Understand the roles and responsibilities of the service owner. The service owner is accountable for ensuring the delivery of the service. The service owner will liaise with process owners to ensure that the service is delivered to the highest standard possible.

Understand the roles and responsibilities of the process owner, the process manager, and the process practitioner. The process owner is accountable for ensuring the successful delivery of a process across all services and takes a lead role in ensuring that the process outcomes match the objectives. There may be several process managers for each process, each responsible for managing the day-to-day implementation of the process by the process practitioners in their own geographical or infrastructure area. The process practitioner is responsible for carrying out the process tasks under the direction of the process manager. One person may carry out more than one of these roles, although there is a danger that process control may not be as strong when this is the case, because of individuals being too close to the process to be objective. All roles have a responsibility to identify possible improvements in the process, but it is the process owner’s responsibility to evaluate them and implement the ones that have value.

Understand the purpose of the RACI model in defining roles and responsibilities within processes. Be able to explain the difference between Responsible, Accountable, Consulted, and Informed. Understand that only one person can be accountable for each activity and that every activity must have, as a minimum, a responsible and an accountable person.