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ITIL® 4 and the Evolving Role of Roles

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 and less structured than most companies h...

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 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...