IT Service Management Roles and Responsibilities

by Kishan Tambralli

“IT Service Manager” is accountable for IT services overall. The criterion as such sets transparent requirements that must be achieved by the organization. 

ITIL Service Management Processes, ITSM, ITSM processes

ITSM Service Management Processes

Differentiation between ITIL and ITSM:

Information Technology Infrastructure Library is the most recognized and approved body of IT Service Management. ITSM establishes ITSM:

  • “Implementation and administration of quality IT services that meet the requirements of the organization. ITSM is carried out through a right combination of individuals, methods, techniques, and Information Technology by IT Service Providers.”
  • ITSM is a superior structure that directs how ITSM can be supplied. Though there are several frameworks and procedures that determine IT Service Management, ITSM is extensively approved and accepted globally.

 Roles and Responsibilities of ITSM Service Managers:

IT Service Management Roles and Responsibilities

Roles and Responsibilities of ITSM Service Managers

Roles and Responsibilities of IT Service Managers

  1. Service Requirements: These are clusters of policies for the provision of services. IT Service Manager ensures the identification, documentation, and implementation of service requirements (once the service is in the live environment). And it specifies IT organization know-how.
  2. Processes: The IT Service Manager aims to provide the processes essential to supply the services that are managed. Consequently, the IT Service Manager is required to assure that duties and responsibilities for the processes are determined and processes are established, executed, and improvised.
  3.  Assets: There are plenty of resources required to deliver the services. The IT Service Manager is required to assure that they are appropriately managed in a view to implementing a set of requirements (for instance: contractual commitment towards the customers). In fact, it means to supply services as discussed in the Service Level Agreement (SLA) by abstaining from firefighting activities.
  4. Reporting: A significant set of responsibilities of the IT Service Manager. Firstly, the IT Service Manager is required to know the performance of the IT organization. Furthermore, the higher-level management desires to have an overview of the performance of services. In addition, the top management requires knowing which opportunities for improvement that is proposals are available. Thus the IT Service Manager is required to produce reports to achieve those requirements.
  5. Communication: The perplexity of an IT organization can increase due to the rise of supported services, the ensuing technology, and personnel involved in the process. To ensure all the appropriate information is shared and communicated, the IT Service Manager needs to assure that information is communicated and shared (for instance information required to determine or support the service, reports, amplification, etc.) as well as proper communication tools are accessible.