roles with itil v3

7/27/2019 Roles With ITIL v3

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ITIL V3 Roles Handbook

Roles within ITIL V3

Roles are employed in order to define responsibilities. In particular,

they are used to assign Process !ners to the "arious ITIL V3

processes, and to illustrate responsibilities for the single acti"ities !ithin

the detailed process descriptions#$P%s&.

The definitions found here #in alphabetical order& are meant to be short,

summing up the main characteristics of a specific ITIL V3 role. 'hen

in(depth information on a role)s tasks and responsibilities is re*uired

this can, in our "ie!, best be obtained from the $P%s.

Contents

+ ITIL V3 roles !ithin er"ice trategy

o +.+ IT teering -roup #I-&

o +. /inancial 0anager

o +.3 er"ice Portfolio 0anager

ITIL V3 roles !ithin er"ice 1esign

o .+ er"ice %atalogue 0anager

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o . er"ice Le"el 0anager

o

.3 er"ice !nero .5 er"ice 1esign 0anager

o .6 7pplications 7nalyst8 7rchitect

o .9 Technical 7nalyst8 7rchitect

o .: Risk 0anager

o

.; %apacity 0anager

o .4 7"ailability 0anager

o .+< IT er"ice %ontinuity 0anager

o .++ IT ecurity 0anager

o .+ %ompliance 0anager

o .+3 IT 7rchitect

o .+5 upplier 0anager

3 ITIL V3 roles and boards !ithin er"ice Transition

o 3.+ %hange 0anager

o 3. %hange 7d"isory 2oard #%72&

o 3.3 %hange !ner

o 3.5 $mergency %hange 7d"isory 2oard #$%72&

o 3.6 Pro=ect 0anager

o 3.9 7pplication 1e"eloper

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http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Service_Level_Manager%23Service_Level_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Service_Owner%23Service_Ownerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Service_Design_Manager%23Service_Design_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Applications_Analyst.2F_Architect%23Applications_Analyst.2F_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Applications_Analyst.2F_Architect%23Applications_Analyst.2F_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Technical_Analyst.2F_Architect%23Technical_Analyst.2F_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Technical_Analyst.2F_Architect%23Technical_Analyst.2F_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Risk_Manager%23Risk_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Capacity_Manager%23Capacity_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Availability_Manager%23Availability_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Service_Continuity_Manager%23IT_Service_Continuity_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Security_Manager%23IT_Security_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Compliance_Manager%23Compliance_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Architect%23IT_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Architect%23IT_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Supplier_Manager%23Supplier_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#ITIL_V3_roles_and_boards_within_Service_Transition%23ITIL_V3_roles_and_boards_within_Service_Transitionhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Change_Manager%23Change_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Change_Advisory_Board_.28CAB.29%23Change_Advisory_Board_.28CAB.29http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Change_Owner%23Change_Ownerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Emergency_Change_Advisory_Board_.28ECAB.29%23Emergency_Change_Advisory_Board_.28ECAB.29http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Project_Manager%23Project_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Application_Developer%23Application_Developerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Service_Level_Manager%23Service_Level_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Service_Owner%23Service_Ownerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Service_Design_Manager%23Service_Design_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Applications_Analyst.2F_Architect%23Applications_Analyst.2F_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Technical_Analyst.2F_Architect%23Technical_Analyst.2F_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Risk_Manager%23Risk_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Capacity_Manager%23Capacity_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Availability_Manager%23Availability_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Service_Continuity_Manager%23IT_Service_Continuity_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Security_Manager%23IT_Security_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Compliance_Manager%23Compliance_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#IT_Architect%23IT_Architecthttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Supplier_Manager%23Supplier_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#ITIL_V3_roles_and_boards_within_Service_Transition%23ITIL_V3_roles_and_boards_within_Service_Transitionhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Change_Manager%23Change_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Change_Advisory_Board_.28CAB.29%23Change_Advisory_Board_.28CAB.29http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Change_Owner%23Change_Ownerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Emergency_Change_Advisory_Board_.28ECAB.29%23Emergency_Change_Advisory_Board_.28ECAB.29http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Project_Manager%23Project_Managerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Application_Developer%23Application_Developer


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o 3.: Release 0anager

o

3.; %onfiguration 0anagero 3.4 >no!ledge 0anager

o 3.+< Test 0anager

5 ITIL V3 roles and boards !ithin er"ice peration

o 5.+ +st Le"el upport

o

5. nd Le"el upport

o 5.3 3rd Le"el upport

o 5.5 0a=or Incident Team

o 5.6 Incident 0anager

o 5.9 Problem 0anager

o 5.: er"ice Re*uest /ulfilment -roup

o 5.; 7ccess 0anager

o 5.4 IT perations 0anager

o 5.+< IT perator

o 5.++ IT /acilities 0anager

6 ITIL V3 roles !ithin %ontinual er"ice Impro"ement

o 6.+ %I 0anager

o 6. Process 0anager

o 6.3 Process !ner

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9 ITIL V3 roles outside the IT organi?ation

o

9.+ @sero 9. %ustomer

: Roles and boards according to ITIL Version

ITIL V3 roles within Service Strategy

IT Steering Group (ISG)

The IT teering -roup #I-& sets the direction and strategy for IT

er"ices. It includes members of senior management from

business and IT.

The I- re"ie!s the business and IT strategies in order to make

sure that they are aligned.

It also sets priorities of ser"ice de"elopment programs8 pro=ects.

Financial Manager

The /inancial 0anager is responsible for managing an IT ser"ice

pro"ider)s budgeting, accounting and charging re*uirements.

Service ort!olio Manager

http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#ITIL_V3_roles_outside_the_IT_organization%23ITIL_V3_roles_outside_the_IT_organizationhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#User%23Userhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Customer%23Customerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Roles_and_boards_according_to_ITIL_Version_2%23Roles_and_boards_according_to_ITIL_Version_2http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Strategyhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#ITIL_V3_roles_outside_the_IT_organization%23ITIL_V3_roles_outside_the_IT_organizationhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#User%23Userhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Customer%23Customerhttp://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3#Roles_and_boards_according_to_ITIL_Version_2%23Roles_and_boards_according_to_ITIL_Version_2http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Strategy


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The er"ice Portfolio 0anager decides on a strategy to ser"e

customers in cooperation !ith the IT teering -roup, andde"elops the ser"ice pro"ider)s offerings and capabilities.

ITIL V3 roles within Service "esign

Service Catalogue Manager

The er"ice %atalogue 0anager is responsible for maintaining

the er"ice %atalogue, ensuring that all information !ithin the

er"ice %atalogue is accurate and up(to(date.

Service Level Manager

The er"ice Le"el 0anager is responsible for negotiating er"ice

Le"el 7greements and ensuring that these are met.

He makes sure that all IT er"ice 0anagement processes,

perational Le"el 7greements and @nderpinning %ontracts are

appropriate for the agreed ser"ice le"el targets.

The er"ice Le"el 0anager also monitors and reports on ser"ice

le"els.

Service #wner

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The er"ice !ner is responsible for deli"ering a particular

ser"ice !ithin the agreed ser"ice le"els. Typically, he acts as the counterpart of the er"ice Le"el

0anager !hen negotiating perational Le"el 7greements

#L7s&.

ften, the er"ice !ner !ill lead a team of technical specialists

or an internal support unit.

Service "esign Manager

The er"ice 1esign 0anager is responsible for producing *uality,

secure and resilient designs for ne! or impro"ed ser"ices.

This includes producing and maintaining all designdocumentation.

$pplications $nalyst% $rchitect

The 7pplications 7nalyst8 7rchitect is responsible for designing

applications re*uired to pro"ide a ser"ice. This includes the specification of technologies, application

architectures and data structures as a basis for application

de"elopment or customi?ation.



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Technical $nalyst% $rchitect

The Technical 7nalyst8 7rchitect is responsible for designing

infrastructure components and systems re*uired to pro"ide a

ser"ice.

This includes the specification of technologies and products as a

basis for their procurement and customi?ation.

Ris& Manager

The Risk 0anager is responsible for identifying, assessing and

controlling risks.

This includes analysing the "alue of assets to the business,

identifying threats to those assets, and e"aluating ho! "ulnerable

each asset is to those threats.

Capacity Manager

The %apacity 0anager is responsible for ensuring that ser"ices

and infrastructure are able to deli"er the agreed capacity and

performance targets in a cost effecti"e and timely manner.

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He considers all resources re*uired to deli"er the ser"ice, and

plans for short, medium and long term business re*uirements.

$vaila'ility Manager

The 7"ailability 0anager is responsible for defining, analysing,

planning, measuring and impro"ing all aspects of the a"ailability

of IT ser"ices. He is responsible for ensuring that all IT infrastructure, processes,

tools, roles etc are appropriate for the agreed ser"ice le"el targets

for a"ailability.

IT Service Continuity Manager

The IT er"ice %ontinuity 0anager is responsible for managing

risks that could seriously impact IT ser"ices.

He ensures that the IT ser"ice pro"ider can pro"ide minimum

agreed ser"ice le"els in cases of disaster, by reducing the risk to

an acceptable le"el and planning for the reco"ery of IT ser"ices.

IT Security Manager

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The IT ecurity 0anager is responsible for ensuring the

confidentiality, integrity and a"ailability of an organi?ationAsassets, information, data and IT ser"ices.

He is usually in"ol"ed in an organi?ational approach to ecurity

0anagement !hich has a !ider scope than the IT ser"ice

pro"ider, and includes handling of paper, building access, phone

calls etc., for the entire organi?ation.

Copliance Manager

The %ompliance 0anager)s responsibility is to ensure that

standards and guidelines is follo!ed, or that proper, consistent

accounting or other practices are being employed. This includes to make sure that eBternal legal re*uirements are

fulfilled.

IT $rchitect

The IT 7rchitect defines a blueprint for the future de"elopment ofthe technological landscape, taking into account the ser"ice

strategy and ne!ly a"ailable technologies.



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Supplier Manager

The upplier 0anager is responsible for ensuring that "alue for

money is obtained from all suppliers.

He makes sure that contracts !ith suppliers support the needs of

the business, and that all suppliers meet their contractual

commitments.

ITIL V3 roles an 'oars within Service Transition

Change Manager

The %hange 0anager authorises and documents all changes in

the IT Infrastructure and its components #%onfiguration Items&, in

order to maintain a minimum amount of interrupti"e effects upon

the running operation.

In the case of further(reaching changes, he in"ol"es the %hange

7d"isory 2oard #%72&.

Change $visory *oar (C$*)

7 group of people that ad"ises the %hange 0anager in the

7ssessment, prioritisation and scheduling of %hanges.

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This board is usually made up of representati"es from all areas

!ithin the IT er"ice Pro"ider, the 2usiness, and Third Partiessuch as uppliers.

Change #wner

The person backing a %hange and holding a budget for its

implementation. In most cases the %hange !ner is identical !ith the R/%

initiator.

Typically %hanges are o!ned by er"ice 0anagement roles #e.g.

the Problem or %apacity 0anager& or members of IT

management.

+ergency Change $visory *oar (+C$*)

7 sub(set of the %hange 7d"isory 2oard !ho make decisions

about high impact $mergency %hanges.

0embership of the $%72 may be decided at the time a meeting iscalled, and depends on the nature of the $mergency %hange.

ro,ect Manager

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The Pro=ect 0anager is responsible for planning and coordinating

the resources to deploy a ma=or Release !ithin the predicted cost,time and *uality estimates.

$pplication "eveloper

The 7pplication 1e"eloper is responsible for making a"ailable

applications and systems !hich pro"ide the re*uired functionalityfor IT ser"ices.

This includes the de"elopment and maintenance of custom

applications as !ell as the customi?ation of products from

soft!are "endors.

Release Manager

The Release 0anager is responsible for planning, scheduling and

controlling the mo"ement of Releases to test and li"e

en"ironments. His primary ob=ecti"e is to ensure that the integrity

of the li"e en"ironment is protected and that the correctcomponents are released.

Con!iguration Manager

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The %onfiguration 0anager is responsible for maintaining

information about %onfiguration Items re*uired to deli"er ITser"ices.

To this end he maintains a logical model, containing the

components of the IT infrastructure #%Is& and their associations.

-nowlege Manager

The >no!ledge 0anager ensures that the IT organi?ation is able

to gather, analy?e, store and share kno!ledge and information.

His primary goal is to impro"e efficiency by reducing the need to

redisco"er kno!ledge.

Test Manager

The Test 0anager ensures that deployed Releases and the

resulting ser"ices meet customer eBpectations, and "erifies that

IT operations is able to support the ne! ser"ice.

ITIL V3 roles an 'oars within Service #peration

.st Level Support

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The responsibility of +st Le"el upport is to register and classify

recei"ed Incidents and to undertake an immediate effort in orderto restore a failed IT er"ice as *uickly as possible.

If no ad(hoc solution can be achie"ed, +st Le"el upport !ill

transfer the Incident to eBpert Technical upport -roups #nd

Le"el upport&.

+st Le"el upport also processes er"ice Re*uests and keeps

users informed about their Incidents) status at agreed inter"als.

/n Level Support

nd Le"el upport takes o"er Incidents !hich cannot be sol"ed

immediately !ith the means of +st Le"el upport. If necessary, it !ill re*uest eBternal support, e.g. from soft!are or

hard!are manufacturers.

The aim is to restore a failed IT er"ice as *uickly as possible.

If no solution can be found, the nd Le"el upport passes on the

Incident to Problem 0anagement.

3r Level Support

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3rd Le"el upport is typically located at hard!are or soft!are

manufacturers. Its ser"ices are re*uested by nd Le"el upport if re*uired for

sol"ing an Incident.

The aim is to restore a failed IT er"ice as *uickly as possible.

Ma,or Incient Tea

7 dynamically established team of IT managers and technical

eBperts, usually under the leadership of the Incident 0anager,

formulated to concentrate on the resolution of a 0a=or Incident.

Incient Manager

The Incident 0anager is responsible for the effecti"e

implementation of the process CIncident 0anagementC and carries

out the respecti"e reporting procedure.

He represents the first stage of escalation for Incidents, should

these not be resol"able !ithin the agreed er"ice Le"els.

ro'le Manager



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The Problem 0anager is responsible for managing the lifecycle of

all Problems. His primary ob=ecti"es are to pre"ent Incidents from happening,

and to minimise the impact of Incidents that cannot be pre"ented.

To this purpose he maintains information about >no!n $rrors and

'orkarounds.

Service Re0uest Ful!ilent Group

er"ice Re*uest /ulfilment -roups speciali?e on the fulfilment of

certain types of er"ice Re*uests.

Typically, +st Le"el upport !ill process simpler re*uests, !hile

others are for!arded to the speciali?ed /ulfilment -roups.

$ccess Manager

The 7ccess 0anager grants authori?ed users the right to use a

ser"ice, !hile pre"enting access to non(authori?ed users.

The 7ccess 0anager essentially eBecutes policies defined in ITecurity 0anagement.

IT #perations Manager



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7n IT perations 0anager !ill be needed to take o"erall

responsibility for all of the IT perations 0anagement acti"ities,!hich include perations %ontrol and /acilities 0anagement.

IT #perator

IT perators are the staff !ho perform the day(to(day operational

acti"ities. Typical responsibilities include Performing backups, ensuring that

scheduled =obs are performed, installing standard e*uipment in

the data centre.

IT Facilities Manager

The IT /acilities 0anager is responsible for managing the

physical en"ironment !here the IT infrastructure is located.

This includes all aspects of managing the physical en"ironment,

for eBample po!er and cooling, building access management,

and en"ironmental monitoring.

ITIL V3 roles within Continual Service

Iproveent

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CSI Manager

The %ontinual er"ice Impro"ement #%I& 0anager is responsible

for managing impro"ements to IT er"ice 0anagement processes

and IT ser"ices.

He !ill continually measure the performance of the ser"ice

pro"ider and design impro"ements to processes, ser"ices and

infrastructure in order to increase efficiency, effecti"eness, and

cost effecti"eness.

rocess Manager

The Process 0anager is responsible for planning and

coordinating all Process 0anagement acti"ities.

He supports all parties in"ol"ed in managing and impro"ing

processes, in particular the Process !ners.

This role !ill also coordinate all %hanges to processes, thereby

making sure that all processes cooperate in a seamless !ay.

rocess #wner

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7 role responsible for ensuring that a process is fit for purpose.

The Process !nerAs responsibilities include sponsorship,design, and continual impro"ement of the process and its metrics.

This role is often assigned to staff holding one of the ma=or

er"ice 0anagement roles #e.g. the Incident 0anager is the

Process !ner of the Incident 0anagement process&.

ITIL V3 roles outsie the IT organi1ation

2ser

The user of an IT ser"ice on the business side.

Custoer

omeone !ho buys goods or ser"ices.

The %ustomer of an IT er"ice Pro"ider is the person or group

!ho defines and agrees the ser"ice le"el targets.

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roles with itil v3

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