ITIL Implementation - ITIL Roles
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Step 3: Select ITIL Roles and Determine Role Owners
Before the project „really“ begins it is important to nominate the persons who will be in charge of running the IT organisation according to ITIL principles. In other words, the question must be clarified which ITIL roles are necessary and who is to occupy them.
To deal with this question at an early stage is of vital importance for the success of the 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 Process Owners identify themselves closely with any changes to existing procedures.
Objective of this Project Step
- Identification of the required ITIL roles, depending on the scope of processes to be introduced
- Assignment of Process Owners to the roles
Prerequisites
- Identification of the 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)
Results/ Deliverables
- List of the required ITIL roles and their assignment to Process Owners
Description
The identification of the required ITIL roles is derived directly from the ITIL disciplines that are to be introduced. If for example, Problem Management is in line for introduction, the role of Problem Manager is due be created.
Within larger businesses and where considered necessary, the determination of required roles is not quite as straightforward - a 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.
Success Factors
At this point, it is crucial to name specific persons as Process 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.
