of contact and reviews proposed enhancements to
the process
Oversees small/iterative process improvements

IS Staff
(ITIL refers to this role as
Process Practitioner...the
"doer" of the process)
In relation to the ITSM processes implemented by IS, responsibilities General skills and knowledge needed in
of IS Staff include: the following areas:
Carries out one or more process activities Understanding of department ITSM
Creating or updating process records to show that process processes
activities have been carried out correctly Ability to follow process and
Working with stakeholders, managers, co-workers, users, and/or instructions
customers to ensure contributions to process are effective ITIL and ITSM

How the Process Owner and Manager roles work together

If the process owner and process manager roles are not served by a single person, those roles should work together in the following ways:

Frequent informal communications regarding the process, challenges, improvements, etc.

Check-in meeting once a month (minimum)

Working with ITSM Process Manager

It's recommended the process owner, process manager, and ITSM Process Manager work together in the following ways:

Quarterly meeting with ITSM Process Manager and other process owners and managers to discuss and plan continual improvement
activities
Meet with ITSM Process Manager on an as needed basis for guidance and coaching in the areas of the ITIL framework and ITSM
processes