Roles and responsibilities

There are some key roles for request management: process owner, process manager, and process practitioner. As discussed in Chapter 5, there are common responsibilities for every process owner and process manager. There are some key responsibilities that the request management roles need to consider. For the request management process owner, this role needs to ensure that policies related to categorization and request models are clearly defined. The process owner will work with other process owners to develop a consistent policy for the categorization scheme. This ensures commonality across all request types and enables linking the request types where necessary. The process owner will document what is expected and required for a request model and develop templates that can be used to facilitate the creation of request models. In addition, the request management process owner needs to establish the right metrics based on the maturity of the process and the...