Supplier Manager (section 7.2) Major Incident Manager (section 8.1) Roles are associated with responsibility: if you fulfil a specific role, you have specific responsibilities to fulfil.
The standard focuses on the responsibilities of the service provider as an entity: except for where the five roles above are explicitly mentioned, the standard allows the service provider to divide those responsibilities according to the service provider’s discretion.
Some other entities called out by the standard in working with the service provider are: Customer Internal Group Supplier (Lead Supplier and Sub-Contracted Supplier) Some requirements will have shared responsibility between the service provider and one of these entities – mostly the customer. The best approach for identifying and developing roles is to utilize a RACI matrix.
Because the standard provides no role labels, the exercise requires utilizing existing role (job positions) within the organization, using other frameworks such as ITIL, or inventing names for the roles.
Roles would be listed as column headings in the table below. Focusing on individual processes, list the activities associated with the ISO requirements (use the list of activities in the Activities section).
The Business Relationship Management process will be used as an example of the exercise. Service Provider Customer Business Relationship Manager Change Management Service Level Management Identify and document all customers, users, and interested parties of the service. AR C CI
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