Chapter 7

Service Design Roles

THE FOLLOWING ITIL FOUNDATION EXAM OBJECTIVES ARE COVERED IN THIS CHAPTER:

• Unit 7: Roles
  • 7-1. Account for the role and the responsibilities of the
    • Process owner
    • Process manager
    • Process practitioner
    • Service owner
  • 7-2. Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure
• Unit 9: Competence and training
  • 9-1. Competence and skills for service management
  • 9-2. Competence and skills framework
  • 9-3. Training

This chapter covers the people aspect of service design; specifically, we will be examining the various roles that are required to be carried out if this lifecycle stage is to deliver effectively. We will look at a method of showing these roles and the various levels of involvement in a process activity. Finally, we will look at how organizations can ensure that their staff can obtain the required skills to enable them to be effective.