Roles and responsibilities

There are many key roles for change management – process owner, process manager, and process practitioner. As we discussed in Chapter 5, there are common responsibilities for every process owner and process manager. There are some key responsibilities that the change management roles need to consider. The change management process owner needs to work very closely with the problem, incident, and request management process owners to document the policies related to prioritization and categorization. Putting together a consistent policy for these two elements of service management is critical to maintaining relationships between these processes. In addition, the change management process owner needs to establish the right metrics, based on the maturity of the process and the capabilities of the technology, to provide data for them. It is very important for the process owner to have measures that drive the right behavior and produce metrics that effectively...