From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

Service management roles - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service management roles

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- [Instructor] Your ITIL Foundation course also covered the accountabilities and responsibilities of three process-related roles: the process owner, process manager, and process practitioner, as well as the service owner role. It also covered the responsible, accountable, consulted, and informed, or RACI, model used for identifying the correct level of involvement for roles against activities. Key questions to ask around service management roles include, who is accountable and responsible for the roles in your organization, and do you have the right level of involvement for people in activities? In other words, are you underinvolving people who should be consulted and are simply informed after the fact, or are you overinvolving people in activities, where all they need to be is informed?

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