There are many roles with different responsibilities within an IT Service Provider’s team that will ensure that day-to-day business runs smoothly. However, these roles and responsibilities are not always well-defined. To understand each role one must first understand that each role is fundamentally defined as a set of responsibilities, activities and authorities granted to a person or team.
One person or team may have multiple roles, for example, the roles of configuration manager and change manager may be carried out by the same person. However, each role has a specific set of responsibilities that must not overlap with that of another role. When roles and responsibilities overlap it leads to uncertainty as to who should perform certain tasks or functions, ultimately leading to double work, or some tasks simply not being performed. The exact way in which roles and responsibilities are defined depends on the organizational structure of the IT service management provider.
Roles and Responsibilities in a Service Lifecycle
There are a number of roles that are performed during the service lifecycle. There are general roles and specific roles. The most important general roles are the:
- Process owner: this role is responsible for the process in an IT organization
- Services owner: this role is responsible for a particular service in an IT organization
Specific roles and responsibilities in IT Service Management
There are other roles with more specific responsibilities that are needed for IT service management:
- The service catalogue manager who manages the service catalogue which includes all the details of the services provided and managed by the IT service provider
- The service level manager who manages service level agreements between the service provider and the customer
- The availability manager who is responsible for ensuring that the services are operated within the agreed timelines. This role is also responsible for preparing availability plans and managing them in order to satisfy the planned timelines agreed upon by the IT organization
- The service continuity manager is the role that is responsible for the sustainability of services offered by the service provider
- The capacity manager is responsible for ensuring that the IT services organization has sufficient capacity to fulfil all pre-determined service demands.
- The security manager is responsible for ensuring the security of the provided IT services. The security manager must make sure that all intellectual property and proprietary information are protected. This role is responsible for taking all necessary preventions to ensure the security of the services provided by an organization.
- The supplier manager’s role is to acquire any additional services needed to provide services to their clients. It is the supplier manager role that is responsible for setting up agreements with third party service providers and to ensure that the external party delivers on the requirements according to the agreement.
If everyone in the IT services organization understands their individual roles and responsibilities during a service lifecycle, even if individuals have several roles, processes will run smoothly. The next article will discuss the specific responsibilities of the process owner and all the tasks that a process owner must perform to achieve success in this role.
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