ITIL® V3 Roles and ResponsibilitiesITIL V3 Roles and Responsibilities

Change Manager

© ITSM Academy1

About ITSM AcademyAbout ITSM Academy

Certified Woman Owned BusinessAccredited ITSM Education Provider

ITIL® Foundation/Bridge, V3 Capability, V2 Practitioner, Service Manager / BridgeManager / BridgeISO/IEC 20000 Foundation and AdvancedProcess Design (CPDE)MOF FoundationPractical Workshops – Visible Ops, Apollo 13, Implementing ITIL ®

PMI Global Registered Education ProviderPMI Global Registered Education ProviderPublic Training in Fort Lauderdale, Dallas and DCCorporate on-site classesOver 15,000 learners trained since 2003

2007 - Awarded Federal Government Schedule Contract

© ITSM Academy2

(GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government

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

© ITSM Academy3

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

© ITSM Academy4

(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

© ITSM Academy5

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

© ITSM Academy6

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

© ITSM Academy7

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

© ITSM Academy8

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

© ITSM Academy9

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

© ITSM Academy10

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

© ITSM Academy11

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

© ITSM Academy12

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

© ITSM Academy13

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

© ITSM Academy14

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

© ITSM Academy15

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

© ITSM Academy16

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

© ITSM Academy17

A RACI Model/Authority Matrix maps roles and responsibilities to processes and activities

Want to Learn More?Want to Learn More?Now available

ITIL® V3 Foundation / BridgeITIL ® V3 Capability – RCV & OSAITIL® V3 Service Manager BridgeITIL® V3 BooksISO/IEC 20000 (ISO 20K) FoundationCertified Process Design Engineer (CPDE)TMg g ( )MOF 4.0 Foundation

Coming soonComing soonMore V3 Capability, Lifecycle, Managing Across the Lifecycle

© ITSM Academy18

Managing Across the LifecycleISO 20K Professional Level Modules

ITSM Academy, Inc.ITSM Academy, Inc.

© ITSM Academy19

ITIL® V3 Bridging SchemeITIL V3 Bridging Scheme

© ITSM Academy20

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

ITIL Expert

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)

© ITSM Academy 2008

© ITSM Academy21

V3 Foundation2 points © ITSM Academy 2008