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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 12: ROLES

There are a number of generic roles that support a service management organisational structure.

Process owner

Accountable for ensuring a process is fit for purpose and performing adequately. A process owner has to be a single person or role, to avoid duplication or confusion.

Accountabilities include:

  • Defining process strategy, policies and standards
  • Assisting with process design, including metrics
  • Providing resources and ensuring they understand their role
  • Making sure the process is documented
  • Auditing the process
  • Addressing issues or opportunities for improvement.

Process manager

Accountable for operational management of a process. There may be more than one manager per process (for example, one change manager in each office), ...

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