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

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+.+ IT ,teering -roup #I,-& +.. /inancial 0anager +.3 ,er"ice Portfolio 0anager ..+ ,er"ice %atalogue 0anager

. ITIL V3 roles !ithin ,er"ice 1esign

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... ,er"ice Le"el 0anager ..3 ,er"ice !ner ..5 ,er"ice 1esign 0anager ..6 7pplications 7nalyst8 7rchitect ..9 Technical 7nalyst8 7rchitect ..: Risk 0anager ..; %apacity 0anager ..4 7"ailability 0anager ..+< IT ,er"ice %ontinuity 0anager ..++ IT ,ecurity 0anager ..+. %ompliance 0anager ..+3 IT 7rchitect ..+5 ,upplier 0anager 3.+ %hange 0anager 3.. %hange 7d"isory 2oard #%72& 3.3 %hange !ner 3.5 $mergency %hange 7d"isory 2oard #$%72& 3.6 Pro=ect 0anager 3.9 7pplication 1e"eloper
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3 ITIL V3 roles and boards !ithin ,er"ice Transition

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3.: Release 0anager 3.; %onfiguration 0anager 3.4 >no!ledge 0anager 3.+< Test 0anager 5.+ +st Le"el ,upport 5.. .nd Le"el ,upport 5.3 3rd Le"el ,upport 5.5 0a=or Incident Team 5.6 Incident 0anager 5.9 Problem 0anager 5.: ,er"ice Re*uest /ulfilment -roup 5.; 7ccess 0anager 5.4 IT perations 0anager 5.+< IT perator 5.++ IT /acilities 0anager 6.+ %,I 0anager 6.. Process 0anager 6.3 Process !ner
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5 ITIL V3 roles and boards !ithin ,er"ice peration

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

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9 ITIL V3 roles outside the IT organi?ation

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9.+ @ser 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

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The ,er"ice Portfolio 0anager decides on a strategy to ser"e customers in cooperation !ith the IT ,teering -roup, and de"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 design documentation.

$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?ationAs assets, 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.

Co(pliance 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 of the 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) 'oar)s 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 Parties such 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 is called, 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 functionality for 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 correct components 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 IT ser"ices. To this end he maintains a logical model, containing the components of the IT infrastructure #%Is& and their associations.

-nowle)ge 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) 'oar)s 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 order to 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 Inci)ent 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.

Inci)ent 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!il(ent 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 IT ,ecurity 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 include3 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 I(prove(ent

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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 outsi)e the IT organi1ation

2ser

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

Custo(er

,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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