Roles and responsibilities

In understanding the implementation of best practices, it is essential to understand the key roles necessary to achieve positive results and the responsibilities and accountabilities for those roles. The following diagram, Figure 17.1, identifies some of the key roles needed in establishing a service management capability:

Figure 17.1 – A service management governance organization

First and foremost, this is not intended to be an organizational structure or plan. It is illustrative of the roles necessary to successfully implement a service management capability. It describes the levels of governance involved in implementing and sustaining a service management program. If you remember the foundation information presented in Chapter 6 through Chapter 15, governance is one of the service value system (SVS) elements and represents the controls, policies, and rules that will be applied to ensure an effective and efficient application...