Service Maneger ? Is that a Role ?

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Ajoshi
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Sat Feb 04, 2017 3:42 am


I have been reading about ITIL terminologies like process owner / Process manager and Service Owner. Should "Service Manager" be considered as a Role as well ? If yes, what are the responsibilities ?[/quote]


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UKVIKING
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Sat Feb 04, 2017 3:53 am

The role Service Manager is in the ITIL Glossary

Go google it
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Change Management is POWER & CONTROL. /....evil laughter
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Ajoshi
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Sun Feb 05, 2017 3:21 am

Thanks . I did downloaded the glossary and it says , unlike concrete roles such as Process manager / Process owner / Service owner, Service manager is a generic term to identify a person with authority ! Seems like a an unclear entity to me :?
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UKVIKING
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Mon Feb 06, 2017 3:15 pm

Ajoshi

Yes. the service manager is a role. It is a generic term so that organisations can create roles based on the generic role

For example

Customer Service Manager focuses on Customer facing services

The term basicalls means some one who manages and control a service
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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mbfromit
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Tue Feb 07, 2017 11:25 am

The ITIL Framework defines the role in generic terms.
It is merely meant to be a "suggestion". That is, ITIL says "Hey, you should have someone 'Own' a process, and here is basically what it means to own a process, then you should have someone 'Manage' the process, and you should have someone actually carry out the process."

So from ITIL you get:
Process Owner - Sets policy and vision What should the process do?
Process Manger - Pays attention to the process KPIs 'how' is the
process doing? Is it living up to the "Owners"
vision?
Process Practitioner - Actually carries out the process activities.

Now here's the hard part. The Vision is different for every organization. The KPIs may be different for every organization, and the activities may be different for every organization.

So all ITIL gives you is the "Framework", that is it attempts to identify the ROLES that you then have to define. You do this by defining a Service Policy, Develop the Service Process, then identify the Service Procedures.

It's not this cut and dry but I think of it like this:
Owner = Policy
Manager = Process
Practitioner = Procedure

But you have to define what each ROLE actually does.
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UKVIKING
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Tue Feb 07, 2017 2:20 pm

ITIL is a set of advice on how to do IT Service Management effectively

that is all.

Unlike PRINCE2 for Project Mgmt
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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