Posted: Sat Feb 04, 2017 6:42 pm Post subject: Service Maneger ? Is that a Role ?
I have been reading about ITIL terminologies like process owner / Process manager and Service Owner. Should "Service Manager" be considered as a Role as well ? If yes, what are the responsibilities ?[/quote]
Posted: Sun Feb 05, 2017 6:21 pm Post subject: Thanks :)
Thanks . I did downloaded the glossary and it says , unlike concrete roles such as Process manager / Process owner / Service owner, Service manager is a generic term to identify a person with authority ! Seems like a an unclear entity to me
The ITIL Framework defines the role in generic terms.
It is merely meant to be a "suggestion". That is, ITIL says "Hey, you should have someone 'Own' a process, and here is basically what it means to own a process, then you should have someone 'Manage' the process, and you should have someone actually carry out the process."
So from ITIL you get:
Process Owner - Sets policy and vision What should the process do?
Process Manger - Pays attention to the process KPIs 'how' is the
process doing? Is it living up to the "Owners"
Process Practitioner - Actually carries out the process activities.
Now here's the hard part. The Vision is different for every organization. The KPIs may be different for every organization, and the activities may be different for every organization.
So all ITIL gives you is the "Framework", that is it attempts to identify the ROLES that you then have to define. You do this by defining a Service Policy, Develop the Service Process, then identify the Service Procedures.
It's not this cut and dry but I think of it like this:
Owner = Policy
Manager = Process
Practitioner = Procedure
But you have to define what each ROLE actually does.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum