what is the distinction between an ITIL Service delivery manager and a Service manager. What are their separate duties and under which topic in either the life cycles modules or cabailities modules are thry described or spoken about?
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what is the distinction between an ITIL Service delivery manager and a Service manager. What are their separate duties and under which topic in either the life cycles modules or cabailities modules are thry described or spoken about?
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Hi Roy,
In version 3 of ITIL there are a number of roles described:
Service Owner - Accountable for a service
Service Manager - Responsible for the day-2-day running of a service
Process Owner - Accountable for a process
Process Manager - Responsible for the day-2-day running of a process
Process Practitioner - Responsible for specific tasks within a process
Continual Improvement Manager - Accountable for ensuring that ITSM is subject to Continual ImprovementITIL is a framework which should be adapted to suit each specific environment and as such each organisation is expected to created roles and responsibilities (and titles) to meet their specific needs. In ITIL 3 there is no distinction for a Service Delivery manager, so any role described as such would be created for a specific purpose by an organisation.
If we go back prior to 2007 and dip into ITIL 2, the the role of the Service Delivery Manager did exist. This was a role accountable for the day-2-day delivery of services.
Thanks very much
Jo -
Hi Jo,
Many thanks indeed for your response