The IT Service Management Processes and Activities, Roles and Responsibilities Job Description Handbook: All 52 ITIL Tasks, Functions and Job Descriptions Explained, Detailed and Ready to Use – Bringing Theory into Practice Gerard Blokdijk Copyright © 2008 Notice of Rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. Roles and Responsibilities of ITIL V3 Workbook 3 1 Table of Contents 2 INTRODUCTION ROADMAP ......................................................................................................................................... 7 2.1 Step 1 .......................................................................................................................................................................... 8 2.1.1 Service Strategy ...................................................................................................................................................... 8 2.1.2 Service Design ......................................................................................................................................................... 8 2.1.3 Service Transition ................................................................................................................................................... 9 2.1.4 Service Operation ................................................................................................................................................... 9 2.1.5 Continual Service Improvement ............................................................................................................................. 9 2.2 Step 2 ........................................................................................................................................................................ 10 2.2.1 Service Strategy .................................................................................................................................................... 10 2.2.2 Service Design ....................................................................................................................................................... 10 2.2.3 Service Transition ................................................................................................................................................. 10 2.2.4 Service Operation ................................................................................................................................................. 11 2.2.5 Continual Service Improvement ........................................................................................................................... 11 2.3 Step 3 ........................................................................................................................................................................ 12 3 SERVICE STRATEGY .................................................................................................................................................... 13 3.1 Demand and Capacity Management – Roles & Responsibilities ............................................................................... 13 3.2 Financial Management – Roles & Responsibilities .................................................................................................... 15 3.3 Service Portfolio Management – Role & Responsibilities ......................................................................................... 16 3.3.1 Critical Knowledge, Skills and Experience ............................................................................................................. 17 4 SERVICE DESIGN ........................................................................................................................................................ 18 4.1 Organizing of Service Design – Roles & Responsibilities ........................................................................................... 18 4.1.1 Example RACI Matrix ............................................................................................................................................ 19 4.1.2 Functional Roles Analysis ..................................................................................................................................... 20 4.1.3 Activity Analysis .................................................................................................................................................... 20 4.1.4 Skills & Attributes ................................................................................................................................................. 20 4.1.5 Service Level Manager .......................................................................................................................................... 22 4.2 Availability Management – Roles & Responsibilities ................................................................................................ 23 4.3 Demand and Capacity Management – Roles & Responsibilities ............................................................................... 25 4.4 ITSCM – Roles & Responsibilities ............................................................................................................................... 27 4.5 Security Management – Roles & Responsibilities ..................................................................................................... 28 4.6 Service Catalogue Management – Role & Responsibilities ....................................................................................... 29 4.7 Service Level Management – Roles & Responsibilities .............................................................................................. 30 4.8 Supplier Management – Roles & Responsibilities ..................................................................................................... 31 5 SERVICE TRANSITION ................................................................................................................................................. 33 5.1 Organizing of Service Transition ............................................................................................................................... 33 5.1.1 Service Transition’s Role in Organizational Change ............................................................................................. 33 5.1.2 Understanding the Organizational Culture........................................................................................................... 36 5.2 Service Transition – Managing Communications and Commitment ......................................................................... 38 5.2.1 Communications During Service Transition.......................................................................................................... 38 5.2.2 Communication Planning ..................................................................................................................................... 39 5.2.3 Methods of Communication ................................................................................................................................. 41 5.2.4 Motivation and the Importance of Communication ............................................................................................ 42 Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia Roles and Responsibilities of ITIL V3 Workbook 4 5.3 Service Transition – RACI Example for Managing Change ........................................................................................ 43 5.4 Service Transition – Roles & Responsibilities ............................................................................................................ 44 5.4.1 Service Transition Manager .................................................................................................................................. 45 5.5 Build and Test Environment – Roles & Responsibilities ............................................................................................. 46 5.6 Service Validation and Test – Roles & Responsibilities ............................................................................................. 47 5.6.1 Validation and Test Management ........................................................................................................................ 47 5.6.2 Plan and Design Test............................................................................................................................................. 48 5.6.3 Verify Test Plan and Test Design .......................................................................................................................... 48 5.6.4 Prepare Test Environment .................................................................................................................................... 48 5.6.5 Perform Tests ....................................................................................................................................................... 48 5.6.6 Evaluate Exit Criteria and Report.......................................................................................................................... 49 5.6.7 Test Clean up and Closure .................................................................................................................................... 49 5.7 Change Management – Roles & Responsibilities ...................................................................................................... 50 5.7.1 The Change Authority ........................................................................................................................................... 50 5.7.2 The Change Manager............................................................................................................................................ 51 5.7.3 Change Advisory Board......................................................................................................................................... 51 5.8 CMDB – Roles & Responsibilities ............................................................................................................................... 52 5.8.1 The Service Asset Manager .................................................................................................................................. 53 5.8.2 The Configuration Manager ................................................................................................................................. 54 5.8.3 The Configuration Analyst .................................................................................................................................... 55 5.8.4 The Configuration Librarian .................................................................................................................................. 56 5.8.5 The CMS/Tools Administrator .............................................................................................................................. 57 5.8.6 The Configuration Control Board ......................................................................................................................... 58 5.9 Knowledge Management – Roles & Responsibilities ................................................................................................ 59 5.9.1 The Knowledge Management Process Owner...................................................................................................... 59 5.10 Planning and Support – Roles & Responsibilities ...................................................................................................... 60 5.11 Release & Deployment – Roles & Responsibilities .................................................................................................... 61 5.11.1 The Release and Deployment Manager ........................................................................................................... 61 5.11.2 Release Packaging and Build ............................................................................................................................ 62 5.11.3 The Release Packaging and Build Manager ...................................................................................................... 62 5.11.4 Deployment ...................................................................................................................................................... 63 5.11.5 Early Life Support ............................................................................................................................................. 64 5.11.6 Build and Test Environment Management ...................................................................................................... 65 6 SERVICE OPERATION .................................................................................................................................................. 66 6.1 Event, Access and Request Fulfillment Management – Roles & Responsibilities ...................................................... 66 6.1.1 The Role of the Service Desk ................................................................................................................................ 66 6.1.2 The Role of Technical and Application Management ........................................................................................... 67 6.1.3 The Role of IT Operations Management .............................................................................................................. 67 6.1.4 Access Management Roles ................................................................................................................................... 68 6.1.5 The Role of the Service Desk ................................................................................................................................ 68 6.1.6 The Role of Technical and Application Management ........................................................................................... 69 6.1.7 The Role of IT Operations Management .............................................................................................................. 69 6.1.8 Request Fulfillment Roles ..................................................................................................................................... 70 6.2 Incident Management – Roles & Responsibilities ..................................................................................................... 71 6.2.1 Incident Manager ................................................................................................................................................. 71 6.2.2 First Line ............................................................................................................................................................... 71 6.2.3 Second Line ........................................................................................................................................................... 72 6.2.4 Third Line .............................................................................................................................................................. 72 6.3 Problem Management – Roles & Responsibilities ..................................................................................................... 73 6.3.1 Problem-Solving Groups ....................................................................................................................................... 73 Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia Roles and Responsibilities of ITIL V3 Workbook 5 6.4 Service Desk – Roles & Responsibilities ..................................................................................................................... 74 6.4.1 Service Desk Manager .......................................................................................................................................... 74 6.4.2 Service Desk Supervisor ........................................................................................................................................ 75 6.4.3 Service Desk Analysts ........................................................................................................................................... 75 6.4.4 Super Users ........................................................................................................................................................... 76 6.5 Service Operation Functions – Roles & Responsibilities ............................................................................................ 77 6.5.1 Technical Management Function ......................................................................................................................... 77 6.5.2 IT Operations Management.................................................................................................................................. 79 6.5.3 Application Management ..................................................................................................................................... 80 6.6 Sourcing – Roles & Responsibilities ........................................................................................................................... 82 7 CONTINUAL SERVICE IMPROVEMENT ........................................................................................................................ 83 7.1 CSI – Roles & Responsibilities .................................................................................................................................... 83 7.1.1 Key Activities and Roles Assigned ......................................................................................................................... 83 8 SERVICE STRATEGY PROCESS OWNER REVIEW TEMPLATES ....................................................................................... 84 8.1 Demand & Capacity Manager................................................................................................................................... 85 8.2 Financial Manager .................................................................................................................................................... 89 8.3 Product Manager ...................................................................................................................................................... 93 9 SERVICE DESIGN PROCESS OWNER REVIEW TEMPLATES ........................................................................................... 97 9.1 Availability Manager ................................................................................................................................................. 98 9.2 ITSCM Process Manager ......................................................................................................................................... 101 9.3 Security Manager .................................................................................................................................................... 104 9.4 Service Catalogue Manager .................................................................................................................................... 107 9.5 Service Level Manager ............................................................................................................................................ 110 9.6 Supplier Manager ................................................................................................................................................... 113 10 SERVICE TRANSITION PROCESS OWNER REVIEW TEMPLATES .................................................................................. 117 10.1 Change Manager .................................................................................................................................................... 118 10.2 Service Asset & Configuration ................................................................................................................................. 122 10.3 Knowledge Manager ............................................................................................................................................... 128 10.4 Planning & Support Team ....................................................................................................................................... 131 10.5 Release & Deployment Manager ............................................................................................................................ 134 11 SERVICE OPERATION PROCESS OWNER REVIEW TEMPLATES ................................................................................... 137 11.1 Event, Access and Request Fulfillment Team .......................................................................................................... 138 11.2 Incident Manager .................................................................................................................................................... 145 11.3 Problem Manager ................................................................................................................................................... 148 11.4 Service Desk ............................................................................................................................................................ 151 12 CONTINUAL SERVICE IMPROVEMENT PROCESS OWNER TEMPATES ........................................................................ 155 12.1 SLM Process Manager ............................................................................................................................................. 156 Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia Roles and Responsibilities of ITIL V3 Workbook 6 13 BONUS DOCUMENT – MAPPING RESPONSIBILITIES FOR ISO/IEC 20000................................................................... 159 13.1 Understanding ‘Who Does What’ ........................................................................................................................... 159 13.1.1 Techniques ..................................................................................................................................................... 159 13.1.2 Table 1: Key to Abbreviations for Tables 2-4 ................................................................................................. 160 13.1.3 Table 2: Service Review Meetings .................................................................................................................. 161 13.1.4 Table 3: Service Level Reporting .................................................................................................................... 162 13.1.5 Table 4: Incident and Internal Reports ........................................................................................................... 163 13.1.6 RACI Matrices ................................................................................................................................................. 164 13.1.7 Table 5: ARCI Matrix Example (Level 1) .......................................................................................................... 165 13.1.8 Table 6: ARCI Matrix Example (Level 2) .......................................................................................................... 165 14 FURTHER READING .................................................................................................................................................. 166 Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia Roles and Responsibilities of ITIL V3 Workbook 7 2 INTRODUCTION ROADMAP Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business. This document describes the contents of the Roles & Responsibilities Workbook. The information found within the Workbook is based on the ITIL Version 3 framework, focusing on five phases of the ITIL Lifecycle. The Workbook is designed to answer a lot of the questions about the roles and responsibilities of various process owners, as well as other parties involved in the Service Lifecycle, and provide you with useful guides and user-friendly templates. The Workbook serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activity. Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia Roles and Responsibilities of ITIL V3 Workbook 8 2.1 Step 1 Within each Lifecycle phase, there are a number of documents that outline the roles and responsibilities involved in each process. Below is an itemized list of these documents. You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation. 2.1.1 Service Strategy 1. Demand and Capacity Management – Roles & Responsibilities 2. Financial Management – Roles & Responsibilities 3. Service Portfolio Management – Roles & Responsibilities 2.1.2 Service Design 1. Organizing for Service Design – Roles & Responsibilities 2. Availability Management – Roles & Responsibilities 3. Demand and Capacity Management – Roles & Responsibilities 4. ITSCM – Roles & Responsibilities 5. Security Management – Roles & Responsibilities 6. Service Catalogue Management – Roles & Responsibilities 7. Service Level Management – Roles & Responsibilities 8. Supplier Management – Roles & Responsibilities Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia Roles and Responsibilities of ITIL V3 Workbook 9 2.1.3 Service Transition 1. Organizing of Service Transition 2. Service Transition – Managing Communications and Commitment 3. Service Transition – RACI Example for Managing Change 4. Service Transition – Roles & Responsibilities 5. Build and Test Environment – Roles & Responsibilities 6. Service Validation and Testing – Roles & Responsibilities 7. Change Management – Roles & Responsibilities 8. CMDB – Roles & Responsibilities 9. Knowledge Management – Roles & Responsibilities 10. Planning and Support – Roles & Responsibilities 11. Release & Deployment – Roles & Responsibilities 2.1.4 Service Operation 1. Event, Access and Request Fulfillment Management – Roles & Responsibilities 2. Incident Management – Roles & Responsibilities 3. Problem Management – Roles & Responsibilities 4. Service Desk – Roles & Responsibilities 5. Service Operation Functions – Roles & Responsibilities 6. Sourcing – Roles & Responsibilities 2.1.5 Continual Service Improvement 1. CSI – Roles & Responsibilities Copyright The Art of Service Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia