Roles and Responsibilities Examples Introduction l Standards and

Roles and Responsibilities Examples

Introduction l Standards and Frameworks: – – l l ISO/IEC 20000 COBIT 5 ITIL® MOF 4 Functional Divisions Examples

ISO/IEC 20000 l l l Top Management Representative Business Relationship Manager Supplier Manager Incident Manager Auditor

COBIT 5 (Governance Roles) Governance l l l l l Board Chief Executive Officer Chief Financial Officer Chief Operating Officer Business Executives Business Process Owners Strategy Executive Committee Steering Committee Project Management Office l l l l Value Management Office Chief Risk Officer Chief Information Security Officer Architecture Board Enterprise Risk Committee Head Human Resources Compliance Audit

COBIT 5 (Management Roles) Management l l l Chief Information Officer Head Architect Head Development Head IT Operations Head IT Administration Service Manager l l l Information Security Manager Business Continuity Manager Privacy Officer

ITIL Generic Roles l l Service Owner Process Manager Process Practitioner Specific Roles (Strategy) l l Business Strategy Manager IT Steering Group IT Director Business Relationship Manager

ITIL (cont. ) Specific Roles (Design) l l IT Planner Architect (IT designer) Specific Roles (Transition) l l l Service Transition Manager Change Initiator Change Authority Configuration Analyst Configuration Librarian Build and Test Environment Manager

ITIL (cont. ) Specific Roles (Operations) l l l First-line Analyst Second-line Analyst Third-line Analyst Problem Analyst Request Fulfillment Analyst Functional Roles Applicable Specific Roles (CSI) l Reporting Analyst

MOF 4 Support Accountability l l l Customer Service Representative Incident Resolver Incident Coordinator Problem Analyst Problem Manager Customer Service Manager Operations Accountability l l l Operator Administrator Technology Area Manager Monitoring Manager Scheduling Manager Operations Manager

MOF 4 (cont. ) Service Accountability l l Supplier Manager Portfolio Manager Account Manager Service Level Manager Compliance Accountability l l l l IT Executive Officer IT Manager Risk and Compliance Assurance and Reporting Internal Control Manager Legal IT Policy Manager

MOF 4 (cont. ) Architecture Accountability l l l Architecture Manager Reliability Manager Architect Solutions Accountability l l l l l Solution Manager Program Manager Developer Tester Product Manager User Experience Release Management Operations Experience Test Manager

MOF 4 (cont. ) Management Accountability l l l l 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 Operations Management Service Desk Technical Management IT Operations Control Facilities Management Application Management

Examples of Roles

Slide Format l l l Function Label Other Names Related Processes Responsibilities

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

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

IT Management l l l 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) l l l Design Roles (ITIL) CSI Roles (ITIL) Service Accountability (MOF 4) Compliance Accountability (MOF 4) Architecture Accountability (MOF 5) Management Accountability (MOF 4)

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 l Other Names – – – l 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: l l l Service solutions for new or changed services Management information systems and tools Technology architectures Service management processes Measurement methods and metrics

Business Relationship Manager l Other names – l l 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 l l 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 l l 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 l Other names – – l l 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

Service Desk IT Operations Management l l Operations Roles (ITIL) Support Accountability (MOF 4) l l l Transition Roles (ITIL) Operations Accountability (MOF 4) Solutions Accountability (MOF 4)

First-Line Analyst l Other Names – – l l 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 l l 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 l 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.