In this modern world, IT Service Management (ITSM) is necessary and plays a vital role because it aims toward standardization and efficiency. It has become a key priority for nearly all organizations. ITSM Roles have a wider scope nowadays.
What is ITSM?
In simple words, ITSM refers to how IT teams manage the end-to-end delivery of IT services to customers, which includes processes and activities to design, create, deliver, and support IT services.
ITSM Roles are often misconstrued as basic IT support. Rather it goes way beyond and covers all kinds of workplace technology, for example, any piece of technology you use, from laptops to the apps installed in them, the printers, servers, and business-critical software applications.
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What Are the Top IT Service Management Roles and Responsibilities?
For a better understanding of ITSM roles and responsibilities, it is categorized as:
| Superior Roles | - IT Manager
- ITSM Management
|
| Roles of Service Strategy | - Business Relationship Manager
- Demand Manager
- Financial Manager
- IT Steering Committee
- Service Portfolio Manager
- Service Strategy Manager
|
| Roles of Service Design | - Availability Manager
- Capacity Manager
- Compliance Manager
- Control Responsible
- Information Security Manager
- IT Service Continuity Manager
- Risk Manager
- Service Catalog Manager
- Service Design Manager
- Service Level Manager
- Service Owner
- Solution Architect
- Supplier Manager
|
| Roles of Service Transition | - Change Advisory Board
- Change Manager
- Change Owner
- Configuration Manager
- Knowledge Manager
- Project Manager
- Project Owner
- Release Manager
- Service Transition Manager
- Solution Developer
- Technical Architect
- Test Manager
|
| Roles of Service Operation | - 1st Level Support
- 2nd Level Support
- 3rd Level Support
- Access Manager
- Application Manager
- Incident Manager
- IT Facilities Manager
- IT Operations Manager
- IT Operator
- Major Incident Team
- Problem Manager
|
| Roles of Continual Service Improvement | - Continual Service Improvement Manager
- Process Manager
- Process Owner
|
| External Roles (outside the IT Service Provider's organization) | - IT Service Consumer
- Prospect
- Supplier
- User
|
Let's elaborate ITSM roles and responsibilities.
Superior Roles
1. IT Manager
- Manage information technology and computer systems.
- Manage IT, staff, by recruiting, training, etc.
- Design, develop, and implement coordinated systems, policies and procedures.
2. ITSM Management
ITSM management means the group of leading persons inside IT who are in charge of the disciplines of IT service management. It has more significance in ITSM Roles.
3. Roles of Service Strategy
In service strategy, there is a good relationship with the consumers, their needs are identified, and they work with service level managers.
4. Business Relationship Manager
Business Relationship Managers perform the ITSM roles by maintaining customer relations. They identify customer requirements. ITIL Foundation Training Online helps in building a career.
5. Demand Manager
They are responsible for:
- Identification and understanding
- Prognosis
- Technically and economically influence.
6. Financial Manager
The Financial Manager is responsible as regards:
- Budgeting
- Accounting and cost control
- Charging of deliverables provided to the customer.
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7. IT Steering Committee
IT Steering Committee is responsible for:
- IT service strategy
- Priorities of IT service development
8. Service Portfolio Manager
The creation and upkeep of the service portfolio are the responsibility of the service portfolio manager. They ensure that the service portfolio supports the achievement of business goals by IT Service Consumers.
9. Service Strategy Manager
The Service Strategy Manager supports in definition, maintenance, and further development of the IT Service strategy.
Roles of Service Design
1. Availability Manager
The Availability Manager is responsible for defining, analyzing, and planning IT services.
2. Capacity Manager
The Capacity Manager is responsible for ensuring IT Services, and IT Infrastructure can deliver the agreed service.
3. Compliance Manager
The Compliance Manager's responsibility covers:
- Proper and consistent accounting
- Obeying procurement guidelines
- Obeying environmental regulations and law
- Obeying other statutory provisions
- Obeying other company-specific regulations
4. Control Responsible
The Control Responsible accounts for the proper execution and reporting of the results of the security controls within their responsibility.
5. Information Security Manager
The duty of the information security manager is to:
- Ensure the confidentiality.
- Integrity
- Availability of IT services
- IT infrastructure
- IT assets
6. IT Service Continuity Manager
The IT service continuity manager is responsible for making arrangements for risks that impact IT services and plans to recover IT services in case of disaster.
7. Risk Manager
The risk manager is responsible for controlling the risks, including assessing the business's IT assets, defining the risk monitoring procedures, etc.
8. Service Catalog Manager
The Service Catalog Manager is responsible for developing and maintaining the service catalog.
9. Service Design Manager
The Service Design Manager is responsible for ensuring new existing services are designed and following the IT service strategy.
10. Service Level Manager
The Service Level Manager is responsible for setting up executable service level arrangements.
11. Service Owner
The service owner is responsible for maintaining the service strategy and portfolio.
12. Solution Architect
The solution architect is responsible for specifications of technologies, architectures, customization, etc.
13. Supplier Manager
The IT service management job responsibilities fulfilled by supplier management include evaluating external suppliers, ensuring fulfillment of contracts by external suppliers, etc.
Roles of Service Transition
1. Change Advisory Board
The Change Advisory Board is a team that does the ITSM Roles by evaluating, prioritizing, scheduling, and releasing changes.
2. Change Manager
The change manager is responsible for controlling and authorizing all the changes in the IT services.
3. Change Owner
The change owner has the authority to request any change if required.
4. Configuration Manager
The configuration manager provides the information utilized by IT Service Management about the IT services and IT infrastructure.
5. Knowledge Manager
The knowledge manager’s responsibility is to ensure that the IT organization can.
- Collect,
- Analyze,
- Classify,
- Store, and
- Provide knowledge and information.
6. Project Manager
The Project Manager has the responsibility for planning and coordinating all resources.
7. Project Owner
The project owner is responsible for recording the achievement of the project targets.
8. Release Manager
The main ITSM role of the release manager is to ensure the integrity of the live environment protection.
9. Service Transition Manager
The Service Transition Manager coordinates
- Change movement,
- Transition planning and support, and
- Know how to manage so that service strategy and design can be achieved.
10. Solution Developer
The solution developer is responsible for giving IT applications and systems, i.e., customization of standard software products.
11. Technical Architect
The technical architect is responsible for making the design of IT infrastructure components.
12. Test Manager
The Test Manager ensures the following:
- Functionality
- Integration
- Interoperability
- Usability
- Documentation
- Operation
Roles of Service Operation
1. 1st Level Support
The 1st Level Support registers and classifies incoming notifications. They transfer it to 2nd level support and also process requests of users.
2. 2nd Level Support
The 2nd Level Support passed on the incident to Problem Management for further processing.
3. 3rd Level Support
3rd Level Support focuses on the goal of restoring a failed IT service as quickly as possible.
4. Access Manager
The access manager is responsible for approving the permission to use IT services, data, etc.
5. Application Manager
The application manager is responsible for the operations of the user support resources in 2nd level support and further development.
6. Incident Manager
If the IT system fails in case of any incidents, then the incident manager is primarily responsible for restoring the IT system.
7. IT Facilities Manager
The IT facilities manager is responsible for physical infrastructure like-
- Computer rooms
- Power supply
- Cooling
- Access control etc.
8. IT Operations Manager
The IT operations manager is responsible for overall IT operations and ensuring that the operational tasks are done properly and on time.
9. IT Operator
IT operator performs the tasks of manual event monitoring, backups, installation of standard equipment, etc.
10. Major Incident Team
The major incident team consists of IT executives and technical experts to resolve any major incidents.
11. Problem Manager
The problem manager avoids the occurrence of any incidents, providing information about any errors, etc.
12. Roles of Continual Service Improvement
Continual service improvement is a technique for locating and putting into action opportunities to enhance IT operations and services and monitoring the results of these actions over time.
13. Continual Service Improvement Manager
The Continual Service Improvement Manager's responsibility is to manage improvements to the IT services and the service management processes.
14. Process Manager
The Process Manager's responsibility is to plan and coordinate all operational process-related work.
15. Process Owner
The process owner is responsible for friction-free and goal-oriented operations.
External Roles – Outside the IT Service Provider’s Organization
1. IT Service Consumer
They consume the services of the IT Service Provider.
2. Prospect
This includes possible future IT service consumers.
3. Supplier
The scope of supply is defined by the external suppliers of infrastructure and operating supplies.
4. User
The user of an IT system within the business organization, external or internal.
How Do These ITSM Roles Work Together?
ITSM Roles work together by-
- Front facing role in which there is direct interaction with people.
- Back-end role in which people directly deal with technology.
- Some are a hybrid of the above two roles based on the specialist nature.
Some roles are directly related to services.
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Download a Printable ITSM Roles and Responsibilities PDF
The foundational elements for the organization's overall management are the roles and responsibilities of ITSM. Here you can obtain the whole handbook on ITSM roles and responsibilities.
Conclusion
ITSM Roles play a significant role by enabling organizations to address IT issues promptly, but it is just not solving them. Rather it includes design, creation, delivery, support etc.
Because of ITSM Roles, IT organizations have changed from providers of technology to providers of value-creating services.
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