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

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles.

Updated Definitions in ITIL 4:

• Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives.

• Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work.

• Process Practitioner: Referred to as 'Practitioners' in ITIL 4, these individuals are responsible for performing specific activities within a practice. They follow the established procedures and guidelines to carry out their tasks and contribute to the practice's objectives.

Key Updates in ITIL 4:

• From Processes to Practices: ITIL 4 shifts focus from isolated processes to holistic practices that encompass governance, culture, and continual improvement. This change emphasizes a more integrated approach to service management.

• Service Value System (SVS): ITIL 4 introduces the SVS, which provides an end-to-end view of how demand is converted to value within an organization. It integrates various components, including practices, to ensure cohesive and effective service management.

• Guiding Principles: ITIL 4 outlines seven guiding principles to help organizations adopt and adapt service management practices effectively. These principles promote flexibility, collaboration, and a focus on value creation.

For a more comprehensive understanding of these roles and their alignment with ITIL 4, consider enrolling in updated training courses.

that reflect these changes.

Now, back to the original post...

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 (rules and governance) are defined. 

• Process Manager – Ensures that the process activities and procedures are being carried out on a day-to-day basis. This role has oversight over the practitioners to ensure that the work is performed.
• This role is sometimes combined and is fulfilled by the same individual that is the Process Owner. 
• Example: In a global enterprise you might have one Process Owner and then for each region a “Process Manager to ensure the process activities are being carried out.

• Practitioner – This role is the person or team that is assigned to carry out the activities. They are managed by the “Process Manager” and follow the process as defined by the “Process Manager”. These are the people that do the work. 
• Example: In our example above the practitioner would be the service desk agent that is following the process activities and procedures to close and incident.

A good resource for Generic Roles and Responsibilities can be viewed at ITSM Academy Presents on YouTube.

Want to learn more? Consider ITSM Academy's Certified Process Design Engineer (CPDE) course.