ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

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1 ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact This summary of IT service management roles and responsibilities is based on those described in the five volumes of ITIL 2011 edition ITIL is a Registered Trademark of the Cabinet Office

2 TABLE OF CONTENTS Executive Summary Generic roles What is a Service Manager? Generic Service Owner Role Generic Process Owner Role Generic Process Manager Role Generic Process Practitioner Role Service strategy roles Strategy Management for IT Services Roles Strategy Management for IT Services Process Owner Strategy Management for IT Services Process Manager Other Roles Involved in the Strategy Management for IT Services Process Business Strategy Manager IT Director or Service Management Director Service Portfolio Management Roles Service Portfolio Management Process Owner Service Portfolio Management Process Manager Business Relationship Management Roles Business Relationship Manager Business Relationship Management Process Owner Business Relationship Management Process Manager Financial Management for IT Services Roles Financial Management for IT Services Process Owner Financial Management for IT Services Process Manager Budget Holders Demand Management Roles Demand Management Process Owner Demand Management Process Manager Sourcing Roles Chief Sourcing Officer an example Service design roles Design Coordination Roles... 12

3 3.1.1 Design Coordination Process Owner Design Coordination Process Manager Service Design Manager Service Catalogue Management Roles Service Catalogue Management Process Owner Service Catalogue Management Process Manager Service Level Management Roles Service Level Management Process Owner Service Catalogue Management Process Manager Service Owner Role in Service Level Management Business Relationship Manager Role in Service Level Management Availability Management Roles Availability Management Process Owner Availability Management Process Manager Capacity Management Roles Capacity Management Process Owner Capacity Management Process Manager IT Service Continuity Management Roles IT Service Continuity Management Process Owner IT Service Continuity Management Process Manager Information Security Management Roles Information Security Management Process Owner Information Security Management Process Manager Supplier Management Roles Supplier Management Process Owner Supplier Management Process Manager Other Service Design Roles IT Planner IT Designer / Architect Service transition roles Transition Planning and Support Roles Service Transition Manager Transition Planning and Support Process Owner Transition Planning and Support Process Manager Transition Planning and Support Practitioner... 27

4 4.2 Change Management Roles Change Management Process Owner Change Management Process Manager Change Initiator Change Practitioner Change Authority Change Advisory Board (CAB) Member CAB Chair Service Asset and Configuration Management Roles Service Asset and Configuration Manager Process Owner Service Asset and Configuration Manager Configuration Analyst Configuration Librarian Release and Deployment Management Roles Release and Deployment Management Process Owner Release and Deployment Management Process Manager Release Packaging and Build Practitioner Deployment Practitioner Early Life Support Practitioner Build and Test Environment Manager Service Validation and Testing Roles Service Validation and Testing Process Owner Service Validation and Testing Process Manager Service Validation and Testing Practitioner Contribution of other Roles to Service Validation and Testing Change Evaluation Roles Change Evaluation Process Owner Change Evaluation Process Manager Change Evaluation Process Practitioner Knowledge Management Roles Knowledge Management Process Owner Knowledge Management Process Manager Knowledge Management Process Practitioner Knowledge Creator Service operation roles... 37

5 5.1 Incident Management Roles Incident Management Process Owner Incident Management Process Manager First Line Analyst Second Line Analyst Third Line Analyst Problem Management Roles Problem Management Process Owner Problem Management Process Manager Problem Analyst Request Fulfilment Roles Request Fulfilment Process Owner Request Fulfilment Process Manager Request Fulfilment Analyst Event Management Roles Event Management Process Owner Event Management Process Manager Other Event Management Roles Access Management Roles Access Management Process Owner Access Management Process Manager Other Access Management Roles Service Desk Roles Service Desk Manager Service Desk Supervisor Service Desk Analyst Super User Technical Management Roles Technical Manager / Team Leader Technical Analyst / Architect Technical Operator IT Operations Management Roles IT Operations Manager Shift Leader IT Operations Analyst... 48

6 5.8.4 IT Operator Application Management Roles Applications Manager / Team Leader Applications Analyst / Architect continual service improvement roles Continual Service Improvement Manager Seven Step Improvement Roles Seven Step Improvement Process Owner Seven Step Improvement Process Manager Reporting Analyst Other Roles Involved in the Seven Step Improvement Process... 52

7 EXECUTIVE SUMMARY Definition: Role A role is a set of responsibilities, activities and authorities granted to a person or team. A role is defined in a process or function, and one person or team may have multiple roles. Overview of Roles A number of roles need to be performed in support of the service lifecycle, and it is important that organisations shape their roles to suit them accordingly, at times combining or separating them. This section provides guidance and examples of role descriptions. It is important to note that roles and job titles are two different things, but are often confused with each other. Position titles (job titles) and position descriptions will vary from organisation to organisation, however, individuals holding whichever title can perform one or more of the required roles. It should also be noted now that an individual may perform a single task that signifies involvement in more than one process. For example, Roles fall into two main categories generic roles and then specific roles that apply only within a particular lifecycle stage or process. All and any roles can be combined or separated in a number of different ways depending on the organisational structure. In small organisations many roles may be combined such as Service Desk Manager, Incident Manager and Problem Manager. In larger organisations these roles may be divided across three different individuals. The only exception to this is that there must only be one process owner for each process and one service owner for each service. Roles are accountable or responsible for an activity, and they can also be consulted or informed about something. The RACI (responsible, accountable, consulted, informed) model provides a useful way of defining and communicating roles and responsibilities. ITIL is a registered trademark of the Cabinet Office 1 Version 1.4

8 1. GENERIC ROLES 1.1 What is a Service Manager? The term Service Manager is a generic term for any manager, and it is commonly used to refer to a Business Relationship Manager (BRM), a Process Manager or a Senior Manager. In addition, a Service Manager is often assigned several roles such as BRM, Service Level Manager and Continual Service Improvement (CSI) Manager. 1.2 Generic Service Owner Role To ensure that a service is managed appropriately, a Service Owner provides a single point of accountability, absolutely necessary to achieve the required delivery whilst maintaining a business focus. They are accountable for the delivery of a specific service to the IT Director (or similar), but they are also responsible for other aspects such as maintenance, enhancements and general operation. A single person may fulfil the Service Owner role for one or more services. The Service Owner has the following responsibilities: Ensure the ongoing service delivery and support meet agreed customer requirements; Liaise with the BRM to understand and translate customer requirements; Ensure adequate communication with the customer(s) for all service-related enquiries and issues; Assist in defining service models and in assessing the impact of new services or changes to existing services; Liaise with the appropriate Process Owners throughout the service lifecycle; Solicit required data, statistics and reports for analysis and facilitate service monitoring and performance; Provide input into service performance, availability etc; Represent the service across the organisation and in CAB meetings; Serve as the point of escalation for major incidents; Participate in internal service review meetings (within IT) and external service review meetings (with the business); Ensure that the service entry in the service catalogue is accurate and is maintained; Assist with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) relating to the service; Identify improvement opportunities for inclusion in the CSI register and assist with these improvements. ITIL is a registered trademark of the Cabinet Office 2 Version 1.4

9 The Service Owner is a primary stakeholder in all of the underlying IT processes which enable or support the service they own. For example: Incident Management is involved in (or perhaps chairs) the crisis management team for high-priority incidents impacting the service owned; Problem Management plays a major role in establishing the root cause and proposed permanent fix for the service being evaluated; Release and Deployment Management is a key stakeholder in determining whether a new release affecting a service in production is ready for promotion; Change Management participates in CAB decisions, authorising changes to the services they own; Service Asset and Configuration Management ensures that all groups which maintain the data and relationships for the service architecture they are responsible for have done so with the level of integrity required; Service Level Management acts as the single point of contact for a specific service and ensures that the service portfolio and service catalogue are accurate in relationship to their service; Availability Management and Capacity Management reviews technical monitoring data from a domain perspective to ensure that the needs of the overall service are being met; IT Service Continuity Management understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis. Information Security Management ensures that the service conforms to Information Security Management policies; Financial Management for IT services assists in defining and tracking the cost models in relationship to how their service is costed and recovered. ITIL is a registered trademark of the Cabinet Office 3 Version 1.4

10 1.3 Generic Process Owner Role The Process Owner role is accountable for ensuring that a process is fit for purpose, and is a critical role to all processes. It usually ties in together with the person carrying out the Process Manager role, depending on the size of the organisation. This role is often combined with the Process Manager role, but not always. The Process Owner role is accountable for ensuring that their process is performed according to the agreed and documented standard and meets the aims of the process definition. The Process Owner s accountabilities include: Sponsor, design and change manage the process and its metrics; Define the process strategy and periodically review it; Ensure that appropriate process documentation is available and current; Define appropriate policies and standards to be employed throughout the process; Periodically audit the process to ensure compliance to policy and standards; Communicate process information or changes as appropriate to ensure awareness; Provide process resources to support activities required throughout the service lifecycle; Ensure that process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process; Identify improvement opportunities for inclusion in the CSI register and assist with these improvements. ITIL is a registered trademark of the Cabinet Office 4 Version 1.4

11 1.4 Generic Process Manager Role The Process Manager role is accountable for operational management of a process. There may be several Process Managers for one process, for example regional Change Managers or IT Service Continuity Managers for each data centre. This role is often combined with the Process Owner role, but not always. The Process Manager s accountabilities include: Liaise with the Process Owner to plan and coordinate all process activities; Appoint people to the required roles and manage resources assigned to the process; Work with Service Owners and other Process Managers to ensure the smooth running of services; Monitor and report on process performance; Identify improvement opportunities for inclusion in the CSI register and assist with these improvements. 1.5 Generic Process Practitioner Role A Process Practitioner is responsible for carrying out one or more process activities. This role can be combined with the Process Manager role or sometimes there may be large numbers of practitioners carrying out different parts of the process. The Process Practitioner s responsibilities typically include: Carry out one or more activities of a process; Understand how their role contributes to the overall delivery of service and creation of value for the business; Liaise with other stakeholders to ensure their involvement is beneficial; Ensure that inputs, outputs and interfaces for their activities are correct; Create or update records to show that activities have been carried out correctly. ITIL is a registered trademark of the Cabinet Office 5 Version 1.4

12 2. SERVICE STRATEGY ROLES 2.1 Strategy Management for IT Services Roles This section describes a number of roles that need to be performed in support of the Strategy Management process. Many organisations will have a person with the job title IT Strategy Manager. This job typically combines the roles of strategy management for IT services Process Owner and strategy management for IT services Process Manager Strategy Management for IT Services Process Owner The Strategy Management for IT Services Process Owner s responsibilities typically include: Perform the Process Owner role for the strategy management for IT services process; Liaise with other Process Owners to ensure that the organisation s overall IT strategy is effectively reflected in their processes Strategy Management for IT Services Process Manager The Strategy Management for IT Services Process Manager s responsibilities typically include: Perform the Process Manager role for the strategy management for IT services process; Formulate, document and maintain the organisation s overall IT strategy, to best support the business strategy; Assist in informing and promoting the IT strategy so that all stakeholders are aware of the IT strategy and how it will move forward; Responsible to the IT steering group for the implementation and operation of the IT strategy; Review the operation and performance of the IT strategy and makes any necessary adjustments; Plan and manage support for strategy management tools and processes; Coordinate interfaces between strategy management for IT services and other processes. ITIL is a registered trademark of the Cabinet Office 6 Version 1.4

13 2.1.3 Other Roles Involved in the Strategy Management for IT Services Process In addition to the roles described above, many roles are performed by senior managers of the service provider and in the wider organisation. Examples of some important individuals and groups and the role they play in service strategy are discussed below, although their actual titles may differ between organisations Business Strategy Manager The Business Strategy Manager s responsibilities typically include: Formulate, document and maintain the organisation s overall business strategy; Assist in informing and promoting the business strategy so that all stakeholders are aware of the strategy and how it will move forward; Responsible to all stakeholders for the successful implementation and operation of the business strategy; Review the operation and performance of the business strategy and makes any necessary adjustments IT Director or Service Management Director Larger organisations may have a need to appoint an IT Director or a Service Management Director, and/or establish a Service Management Office (SMO). The IT Director or Service Management Director s responsibilities typically include: Overall responsibility for the successful implementation and operation of the organisation s ITSM processes; Propose, initiate and manage improvement initiatives; Liaise with Process Owners/Managers to detect issues and possible developments; Manage capabilities and resources between the processes and functions; Be responsible for staff development and training. ITIL is a registered trademark of the Cabinet Office 7 Version 1.4

14 2.2 Service Portfolio Management Roles This section describes a number of roles that need to be performed in support of the Service Portfolio Management process Service Portfolio Management Process Owner The Service Portfolio Management Process Owner s responsibilities typically include: Perform the Process Owner role for the Service Portfolio Management process; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Service Portfolio Management Service Portfolio Management Process Manager The Service Portfolio Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Service Portfolio Management process; Manage and maintain the organisation s portfolio; Manage the adjoining processes to ensure the portfolio maintains appealing to customers and is current; Promote the portfolio, especially the service catalogue detailing all operational services; Assist with service packages and alternatives to ensure that services can be grouped accordingly to created marketable products. ITIL is a registered trademark of the Cabinet Office 8 Version 1.4

15 2.3 Business Relationship Management Roles This section describes a number of roles that need to be performed in support of the BRM process Business Relationship Manager Many organisations will have a BRM, perhaps combining the roles of Business Relationship Management Process Owner and Business Relationship Management Process Manager. The BRM might also represent a number of individuals working within BRM and focused on different customer segments or groups. In some organisations, this role may be combined with the role of Service Level Manager. There can also be confusion between the role of the BRM, and the process of Business Relationship Management. Business Relationship Managers are often required to execute activities from other processes simply because of their customer-facing position. This does not make those activities part of the Business Relationship Management process Business Relationship Management Process Owner The Business Relationship Management process owner s responsibilities typically include: Perform the Process Owner role for the Business Relationship Management process; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Business Relationship Management Business Relationship Management Process Manager The Business Relationship Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Business Relationship Management process; Identify customer requirements and ensures that these are being met; Manage customer expectations prior to agreeing to deliver any services; Ensure high customer satisfaction; Establish and maintain a positive relationship between all customers and the service provider; Keep abreast of changes within the customer/s environment that could possibly impact the services required/provided; Keep abreast of technology trends/enhancements that could possibly impact the services required/provided; Assist with new services or changes to existing services and ensures they match the business requirements; Mediate when there are conflicting requirements for services from different business units. ITIL is a registered trademark of the Cabinet Office 9 Version 1.4

16 2.4 Financial Management for IT Services Roles This section describes a number of roles that need to be performed in support of the Financial Management for IT Services process. Many organisations will have a person with the job title IT Financial Manager and will sometimes be combined of Financial Management Process Owner and Financial Management Process Manager Financial Management for IT Services Process Owner The Financial Management for IT Services Process Owner s responsibilities typically include: Perform the Process Owner role for the Financial Management for IT Services process; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Financial Management for IT services Financial Management for IT Services Process Manager The Financial Management for IT Services Process Manager s responsibilities typically include: Perform the Process Manager role for the Financial Management for IT Services process; Prepare the annual IT budgets and submit them for review and approval by the IT Steering Group; Manage the IT budgets on an ongoing basis, including improvements to balance income and expenditure in line with the budgets; Produce recurring statements for reporting purposes to permit areas to manage their own budgets; Prepare and administer charging systems for customers; Examine value for money on all activities, projects and expenditure within IT Budget Holders Miscellaneous IT Managers may be appointed as budget holders to estimate and manage the budgets for their own particular area(s). Budget Holder responsibilities typically include: Calculate and submit budget estimate; Negotiate, agree and manage their budget on an ongoing basis; Report against budget outcomes on a regular basis. ITIL is a registered trademark of the Cabinet Office 10 Version 1.4

17 2.5 Demand Management Roles This section describes a number of roles that need to be performed in support of the Demand Management process Demand Management Process Owner The Demand Management Process Owner s responsibilities typically include: Perform the Process Owner role for the Demand Management process; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Demand Management Demand Management Process Manager The Demand Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Demand Management process; Identify and analyse Patterns of Business Activity (PBA) to understand the varying levels of demand from the business; Identify and analyse User Profiles to understand the typical profiles of demand for services from the business; Help design services to ensure they meet business requirements; Ensure sufficient resources exist at the appropriate times to meet the demands from the business, maintaining a suitable balance between cost and value; Predict, prevent and manage circumstances where the demand for a service exceeds the capacity to deliver it Sourcing Roles Sourcing roles are defined more or less formally in different organisations. In the most formal, a sourcing office may be established and the role of Chief Sourcing Officer (CSO) defined. Any sourcing strategy should involve and be executed through the Supplier Management process within ITIL Service Design Chief Sourcing Officer an example The CSO: Market the associated sourcing strategy and the sourcing office; Work closely with the CIO to develop a sourcing strategy that determines the roles and responsibilities best held by internal staff and when external resources should be utilised; Set principles for governance; Interact at many levels, including the executive and delivery levels. ITIL is a registered trademark of the Cabinet Office 11 Version 1.4

18 3. SERVICE DESIGN ROLES 3.1 Design Coordination Roles This section describes roles that need to be performed in support of the Design Coordination process Design Coordination Process Owner The Design Coordination Process Owner s responsibilities typically include: Perform the Process Owner role for the design coordination process; Set the scope and policies for Service Design; Oversee the overall design of all Service Design processes to ensure that they will work together to meet the needs of the business Design Coordination Process Manager The Design Coordination Process Manager s responsibilities typically include: Perform the Process Manager role for the Design Coordination process; Manage interfaces between Design Coordination and other processes; Ensure that service strategies are reflected in the service design practice; Ensure the consistent design of services, service management information systems, architectures, technology, processes, information and metrics to meet current and future business requirements; Coordinate design activities and manage conflicts as required; Plan and coordinate all resources and capabilities required to design new or changed services; Produce Service Design Packages (SDPs); Ensure that adequate designs and/or SDPs are produced and delivered to Service Transition as agreed; Manage requirements and transfer points between the Service Design stage and Service Strategy and Service Transition; Ensure models and designs correspond to strategic, architectural, governance and any other corporate requirements; Improve the overall success of the Service Design activities and processes; Ensure a common framework is adopted regarding activities and procedures Service Design Manager Many organisations will have a person with the job title Service Design Manager. This job typically combines the roles of Design Coordination Process Owner and Design Coordination Process Manager. It may also include some degree of line management of the people involved in service design. ITIL is a registered trademark of the Cabinet Office 12 Version 1.4

19 3.2 Service Catalogue Management Roles This section describes a number of roles that need to be performed in support of the Service Catalogue Management process Service Catalogue Management Process Owner The Service Catalogue Management Process Owner s responsibilities typically include: Perform the Process Owner role for the Service Catalogue Management process; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Service Catalogue Management, Service Portfolio Management, Service Level Management and Business Relationship Management Service Catalogue Management Process Manager The Service Catalogue Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Service Catalogue Management process; Coordinate interfaces between Service Catalogue Management and other processes, especially Service Asset and Configuration Management, and Release and Deployment Management; Ensure that all operational services and those being prepared to be run are recorded within the service catalogue; Ensures that all information in the service catalogue is complete, up to date, protected and backed up; Ensure that all required parties have access to the service catalogue. ITIL is a registered trademark of the Cabinet Office 13 Version 1.4

20 3.3 Service Level Management Roles This section describes a number of roles that need to be performed in support of the Service Level Management process Service Level Management Process Owner The Service Level Management process owner s responsibilities typically include: Perform the Process Owner role for the Service Level Management process; Liaise with the Business Relationship Management Process Owner to ensure adequate coordination and communication between the two processes; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Service Catalogue Management, Service Portfolio Management, Service Level Management and Business Relationship Management Service Catalogue Management Process Manager The Service Level Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Service Level Management process; Coordinate interfaces between Service Level Management and other processes, especially Service Catalogue Management, Service Portfolio Management, Business Relationship Management and Supplier Management; Keep abreast of changing business needs; Ensure that the current and future business requirements are identified, understood and documented in the appropriate documents (SLAs, etc); Negotiate and agree service levels with customers (either internal or external) and then document these in SLAs; Negotiate and agree OLAs that underpin SLAs with the customers; Assist other relevant areas with the production and maintenance of a service portfolio, service catalogue and an application portfolio; Ensure that Underpinning Contracts (UCs) are aligned with other targets in the SLAs; Ensure that customer reports are generated appropriately and that any breaches are addressed accordingly to prevent recurrence; Ensure that service performance reviews are scheduled and completed regularly and any agreed action items are followed through; Ensure that all improvement initiatives are followed through and progress reports provided to customers; Review, at least annually, all agreements; Ensure involvement and appropriate assessment across all proposed changes and their possible impacts; this includes attendance at CAB meetings also, if appropriate; Identify all appropriate stakeholders to involve in negotiations and maintain relationships with all; Be involved in managing complaints including any required escalation/s and resolution/s; Measure, record, analyse and improve customer satisfaction. ITIL is a registered trademark of the Cabinet Office 14 Version 1.4

21 These next two roles, while not directly Service Level Management roles, typically play a part in the successful execution of the process Service Owner Role in Service Level Management Persons assigned to the role of Service Owner participate in the Service Level Management process by: Ensure that the ongoing service delivery and support meet agreed customer requirements; Ensure regular communication with customer/s for service-related matters; Participate in external service review meetings (with the business); Gather required data and reports for analysis to assist with service monitoring and performance; Participate in negotiating SLAs and OLAs relating to the service Business Relationship Manager Role in Service Level Management Persons assigned to the role of Business Relationship Manager participate in the Service Level Management process by: Ensure high customer satisfaction; Retain constructive relationships between the service provider and the customer at a strategic level; Confirm high-level customer requirements; Ensure the correct customer representatives participate in Service Level Agreement negotiations; Identify opportunities for improvement. ITIL is a registered trademark of the Cabinet Office 15 Version 1.4

22 3.4 Availability Management Roles This section describes a number of roles that need to be performed in support of the Availability Management process Availability Management Process Owner The Availability Management Process Owner s responsibilities typically include: Perform the Process Owner role for the Availability Management process; Liaise with managers of all areas to ensure agreement of the Availability Management process as the single point of coordination for all availability related issues; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Availability Management, Service Level Management, Capacity Management, IT Service Continuity Management and Information Security Management Availability Management Process Manager The Availability Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Availability Management process; Coordinate interfaces between Availability Management and other processes, especially Service Level Management, Capacity Management, IT Service Continuity Management and Information Security Management; Ensure that all services provide the agreed levels of availability to the business; Oversee the design of new services to ensure they are able to deliver the detailed levels of availability to the business, including validation of the final design; Assist with the diagnosis of any incidents or problems relating to availability issues or unavailability; Assist with the design of the IT infrastructure, hardware and software requirements; Identify the requirements for new or enhanced systems relating to Event Management for monitoring the availability of IT components; Identify all reliability, maintainability and serviceability requirements for components sourced by internal and/or external suppliers; Responsible for monitoring actual availability achieved against targets stipulated in SLAs; Ensure adequate availability reporting is received by all areas of the business on an ongoing basis; Proactively improve and optimise all areas of availability that deliver substantial benefits to the business; Hold complete ownership of the Availability Management Information System, a forward looking availability plan and an availability testing schedule; Keep abreast with all process components including reviews, audits and improvements; ITIL is a registered trademark of the Cabinet Office 16 Version 1.4

23 Produce availability and recovery design criteria for new or improved infrastructure design; Perform all availability and test plans after every major business change; Assist Information Security Management and IT Service Continuity Management with the assessment and management of risk; Assist Change Management with the impact of change against all aspects of availability, the availability plan and attend any CAB meetings as required. ITIL is a registered trademark of the Cabinet Office 17 Version 1.4

24 3.5 Capacity Management Roles This section describes a number of roles that need to be performed in support of the Capacity Management process. These roles are not job titles, and each organisation will have to define appropriate job titles and job descriptions depending on its needs Capacity Management Process Owner The Capacity Management Process Owner s responsibilities typically include: Perform the Process Owner role for the Capacity Management process; Liaise with managers of all areas to ensure agreement of the Capacity Management process as the single point of coordination for all capacity and performance related issues; Work with Process Owners to ensure there is an integrated approach to the design and implementation of Capacity Management, Availability Management, IT Service Continuity Management and Information Security Management Capacity Management Process Manager The Capacity Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Capacity Management process; Coordinate all interfaces between Capacity Management and other processes, especially Service Level Management, Availability Management, IT Service Continuity Management and Information Security Management; Ensure that adequate capacity exists to match required service levels for the current and future needs of the business and to ensure that existing capacity is optimised; Identify the capacity requirements for the business along with the Service Level Manager; Understand capacity thresholds relating to services and the infrastructure; Forecast requirements for future capacity based on trends, sizing, plans, etc; Responsible for complete ownership of the capacity plan in line with the business planning cycle; Ensure monitoring of resources and system performance is always arranged, and from there, analysis of usage and performance data; Raise incidents and problems when breaches of capacity or performance thresholds are detected, and assist with the investigation and diagnosis of capacity-related incidents and problems; Any tuning activities to optimise and improve capacity or performance; Assist Change Management with the impact of change against all aspects of capacity and performance, the capacity plan and attend any CAB meetings as required; Assess, test and size all new services, systems and technology in terms of performance versus cost; Produce regular reports covering usage, resources, trends, targets and forecasts; ITIL is a registered trademark of the Cabinet Office 18 Version 1.4

25 Provide recommendations on the tuning of services and on the design and use of systems to improve performance. ITIL is a registered trademark of the Cabinet Office 19 Version 1.4

26 3.6 IT Service Continuity Management Roles This section describes a number of roles that need to be performed in support of the IT Service Continuity Management process IT Service Continuity Management Process Owner The IT Service Continuity Management Process Owner s responsibilities typically include: Perform the Process Owner role for the IT Service Continuity Management process; Liaise with the business to ensure adequate facilitation between Business Continuity Management and IT Service Continuity Management; Liaise with managers of all areas to ensure acceptance of the IT Service Continuity Management process; Liaise with other Process Owners to ensure there is an integrated approach to the design and implementation of IT Service Continuity Management, Information Security Management, Availability Management and Business Continuity Management IT Service Continuity Management Process Manager The IT Service Continuity Management Process Manager s responsibilities typically include: Perform the process manager role for the IT Service Continuity Management process; Coordinate interfaces between IT Service Continuity Management and other processes, especially Service Level Management, Information Security Management, Availability Management, Capacity Management and Business Continuity Management; Perform Business Impact Analysis for all existing and new services; Implement and maintain IT Service Continuity Management process in accordance with the overall business requirements; Ensure that all plans, risks and activities support the Business Continuity Management plans, risks and activities; Perform risk assessment and risk management; Responsible for the ownership of the continuity strategy for the organisation; Assess prospective issues and invokes the IT continuity plan if required; Manage all aspects of the continuity plan once executed, included fail over to a secondary location and restoration to the primary location; Perform investigations of continuity tests, invocations and initiates corrective actions as required; Develop and manage the continuity plans to ensure that the recovery objectives can always be achieved; Ensure that the business and all IT personnel are educated to respond appropriately to the invocation of the plans, including ongoing communication and awareness; Uphold and complete IT testing schedule/s in line with business requirements; ITIL is a registered trademark of the Cabinet Office 20 Version 1.4

27 Complete quality reviews of all procedures to ensure they are integrated into the testing schedule/s; Engage in regular reviews of the continuity plans to ensure business requirements are adequately reflected; Negotiate and manage external contracts for any recovery services; Assess the impacts of change in relation to IT service continuity and continuity plans, including the attendance at CAB meetings when appropriate. ITIL is a registered trademark of the Cabinet Office 21 Version 1.4

28 3.7 Information Security Management Roles This section describes a number of roles that need to be performed in support of the Information Security Management process Information Security Management Process Owner The Information Security Management Process Owner s responsibilities typically include: Perform the Process Owner role for the Information Security Management process; Liaise with the business to ensure adequate coordination and communication between organisational (business) security management and Information Security Management; Liaise with all managers to ensure acceptance of the Information Security Management process; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Information Security Management, Availability Management, IT Service Continuity Management and organisational security management Information Security Management Process Manager The Information Security Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Information Security Management process; Coordinate interfaces between Information Security Management and other processes, especially Service Level Management, Availability Management, IT Service Continuity Management and organisational security management; Develop and maintain the security policy including the appropriate authorisation from IT and the business; Ongoing communication, awareness and enforcements of the security policy to all appropriate areas; Identify and classify IT assets and Configuration Items (CIs) regarding the amount of control and protection necessary; Assist with Business Impact Analysis (BIA); Perform security risk assessment and risk management in parallel with Availability Management and IT Service Continuity Management; Design security controls and plans, including the procedures for maintaining them; Overall management and analysis of security breaches and incidents, including remedial action and appropriate reviews to prevent recurrence; Regular reviews and audits over all security controls and procedures; Assess the impacts of change in relation to all security aspects, including the policy and controls, and attendance at Change Advisory Board (CAB) meetings when appropriate; Complete adequate security tests as required; Ensure that the confidentiality, integrity and availability of the services are maintained and conform to any statutory requirements. ITIL is a registered trademark of the Cabinet Office 22 Version 1.4

29 3.8 Supplier Management Roles This section describes a number of roles that need to be performed in support of the Supplier Management process Supplier Management Process Owner The Supplier Management process owner s responsibilities typically include: Perform the Process Owner role for the Supplier Management process; Liaise with the business to ensure adequate coordination and communication between corporate Vendor Management and/or procurement and Supplier Management; Liaise with Process Owners to ensure there is an integrated approach to the design and implementation of Supplier Management, Service Level Management and corporate Vendor Management and/or procurement processes Supplier Management Process Manager The Supplier Management Process Manager s responsibilities typically include: Perform the Process Manager role for the Supplier Management process; Coordinate interfaces between Supplier Management and other processes, especially Service Level Management and corporate Vendor Management and/or procurement processes; Assist in the development and review of agreements, contracts and any other documents concerning third party suppliers; Ensure value for money is always obtained concerning any suppliers and contracts; Ensure all processes relating to Supplier Management are consistent, including strategies, terms and conditions; Ownership of the supplier and contract management information system; Ongoing management of risk assessments for all suppliers and contracts; Ensure all agreements, underpinning contracts or any other documents are aligned with the business and reviewed at least annually; Ensure all interfaces and dependencies are scoped appropriately; Ensure all roles, responsibilities and relationships concerning Supplier Management are documented appropriately and maintained; Follow the Change Management process for any changes required to any agreements or contracts; Maintain a process for dealing with disputes relating to contracts and ensure all disputes are dealt with appropriately; Maintain a process for dealing with the expected end, early end or transfer of a service; Produce regular reports and conduct analysis for supplier performance against set targets, including the identification of any improvement actions; Assess the impacts of change in relation to suppliers, supporting services and contracts and attend Change Advisory Board (CAB) meetings when appropriate; ITIL is a registered trademark of the Cabinet Office 23 Version 1.4

30 Be the focal point for any supplier issues and ensure that each supplier/contract has a nominated owner within the service provider organisation. ITIL is a registered trademark of the Cabinet Office 24 Version 1.4

31 3.9 Other Service Design Roles This section describes a number of roles that may exist in an organisation to support the service design stage of the service lifecycle. Some of these roles may also include responsibilities that associate with other service lifecycle stages. Responsibilities described may also be reorganised into other roles based on the organisation s needs and objectives IT Planner An IT planner is responsible for the production and coordination of IT plans. The main objectives of the role are as follows: Develop IT plans that align with business requirements; Facilitate, review and evaluate the implementation progress of all IT strategies and plans; Produce and maintain the overall set of IT standards, policies, plans and strategies, covering all aspects of IT required to support an organisation s business strategy; Assume responsibility for all aspects of IT standards, policy and strategy implementation; Assume responsibility for the management, planning and coordination of IT systems and services; Recommend policies for the effective use of IT throughout the business; Review IT costs against budgets; Obtain and review proposals from suppliers; Recognise internal and external influences and future requirements; Support research, development and long term planning relating to IT architectures, products and services; Examine overall performance with other areas and instigate any required improvements; Responsible to provide assistance with prioritisation and scheduling of new or changed services; Liaise with senior management for IT plans and decisions; Identify appropriate systems and services that meet business requirements; Develop initial plans for the implementation of IT new services, applications and infrastructure support including constrains, costs and benefits; Monitor existing plans relating to business requirements and IT strategy to identify improvement opportunities; Produce feasibility studies, business and IT models, business cases, Statement of Requirements (SOR) and Invitations to Tender (ITT); Coordinate programmes of planned IT project implementations and changes; Perform post implementation reviews for projects and changes; Liaise with all other IT teams and processes to plan for immediate and future requirements; Provide advice on recognised standards, regulations, protocols and tariffs; Ensure all documentation (plans, processes, roles and responsibilities) is frequently reviewed and audited; ITIL is a registered trademark of the Cabinet Office 25 Version 1.4

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