Role definitions

It is important to identify and differentiate between two basic role groupings within CSI: production vs. project. Production roles focus on CSI as a way of life within an organization. These are permanent roles that deal with ongoing service improvement efforts. Typical roles are CSI manager, service manager, service owner, process owner, operations analyst, measurement analyst, reporting analyst and quality assurance analyst among many others. These roles can range from having responsibility for the day-to-day operations of the IT infrastructure through to defining strategies, designing and transitioning new or changed services to the production environment. Project roles reflect the more traditional approach to improvement efforts based on formal programmes and projects. Taking a leadership position in the creation and adoption of processes and services, this group includes roles such as executive sponsor, process owners, process design/implementation/re-engineering team members, process adviser and project manager among others.

The following key activities require clearly defined roles and responsibilities:

Key activities	Key roles
Collect data and analyse trends compared to baselines, targets, SLAs and benchmarks. This would include output from services and service management processes	CSI Manager, Service Manager, Service Owner, IT Process Owner
Set targets for improvement in efficiency and cost effectiveness throughout the entire service lifecycle	CSI Manager, Service Manager
Set targets for improvements in service quality and resource utilization	CSI Manager, Service Manager, Service Owner, Business Process Owner
Consider new business and security requirements	CSI Manager, Service Manager, Business Process Owner
Consider new external drivers such as regulatory requirements	CSI Manager, Service Manager, Business Process Owner
Create a plan and implement improvements	CSI Manager, Service Manager, Service Owner, Process Owner
Provide a means for staff members to recommend improvement opportunities	CSI Manager, Service Manager
Measure, report and communicate on service improvement initiatives	CSI Manager, Service Manager
Revise policies, processes, procedures and plans where necessary	CSI Manager, Service Manager
Ensure that all approved actions are completed and that they achieve the desired results	CSI Manager, Service Manager, Business Manager, IT Process Owner, Business Process Owner

Table 3.1 Key activities and roles assigned

Дата добавления: 2015-10-02