UsefulLinks
Business and Management
Management and Leadership
Specialized Management Areas
IT Service Management (ITSM)
1. Introduction to IT Service Management
2. ITSM Frameworks and Standards
3. Service Value System Components
4. ITSM Practices
5. Key ITSM Processes Deep Dive
6. ITSM Roles and Organizational Structure
7. ITSM Technology and Tooling
8. ITSM Implementation and Adoption
9. ITSM Measurement and Improvement
10. Emerging Trends in ITSM
6.
ITSM Roles and Organizational Structure
6.1.
Strategic Roles
6.1.1.
Service Owner
6.1.1.1.
Service Accountability
6.1.1.2.
Service Performance
6.1.1.3.
Service Improvement
6.1.2.
Process Owner
6.1.2.1.
Process Design
6.1.2.2.
Process Performance
6.1.2.3.
Process Improvement
6.1.3.
Business Relationship Manager
6.1.3.1.
Customer Relationships
6.1.3.2.
Business Requirements
6.1.3.3.
Service Portfolio
6.2.
Tactical Roles
6.2.1.
Service Manager
6.2.1.1.
Service Delivery
6.2.1.2.
Service Quality
6.2.1.3.
Service Reporting
6.2.2.
Process Manager
6.2.2.1.
Process Execution
6.2.2.2.
Process Monitoring
6.2.2.3.
Process Coordination
6.2.3.
Change Manager
6.2.3.1.
Change Assessment
6.2.3.2.
Change Authorization
6.2.3.3.
Change Coordination
6.3.
Operational Roles
6.3.1.
Service Desk Manager
6.3.1.1.
Service Desk Operations
6.3.1.2.
Staff Management
6.3.1.3.
Performance Management
6.3.2.
Service Desk Analyst
6.3.2.1.
Incident Handling
6.3.2.2.
Request Fulfillment
6.3.2.3.
Customer Communication
6.3.3.
Technical Analyst
6.3.3.1.
Technical Investigation
6.3.3.2.
Problem Resolution
6.3.3.3.
Technical Support
6.3.4.
Application Support Analyst
6.3.4.1.
Application Issues
6.3.4.2.
Application Maintenance
6.3.4.3.
User Support
6.4.
Governance Bodies
6.4.1.
IT Steering Committee
6.4.1.1.
Strategic Direction
6.4.1.2.
Investment Decisions
6.4.1.3.
Performance Review
6.4.2.
Change Advisory Board
6.4.2.1.
Change Assessment
6.4.2.2.
Change Authorization
6.4.2.3.
Change Scheduling
6.4.3.
Configuration Control Board
6.4.3.1.
Configuration Standards
6.4.3.2.
Configuration Changes
6.4.3.3.
Configuration Audits
Previous
5. Key ITSM Processes Deep Dive
Go to top
Next
7. ITSM Technology and Tooling