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ITIL Roles and Responsibilities

The acronym ITIL refers to the Information Technology Infrastructure Library. With the development of IT Service Management, also popularly known as ITSM skills, it is imperative that one of the most vital aspects to add include the kinds of job. Admittedly, it is obvious that one can't complete anything without the right people.

To offer clarity and assistance, ITIL provides several non-exclusive job sorts that are then material across its many ITSM procedures where these are explicit, as opposed to traditional tasks, which become explicit when associated with a specific ITIL process.

ITIL Roles and Responsibilities

1. ITIL Service Strategy Roles and Responsibilities

The primary aim in this ITIL Service Approach is to develop, build and select a strategy that serves the interests of the customers. This stage lay down and determines the services which the IT organization will provide and also what competencies need to be created, starting with an assessment of customer demands and the market environment. Its ultimate objective is to get the IT department to think and act strategically

  • Business Relationship Manager

The person holding this position is in charge of maintaining strong client relationships, understanding client requirements, and assuring that the service provider can address these demands with an adequate catalog of services. The person managing this role is expected to work collaboratively with the Service Level Manager

  • Demand Manager

To carry out the actions in the process of demand management, this particular job of Demand Manager has been created. Understanding, forecasting, and manipulating client requirement for services are included in the responsibilities of this role. The person managing this role is expected to work collaboratively with the Capacity Manager to guarantee that there is the capability to fulfill consumer demands.

  • Service Strategy Manager

To evaluate the service provider's offers, capabilities, rivals, and present and future market areas to design a customer-serving strategy. 

  • Financial Manager

The goal of this process is to keep track of the service provider's budgeting, accounting, and billing obligations. The Financial Manager is in charge of the budgeting, accounting, and pricing needs of an IT service provider.

Another aspect associated with this ITIL role and responsibilities is that the statements of accounts are distributed to management so that process managers may manage their own budgets. Furthermore, value-for-money analyses of all important operations, projects, and planned spending items are evaluated and reported on by the financial manager.

  • Service Portfolio Manager

The goal of this process is to keep track of the service portfolio. This job requires the manager to make sure that there is available necessary mix of services in place to achieve the desired business goals while maintaining a reasonable level of investment.

2. ITIL Service Design Roles and Responsibilities

This list includes all of the critical roles specified in the ITIL service design module. It is the goal of ITIL Service Design to create new IT services. The Service Design lifecycle stage covers the creation of new services as well as the modification and upgrading of existing ones.

  • Applications Analyst

The Applications Analyst is an Application Management position that oversees the lifetime of applications. For each significant application, there is usually an individual or a team to command this role. This function is critical in application-related areas of IT service design, testing, operation, and improvement. It's also in charge of honing the skills needed to run the programs needed to supply IT services.

  • Availability Manager

All elements of IT service availability must be defined, analyzed, planned, measured, and improved by the Availability Manager. He is in charge of ensuring that all IT infrastructure, procedures, tools, and responsibilities are appropriate for the agreed-upon availability service level objectives.

  • Capacity Manager

It is required by the person taking up this role to make sure that services and infrastructure can meet agreed-upon capacity and performance goals in a way that is both cost-effective as well as not too time-consuming. He examines the resources needed to offer the service and makes business strategies for not just short term but also for medium-run as well as long-term.

  • Service Design Manager

The person holding this role is in charge of creating high-quality, secure, and durable designs for new or updated services. This covers the creation and upkeep of all design documentation.

  • Enterprise Architect

The Enterprise Architect (EA) is in charge of managing the EA which is a description of a company's critical components and their interrelationships. Specialist EA jobs such as Business Architect, Application Architect, and Information Architect may be introduced in larger businesses.

  • Information Security Manager

The person holding this position is in charge of maintaining the security of the firm regarding matters of confidentiality. The manager is supposed to ensure integrity as well as the availability of the assets, information, data, and IT services of a business. He is generally involved in an organizational approach to security management that extends beyond the IT service provider and involves document handling, building access, and phone calls for the entire firm.

  • Compliance Manager

The person handling this job is required to make sure that policies and procedures are followed, as well as ensure correct, consistent accounting and other processes are used. This involves making certain that all exterior legal obligations are met.

  • IT Service Continuity Manager

The individual in this job is in charge of resolving risks that might have a substantial effect on IT services. By the way of lowering the risk to a tolerable level and planning for the recovery of IT services, the person holding this position ensures that the IT service provider will be able to meet the minimum agreed-upon service levels in the case of a disaster.

  • Risk Manager

The person holding this role is in charge of finding, evaluating, and managing risks. This entails determining the value of assets to the company, identifying risks to those assets, and determining the vulnerability of each asset to those threats.

  • Service Catalog Manager

The person holding this role is in charge of keeping up the Service Catalog in proper condition – which means making sure that all of the information included within it is correct and latest with all the updates incorporated.

  • Service Level Manager

Negotiating and enforcing Service Level Agreements is the responsibility of the Service Level Manager. He ensures that the ITSM, Operational Level Agreements (OLAs), and Underpinning Contracts are appropriate for the service level objectives that have been agreed upon. The person holding this role also keeps track of service levels and reports on them.

  • Service Owner

This person is in charge of ensuring that a certain service is delivered within the agreed-upon service requirements. When negotiating OLAs, he usually functions as the Service Level Manager's counterpart.

Frequently, the Service Owner will be in charge of a group of technical experts or an internal support unit.

  • Supplier Manager

This role demands the concerned person-in-charge to be responsible for making sure that all suppliers provide good value for money. He ensures that supplier contracts support the business's needs. Additionally, it is required to ensure that all suppliers fulfill their contractual obligations.

  • Technical Analyst

Under this job, Technical Management is required to arrange for technical expertise & assistance for IT infrastructure management. For each significant technological area, there is usually one team of analysts or an individual technical analyst.

This position is critical in the technical elements of IT service design, testing, operation, and improvement. It's also in charge of fostering the skills needed to run the IT infrastructure.

3. ITIL Service Transition

The prime objective at this stage of ITIL Service Transition is to create and deliver IT services. This also includes carrying out the changes to services and service management procedures in a coordinated fashion throughout the lifecycle of this particular stage.

  • Project Manager

The person handling this role is in charge of planning, managing, and scheduling the resources needed to launch significant releases within the projected cost, time, and quality estimates.

  • Change Manager

The person handling this ITIL role is in charge of overseeing the lifetime of all Changes. His major responsibility is to ensure that good changes may be implemented with little interruption to IT services. Before continuing with any significant/major changes, the Change Manager must obtain approval from the Change Advisory Board (CAB).

  • Change Advisory Board (CAB)

This Board consists of a group of individuals (often key stakeholders) that advise the Change Manager on the evaluation, prioritizing, and scheduling of changes. This board is often made up of members from all parts of the IT organization, including the company, the IT Department, and third parties such as suppliers.

  • Emergency Change Advisory Board (ECAB)

This is a subgroup of the CAB that makes high-impact and emergency changes decisions. Members of the ECAB are normally chosen dynamically when a meeting is called, and their membership is determined by the nature of the concerned emergency/crisis change.

  • Configuration Manager

This position demands the person holding it to be in charge of preserving accurate information about Configuration Items (CIs) used to provide IT services. He must also maintain a logical model that contains the components of the IT infrastructure (CIs) and their relationships.

  • Release Manager

The Release Manager is in charge of planning and overseeing the deployment of Releases to test and live environments. The major responsibility is to maintain the integrity of the live environment and to release the proper components.

  • Test Manager

The Test Manager is in charge of verifying that the distributed releases and the associated services fulfill customer expectations, as well as guaranteeing that the IT operations department is capable of supporting the new service.

  • Knowledge Manager

The major responsibility of the person commanding this role is to guarantee that the IT organization can acquire, evaluate, store, and distribute knowledge and information. His main goal is to increase efficiency by eliminating the need to relearn knowledge.

  • Application Developer

The Application Developer is in charge of developing and coding apps and systems that offer the necessary functionality for IT services. His responsibilities include the creation and maintenance of bespoke applications/software, as well as the customization of goods acquired from software providers.

4. ITIL Service Operation

The aim here is to make sure the successful and efficient delivery of IT services by completing and properly addressing the requests from customers and users, properly dealing with the service issues, troubleshooting, while also performing normal operational duties.

  • IT Operations Manager:

An IT Operations Manager is in charge of a variety of Service Operation Processes and Functions.

  • IT Operators:

IT Operators are the employees who handle the day-to-day operations of information technology. Their tasks include doing backups and restores, ensuring that planned jobs are completed, installing software, and installing standard data center equipment.

  • 1st Level Support:

This team is responsible for registering, categorizing, and prioritizing incoming incidents, as well as taking prompt action to fix reinstate a failing IT service as soon as feasible. If an impromptu solution cannot be given, the problem will be escalated to demand the attention of applicable specialists to the incident. Furthermore, this team is in charge of processing Service Requests and informing users about the progress of their Incidents at pre-determined intervals.

  • Second-Level Support:

The 2nd Level Support team handles incidents that cannot be handled by the 1st Level Support team right away. If necessary, it will seek external assistance, such as from software or hardware makers (3rd Level Support). This role's primary goal is to restore a failing IT service as soon as feasible. If no resolution is discovered, the Incident is transferred to the Problem Management group by the 2nd Level Support.

  • Incident Manager:

The Incident Manager is in charge of the proper execution of the ITIL Incident Management procedure and the associated reporting. He is the first level of escalation for any incidents that cannot be resolved within an agreed-upon Service Level.

  • Major Incident Team:

This constitutes a team formed with dynamism and includes technical professionals as well as IT managers who work together to resolve major incidents. Typically, this team works under the direction of the Incident Manager.

  • Service Request Fulfillment Groups:

Service Request Fulfillment Groups are teams that specialize in completing specific sorts of Service Requests. Simpler requests are often handled by 1st Level Support, while more complicated ones are routed to specialist Fulfillment Groups.

  • Problem Manager

The primary responsibility of the Problem Manager is to manage the lifetime of all problems. He is in charge of avoiding Incidents from occurring and minimizing the consequences of Incidents that cannot be avoided. To do this, he also keeps track of known errors and workarounds.

  • Access Manager

The Access Manager is in charge of allowing authorized users access to a service while prohibiting non-authorized users from accessing it. The Access Manager is primarily responsible for carrying out the organizational policies outlined in Information Security Management.

  • Service Desk Manager:

A separate Service Desk Manager is employed in certain bigger organizations to supervise the Service Desk. Under the guidance of the Incident Manager, they are in-charge of handling the service desk.

  • Technical Analyst:

This job requires the manager to look after the provision of technical expertise as well as any assistance that may be required for IT infrastructure management. For each significant technological area, there is usually an individual or a team to command this role. A Technical Analyst is responsible for the technical elements of creating, testing, running, and upgrading IT systems. This person is also in charge of creating the skills required to run the IT infrastructure.

  • Facilities Manager

The concerned person is in charge of managing the upkeep of the facilities in terms of the physical environment in which the infrastructural aspects of the IT setup are housed. This comprises areas such as electricity, cooling, fire safety, building access control, and environmental monitoring.

  • Application Analyst

This is a role pertaining to the management of applications. In this job, the person is in charge of overseeing applications across their lifespan. For each significant application, one position in this regard is usually required. An application analyst is responsible for the application-related parts of the process of creating, managing, testing, and enhancing the services. This function is moreover in charge of skill-building which is required to run the programs used to provide IT services.

5. Continual Service Improvement

In order to learn from past achievements and mistakes, the Continual Service Improvement approach employs quality management methodologies.

  • CSI Manager

This role stands for Continual Service Improvement and the person handling this role is in charge of managing and improving ITSM procedures and IT services on a constant basis. This function is responsible for continuously measuring the service provider's performance, identifying opportunity areas, and designing enhancements accordingly so that there is increased and enhanced efficiency as well as effectiveness in terms of costs.

  • Process Owner

This person is in charge of making sure that a process is suitable for its purpose. Process Owners are responsible for the design, sponsorship, ongoing upgrades, and associated KPIs. Larger businesses often treat Process Owners in a different role from Process Managers and employ different employees for positions accordingly. In this case, the Process Manager is often in charge of the operational administration of a process.

  • Process Architect

This person is in charge of keeping the Process Architecture up to date (a part of the Enterprise Architecture). This person is also in charge of coordinating all process modifications and ensuring that all processes function in unison. Process Architects also assist all parties engaged in the management and improvement of processes, particularly Process Owners. This function is sometimes combined with the role of EA in some businesses.

6. ITIL roles outside of the IT organization

Customers and Service Users constitute to be two other ITIL roles and responsibilities outside an IT organization. The entity that determines and decides on service level objectives is referred to as an IT service provider's customer. Additionally, a service user is a person who utilizes one or more IT services on a daily basis. There is an important distinction between service users and customers while service users use the IT services directly, not all customers do so. 


Simpliaxis is one of the leading professional certification training providers in the world offering courses related to IT service management (ITSM). We offer ITIL 4 Foundation Certification Training  to both individuals and corporate groups through instructor-led classroom and online virtual sessions.



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