ITSM Consultant

Country/Region: IN

Requisition ID: 29707

Work Model:

Position Type:

Salary Range:

Location: INDIA - BENGALURU - WHITEFIELD SITE

Description:

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