Summary

In this chapter we discussed the key roles involved in successful service management. We considered the importance of the process owner is ensuring that the process is (and remains) fit for purpose. The importance of the process manager and process practitioner in actually carrying out the process as defined by the process owner were also examined. Finally we looked at the role of the service owner in providing a single point of focus and accountability for a service. Defining these roles and allocating them to individuals is an important element of service management. Using the RACI matrix explained in this chapter enables an unambiguous definition of roles and responsibilities in each process, and ensures that accountability is clearly defined.

In this chapter we also considered the skills and competencies that are required and the ITIL qualification structure.