ITSM Consultant

23 hours ago

INDIA BENGALURU WHITEFIELD SITE IN Birlasoft Limited Full time ₹ 4,00,000 - ₹ 12,00,000 per year

ITSM Consultant

Area(s) of responsibility

ITSM Roles and Responsibilities
A Comprehensive Guide to Key Functions Within IT Service Management
ITSM comprises a range of roles, each with unique responsibilities. The following are core positions commonly found in ITSM frameworks:

• Service Owner

• Process Owner

• Process Manager

• Process Practitioner

• Service Desk Manager

• Service Desk Analyst

• Incident Manager

• Problem Manager

• Change Manager

• Configuration Manager

• Release Manager

• IT Operations Manager

• Service Level Manager

• Continual Service Improvement (CSI) Manager
Key Roles and Their Responsibilities
Service Owner
The Service Owner is accountable for a specific service within the organization. Their primary responsibility is to ensure that the service delivers value to its users and aligns with business objectives.

• Define the service strategy and vision

• Oversee the entire service lifecycle

• Manage stakeholder relationships

• Ensure continuous improvement of the service

• Monitor service performance and report on KPIs
Process Owner
The Process Owner is responsible for the overall design, implementation, and improvement of a specific process within the ITSM framework.

• Develop and maintain process documentation

• Ensure the process meets business and compliance requirements

• Train staff on process execution

• Monitor process performance and drive improvements
Process Manager
The Process Manager executes the process as designed by the Process Owner, ensuring that all tasks are completed efficiently and effectively.

• Oversee day-to-day process activities

• Manage process practitioners and assign tasks

• Escalate issues to the Process Owner as needed

• Produce regular process performance reports
Process Practitioner
Process Practitioners are team members responsible for completing tasks within a specific process.

• Follow process documentation and procedures

• Record and track process activities

• Provide feedback for process improvement

• Escalate process-related issues when necessary
Service Desk Manager
The Service Desk Manager leads the service desk team, acting as a bridge between users and IT services.

• Manage the daily operations of the service desk

• Ensure prompt resolution of incidents and service requests

• Monitor team performance and set targets

• Develop training and support plans for analysts
Service Desk Analyst
Service Desk Analysts are the first point of contact for users experiencing IT issues.

• Log and categorize incidents and service requests

• Provide initial support and troubleshooting

• Escalate complex issues to specialized teams

• Maintain accurate records of all interactions

Experience LevelMid Level

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