From the course: Putting ITIL® into Practice: DevOps for ITIL® Practitioners

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Roles

Roles - ITIL Tutorial

From the course: Putting ITIL® into Practice: DevOps for ITIL® Practitioners

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Roles

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- [Instructor] ITIL cites the accountabilities and responsibilities of three process-related roles, process owner, manager, and practitioner, and the service owner role. I don't want services and processes to be owned to ensure somebody clearly identifiable is making the health of their own processes or services visible to the rest of the organization, someone who could say quantitatively with numbers and qualitatively with feelings what the state of the state is for that process or service, and how we're doing with that process or service. This ownership does not replace shared ownership for process and service success across teams. It's just useful to have a concentration point to ensure information in the health of each thing worth managing is accessible and transparent. Owners own their processes and services full up. It's the buck stops here with them. Process owners may not in large organizations coordinate the process day to day. This is the responsibility of process managers…

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