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The IT Service Management Processes and Activities, Roles and Responsibilities Job Description

By Gerard Blokdijk
167 pages | PDF | 2.060 KB | Download | Password: it

Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business.
This document describes the contents of the Roles & Responsibilities Workbook. The information found within the Workbook is based on the ITIL Version 3 framework, focusing on five phases of the ITIL Lifecycle. The Workbook is designed to answer a lot of the questions about the roles and responsibilities of various process owners, as well as other parties involved in the Service Lifecycle, and provide you with useful guides and user-friendly templates. The Workbook serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activity.

Within each Lifecycle phase, there are a number of documents that outline the roles and responsibilities involved in each process. Below is an itemized list of these documents. You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation.

To enable the Service Design phase to be successful, it is essential that the relevant roles and responsibilities are defined, within the organization of various activities. When designing a service or a process, it is imperative that all the roles are clearly defined. A trademark of high performing organizations is the ability to make the right decisions quickly and execute them effectively. Whether the decision involves a strategic choice or a critical operation, being clear on who has input, who decides and who takes action will enable the company to move forward rapidly.

The specific roles within ITIL Service Management all require specific skills, attributes and competences from the people involved to enable them to work effectively and efficiently. However, whatever role, it is imperative that the person carrying out that role has the following attributes:

  • Awareness of the business priorities, objectives and business drivers
  • Awareness of the role IT plays in enabling the business objectives to be met
  • Customer service skills
  • Awareness of what IT can deliver to the business, including latest capabilities
  • The competence, knowledge and information necessary to complete their role
  • The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence.

The following are examples of attributes required in many of the roles, dependent on the organization and the specific role:

  • Management skills both from a person management perspective and from the overall control of process
  • Meeting skills to organize, chair, document and ensure actions are followed up Communications – an important element of all roles is raising awareness of the processes to ensure buy-in and conformance. An ability to communicate at all levels within the organization will be imperative.
  • Articulate both written, for reports etc., and verbal
  • Negotiation required for several aspects, such as procurement and contracts
  • Analytical to analyse metrics produced from the activity.

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