ITIL Implementation - ITIL Roles - Revision history

Andrea at 13:19, 5 April 2022

2022-04-05T13:19:37Z

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Andrea at 16:57, 29 March 2019

2019-03-29T16:57:22Z

← Older revision		Revision as of 18:57, 29 March 2019
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	*Identification of the required ITIL roles, depending on the scope of ITIL processes to be introduced		*Identification of the required ITIL roles, depending on the scope of ITIL processes to be introduced
	*Assignment of owners to the roles		*Assignment of owners to the roles

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	[[image:Thumb-itil-roles-index.jpg\|thumb\|255px\|right\|alt=ITIL Roles\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-itil-roles-index.jpg\|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL Roles (.pdf)]]]		[[image:Thumb-itil-roles-index.jpg\|thumb\|255px\|right\|alt=ITIL Roles\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-itil-roles-index.jpg\|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL Roles (.pdf)]]]
	The identification of the required [[ITIL Roles\|ITIL roles]] (see ~~Fig~~. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles]) is derived directly from the [[ITIL Processes\|ITIL processes]] that are to be introduced. If for example [[Problem Management]] is in line for introduction, a [[ITIL Roles#Problem Manager\|Problem Manager]] must be appointed.		The identification of the required [[ITIL Roles\|ITIL roles]] (see fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles (.pdf)]) is derived directly from the [[ITIL Processes\|ITIL processes]] that are to be introduced. If for example [[Problem Management]] is in line for introduction, a [[ITIL Roles#Problem Manager\|Problem Manager]] must be appointed.

	Within larger businesses and where considered necessary, the determination of required ITIL roles is not quite as straightforward - a sub-division of the tasks can be necessary, which results in a subdivision of the roles. If the Problem Manager for instance is not able to cope with all the tasks within Problem Management, the introduction of specialist roles such as "Problem Analyst", "Error Manager" etc. must be considered.		Within larger businesses and where considered necessary, the determination of required ITIL roles is not quite as straightforward - a sub-division of the tasks can be necessary, which results in a subdivision of the roles. If the Problem Manager for instance is not able to cope with all the tasks within Problem Management, the introduction of specialist roles such as "Problem Analyst", "Error Manager" etc. must be considered.
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	Based on this information, a [[ITIL Implementation - ITIL Roles#ITIL_RACI_matrix\|RACI matrix]] is often created to provide a summary of the roles' responsibilities in the processes - some process management systems support the generation of such a matrix (watch the [https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html video by IT Process Maps] or see ~~Fig~~. 3: [[Media:Raci-itil.jpg\|ITIL RACI matrix]]).		Based on this information, a [[ITIL Implementation - ITIL Roles#ITIL_RACI_matrix\|RACI matrix]] is often created to provide a summary of the roles' responsibilities in the processes - some process management systems support the generation of such a matrix (watch the [https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html video by IT Process Maps] or see fig. 3: [[Media:Raci-itil.jpg\|ITIL RACI matrix]]).

	~~<p> </p>~~
	<br style="clear:both;"/>		<br style="clear:both;"/>

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	*Identification of the [[ITIL Processes\|ITIL processes or disciplines]] which are to be introduced or revised during the project (at least a first guess, as a subsequent as-is assessment might lead to further insights on how to define the project scope)		*Identification of the [[ITIL Processes\|ITIL processes or disciplines]] which are to be introduced or revised during the project (at least a first guess, as a subsequent as-is assessment might lead to further insights on how to define the project scope)

	~~<p> </p>~~

	==Results/ Deliverables==		==Results/ Deliverables==
	*List of the required [[ITIL Roles\|ITIL roles]]		*List of the required [[ITIL Roles\|ITIL roles]]
	*Assignment of owners to the roles		*Assignment of owners to the roles

	~~<p> </p>~~

	==Success factors==		==Success factors==

	At this point, it is crucial to name specific persons as role owners, so that they (as the ones responsible for running the processes in future) are able to contribute the process design in the course of the project. In cases of doubt, it is possible to start out with the obvious ITIL roles, and to later differentiate into sub-roles if necessary.		At this point, it is crucial to name specific persons as role owners, so that they (as the ones responsible for running the processes in future) are able to contribute the process design in the course of the project. In cases of doubt, it is possible to start out with the obvious ITIL roles, and to later differentiate into sub-roles if necessary.

	~~<p> </p>~~

	==Relevant views of the ITIL Process Map==		==Relevant views of the ITIL Process Map==

	The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] includes a list of all the ITIL standard roles complete with their descriptions (see: [~~https~~:~~//wiki.en.it~~-~~processmaps.com/images/pdf/~~itil-roles.~~pdf~~ Index of ITIL ~~Roles~~]). The roles required for the project may be chosen from this inventory.		The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] includes a list of all the ITIL standard roles complete with their descriptions (see fig. 1: [[Media:Thumb-itil-roles-index.jpg\|Index of ITIL roles]]). The roles required for the project may be chosen from this inventory.

	The ITIL roles are used in the process diagrams to illustrate the responsibilities for performing single activities.		The ITIL roles are used in the process diagrams to illustrate the responsibilities for performing single activities.
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	[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|link=https://wiki.en.it-processmaps.com/index.php/File:Raci-itil.jpg\|Fig. 3: ITIL RACI-Matrix]]		[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|link=https://wiki.en.it-processmaps.com/index.php/File:Raci-itil.jpg\|Fig. 3: ITIL RACI-Matrix]]
	The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map (see [[Media:Raci-itil.jpg\|~~Fig~~. 3]]):		The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map (see [[Media:Raci-itil.jpg\|fig. 3]]):

	The [https://en.it-processmaps.com/products/itil-raci-matrix.html RASCI matrix] and the process diagrams are designed to be used in combination. The matrix provides a summary of the roles’ responsibilities in all processes, while the diagrams show in detail which roles are responsible for performing certain activities within a process.		The [https://en.it-processmaps.com/products/itil-raci-matrix.html RASCI matrix] and the process diagrams are designed to be used in combination. The matrix provides a summary of the roles’ responsibilities in all processes, while the diagrams show in detail which roles are responsible for performing certain activities within a process.
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	The RASCI matrix may also be used for assigning owners to the various roles, or this can be done in the organization charts.		The RASCI matrix may also be used for assigning owners to the various roles, or this can be done in the organization charts.
	<br style="clear:both;"/>		<br style="clear:both;"/>

	~~<p> </p>~~

	==Resources==		==Resources==
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	*[3] Detailed responsibility matrices for all ITIL processes and sub-processes here in our Wiki, f.i. [[Incident Management#roles-responsibilities-matrix\|roles and responsibilities in Incident Management]]		*[3] Detailed responsibility matrices for all ITIL processes and sub-processes here in our Wiki, f.i. [[Incident Management#roles-responsibilities-matrix\|roles and responsibilities in Incident Management]]
	*[4] More on [https://en.it-processmaps.com/products/itil-raci-matrix.html responsibility matrices, following the RACI model]; IT Process Maps.		*[4] More on [https://en.it-processmaps.com/products/itil-raci-matrix.html responsibility matrices, following the RACI model]; IT Process Maps.

	~~<p> </p>~~

	==Following project activity==		==Following project activity==

	→ ITIL Implementation - Step 4: '''[[ITIL Implementation - ITIL Assessment\|Analysis of As-Is Processes: ITIL-Assessment]]'''		→ ITIL Implementation - Step 4: '''[[ITIL Implementation - ITIL Assessment\|Analysis of As-Is Processes: ITIL-Assessment]]'''

	~~<p> </p>~~

	==Notes==		==Notes==

	<html>By:  Andrea Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Andrea Kempter <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

	<p> </p>		<p> </p>
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	<meta itemprop="alternativeHeadline" content="Step 3: Selection of ITIL Roles and Role Owners" />		<meta itemprop="alternativeHeadline" content="Step 3: Selection of ITIL Roles and Role Owners" />
	<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/0/01/Thumb-itil-roles-index.jpg" />		<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/0/01/Thumb-itil-roles-index.jpg" />
	<link itemprop="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~" />		<link itemprop="author" href="https://www.linkedin.com/in/andreakempter" />
	<meta itemprop="author" content="Andrea Kempter" />		<meta itemprop="author" content="Andrea Kempter" />
	<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />		<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />

Andrea at 18:13, 11 November 2018

2018-11-11T18:13:14Z

Show changes

Andrea at 15:38, 10 November 2018

2018-11-10T15:38:29Z

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 <p>&nbsp;</p>
-At the beginning of any ITIL or ISO 20000 initiative it is important to nominate the individuals who will be in charge of running the new ITIL processes. This means it must be determined which [[ITIL Roles|ITIL roles]] are necessary and who is to occupy them.
+At the beginning of any ITIL or ISO 20000 initiative it is important to nominate the individuals who will be in charge of running the new ITIL processes. This means it must be determined what [[ITIL Roles|ITIL roles]] are necessary and who is to occupy them.
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 *Assignment of owners to the roles
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 ==Description==
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 *[1] [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles (.pdf)]
-*[2] [[ITIL Roles|Role definitions according to ITIL 2011]]
+*[2] [[ITIL Roles|ITIL role definitions]]
 *[3] Detailed responsibility matrices for all ITIL processes and sub-processes here in our Wiki, f.i. [[Incident Management#roles-responsibilities-matrix|roles and responsibilities in Incident Management]]
 *[4] More on [https://en.it-processmaps.com/products/itil-raci-matrix.html responsibility matrices, following the RACI model ...]; IT Process Maps.
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-<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/0/01/Thumb-itil-roles-index.jpg" title="Index od ITIL Roles">Index od ITIL Roles  (.JPG)</a></td>
+<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/0/01/Thumb-itil-roles-index.jpg" title="Index od ITIL Roles">Index of ITIL roles (.JPG)</a> | <a href="https://wiki.en.it-processmaps.com/index.php/File:Selecting-itil-roles-and-role-owners-itil-step-3.jpg" title="Infographik: Selection of ITIL roles and role owners">Infographik: Selection of ITIL roles and role owners (.JPG)</a></td>
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 <td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
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+</table>
 <!-- This page is assigned to the following categories: -->
 [[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
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Andrea at 08:43, 28 April 2017

2017-04-28T08:43:19Z

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Andrea at 17:22, 4 February 2016

2016-02-04T17:22:11Z

← Older revision		Revision as of 19:22, 4 February 2016
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	To deal with this question at an early stage is of vital importance for the success of the ITIL project: the person who will later have the responsibility for running a certain process should also participate in its design. This will ensure that as much experience as possible flows into the process definition, and that the role owners identify themselves closely with any changes to existing working practices.		To deal with this question at an early stage is of vital importance for the success of the ITIL project: the person who will later have the responsibility for running a certain process should also participate in its design. This will ensure that as much experience as possible flows into the process definition, and that the role owners identify themselves closely with any changes to existing working practices.

	[[image:Thumb-itil-roles-index.jpg\|~~frame~~\|right\|alt=ITIL Roles\|Figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index od ITIL Roles (.pdf)]]]		[[image:Thumb-itil-roles-index.jpg\|thumb\|255px\|right\|alt=ITIL Roles\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-itil-roles-index.jpg\|Figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL Roles (.pdf)]]]
	The identification of the required [[ITIL Roles\|ITIL roles]] ''(see Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles])'' is derived directly from the [[ITIL Processes\|ITIL processes]] that are to be introduced. If for example [[Problem Management]] is in line for introduction, a [[ITIL Roles#Problem Manager\|Problem Manager]] must be appointed.		The identification of the required [[ITIL Roles\|ITIL roles]] ''(see Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles])'' is derived directly from the [[ITIL Processes\|ITIL processes]] that are to be introduced. If for example [[Problem Management]] is in line for introduction, a [[ITIL Roles#Problem Manager\|Problem Manager]] must be appointed.

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	====<span style="color:#5d5d5d">ITIL RACI Matrix</span>====		====<span style="color:#5d5d5d">ITIL RACI Matrix</span>====

	[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|Figure 3: ITIL RACI-Matrix]]		[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|link=https://wiki.en.it-processmaps.com/index.php/File:Raci-itil.jpg\|Figure 3: ITIL RACI-Matrix]]
	<span style="color:#5d5d5d">The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map ''(see [[Media:Raci-itil.jpg\|Fig. 2]])'':</span>		<span style="color:#5d5d5d">The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map ''(see [[Media:Raci-itil.jpg\|Fig. 2]])'':</span>

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	<span style="color:#5d5d5d">		<span style="color:#5d5d5d">
	The RASCI matrix may also be used for assigning owners to the various roles, or this can be done in the organization charts.</span>		The RASCI matrix may also be used for assigning owners to the various roles, or this can be done in the organization charts.</span>
			<br style="clear:both;"/>

	<p> </p>		<p> </p>

Andrea at 13:23, 8 September 2015

2015-09-08T13:23:48Z

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	At this project stage it is not absolutely necessary to define the [[ITIL Roles\|ITIL roles]] in detail, for instance in the form of extensive documents. This will be done implicitly during the subsequent project phases: when processes are defined in detail, single activities are shown together with the roles responsible for their execution.		At this project stage it is not absolutely necessary to define the [[ITIL Roles\|ITIL roles]] in detail, for instance in the form of extensive documents. This will be done implicitly during the subsequent project phases: when processes are defined in detail, single activities are shown together with the roles responsible for their execution.

	Based on this information, a [[ITIL Implementation - ITIL Roles#ITIL RACI Matrix\|RACI matrix]] ''(see Fig. 2: [[Media:Raci-itil.jpg\|ITIL RACI-Matrix]])'' ~~is often created to provide a summary of the roles' responsibilities in the processes - some Process Management systems support the generation of such a matrix.~~		<imagemap>
			Image:Itil-raci-video-200x200.jpg\|left\|[https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html Fig. 2: Watch the video: The ITIL RACI Matrix]\|200px\|thumb\|alt=Video: ITIL Responsibility Assignment Matrix (RACI Matrix)
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			Based on this information, a [[ITIL Implementation - ITIL Roles#ITIL RACI Matrix\|RACI matrix]] is often created to provide a summary of the roles' responsibilities in the processes - some process management systems support the generation of such a matrix ''(watch the [https://demo.it-processmaps.com/raci_en/itil-raci-matrix.html video by IT Process Maps] or see Fig. 3: [[Media:Raci-itil.jpg\|ITIL RACI-Matrix]])''

	<p> </p>		<p> </p>
			<br style="clear:both;"/>

	==Prerequisites==		==Prerequisites==
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	====<span style="color:#5d5d5d">ITIL RACI Matrix</span>====		====<span style="color:#5d5d5d">ITIL RACI Matrix</span>====

	[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|Figure 2: ITIL RACI-Matrix]]		[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|Figure 3: ITIL RACI-Matrix]]
	<span style="color:#5d5d5d">The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map ''(see [[Media:Raci-itil.jpg\|Fig. 2]])'':</span>		<span style="color:#5d5d5d">The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map ''(see [[Media:Raci-itil.jpg\|Fig. 2]])'':</span>

Andrea at 11:38, 17 September 2014

2014-09-17T11:38:05Z

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	\| style="border-bottom:1px solid grey;" \|<big><strong> Step 3: Selection of ITIL Roles and Role Owners </strong></big>		\|style="border-bottom:1px solid grey;"\|<big><strong>Step 3: Selection of ITIL Roles and Role Owners </strong></big>
	\|}		\|}

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	<p> </p>		<p> </p>

	==== Objective of this Project Step ====		===<span id="Objective of this Project Step">Objectives</span>===

	* Identification of the required ITIL roles, depending on the scope of ITIL processes to be introduced		*Identification of the required ITIL roles, depending on the scope of ITIL processes to be introduced
	* Assignment of owners to the roles		*Assignment of owners to the roles

	<p> </p>		<p> </p>

	==== Description ====		==Description==

	To deal with this question at an early stage is of vital importance for the success of the ITIL project: the person who will later have the responsibility for running a certain process should also participate in its design. This will ensure that as much experience as possible flows into the process definition, and that the role owners identify themselves closely with any changes to existing working practices.		To deal with this question at an early stage is of vital importance for the success of the ITIL project: the person who will later have the responsibility for running a certain process should also participate in its design. This will ensure that as much experience as possible flows into the process definition, and that the role owners identify themselves closely with any changes to existing working practices.
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	<p> </p>		<p> </p>

	==== Prerequisites ====		==Prerequisites==

	* Identification of the [[ITIL Processes\|ITIL processes or disciplines]] which are to be introduced or revised during the project (at least a first guess, as a subsequent as-is assessment might lead to further insights on how to define the project scope)		*Identification of the [[ITIL Processes\|ITIL processes or disciplines]] which are to be introduced or revised during the project (at least a first guess, as a subsequent as-is assessment might lead to further insights on how to define the project scope)

	<p> </p>		<p> </p>

	==== Results/ Deliverables ====		==Results/ Deliverables==
	* List of the required [[ITIL Roles\|ITIL roles]]		*List of the required [[ITIL Roles\|ITIL roles]]
	* Assignment of owners to the roles		*Assignment of owners to the roles

	<p> </p>		<p> </p>

	==== Success Factors ====		==Success Factors==

	At this point, it is crucial to name specific persons as role owners, so that they (as the ones responsible for running the processes in future) are able to contribute the process design in the course of the project. In cases of doubt, it is possible to start out with the obvious ITIL roles, and to later differentiate into sub-roles if necessary.		At this point, it is crucial to name specific persons as role owners, so that they (as the ones responsible for running the processes in future) are able to contribute the process design in the course of the project. In cases of doubt, it is possible to start out with the obvious ITIL roles, and to later differentiate into sub-roles if necessary.
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	<p> </p>		<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====		==<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>==

	<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] includes a list of all the ITIL standard roles complete with their descriptions ''(see: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL Roles])''. The roles required for the project may be chosen from this inventory.</span>		<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] includes a list of all the ITIL standard roles complete with their descriptions ''(see: [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL Roles])''. The roles required for the project may be chosen from this inventory.</span>
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	<span style="color:#5d5d5d">The ITIL roles are used in the process diagrams to illustrate the responsibilities for performing single activities.</span>		<span style="color:#5d5d5d">The ITIL roles are used in the process diagrams to illustrate the responsibilities for performing single activities.</span>

	===== <span style="color:#5d5d5d">ITIL RACI Matrix</span> =====		====<span style="color:#5d5d5d">ITIL RACI Matrix</span>====

	[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|Figure 2: ITIL RACI-Matrix]]		[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|Figure 2: ITIL RACI-Matrix]]
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	<p> </p>		<p> </p>

	==== Resources ====		==Resources==

	* [1] [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles (.pdf)]		*[1] [https://wiki.en.it-processmaps.com/images/pdf/itil-roles.pdf Index of ITIL roles (.pdf)]
	* [2] [[ITIL Roles\|Role definitions according to ITIL 2011]]		*[2] [[ITIL Roles\|Role definitions according to ITIL 2011]]
	* [3] Detailed responsibility matrices for all ITIL processes and sub-processes here in our Wiki, f.i. [[Incident Management#roles-responsibilities-matrix\|roles and responsibilities in Incident Management]]		*[3] Detailed responsibility matrices for all ITIL processes and sub-processes here in our Wiki, f.i. [[Incident Management#roles-responsibilities-matrix\|roles and responsibilities in Incident Management]]
	* [4] More on [https://en.it-processmaps.com/products/itil-raci-matrix.html responsibility matrices, following the RACI model ...]; IT Process Maps.		*[4] More on [https://en.it-processmaps.com/products/itil-raci-matrix.html responsibility matrices, following the RACI model ...]; IT Process Maps.

	<p> </p>		<p> </p>

	~~'''~~Following Project Activity~~''':~~		==Following Project Activity==

	→ ITIL Implementation - Step 4: '''[[ITIL Implementation - ITIL Assessment\|Analysis of As-Is Processes: ITIL-Assessment]]'''		→ ITIL Implementation - Step 4: '''[[ITIL Implementation - ITIL Assessment\|Analysis of As-Is Processes: ITIL-Assessment]]'''
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	<p> </p>		<p> </p>

	<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>		==[ Infobox ]==

			<html><table class="wikitable">
			<tr>
			<td>Link to this page:</td>
			<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Implementation_-_ITIL_Roles">https://wiki.en.it-processmaps.com/index.php/ITIL_Implementation_-_ITIL_Roles</a></td>
			</tr>
			<tr>
			<td>Languages:</td>
			<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_ITIL-Rollen">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Roles_ITIL">español</a></span></td>
			</tr>
			<tr>
			<td>Image:</td>
			<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/0/01/Thumb-itil-roles-index.jpg" title="Index od ITIL Roles">Index od ITIL Roles (.JPG)</a></td>
			</tr>
			<tr>
			<td>Author:</td>
			<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
			</tr>
			</table></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->

Andrea: /* Resources */

2013-06-28T14:56:28Z

Resources

Show changes

Andrea at 15:03, 16 September 2011

2011-09-16T15:03:22Z

← Older revision		Revision as of 17:03, 16 September 2011
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	</imagemap>		</imagemap>
	<br style="clear:both;"/>		<br style="clear:both;"/>

			<p> </p>

	{\|		{\|
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	\|}		\|}

			<p> </p>

			==== Objective of this Project Step ====

			* Identification of the [[Roles within ITIL V3\|required ITIL roles]], depending on the scope of processes to be introduced
			* Assignment of owners to the roles

			<p> </p>

	==== Description ====		==== Description ====

	Before the project ~~„really“~~ begins it is important to nominate the individuals who will be in charge of running the new ITIL processes. In other words, it must be determined which [[Roles within ITIL V3\|ITIL roles]] are necessary and who is to occupy them.		Before the project "really" begins it is important to nominate the individuals who will be in charge of running the new ITIL processes. In other words, it must be determined which [[Roles within ITIL V3\|ITIL roles]] are necessary and who is to occupy them ''(see Figure 1)''.
			[[image:Thumb-itil-roles-index.jpg\|frame\|right\|alt=ITIL Roles\|Figure 1: Index of ITIL Roles]]

	To deal with this question at an early stage is of vital importance for the success of the ITIL project: The person who will later have the responsibility for running a certain process should also participate in its design. This will ensure that as much experience as possible flows into the process definition, and that the role owners identify themselves closely with any changes to existing working practices.		To deal with this question at an early stage is of vital importance for the success of the ITIL project: The person who will later have the responsibility for running a certain process should also participate in its design. This will ensure that as much experience as possible flows into the process definition, and that the role owners identify themselves closely with any changes to existing working practices.
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	Within larger businesses and where considered necessary, the determination of required roles is not quite as straightforward - a sub-division of the tasks can be necessary, which results in a subdivision of the roles. If the Problem Manager for instance is not able to cope with all the tasks within Problem Management, the introduction of specialist roles such as "Problem Analyst", "Error Manager" etc. must be considered.		Within larger businesses and where considered necessary, the determination of required roles is not quite as straightforward - a sub-division of the tasks can be necessary, which results in a subdivision of the roles. If the Problem Manager for instance is not able to cope with all the tasks within Problem Management, the introduction of specialist roles such as "Problem Analyst", "Error Manager" etc. must be considered.

	At this project stage it is not absolutely necessary to define the roles in detail, for instance in the form of extensive documents. This will be done implicitly during the subsequent project phases: ~~When~~ processes are defined in detail, single activities are shown together with the roles responsible for their execution~~; most~~ Process Management systems ~~then~~ support the generation of ~~documents, summarizing for each role how it is involved in the process flows~~.		At this project stage it is not absolutely necessary to define the [[Roles within ITIL V3\|ITIL roles]] in detail, for instance in the form of extensive documents. This will be done implicitly during the subsequent project phases: when processes are defined in detail, single activities are shown together with the roles responsible for their execution. Based on this information, a RACI matrix is often created to provide a summary of roles’ responsibilities in the processes (some Process Management systems support the generation of such a matrix.

	~~==== Objective of this Project Step ====~~		<p> </p>

	* Identification of the [[Roles within ITIL V3\|required ITIL roles]], depending on the scope of processes to be introduced
	* Assignment of owners to the roles
	~~[[image:Thumb-itil-roles-index.jpg\|frame\|right\|Index of ITIL Roles]]~~

	==== Prerequisites ====		==== Prerequisites ====

	* Identification of the [[ITIL Processes\|ITIL processes/ disciplines]] which are to be introduced or revised during the project (at least a first guess, as a subsequent as-is assessment might lead to further insights on how to define the project scope)		* Identification of the [[ITIL Processes\|ITIL processes/ disciplines]] which are to be introduced or revised during the project (at least a first guess, as a subsequent as-is assessment might lead to further insights on how to define the project scope)

			<p> </p>

	==== Results/ Deliverables ====		==== Results/ Deliverables ====
	* List of the required ITIL roles		* List of the required ITIL roles
	* Assignment of owners to the roles		* Assignment of owners to the roles

			<p> </p>

	==== Success Factors ====		==== Success Factors ====
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	At this point, it is crucial to name specific persons as role owners, so that they (as the ones responsible for running the processes in future) are able to contribute the process design in the course of the project. In cases of doubt, it is possible to start out with the obvious ITIL roles, and to later differentiate into sub-roles if necessary.		At this point, it is crucial to name specific persons as role owners, so that they (as the ones responsible for running the processes in future) are able to contribute the process design in the course of the project. In cases of doubt, it is possible to start out with the obvious ITIL roles, and to later differentiate into sub-roles if necessary.

			<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====		==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====

	<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] ~~contains~~ all the ITIL standard roles complete with their descriptions (see Figure). The roles required for the project may be chosen from this inventory.</span>		<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] includes a list of all the ITIL standard roles complete with their descriptions (see Figure 1). The roles required for the project may be chosen from this inventory.</span>

			<span style="color:#5d5d5d">The ITIL roles are used in the process diagrams to illustrate the responsibilities for performing single activities.</span>

			===== <span style="color:#5d5d5d">ITIL RACI Matrix</span> =====

			[[image:Raci-itil.jpg\|thumb\|right\|alt=ITIL RACI\|Figure 2: ITIL RACI-Matrix]]
			<span style="color:#5d5d5d">The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map ''(see Figure 2)'':</span>

	<span style="color:#5d5d5d">The ~~organization charts may also~~ be used ~~to depict~~ the ~~assignment of owners to~~ the ~~various~~ roles.</span>		<span style="color:#5d5d5d">
			The [https://en.it-processmaps.com/products/itil-raci-matrix.html RASCI matrix] and the process diagrams are designed to be used in combination. The matrix provides a summary of the roles’ responsibilities in all processes, while the diagrams show in detail which roles are responsible for performing certain activities within a process.</span>

	<span style="color:#5d5d5d">The ~~ITIL roles are~~ used ~~within the detailed process descriptions in order~~ to ~~illustrate~~ the ~~responsibilities for performing single activities – as such~~, the ~~detailed process diagrams allow the role owners to intuitively oversee their tasks and responsibilities~~.</span>		<span style="color:#5d5d5d">
			The RASCI matrix may also be used for assigning owners to the various roles, or this can be done in the organization charts.</span>

			<p> </p>
			<br style="clear:both;"/>

	'''Following Project Activity''':		'''Following Project Activity''':
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	→ ITIL Implementation - Step 4: '''[[ITIL Implementation - ITIL Assessment\|Analysis of As-Is Processes: ITIL-Assessment]]'''		→ ITIL Implementation - Step 4: '''[[ITIL Implementation - ITIL Assessment\|Analysis of As-Is Processes: ITIL-Assessment]]'''

			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->