ITIL Implementation - ITIL Roles: Difference between revisions
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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 | 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 | 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]]). | ||
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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) | ||
==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 | ||
==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. | ||
==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: [ | 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| | 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;"/> | ||
==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. | ||
==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]]''' | ||
==Notes== | ==Notes== | ||
<html>By:  Andrea Kempter <a rel="author" href="https:// | <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:// | <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" /> | ||
Revision as of 17:57, 29 March 2019
| Step 3: Selection of ITIL Roles and Role Owners |
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. It must be determined what ITIL roles are necessary and to whom those roles are assigned.
Objectives
- Identification of the required ITIL roles, depending on the scope of ITIL processes to be introduced
- Assignment of owners to the roles
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.
The identification of the required ITIL roles (see fig. 1: Index of ITIL roles (.pdf)) is derived directly from the ITIL processes that are to be introduced. If for example Problem Management is in line for introduction, a 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.
At this project stage it is not absolutely necessary to define the 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 the roles' responsibilities in the processes - some process management systems support the generation of such a matrix (watch the video by IT Process Maps or see fig. 3: ITIL RACI matrix).
Prerequisites
- Identification of the 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)
Results/ Deliverables
- List of the required ITIL roles
- Assignment of owners to the roles
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.
Relevant views of the ITIL Process Map
The ITIL Process Map includes a list of all the ITIL standard roles complete with their descriptions (see fig. 1: 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.
ITIL RACI matrix
The ITIL roles also figure in the top row of the RASCI matrix that comes with the ITIL Process Map (see fig. 3):
The 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 RASCI matrix may also be used for assigning owners to the various roles, or this can be done in the organization charts.
Resources
- [1] Index of ITIL roles (.pdf)
- [2] ITIL role definitions
- [3] Detailed responsibility matrices for all ITIL processes and sub-processes here in our Wiki, f.i. roles and responsibilities in Incident Management
- [4] More on responsibility matrices, following the RACI model; IT Process Maps.
Following project activity
→ ITIL Implementation - Step 4: Analysis of As-Is Processes: ITIL-Assessment
Notes
By: Andrea Kempter 
, IT Process Maps.
Objectives › Description › Prerequisites › Results/ Deliverables › Success factors
