Join Mark Thomas for an in-depth discussion in this video Key IT service management roles, part of Cert Prep: ITIL Foundations.
- The service management and the ITIL framework, they are extremely heavily role based. And what we are talking about on a role, a role is basically the set of responsibilities, the activities, authorities that have been assigned to that role. Could be a person, could be a group, that is assigned that certain role. We will talk about some other roles around some of our functions a little bit later on. Some of the key roles we have here as a part of the model, basically three types you'll see. We have first, what is called a Type I and that is what we consider an Internal Service Provider.
Internal, you could have more than one of these in an organization, basically, same organization Internal Provider, we provide all your services to you internally, OK. The next one we might have is called a Type II, which is Shared Servics, which is becoming pretty popular. So, in a Shared Service type of situation, you have an Internal Service Provider that provides Shared Services across multiple business units. So, for example, I have a Single Share Service Provider, and we have multiple business units, and they could have their own Internal Service Providers, but we're providing a Shared Service across that entire spectrum for all them and that is what we call a Shared Service.
Then the third type is what we call an External Service Provider. So, on a External Service Provider, a external customers. This could be like an outsource type of situation, outside of the business that we're in. So, those are the three types, I, II, III, Internal, Shared, and External Service Provider. Two general types of customers, Internal and an External Customer. So, in a situation that I was in as a CIO of a Managed Service Provider, we were a Shared Services Unit, we also were an Internal Service Provider, we also used External Service Providers for certain portions of our infrastructure.
Now, I had Internal Customers, these Internal Customers that I had, worked for the same organization. These were the people that sat on the same floor, the same building, part of the same organzation we had, those were my Internal Customers. I also had External Customers, these were the paying customers that were outside of the organization. Generally if you look at it from an external perspective, this is where you have contracts and legal obligations around supporting those services for the customers. So, those are the two types, or the two roles that we have here.
A couple of other roles we have, which shouldn't be too much of surprise here, a User. A User is that role, that person who is actually on a day to day basis, consuming or using those services. I think of it, as they are hitting the keyboard, right? They're using those services. And we have Suppliers, remember we talked about Suppliers a little bit earlier. We have a lot more where we talk Suppliers later on, but a Supplier, I need that Supplier in order for me to provide services to my customer. So, that Supplier, I will have a contract with them and that might be under pinning some of the service requirements or service level agreements that I have with my customers, OK.
We also have multiple Stakeholders as part of the general ITSM Roles. Basically a Stakeholder has an interest in the outcome, the resources, targets or activities of a business service or activity that we have. Some Stakeholders we might have, Suppliers could be Stakeholders, Owners, Shareholders, Employees, Managers, Partners, are own functions, the service desk for example, could also be a Stakeholder within the model. So, those are some key roles at a very high level.
We'll talk more specific roles and each one of the processes that we have, specifically around Process Owner, Process Manager and so on, these are generally applied across the board. Key roles Service Provider I, II, and III. Then we have Internal and External Customers, Users and we have Suppliers and multiple Stakeholders.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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