ITIL Roles & Responsibilities


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Regardless of size, budget or structure, many organizations struggle with understanding and managing the numerous ITSM roles and responsibilities. This session provides clarification and practical tips to manage and optimize ITSM roles and responsibilities with particular emphasis on using RACI models to map roles and responsibilities to activities.

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ITIL Roles & Responsibilities

  1. 1. Rock n’ Roles, Responsibilities and n Resources Jayne Groll, ITSM Academy J G ll A d© ITSM Academy 1
  2. 2. About ITSM Academy Accredited Education Ft. Lauderdale, Dallas, Wash DC & Phoenix - Public ITIL Foundation Corporate on-site Classes ITIL Foundation and Managers Bridge Virtual Classes ITIL Lifecycle, Capability and MALC Certified Process Design Engineer Courseware Licensing (CPDE) Alumni Program ISO/IEC 20000 Foundation PMI Global Education Provider Microsoft Operations Framework (MOF) Federal Government (GSA) Go ernment Foundation Contractor Practical, Value-Add Workshops Certified Woman-Owned Apollo 13 - an ITSM Case Experience™ Tens f th T of thousands of learners d fl trained since 2003 Visible Ops: The Class ITSM Professional Diplomas ITIL, MOF, ISO 20K Awareness And More! Welcome!© ITSM Academy© ITSM Academy 2
  3. 3. Agenda Understanding roles Using a RACI model to map roles and responsibilities Placing ITSM roles ConclusionThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy 3
  4. 4. What is a Role? A set of connected behaviors or actions performed b a person, t ti f d by team or group in a specific context One O person or team may have t h multiple roles A process d fi defines th scope and the d responsibilities of a role May M or may not be titled t b titl d A function is a specialized organizational unit that is responsible for specific outcomes Functions have their own work methods, outcomes. methods knowledge and roles, responsibilities and authorities.© ITSM Academy 4
  5. 5. RACI(ng) Roles and Responsibilities© ITSM Academy 5
  6. 6. RACI Models Map roles and responsibilities to processes and activities. Service D i S i Design Service L l S i Level Problem P bl Security S it Procurement P t Manager Manager Manager Manager Manager Activity 1 A,R C I I C Activity 2 A R C C C Activity 3 I A, I R, C, I I C Activity 4 I A R I R, C, I Activity 5 I I A C I © Crown copyright 2007. Reproduced under license from OGC. Responsible Consulted Execution E i Expertise and perspective E ti d ti Accountable Informed Results Communication© ITSM Academy 6
  7. 7. Accountable Roles Process Owners IT Steering Group Service Owners Change Advisory Line Management Board These must-have roles are accountable for quality, results, conformance and continual improvement. They may or may not be operational. Th ti l There i only one accountable role for each activity. is l t bl l f h ti it© ITSM Academy 7
  8. 8. Grouping Accountable Roles ITIL Defines 26 processes. Too T many processes, not enough resources? h ? Try assigning 5 “stage” owners that are accountable for all processes in that stage. Grouping accountable roles also helps stage with communication, delegation, process alignment and takes a true lifecycle approach. This Or This You can also group services to reduce the number of service owners.© ITSM Academy 8
  9. 9. Other RACI Role Types Responsible R l R ibl Roles Are persons or groups that execute one or more activities (actually do the work) Consulted Roles Provide specific expertise or perspective Informed R l I f d Roles Receive communication about the activity Based on the circumstances, individuals or groups will likely play multiple “roles” for the same activity – sometimes simultaneously. sim ltaneo sl© ITSM Academy 9
  10. 10. Building B ildi a RACI Model M d l© ITSM Academy 10
  11. 11. The RACI steps Define your process, high-level activities, stakeholders and contributors Do a skills, experience and training assessment For each high level process activity Assign the single accountable role first (A) Define those who would execute the activity (R) Determine whose expertise you would need (C) Define a communication plan (I) Analyze your results A l lt RACI models should not be built in isolation. It’s a great team- building exercise and an opportunity to get buy in and look at buy-in organizational options.© ITSM Academy 11
  12. 12. A Sample RACI for Problem Management SD Lev2 Tech App Ops App Dev Suppliers Users Mgmt Sup Detection and ARI RCI RCI RCI RCI RCI RCI I logging Categorization C i i AR RCI CI CI CI CI CI C and prioritization Investigation and R ARCI RCI RCI RCI RCI RCI CI diagnosis di i Workarounds and RI ARCI RCI RCI RCI RCI RCI I raise a known error Resolution and AR RCI RCI RCI RCI RCI RCI CI closure Where does the Process/Stage Owner fit into this model? He/she is accountable for the results of the end-to-end process.© ITSM Academy 12
  13. 13. Analyzing RACI Models Functional Role Analysis Activity Analysis Too many As for one role More than one A Are duties segregated? There is only one accountable role Should someone else be More than one R accountable? If roles are unclear, no one will Is this causing a bottleneck? g take full responsibility Too many Rs for one role No Rs Is this too much for one function Must have at least one or person to handle? h dl ? Too many Cs No empty spaces for a role Are you involving too many roles? Does this role need to be involved in so many tasks? No Cs Are you doing this in isolation?© ITSM Academy 13
  14. 14. Where Should You Position ITSM Roles? It depends (don’t you hate that answer!) Consider C id corporate culture and footprint t lt df t i t Try to avoid politics Use the RACI to identify accountabilities and associated organizational position Do a skills, process experience and training assessment Try delegating local authorities (Change Manager in every major area?) Some organizations are creating a Service Management Office (SMO).© ITSM Academy 14
  15. 15. Should You Establish a Service Management Office (SMO)? Yes, if You are a large organization, have a wide footprint and/or high volumes of change You are having difficulty assigning ownership The owners need an organizational structure The SMO will have sufficient authority and resources y No, if The Th SMO will add another silo or l ill dd th il layer of b f bureaucracy You are succeeding with ownership roles that are spread across the organization p g You do not have sufficient support and resources© ITSM Academy 15
  16. 16. Additional Resources Skills Foundation for the Information Age -SFIA ( MOF Team SMF ( / LCS ITSM Expert Team ITSM Academy ITSM Professional Diplomas© ITSM Academy 16
  17. 17. Conclusion Leverage the power of the RACI model – not easy but worthwhile Fit roles into your organization, not your organization into the roles Combine roles whenever possible, particularly at the lifecycle stage Think about delegating some local authority, as long as g g y, g there is a single process Invest in role-based training Ensure each role understands the definition of success- E h l d t d th d fi iti f use SMART metrics Review and continually improve y p© ITSM Academy 17
  18. 18. IT Service Management Professional (ITSMP)® Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as: Change Manager Support Manager Service Level Manager© ITSM Academy 18
  19. 19. ITSM Academy Affiliates© ITSM Academy 19