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Roles in Service Operations

The document discusses roles in ITIL service operation. It recommends key roles such as the service owner, process owner, and process manager. The service owner is responsible for a particular service. The process owner defines and maintains a particular process. And the process manager ensures operational activities are carried out correctly. The document also provides an organizational chart showing examples of how these roles may be structured within an IT organization.

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Md Kamruzzaman
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51 views4 pages

Roles in Service Operations

The document discusses roles in ITIL service operation. It recommends key roles such as the service owner, process owner, and process manager. The service owner is responsible for a particular service. The process owner defines and maintains a particular process. And the process manager ensures operational activities are carried out correctly. The document also provides an organizational chart showing examples of how these roles may be structured within an IT organization.

Uploaded by

Md Kamruzzaman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Roles in Service Operation

ITILv3 Foundations

http://www.jasondion.com
Roles in Service Operation
• ITIL doesn’t dictate how an
organization should be
organized

• ITIL does recommends roles:


• Service Owner
• Process Owner
• Process Manager
Roles in Service Operation
IT Director or
IT Executive
Service Management Customers/Users
Steering Group
Director

VIP User

Event Management Problem Management Incident Management


Process Owner Process Owner Process Owner Service Desk
Manager
Event Management Problem Management Incident Management
Service Desk
Process Manager Process Manager Process Manager
Supervisor

Applications
Access Management Service Desk Analyst
Management
Process Owner
Team Lead
IT Operations
Applications
Access Management Manager
Management
Process Manager
Analyst/Architect
Roles in Service Operation
ITILv3 Foundations

http://www.jasondion.com

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