roles and responsibilities examples. introduction standards and frameworks: – iso/iec 20000 –...
Post on 29-Dec-2015
247 Views
Preview:
TRANSCRIPT
Roles and Responsibilities
Examples
Introduction
Standards and Frameworks:– ISO/IEC 20000– COBIT 5– ITIL®– MOF 4
Functional Divisions Examples
ISO/IEC 20000
Top Management Management Representative Business Relationship Manager Supplier Manager Incident Manager Auditor
COBIT 5 (Governance Roles)
Governance Board Chief Executive Officer Chief Financial Officer Chief Operating Officer Business Executives Business Process Owners Strategy Executive
Committee Steering Committee Project Management Office
Value Management Office Chief Risk Officer Chief Information Security
Officer Architecture Board Enterprise Risk Committee Head Human Resources Compliance Audit
COBIT 5 (Management Roles)
Information Security Manager
Business Continuity Manager
Privacy Officer
Management Chief Information Officer Head Architect Head Development Head IT Operations Head IT Administration Service Manager
ITIL
Generic Roles Service Owner Process Owner Process Manager Process Practitioner
Specific Roles (Strategy) Business Strategy
Manager IT Steering Group IT Director Business Relationship
Manager
ITIL (cont.)
Specific Roles (Design) IT Planner Architect (IT designer)
Specific Roles (Transition) Service Transition
Manager Change Initiator Change Authority Configuration Analyst Configuration Librarian Build and Test
Environment Manager
ITIL (cont.)
Specific Roles (Operations) First-line Analyst Second-line Analyst Third-line Analyst Problem Analyst Request Fulfillment
Analyst
Functional Roles Applicable
Specific Roles (CSI) Reporting Analyst
MOF 4
Support Accountability Customer Service
Representative Incident Resolver Incident Coordinator Problem Analyst Problem Manager Customer Service
Manager
Operations Accountability Operator Administrator Technology Area
Manager Monitoring Manager Scheduling Manager Operations Manager
MOF 4 (cont.)
Service Accountability Supplier Manager Portfolio Manager Account Manager Service Level Manager
Compliance Accountability IT Executive Officer IT Manager Risk and Compliance Assurance and Reporting Internal Control Manager Legal IT Policy Manager
MOF 4 (cont.)
Architecture Accountability Architecture Manager Reliability Manager Architect
Solutions Accountability Solution Manager Program Manager Developer Tester Product Manager User Experience Release Management Operations Experience Test Manager
MOF 4 (cont.)
Management Accountability IT Executive Officer IT Manager IT Policy Manager IT Risk and Compliance
Manager Assurance and
Reporting Change Manager Configuration
Administrator
Functional Division of Roles
Executive Management
IT Management
Service Desk
IT Operations Management
IT Operations Control
Facilities Management
Technical Management
Application Management
Examples of Roles
Slide Format
Function Label Other Names Related Processes Responsibilities
Top Management (ISO/IEC 20000) Governance Roles (COBIT 5) IT Steering Committee (COBIT 5 and ITIL)
Executive Management
Top Management Responsibilities
Must show evidence of:– Commitment to IT service management– Establishing scope, policy and objectives for
service management– Creation, implementation, and maintenance of a
service management plan– Communicating importance and roles of fulfilling
requirements– Provisioning resources– Conducting management reviews– Assessing and managing risks
Governance Responsibilities
Must show evidence of compliance by service personnel , suppliers, and end-users to:
– Standards– Regulations– Policies– Processes– Architectures– Technologies
Management Representative (ISO/IEC 20000)
Business Relationship Manager (ISO/IEC 20000)
Supplier Manager (ISO/IEC 20000)
Management Roles (COBIT 5)
Generic Roles (ITIL) Strategy Roles (ITIL)
Design Roles (ITIL) CSI Roles (ITIL) Service Accountability
(MOF4) Compliance
Accountability (MOF4) Architecture
Accountability (MOF 5) Management
Accountability (MOF4)
IT Management
Process Practitioner
Responsibilities include:– Performing one or more activities within a
process.– Understanding how their role contributes to the
deliver of a service and the value to the business and/or customer.
– Working with stakeholders to ensure contributions are effective
– Ensuring the inputs, outputs and interfaces for their activities are correct
– Creating or updating records to show activities
Management Representative
Other Names– Chief Information Officer– IT Executive Officer– IT Director
Responsibilities include:– Ensure requirements are identified, documented, and fulfilled– Assigning authorities and responsibilities for service and
process lifecycle requirements– Ensuring processes are integrated with service management
system– Ensuring assets are managed according to requirements– Reporting performance and compliance to top management
Service Owner
Responsibilities include:• Ensures services meet customer requirements• Establishes communication structures to address service issues
and questions• Supports the creation of service models and assists in
assessing impact of service changes• Identifies opportunities for improvement in services• Work with process owners during service lifecycle• Ensures proper controls, measurements and reporting is in
place for service• Participate in incident, problem, and change management
processes for service.
Process Owner
Responsibilities include:– Sponsoring the process and tis performance metrics– Defining strategy for the process– Assisting with process design– Defining and documenting policies and standards.– Performing process audits – Providing resources to support process activities– Ensuring process practitioners have appropriate
level of competence– Identifying opportunities for improvement
Process Manager
Other names:– IT Manager
Responsibilities include:– Plan and coordinate all process activities– Ensure process activities are performed as required– Assign people to process roles– Monitoring and reporting on process performance– Identifying opportunities for improvement– Manages risk and IT value
Architect
Responsibilities include:– Propose solutions based on decisions and
standards– Design future state of service environment– Create a holistic solution for services including:
Service solutions for new or changed services Management information systems and tools Technology architectures Service management processes Measurement methods and metrics
Business Relationship Manager
Other names– Account Manager
Process – Business Relationship Management Responsibilities include:
– Managing the customer relationship and customer satisfaction
– Identifies customer requirements on services– Works with Service Level Manager to ensure
services are delivering on requirements– Is primary business contact for customer
Supplier Manager
Process – Supplier Management Responsibilities include:
– Managing the relationship, contract, and performance of a supplier
– Monitors and reviews supplier performance with supplier
– Understands and supports the relationships between suppliers
Service Level Manager
Process – Service Level Management Responsibilities include:
– Accountable for managing the alignment between the business and IT.
– Develops and obtain agreement from SLAs, OLAs, and UCs (with supplier manager)
– Maintains a service catalog– Represents the interests of service provider in
accordance to customer requirements– Works with Business Relationship Manager and
Supplier Manager
Assurance and Reporting
Other names– Reporting Analyst– Auditor
Process – Service Reporting Responsibilities include:
– Validates the effective of IT solutions, processes, and controls
– Reports on performance and compliance of the service environment
– Recommends improvements
Operations Roles (ITIL) Support Accountability (MOF4)
Service Desk
IT Operations Management
Transition Roles (ITIL) Operations Accountability (MOF4) Solutions Accountability (MOF4)
First-Line Analyst
Other Names– Customer Service Representative– Incident Resolver– Incident Coordinator– Request Fulfillment Analyst
Process - Incident and Service Request Management Responsibilities include:
– Handles first contact with end-user– Records calls (incident or service request)– Diagnoses, investigates, and resolves incidents– Fulfill service requests
Incident Manager
Process – Incident and Service Request Management
Responsibilities include:– Ensures “major incidents” are managed
appropriately and all interested parties are involved in decision-making related to resolving the incident or minimizing the impact of the incident.
Second Line Analyst
Other Names– Incident Resolver– Problem Analyst– Operator– Administrator
Process – Problem Management
Requirements include:– Resolving escalated incidents and service requests– Diagnosing, investigating, and resolving problems– Performing operational maintenance duties
Moving Forward
The example roles were made available to provide a means of starting the development of roles within the organization. Use these examples appropriately as they apply to the processes and technologies adopted by your organization.
top related