Mapping Responsibilities Understanding ‘who does what’.
Achieving ITIL requires roles and responsibilities to be clearly defined.
Clarity on ‘who does what’ avoids confusion, variations in processes that ought to be consistent, and inefficiency in delivery of the service.
This is particularly important if roles and responsibilities need to change, as they often will when a service provider is aiming for the kind of best practice model specified in ITIL.
ITIL recognizes that each service provider may implement and allocate roles differently.
It does not specify how roles and responsibilities should be documented; matrices, in various forms can be used for this.
Techniques Matrices can be used to supplement job descriptions and process procedure documentation, see Tables 1-6 for examples.
Responsibility matrices provide a compact, concise and easily managed method of tracking who does what in each process and between processes, which is better than a large volume of text.
The examples given in Tables 1-6 are used by real service providers, and are tuned to their needs and environments.
They are included to illustrate the use of responsibility matrices and are not generic nor are they models for another service provider to adopt.
The examples included are samples from the service level management and service reporting processes.
In the example shown the service review is used to describe the customer’s future business plans and needs and the current operational service.
Each entry could be broken down further to lower levels of detail in a logical hierarchy to map onto a procedure or even to clarify responsibilities at work instruction level.
Matrices such as those in Tables 2-6 will help a service provider meet the ITIL requirements for competence, awareness and training.
Table1 – Key to abbreviations for Tables 2- 4 Abbreviation Role Description BRM Business Relationship Manager Person responsible for the relationship with the business.
Has overall responsibility for the relationship with the customer and for customer satisfaction.
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