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Tuesday, December 20, 2011


A role describes what an individual actually does. Every organization will define those Roles that it requires in order to perform the necessary tasks and will allocate individuals to perform those roles. The relationship between Roles and persons is a many-to-many one (i.e. an individual may perform more than one role and a role may be performed by more than one person). Roles may or may not be related to job titles.

A set of responsibilities, activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple roles

As stated above, there should be one role that is accountable for any specific task or process. ITIL advocates that two generic roles should be defined:

Process Owner

The person who is accountable for ensuring that all activities within a Process are undertaken with responsibility for:
• defining the process strategy
• assisting with the design of the process
• ensuring that process documentation is available and current, and that all staff are trained correctly
• defining policies and standards to be followed
• defining KPIs and auditing to ensure that the Process is being followed correctly and is effective and efficient
• Reviewing proposed enhancements and providing input to the Service Improvement Plan.

Service Owner

The person who is accountable to the customer for a particular service with responsibility for:
• acting as the prime customer contact for all service-related enquiries and issues, and as an escalation point for major incidents
• representing the Service in CAB and customer meetings
• participating in negotiating SLAs and OLAs, and ensuring the Service is correctly defined in the Service Catalogue
• ensuring that the service is delivered as agreed (i.e. service levels are met)
• identifying opportunities for improving the service provided
• Ensuring that effective service monitoring is implemented.

Previous: Service Functions & Processes

Next: Authority Matrix

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