Roles and Responsibilities

Examples

Introduction

Standards and Frameworks:– ISO/IEC 20000– COBIT 5– ITIL®– MOF 4

Functional Divisions Examples

ISO/IEC 20000

Top Management Management Representative Business Relationship Manager Supplier Manager Incident Manager Auditor

COBIT 5 (Governance Roles)

Governance Board Chief Executive Officer Chief Financial Officer Chief Operating Officer Business Executives Business Process Owners Strategy Executive

Committee Steering Committee Project Management Office

Value Management Office Chief Risk Officer Chief Information Security

Officer Architecture Board Enterprise Risk Committee Head Human Resources Compliance Audit

COBIT 5 (Management Roles)

Information Security Manager

Business Continuity Manager

Privacy Officer

Management Chief Information Officer Head Architect Head Development Head IT Operations Head IT Administration Service Manager

ITIL

Generic Roles Service Owner Process Owner Process Manager Process Practitioner

Specific Roles (Strategy) Business Strategy

Manager IT Steering Group IT Director Business Relationship

Manager

ITIL (cont.)

Specific Roles (Design) IT Planner Architect (IT designer)

Specific Roles (Transition) Service Transition

Manager Change Initiator Change Authority Configuration Analyst Configuration Librarian Build and Test

Environment Manager

ITIL (cont.)

Specific Roles (Operations) First-line Analyst Second-line Analyst Third-line Analyst Problem Analyst Request Fulfillment

Analyst

Functional Roles Applicable

Specific Roles (CSI) Reporting Analyst

MOF 4

Support Accountability Customer Service

Representative Incident Resolver Incident Coordinator Problem Analyst Problem Manager Customer Service

Manager

Operations Accountability Operator Administrator Technology Area

Manager Monitoring Manager Scheduling Manager Operations Manager

MOF 4 (cont.)

Service Accountability Supplier Manager Portfolio Manager Account Manager Service Level Manager

Compliance Accountability IT Executive Officer IT Manager Risk and Compliance Assurance and Reporting Internal Control Manager Legal IT Policy Manager

MOF 4 (cont.)

Architecture Accountability Architecture Manager Reliability Manager Architect

Solutions Accountability Solution Manager Program Manager Developer Tester Product Manager User Experience Release Management Operations Experience Test Manager

MOF 4 (cont.)

Management Accountability IT Executive Officer IT Manager IT Policy Manager IT Risk and Compliance

Manager Assurance and

Reporting Change Manager Configuration

Administrator

Functional Division of Roles

Executive Management

IT Management

Service Desk

IT Operations Management

IT Operations Control

Facilities Management

Technical Management

Application Management

Examples of Roles

Slide Format

Function Label Other Names Related Processes Responsibilities

Top Management (ISO/IEC 20000) Governance Roles (COBIT 5) IT Steering Committee (COBIT 5 and ITIL)

Executive Management

Top Management Responsibilities

Must show evidence of:– Commitment to IT service management– Establishing scope, policy and objectives for

service management– Creation, implementation, and maintenance of a

service management plan– Communicating importance and roles of fulfilling

requirements– Provisioning resources– Conducting management reviews– Assessing and managing risks

Governance Responsibilities

Must show evidence of compliance by service personnel , suppliers, and end-users to:

– Standards– Regulations– Policies– Processes– Architectures– Technologies

Management Representative (ISO/IEC 20000)

Business Relationship Manager (ISO/IEC 20000)

Supplier Manager (ISO/IEC 20000)

Management Roles (COBIT 5)

Generic Roles (ITIL) Strategy Roles (ITIL)

Design Roles (ITIL) CSI Roles (ITIL) Service Accountability

(MOF4) Compliance

Accountability (MOF4) Architecture

Accountability (MOF 5) Management

Accountability (MOF4)

IT Management

Process Practitioner

Responsibilities include:– Performing one or more activities within a

process.– Understanding how their role contributes to the

deliver of a service and the value to the business and/or customer.

– Working with stakeholders to ensure contributions are effective

– Ensuring the inputs, outputs and interfaces for their activities are correct

– Creating or updating records to show activities

Management Representative

Other Names– Chief Information Officer– IT Executive Officer– IT Director

Responsibilities include:– Ensure requirements are identified, documented, and fulfilled– Assigning authorities and responsibilities for service and

process lifecycle requirements– Ensuring processes are integrated with service management

system– Ensuring assets are managed according to requirements– Reporting performance and compliance to top management

Service Owner

Responsibilities include:• Ensures services meet customer requirements• Establishes communication structures to address service issues

and questions• Supports the creation of service models and assists in

assessing impact of service changes• Identifies opportunities for improvement in services• Work with process owners during service lifecycle• Ensures proper controls, measurements and reporting is in

place for service• Participate in incident, problem, and change management

processes for service.

Process Owner

Responsibilities include:– Sponsoring the process and tis performance metrics– Defining strategy for the process– Assisting with process design– Defining and documenting policies and standards.– Performing process audits – Providing resources to support process activities– Ensuring process practitioners have appropriate

level of competence– Identifying opportunities for improvement

Process Manager

Other names:– IT Manager

Responsibilities include:– Plan and coordinate all process activities– Ensure process activities are performed as required– Assign people to process roles– Monitoring and reporting on process performance– Identifying opportunities for improvement– Manages risk and IT value

Architect

Responsibilities include:– Propose solutions based on decisions and

standards– Design future state of service environment– Create a holistic solution for services including:

Service solutions for new or changed services Management information systems and tools Technology architectures Service management processes Measurement methods and metrics

Business Relationship Manager

Other names– Account Manager

Process – Business Relationship Management Responsibilities include:

– Managing the customer relationship and customer satisfaction

– Identifies customer requirements on services– Works with Service Level Manager to ensure

services are delivering on requirements– Is primary business contact for customer

Supplier Manager

Process – Supplier Management Responsibilities include:

– Managing the relationship, contract, and performance of a supplier

– Monitors and reviews supplier performance with supplier

– Understands and supports the relationships between suppliers

Service Level Manager

Process – Service Level Management Responsibilities include:

– Accountable for managing the alignment between the business and IT.

– Develops and obtain agreement from SLAs, OLAs, and UCs (with supplier manager)

– Maintains a service catalog– Represents the interests of service provider in

accordance to customer requirements– Works with Business Relationship Manager and

Supplier Manager

Assurance and Reporting

Other names– Reporting Analyst– Auditor

Process – Service Reporting Responsibilities include:

– Validates the effective of IT solutions, processes, and controls

– Reports on performance and compliance of the service environment

– Recommends improvements

Operations Roles (ITIL) Support Accountability (MOF4)

Service Desk

IT Operations Management

Transition Roles (ITIL) Operations Accountability (MOF4) Solutions Accountability (MOF4)

First-Line Analyst

Other Names– Customer Service Representative– Incident Resolver– Incident Coordinator– Request Fulfillment Analyst

Process - Incident and Service Request Management Responsibilities include:

– Handles first contact with end-user– Records calls (incident or service request)– Diagnoses, investigates, and resolves incidents– Fulfill service requests

Incident Manager

Process – Incident and Service Request Management

Responsibilities include:– Ensures “major incidents” are managed

appropriately and all interested parties are involved in decision-making related to resolving the incident or minimizing the impact of the incident.

Second Line Analyst

Other Names– Incident Resolver– Problem Analyst– Operator– Administrator

Process – Problem Management

Requirements include:– Resolving escalated incidents and service requests– Diagnosing, investigating, and resolving problems– Performing operational maintenance duties

Moving Forward

The example roles were made available to provide a means of starting the development of roles within the organization. Use these examples appropriately as they apply to the processes and technologies adopted by your organization.