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Summary. A number of new roles have been discussed in this chapter

IT Service Continuity Management | Change, Release and Deployment Management | Knowledge Management | CSI activities and skills required | Service Manager | CSI Manager | Service Owner | Service Knowledge Management | Reporting analyst | The authority matrix |


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A number of new roles have been discussed in this chapter. These new roles are the embodiment of the concepts of a service-oriented organization. To run a traditional IT organization focusing on technical excellence, these roles will seem extraneous. To run a forward-thinking, service-oriented IT partner to the business, these roles are crucial. Improvement will not happen by itself. It requires a structured programme and mature processes. The roles shown below are responsible for that programme.

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