ITIL® V3 Roles and ResponsibilitiesITIL V3 Roles and Responsibilities
Change Manager
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RolesRoles
A role is a set of connected behaviors or actions A 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 roles multiple roles
As agreed by line managementA process definesA process defines
The scope of a role What triggers the behaviors or ggactions
A RACI model / authority matrix is often used to map roles
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A RACI model / authority matrix is often used to map roles and responsibilities to processes and activities
Key RolesKey RolesProcess Owner Service OwnerAccountable 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 trainedDefines process strategy, policies and standards
g gprocesses or capabilities resideUnderstands and represents the service to customersp
Defines and monitors key performance indicatorsEnsures the process is performed
Helps determine attributes (e.g. availability, performance)Helps negotiate SLAsEnsures the process is performed
as agreed and documentedEnsures continual process improvement
Helps negotiate SLAsEnsures the service meets agreed requirementsEnsures continual service improvement Ensures continual service improvement
A Process Manager is responsible for operational
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(day-to-day) management of a process
Continual Service Improvement Continual Service Improvement Role Responsibilities
Captures baseline dataMonitors/reports on CSI activities and achievementsWorks with SLM on Service Improvement Programs
Continual Improvement
Manager Works with SLM on Service Improvement ProgramsCoordinates CSI throughout the service lifecycleHelps present and prioritize improvements
Manager
Leads, manages and delivers improvement projects
Manages the lifecycle of one or more IT servicesProvides leadership by developing Business Cases
Service M Provides leadership by developing Business Cases,
product line strategies and schedulesPerforms service cost management activities M i d h fli ti bj ti
Manager
Manages various and perhaps conflicting objectivesInstills a business/market focusEncourages innovation and high performance within
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a rapidly changing environment
Service Strategy gy
Role ResponsibilitiespProduct focusedKey role in Service Portfolio ManagementProduct Manager
Manages services as a product over their lifecycleHelps develop and execute service strategiesW k l l ith B i R l ti hiWorks closely with Business Relationship ManagersProvides leadership in building business casesServes as expert on Lines of Service and Service CatalogCustomer focusedCustomer focusedIdentifies the best combination of Lines of Service and Service Level Packages for every customer
t th
Business Relationship
Manager
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outcome they manageg
Supplier ManagementSupplier ManagementRole Responsibilities
Ensures Supplier Management goals are metAssists with SLAs and supplier contractsE li i d d t d
Supplier Manager
Ensures supplier services are scoped, documented and aligned with SLAsEnsures IT supplier processes are consistent and interface with corporate supplier strategies and processesMaintains and reviews a Supplier and Contracts Database (SCD)Documents roles and relationships between lead and sub-contracted suppliersppAssesses the impact of changes; attends CAB meetingsPerforms contract or SLA reviews at least annually
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Performs contract or SLA reviews at least annually
Service Catalog Management Service Catalog Management
Role ResponsibilitiesRole Responsibilities
Service Catalog
Ensures the goals of Service Catalog Management are metE ll ti l i d d i th
gManager Ensures all operational services are recorded in the
Service CatalogEnsures all information in the Service Catalog is accurate and up to dateEnsures all information in the Service Catalog is consistent with the information in the Service PortfolioEnsures the information in the Service Catalog is adequately protected and backed upadequately protected and backed up
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Event Management Event Management
Service DeskService DeskRespond to events within scope/handles triggered incidents
Technical and Application ManagementService Design – Helps classify events, designs and d l t h l d fi t develops technology, defines auto responsesService Transition – Conducts testingService 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 ManagementHandles event monitoring and first line response for
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Handles event monitoring and first-line response for delegated services
Access ManagementAccess Management
Service Operation functions execute Access Management
Service DeskReceives 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 accessGrants access or escalates to correct resourceMay detect access incidents
i i iTechnical and Application ManagementService Design – Creates mechanisms to control service accessService Transition – Tests service access controls as designedService Transition Tests service access controls as designedService Operation – Performs Access Management
IT Operations ManagementgPerforms operational Access Management tasks
Security and Availability Management define appropriate
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Security and Availability Management define appropriate roles and so there is typically not an “Access Manager”
Functions (1)Functions (1)
Functions are units of organizations specialized to Functions 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 methodsKnowledge Knowledge Experience
Defined roles, responsibilities and , pauthorities
Functions provide structure and stability to organizations
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Functions provide structure and stability to organizations
Functions (2)Functions (2)
Service Operation Functions
Service Desk Technical Management
IT Operations Management
Application Management
IT Operations ControlControl
Facilities Management
Well-defined processes improve productivity
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Well defined processes improve productivity within and across functions
Technical Management FunctionTechnical Management Function
RoleRoleCustodian of technical knowledge and expertiseProvides resources needed to support services and manage the IT infrastructure
ObjectivesPl i l t d i t i t bl i f t tPlan, implement and maintain a stable infrastructure
Well-designed, resilient, cost-effectiveUse technical skills to quickly diagnose and resolve failures Use technical skills to quickly diagnose and resolve failures
May overlapIT Operations Management – managing and maintaining p g g g gthe IT infrastructureApplication Management – designing, testing and improving services
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improving services
Application Management FunctionApplication Management Function
RoleManages applications throughout their lifecycle Helps design, test and improve of applications
ObjectivesIdentify functionality and manageability requirements for application softwareapplication softwareAssist in the design and deployment of applicationsProvide application support and improvementspp pp pApply application skills to quickly resolve incidents
May overlapIT Operations Management – providing application supportTechnical Management – designing, testing and improving services
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services
IT Operations Management FunctionIT Operations Management Function
Role ObjectivesRoleIT Operations Control
Console management
jMaintain day-to-day process and activity stability Id tif t i Job scheduling
Backup and restorePrint and o tp t
Identify ways to improve service, maintain stability and reduce costs
Print and outputMay 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 ManagementData centersRecovery sites
IT Operations Management may overlap with
Technical & Application
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Data center outsourcing contract management
Management
Certified Process Design Engineer (CPDE)™g g ( )
A CPDE A CPDE Oversees process design and improvement activitiesEnsures processes satisfy customer requirementsEnsures processes satisfy customer requirements
He or she may serve in multiple roles includingincluding
Project managerFacilitator
l tProcess analystProcess design engineerProcess ownerProcess ownerProcess manager
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RACI Model/Authority MatrixRACI Model/Authority MatrixIncident Management Tasks SD/IM Ops & Support User 3rd PartyIncident 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
InformedPeople who are regularly informed of progress
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A RACI Model/Authority Matrix maps roles and responsibilities to processes and activities
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ITIL® V3 Bridging SchemeITIL V3 Bridging Scheme
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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.
ITIL® V3 Certification Scheme
ITIL
Advanced
5 points
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Managing Across the Lifecycle
R l C l d V lid i (RCV)
Service Offerings and Agreement (SOA)3 points each 4 points each
SDST
CSISO
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)SSSD
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
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