This article was originally published in 2015. With the Introduction of ITIL 4, some of the concepts have changed in ways that are described below. ITIL 4 has also introduced new roles, as explained in our blog ITIL 4 and the Evolving Role of Roles.
Before we dive into the difference between these roles, let’s first look at a key update in ITIL 4 – the shift from processes to practices.
ITIL 4 has evolved to focus on holistic practices vs. isolated processes. By definition, a practice is a set of organizational resources designed for performing work or accomplishing an objective. For example, the purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. All organizations recognize the need to allocate resources to the management of incidents and mature their capabilities in that area.
In ITIL 4, each practice includes resources based on the four dimensions of service management shown in this image. ITIL 4 practices emphasize a more integrated approach to service management (i.e., recognizing the relationship that practices have with other practices) and the need to integrate practices into the organization’s value streams.
Another thing that is a bit different about ITIL 4 is that practices may include multiple processes, whereas earlier versions of ITIL typically defined a practice area as a single process. For example, there may be a process that focuses on establishing the practice, or periodically reviewing the practice (i.e., working on the practice), in addition to a process that focuses on executing the practice (i.e., working in the practice). This helps distinguish the work done by the Practice Owner and Practice Manager roles from the work done by Practice Practitioners.
One last thing that is different about ITIL 4 is that practices are no longer strictly aligned with stages of the service lifecycle, which has evolved to the service value chain (a component of the service value system) in ITIL 4. Practices can support multiple service value chain activities in the context of many different value streams.
For this reason, ITIL 4 has introduced standalone practice guides that provide the details of each practice. These practices are available online via the PeopleCert Plus subscription service. Note that practice guides do not describe practice management roles such as practice owner. They focus instead on the specialist roles that are specific to each practice, such as practice manager and practitioner roles. They also include guidance on organizational structures and teams.
Now, back to the original intention of the post...
Let’s clarify the roles of what were traditionally referred to as Process Owner, Process Manager and Process Practitioner, and how these roles have evolved in ITIL 4.
Roles and Responsibilities:
The Practice Owner (formerly referred to as Process Owner) is “Accountable” for ensuring the practice achieves its purpose and that stakeholders are satisfied. This individual is accountable for the overall design, performance, integration, and continual improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and that its performance aligns with the organization's needs and objectives. For example, the owner of the change enablement practice ensures the practice successfully balances the organization’s requirements in terms of effectiveness, throughput (the number of changes made and the speed of change realization), compliance, and risk control for all changes in the defined scope of the practice.
The practice owner represents the practice across the entire organization and is accountable to its stakeholders. As every ITIL 4 practice describes multiple processes that contribute to the fulfilment of that practice’s purpose, all defined processes are within the scope of the practice owner’s responsibility. Practice owners ensure that the processes associated with the practice are clearly defined, designed, and documented (check out our free process design templates!) and that all four dimensions of service management are considered. They establish the policies that govern the practice along with its practice success factors.
In reality, practice ownership (as described in ITIL 4) is what effective process owners have been doing for years. They ensure that all of the components of a practice’s processes, including process control, the processes themselves, including roles and metrics, and process enablers, are defined and managed (as shown in this image from earlier versions of ITIL).
They also ensure that technology is effectively leveraged, something that is emphasized in greater detail in ITIL 4. This emphasis recognizes the need to speed the flow of work in today’s high-velocity environments, while at the same time enabling consistency and stability.
Key skills and competencies for the practice owner role include:
- Excellent knowledge of the practice, its context, and emerging trends in the industry
- Excellent process engineering and continual improvement skills
- Good written and verbal communication skills
- Good knowledge of other ITIL management practices
- Good knowledge of the organization and its operating model, structure, and strategy
- Good knowledge of the organization’s product architecture
- Good knowledge of the policies and regulations applicable to the organization and relevant to the scope of the practice
- Good knowledge of the technologies used by the organization
- Good leadership skills
- Great management and facilitation skills
- Great understanding of measurement frameworks and the application of statistical analysis techniques to interpret process performance data
Practice Owners can be supported by practice managers (or practice coordinators). For example, the responsibility for the ongoing management of the practice might be delegated to Practice Manager(s) so that the Practice Owner can focus on the practice’s architecture, improvements, and effective integration into the organization’s service value system.
The Practice Manager (formerly known as Process Manager) is ‘Responsible’ for the operational (or day-to-day) management of the practice. This individual ensures that the process activities are carried out efficiently and effectively by supporting the practitioners performing the work of the practice.
This role and the Practice Owner role may be performed by the same person. Or responsibilities may be delegated to the Practice Manager by the Practice Owner. This role might also be performed by multiple individuals. For example, in a global enterprise, Process Managers might be designated for different regions of the world.
While a Practice Manager’s responsibilities will be unique to the practice itself, some common responsibilities that might be delegated to this role include:
- Managing practice resources (i.e., ensuring their availability)
- Monitoring and reporting on practice performance
- Identifying and initiating practice improvements
- Training and supporting practitioners
- Helping develop the organization’s expertise in the processes and methods of the practice
The Practitioner role is assigned to individuals who are ‘Responsible’ for carrying out the activities of the practice. They might also be asked to provide input, expertise, or feedback before a decision or action is taken (i.e., they might be ‘Consulted’). Simply put, these are the people who do the work associated with the practice. They follow established processes and policies and contribute to the realization of the practice’s objectives.
Practice Practitioner’s responsibilities will be aligned to the activities of one or more of the practice’s processes.
In the ITIL 4 Qualification Scheme, a Practice Manager designation is available for professionals who want to prove and validate their skills in specific practice areas. Each of the ITIL 4 Managing Professional and Strategic Leader courses also introduces a set of practices that are relevant to the focus of the course.
Click here to learn more about the ITIL 4 Qualification Scheme.
Relevant ITSM Academy certification courses include:
- Certified Process Design Engineer (CPDE)
- ITIL 4 Foundation (a prerequisite for all advanced ITIL 4 courses)
- ITIL Practitioner: Change Enablement
- ITIL Practitioner: IT Asset Management
- ITIL Practitioner: Monitor, Support and Fulfill
- ITIL Practitioner: ITIL 4 Practice Manager eLearning (15 titles available)
Our advisory services also include Process to Practice Workshops in which we help your team to successfully and rapidly assess and improve your selected service management practices.
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