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Role with IT(IL) - V3 Roles and Responsibilities - ITSM Academy Webinar
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.
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Role with IT(IL) - V3 Roles and Responsibilities - ITSM Academy Webinar
- 1. ITIL® V3 Rolesand ResponsibilitiesITIL V3 Roles and Responsibilities Change Manager © ITSM Academy 1
- 2. About ITSM AcademyAboutITSM Academy Certified Woman Owned Business Accredited ITSM Education Provider ITIL® Foundation/Bridge, V3 Capability, V2 Practitioner, Service Manager / BridgeManager / Bridge ISO/IEC 20000 Foundation and Advanced Process Design (CPDE) MOF Foundation Practical Workshops – Visible Ops, Apollo 13, Implementing ITIL ® PMI Global Registered Education ProviderPMI Global Registered Education Provider Public Training in Fort Lauderdale, Dallas and DC Corporate on-site classes Over 15,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract © ITSM Academy 2 (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government
- 3. RolesRoles A role isa 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 © ITSM Academy 3 A RACI model / authority matrix is often used to map roles and responsibilities to processes and activities
- 4. Key RolesKey Roles ProcessOwner 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 © ITSM Academy 4 (day-to-day) management of a process
- 5. Continual Service ImprovementContinualService 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 © ITSM Academy 5 a rapidly changing environment
- 6. Service Strategygy Role Responsibilitiesp Productfocused 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 © ITSM Academy 6 outcome they manage g
- 7. Supplier ManagementSupplier Management RoleResponsibilities 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 © ITSM Academy 7 Performs contract or SLA reviews at least annually
- 8. Service Catalog ManagementServiceCatalog 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 © ITSM Academy 8
- 9. Event ManagementEvent Management ServiceDeskService 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 © ITSM Academy 9 Handles event monitoring and first-line response for delegated services
- 10. Access ManagementAccess Management ServiceOperation 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 © ITSM Academy 10 Security and Availability Management define appropriate roles and so there is typically not an “Access Manager”
- 11. Functions (1)Functions (1) Functionsare 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 © ITSM Academy 11 Functions provide structure and stability to organizations
- 12. Functions (2)Functions (2) ServiceOperation Functions Service Desk Technical Management IT Operations Management Application Management IT Operations ControlControl Facilities Management Well-defined processes improve productivity © ITSM Academy 12 Well defined processes improve productivity within and across functions
- 13. Technical Management FunctionTechnicalManagement 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 © ITSM Academy 13 improving services
- 14. Application Management FunctionApplicationManagement 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 © ITSM Academy 14 services
- 15. IT Operations ManagementFunctionIT 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 © ITSM Academy 15 Data center outsourcing contract management Management
- 16. Certified Process DesignEngineer (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 © ITSM Academy 16
- 17. RACI Model/Authority MatrixRACIModel/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 © ITSM Academy 17 A RACI Model/Authority Matrix maps roles and responsibilities to processes and activities
- 18. Want to LearnMore?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 © ITSM Academy 18 Managing Across the Lifecycle ISO 20K Professional Level Modules
- 19. ITSM Academy, Inc.ITSMAcademy, Inc. © ITSM Academy 19
- 20. ITIL® V3 BridgingSchemeITIL V3 Bridging Scheme © ITSM Academy 20 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 CertificationScheme 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) © ITSM Academy 2008 © ITSM Academy 21 V3 Foundation 2 points © ITSM Academy 2008