Roles in ITIL, Explained


Roles in ITIL, Explained

ITIL or the Information Technology Infrastructure Library is a set of detailed IT service management practices that help in aligning IT services with your business needs. It describes general processes, procedures, tasks and checklists that can be implemented by an organization to establish an integration with the organization’s delivering value, strategy and level of competency.

ITIL roles define responsibilities and are used to assign the process owners to the various ITIL processes. They are also used to demonstrate responsibilities for the single activities by the detailed process descriptions.

Five ITIL Roles

ITIL roles are divided into five categories: service strategies, service design, service transition, service operation and continual service improvement.

1. Service Strategy

The roles in Service Strategy are defined to identify the strategic approach for the whole IT service lifecycle. Topics like service assets, service value definition, market analysis, business case development and service provider types are covered in this category.

2. Service Design

The Service Design roles provide good-practice guidance on how a planned service solution should interact with technology, larger business and technical environments, architecture required for the service, service management system required for supporting the service, processes interacting with the service and the supply chain required for supporting the planned service.

3. Service Transition

Service Transition roles relate to the delivery of services required by a business and also cover the topics like managing changes to the business as usual (BAU) environment.

4. Service Operation

Service Operation roles are designed to provide the best practice to achieve the delivery of the level of services that was agreed both to the customers and the end users. Delivery of services and value, application management, technical management, service desk, operations management, etc. are the functions of these roles.

5. Continual Service Improvement

These roles are helped to align and realign the IT services provided by an organization to the changing needs of the business by identifying and implementing improvements in the IT services that support the business processes.


Challenges with ITIL Implementation

There are various challenges that the ITIL Implementation has to face in the industry today.   These are some key points that lead to a failed implementation of ITIL processes and roles:

  • Failure in delivering services according to the commitment
  • Managers are unable to handle organizational changes
  • Interdependent processes are not clear to the process managers
  • The IT staff is unable to understand the task and its importance
  • Managers are unable to implement right project management methodology

The most important issues that hinder the process of implementing ITIL is the lack of skills among the process owners and lack of communication between them and their team. The issues are further enhanced when the process owner cannot appoint the right people for the right job, again due to the lack of skilled resources.

QuickStart – Transforming Career Growth 

If you are planning to work in the IT Service Management industry, getting certification for different levels and roles of ITIL by a trusted source will help you take your career prospects to new heights and ensure that you get a high level of understanding with in-depth knowledge about the opted training course.

Whether you are a student trying to understand the fundamentals of IT Service Management for a better career opportunity, a working professional looking for updating your skills for a better future or a process manager wanting to get a better understanding of the various processes so that you can smoothen the functioning ITSM, QuickStart has a training course and certification to help you achieve your goals.

The companies who are planning to implement IT Service Management in their organization can also get their existing staff trained in various aspects of ITIL and get a highly qualified workforce from the beginning of the process, maximizing their business.

QuickStart helps professionals and companies in flawless implementation of ITIL roles and smooth functioning of various IT Service Management processes by providing training related to each and every aspect of the trade. Enrolled students can also choose between self-paced online certification courses and training from live instructors.

QuickStart proudly boasts about its 200,000+ satisfied students and 100,000+ hours of in-depth, industry leading knowledge base. The students, who enroll in courses at QuickStart, experience personalized learning under the supervision of professional instructors and ITIL experts using a high impact instructional methodology in various areas related to ITIL and ITSM, which ultimately marks the difference between extra-ordinary and just-ordinary. 

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