itil® process

Customer satisfaction with features and benefits

Number of errors found

Number of fault free roll-outs

Stability of solution

Process costs

ITIL® Key Performance Indicators

The Deployment/Release Manager role is responsible for planning the product's transition to the user community, ensuring those plans are enacted appropriately, managing issues and monitoring progress. Deployment and Release Manager Profile-IT Enabling Roles

Successful planning and control of hardware and software installations ITIL® Objective:

ITIL® Release Management

track record for meeting deadlines

Process costs

Ramifications of unsuccessful changes

Number of successfully introduced changes


The Process Engineer is one of the support roles. Its main goal is to equip the project/solution team with an efficient and lean development/solution implementation process, and to ensure that the team members are not hindered in doing their jobs. Process Engineer

The Test Manager role is tasked with the overall responsibility for the test effort's success. The role involves quality and test advocacy, resource planning and management, and resolution of issues that impede the test effort. Test Manager

The Change Control Manager role oversees the change control process and the configuration management for the project artifacts, which the role is also responsible for defining. Change Control Manager

The Project Manager role plans, manages and allocates resources, sets priorities, coordinates interactions with customers and users, and keeps the project team focused. The Project Manager also establishes a set of practices that ensure the integrity and quality of project artefacts. Project Manager

Managers

The Test Designer role is responsible for defining the test approach and ensuring its successful implementation. The role involves identifying the appropriate techniques, tools and guidelines to implement the required tests, and to give guidance on the corresponding resources requirements for the test effort. Test Designer

The Implementer/Programmer role is responsible for developing and testing components, in accordance with the project's adopted standards, for integration into larger subsystems. When test components, such as drivers or stubs, must be created to support testing, the programmer is also responsible for developing and testing the test components and corresponding subsystems. Implementer/Developer

The Database Designer is responsible for designing the persistent data storage to be used by the system. Database Designer

The User-Interface Designer coordinates the design of the user interface. User-interface designers are also involved in gathering usability requirements and prototyping candidate user-interface designs to meet those requirements. User Interface Designer

The Technical Designer role is responsible for designing a part of the system, within the constraints of the requirements, architecture, and development process for the project. Technical Designer

The Software Architect role is responsible for the software architecture, which includes the key technical decisions that constrain the overall design and implementation for the project. Software Architect

The Business Designer is responsible for designing and specifying a part of the business practice including the appropriate business processes, tools / systems and organizational structure to be used. Business Designer

Design and Implementation

The Test Analyst role is responsible for identifying and defining the required tests, monitoring detailed testing progress and results in each test cycle and evaluating the overall quality experienced as a result of testing activities. The role typically carries the responsibility for appropriately representing the needs of stakeholders that do not have direct or regular representation on the project. Test Analyst

The System Analyst role leads and coordinates requirements elicitation and technical use-case specification by outlining the system's functionality and delimiting the system; for example, identifying what actors exist and what use cases they will require when interacting with the system. Systems Analyst

The business-process analyst is responsible for defining the business process architecture, and for defining the business processes, use cases and actors, and how they interact. Business Process Analyst

Analysts

Profile-IT Enabling Roles

The carry out of changes in a timely manner with minimal risk and within cost constraints ITIL® Objective:

ITIL® Change Management

Process costs

Degree of availability to other processes

Quality and currency of data

Completeness of data


Configuration Manager is responsible for providing a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the versions of all configuration items in existence for the organization. Configuration Manager Profile-IT Enabling Roles

Manager Definitive Software Library (DSL)

Provide up to date information on elements in useITIL® Objective:

ITIL® Configuration Management

Cost of the process

Greater customer satisfaction

Increased service availability and performance

Reduction and absence of incidents


The Support Analyst manages the problem resolution process for operational systems to completion and reports on system availability and compliance with agreed service levels. Support Analyst (Level 2) Profile-IT Enabling Roles

Raise change requests (CR)

Provide work around scenarios

Turning unknown errors into known errors Prevent and reduce incidents and provide quick resolution to ensure structured useof resources. ITIL® Objective:

ITIL® Problem Management

Customer satisfaction

Cost of the processResolution rate

Response rateAdherence to agreed service level


The Support Analyst manages the problem resolution process for operational systems to completion and reports on system availability and compliance with agreed service levels. Support Analyst (Level 1) Profile-IT Enabling Roles

Restore the service as soon as possiblewhile minimizing any negative effect on businessprocesses. ITIL® Objective:

ITIL® Incident Management

ITIL® SERVICE SUPPORT

Process costs

Liquidity

Degree of cost coverage

Adherence to budget


Financial ManagerProfile-IT Enabling Roles

Economic control, financial planning, and cost accounting.ITIL® Objective:

ITIL® Financial Management

Process costs

Test successes

Investment and maintenance cost of recovery solution

Time delay and data loss in the event of situation


The Software Architect role is responsible for the software architecture, which includes the key technical decisions that constrain the overall design and implementation for the project.Software Architect

The Technical System Administrator role maintains the technical environment, including hardware, software, system administration, user permissions, backup, and performance, and is ultimately responsible for systems availability.Technical Systems Administrator

The Tool Specialist is responsible for the tools supporting the project and system like the development, configuration management, knowledge, requirements management and other tools. This includes selecting and acquiring tools. The Tool Specialist also configures and sets up the tools, and verifies that the tools work. The tools include the platforms, utilities and other application and architecture components that forms part of the system or its support.Tools Specialist


Safeguarding the performance and continuation against any eventualitybased on planning and preventative measures.ITIL® Objective:

ITIL® Service Continuity Management

Customer satisfaction impact

Lost business opportunities

Penalty for contract non-performance

Materials consumed

Overtime supplemented for support teams

Income lost

Productive time lost by users and IT resources





Ensure the availability of IT services as specified by the customer in service level management.ITIL® Objective:

ITIL® Availability Management

Ability to meet deadlines for provision of capacity

Cost and economic use of resources

Capacity utilization rate

Number of bottlenecks

Reserves

Workload of IT services






Ensure resource available to meet agreed customer requirements economically.ITIL® Objective:

ITIL® Capacity Management

Service process costs

Performance of services

Availability of service

Customer satisfaction

Number of deviations from the agreed

Extent of IT Service coverage


The Service Level Manager ensures that the service targets are identified, agreed and documented in Service Level Agreements and monitors and review these with customers of the service and solutions.Service Level ManagerProfile-IT Enabling Roles

Draw up, monitor and control the service level agreements and their underlying service quality.ITIL® Objective:

ITIL® Service Level Management

ITIL® SERVICE DELIVERY

The Support Analyst Manage the problem resolution processes for operational systems to completion and report on systems availability and compliance with agreed service levels. Support Analyst (Level 1)


Highly motivated service employees

Improved coordination with internal and external parties

Reduction in service cost

Reduction in incident reports and complaints

Increased customer satisfaction


Report on service support activities

Keep users informed

Provide initial assessment of all incidents and attempt resolution from known solution knowledge base

Central point of customer contact with IS organization

ITIL® Definition:

ITIL® SERVICE DESK

Process costs

Degree of damage occurring during incidents

Number of incidents

Internal and external audit compliance





Compliance with law and contracts

Availability secured

Integrity of information reserved

Confidentiality is reserved

ITIL® Objective

ITIL® SECURITY MANAGEMENT

ITIL® PROCESS & PROFILE-IT ENABLING ROLE MAP