ITSM Consultant

Area(s) of responsibility

ITSM Roles and Responsibilities
A Comprehensive Guide to Key Functions Within IT Service Management
ITSM comprises a range of roles, each with unique responsibilities. The following are core positions commonly found in ITSM frameworks:
•    Service Owner
•    Process Owner
•    Process Manager
•    Process Practitioner
•    Service Desk Manager
•    Service Desk Analyst
•    Incident Manager
•    Problem Manager
•    Change Manager
•    Configuration Manager
•    Release Manager
•    IT Operations Manager
•    Service Level Manager
•    Continual Service Improvement (CSI) Manager
Key Roles and Their Responsibilities
Service Owner
The Service Owner is accountable for a specific service within the organization. Their primary responsibility is to ensure that the service delivers value to its users and aligns with business objectives.
•    Define the service strategy and vision
•    Oversee the entire service lifecycle
•    Manage stakeholder relationships
•    Ensure continuous improvement of the service
•    Monitor service performance and report on KPIs
Process Owner
The Process Owner is responsible for the overall design, implementation, and improvement of a specific process within the ITSM framework.
•    Develop and maintain process documentation
•    Ensure the process meets business and compliance requirements
•    Train staff on process execution
•    Monitor process performance and drive improvements
Process Manager
The Process Manager executes the process as designed by the Process Owner, ensuring that all tasks are completed efficiently and effectively.
•    Oversee day-to-day process activities
•    Manage process practitioners and assign tasks
•    Escalate issues to the Process Owner as needed
•    Produce regular process performance reports
Process Practitioner
Process Practitioners are team members responsible for completing tasks within a specific process.
•    Follow process documentation and procedures
•    Record and track process activities
•    Provide feedback for process improvement
•    Escalate process-related issues when necessary
Service Desk Manager
The Service Desk Manager leads the service desk team, acting as a bridge between users and IT services.
•    Manage the daily operations of the service desk
•    Ensure prompt resolution of incidents and service requests
•    Monitor team performance and set targets
•    Develop training and support plans for analysts
Service Desk Analyst
Service Desk Analysts are the first point of contact for users experiencing IT issues.
•    Log and categorize incidents and service requests
•    Provide initial support and troubleshooting
•    Escalate complex issues to specialized teams
•    Maintain accurate records of all interactions