ITIL Roles in Service Delivery Contract

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Bex954
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Joined: Mon Nov 30, 2020 5:04 am

Mon Nov 30, 2020 5:37 am

Hi, we have recently moved from a pure Service Delivery Contract to one that requires much greater levels of collaboration and Authority engagement in the delivery of the IT Services. I have been trying to find an org chart or RACI Matrix that shows the typical ITIL roles that would sit within the Authority that those that would sit with the contractor.

To give a little perspective the contractor has over 400 staff working on the account. One particular ITIL role that has been subject to much discussion is that if Service Owner where reading all the ITIL guidance it is unclear if it should sit within the Authority or Contractor.

Any help or guidance would be greatly appreciated.


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