Business models are fast changing. They no longer employ a single IT service provider for all their IT needs. Instead, IT responsibilities are shared between multiple suppliers, for example networks outsourced to Supplier A, infrastructure and datacenters to Supplier B… Continue Reading
Primarily, as per the ITIL service management framework, there are four key roles. Other roles that are identified in ITIL are derivatives of the roles that I am going to discuss today. Here are the roles that are key to… Continue Reading
ITIL broadly segregated the process-related and functional responsibilities to four distinct roles. Process Owner Process Manager Service Owner Process Practitioner The defined roles are mainly within the service provider organization. A number of offshoots of these roles are mentioned throughout… Continue Reading
A major part of the incident apart from diagnosing and resolving incident revolves around the communication activities between various parties. For starters, when an incident is notified, the service desk needs to notify the support teams. If the organization has… Continue Reading
Here is a video detailing the role of an incident manager and his responsibilities in an organization driven by ITIL principles.
A key performance indicator (KPI) for a process is an indicator that tells you how the process is running – whether it is going the way it was intended or not. For an incident manager too, there are KPIs that… Continue Reading