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ITIL - Roles



Each of the ITIL stages has its own processes and users who manage and control those processes. In ITIL we refer to these as Roles. Below we have included some of the more common roles found in Service Management.

ITIL Roles
Service Catalogue Manager
The Service Catalogue Manager is responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date.

Service Level Manager
The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. They make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. The Service Level Manager also monitors and reports on service levels.

Applications Analyst / Architect
The Applications Analyst/ Architect is responsible for designing applications required to provide a service. This includes the specification of technologies, application architectures and data structures as a basis for application development or customisation.

Service Design Manager
The Service Design Manager is responsible for producing quality, secure and resilient designs for new or improved services. This includes producing and maintaining all design documentation.

Service Owner
The Service Owner is responsible for delivering a particular service within the agreed service levels. Typically, he acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs). Often, the Service Owner will lead a team of technical specialists or an internal support unit.

Technical Analyst/ Architect
The Technical Analyst/ Architect is responsible for designing infrastructure components and systems required to provide a service. This includes the specification of technologies and products as a basis for their procurement and customisation.

Service Portfolio Managers
The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the IT Steering Group, and develops the service provider's offerings and capabilities

IT Security Manager
The IT Security Manager is responsible for ensuring the confidentiality, integrity and availability of an organization's assets, information, data and IT services.
He is usually involved in an organizational approach to Security Management which has a wider scope than the IT service provider, and includes handling of paper, building access, phone calls etc., for the entire organization.

Other Roles:
Chief Information Officer
Product Manager
Service Owner
Business Relationship Manager

See also:
Service Catalogue Management
Service Level Management
Risk Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Compliance Management
IT Architecture Management
Supplier Management

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