Process Roles

There are a number of major processes that are used in IT Service Management. They ensure that IT Services are provided in a focused, customer-centered, and economical way. The ones CIT is currently focusing on are:

• Portfolio and Catalog Management
• Demand Management
• Relationship Management
• Service Level Management
• Service Continuity Management
• Transition Planning and Support
• Change Control
• IT Asset and Service Configuration Management
• Knowledge Management
• Monitoring and Event Management
• Access Management
• Service Request Management
• Problem Management
• Incident Management
• Escalation Process
• Project Management
• Feedback Process
• Measurement and Reporting

In CIT each of these processes has a Process Owner and a Process Coordinator. The Process Owner makes sure the process is doing what it should and is a good fit for how CIT operates, and the Process Coordinator takes care of its day-to-day implementation.

Service Roles

Services operate in the space defined by the major processes. Put simply, a service is something customers would rather CIT do than do it themselves for reasons of economy, efficiency, or focus.

The Service Owner is responsible for the strategic direction of the service over its lifecycle. In some ways, the relationship of Service Owner and service is similar to the relationship between Process Owner and process. The Service Owner ensures the service is meeting customer needs, and is concerned with its business aspects, not technical operations and maintenance.

Services are grouped into service lines to prevent unnecessary or low-value duplication of service benefits. The Service Line Owner oversees the strategic value of the entire line, and assigns Service Owners and Managers to each service.

The Service Delivery Manager runs the technical side of a service, making sure it is operating smoothly and reporting and working problems when they occur. They are tasked with maintaining documentation and providing metrics.

IT Service Management Program Roles

IT Service Management Steering Committee This cross-divisional CIT group governs the strategic direction and execution of the overall program. It identifies and prioritizes possible improvements and shapes and guides the program to best meet the needs of various stakeholder groups.

IT Service Management Program Manager The Program Manager chairs the Steering Committee and supports efforts to fulfill the direction of CIT operational directors and the IT Service Management Steering Committee. The Program Manager oversees the roadmap and efforts to move the organization along the maturity path and helps put organizational goals into practice.