By Donna Knapp In the context of work, a role is typically defined as a set of responsibilities, activities and authorities granted to a person or team. While a role can, at times, represent a full-time job, this is not always the case. In the course of our work, many of us play different roles (i.e., we wear different hats). For example, we may play different roles within our teams (e.g., team lead or team member), or within practices (or processes) (e.g., practice owner, process owner, or practice/process practitioner), or in the context of a framework or methodology (e.g., customer, user, or sponsor; or product owner, scrum master, or scrum team member). Roles are important because they provide greater flexibility than job descriptions, which are often bound to formalized performance plans and perhaps even to contracts. This flexibility is important because organizations are increasingly adopting operating models that are more evolutionary an...

I was recently asked to clarify the roles of the Process Owner, Process Manager, and Process Practitioner, and wanted to share with you information from our Certified Process Design Engineer (CPDE) class. Roles and Responsibilities : Process Owner – This individual is “Accountable” for the process. They are the go-to person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed, and documented ( check out our free process design templates !). They also 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 could be… “All Incidents must be logged”. Policies are rules that govern the process. The Process Ow...

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 Practit...