Skip to main content

The Role of Process Practitioner

ITIL has always emphasized the need for clearly defined roles for Process Owners and Process Managers. ITIL also speaks to the role of Service Owner, an individual who is accountable for and represents the the end-to-end service.   Within each process, there may also be roles that are designed to carry out certain process activities.

Successful service management dictates that specific individuals are assigned to specific roles with specific responsibilities for one or more processes.    But what about the rest of us?    Where do we fit into the service management program?  What role do we play? 
ITIL defines a key role for anyone that executes any activity within any process – the Process Practitioner.     
The Process Practitioner
  • Carries out one or more process activities
  • Understands how his or her role adds to value creation
  • Works with other stakeholders to ensure contributions are effective
  • Ensures inputs, outputs and interfaces for activities are correct 
  • Creates or updates activity-based records
Process practitioners can be internal or external staff, suppliers, consultants - even potentially users and customers.  They are the "doers" of the process and their activities may cross into multiple groups and multiple processes. 
However you choose to define your Process Practitioners, this role must be considered when designing, implementing and managing your processes.  The inclusion of a Process Practitioner role should also help organizations build and manage a RACI matrices. If you recall, a RACI model maps roles and responsibilities to tasks or activities.   Leveraging the Process Practitioner role at the highest RACI level can determine workloads and potentially identify process bottlenecks.

Interested in learning how to make your processes more lean and agile?  Check out ITSM Academy's Certified Agile Process Owner (CAPO).  

Comments

Unknown said…
Thanks! My ITIL Foundation 2011 course just showed an slide titled a "Practioner's Responsibilities". It had no intro, no background, not in the glossary, etc. It was just there, after Process Manager. It was only linked to Service Design by the fact of being in that Module of the book. Can't find it in the hundreds of ITIL charts I've seen. Your site gave me what I needed.

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

ITIL 4 – Mapping the Customer Journey

All service providers are in the business of customer and user experience. It is not enough to compete on products and services, how services are delivered is as important as what is delivered.

The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers. In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain.

The customer journey begins by understanding the overall macro-level of steps or groups of activities that generate the need for interaction between the customer and the service provider. These activities begin at “Explore” and end with “Realize” where the value is actually being consumed by the end-users.
The Band of Visibility