From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service management roles

Service management roles - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service management roles

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- Idle mentions four key roles in service management: the process owner, process manager, process practitioner, and service owner. In your foundation course, you learned that Idle wants services and processes to be owned. Said another way, if you can't figure out who is accountable for each process in your organization, that's a problem. There should be someone clearly identifiable who is making the health of their own processor service visible to the rest of the organization. Someone who can say quantitatively, with numbers, and qualitatively, with feelings, what the state of the state is for the processor service and how we're doing with that processor service. So for your organization, for your team, do you know who owns each of your services? Who the person is where the buck stops here for them with accountability? Do you know who owns processes in the same manner? Who can say, for example, if they own change management, we've had 856 changes this month. 15 more backed out. Here…

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