ITIL Implementation - ITIL Roles
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| Step 3: Selection of ITIL Roles and Role Owners |
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 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 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 is derived directly from the ITIL processes (see also: List of 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 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.
Objective of this Project Step
- Identification of the required ITIL roles, depending on the scope of processes to be introduced
- Assignment of 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
- 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 V3
The 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.
The organization charts may also be used to depict the assignment of owners to the various roles.
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.
Following Project Activity:
→ ITIL Implementation - Step 4: Analysis of As-Is Processes: ITIL-Assessment
