Ensure adequate availability of all IT services. Develop and maintain an Availability Plan. Oversee availability monitoring and performance and report provision and advice. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Administration of all RFCs, preparation of RFCs for CAB meetings, communicate Change Schedule for Service Desk. Authorise (or reject) changes. this role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Chief Information Officer
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
CMS/Tools Administrator
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Configuration Administrator/Librarian
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Configuration Analyst
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Configuration Manager
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Contracts Manager
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Customer
Someone who buys goods or Services. The Customer of an IT Service Provider is the person or group who defines and agrees the Service Level Targets. the term Customers is also sometimes informally used to mean Users, for example "this is a Customer focused organization.
The Role or group that carries out Development work.
Emergency Change Advisory Board (ECAB)
(Service Transition) A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change.
(Service Operation) the first level in a hierarchy of Support Groups involved in the resolution of Incidents. Each level contains more specialist skills, or has more time or other resources.
Information Security Manager
Manage the entire security process, consult with senior management to agreed on the Information Security Policy and gain support. This role is not listed in the ITIL dictionary, but is listed here as a potential stakeholder.
An internal service provider that is embedded within a business unit e.g. one IT organization within each of the business units. the key factor is that the IT services provide a source of competitive advantage in the market space the business exists in.
IT Service Management Forum (itSMF)
The IT Service Management Forum is an independent organization dedicated to promoting a professional approach to IT Service Management. the itSMF is a not-for-profit membership organization with representation in many countries around the world (itSMF Chapters). The itSMF and its membership contribute to the development of ITIL and associated IT Service Management Standards. See https://www.itsmf.com/ for more information.
A formal group that is responsible for ensuring that Business and IT Service Provider Strategies and Plans are closely aligned. An IT Steering Group includes senior representatives from the Business and the IT Service Provider.
Process Manager
A Role responsible for Operational management of a Process. The Process Manager's responsibilities include planning and co-ordination of all Activities required to carry out, monitor and report on the Process. There may be several Process Managers for one Process, for example regional Change Managers or IT Service Continuity Managers for each data center. the Process Manager Role is often assigned to the person who carries out the Process Owner Role, but the two Roles may be separate in larger Organizations.
Process Owner
A Role responsible for ensuring that a Process is Fit for Purpose. the Process Owner's responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its Metrics. this Role is often assigned to the same person who carries out the Process Manager Role, but the two Roles may be separate in larger Organizations.
Release and Deployment Manager
Manage the release of changes and advises the Change Manager (as part of CAB) on release issues. this role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Second-line Support
(Service Operation) The second level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other resources.
Service Asset Manager
This role is not listed in the
Manage the entire security process, consult with senior management to agreed on the Information Security Policy and gain support. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Service Level Manager
Manages Service Catalog, SLAs and OLAs and ensures alignment of Underpinning Contracts, identifies and manages improvements to services and processes, analyzes and reports on Service Level Achievements. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Service Manager
A manager who is responsible for managing the end-to-end Lifecycle of one or more IT Services. the term Service Manager is also used to mean any manager within the IT Service Provider. Most commonly used to refer to a Business Relationship Manager, a Process Manager, an Account Manager or a senior manager with responsibility for IT services overall.
Service Owner
(Continual Service Improvement) A Role which is accountable for the delivery of a specific IT service.
Shared Service Providers
An internal service provider that provides shared IT service to more than one business unit e.g. one IT organization to service all businesses in an umbrella organization. IT services for this provide don't normally provide a source of competitive advantage, but instead support effective and efficient business processes across an organization. This role is not listed in the
Manage the entire security process, consult with senior management to agreed on the Information Security Policy and gain support. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Sub-contracted Supplier
This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
(Service Strategy) (service design) A Third Party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and Outsourcing Organizations.
Support Group
(Service Operation) A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes.
Technical specialists
Build, test and deploy the actual hardware and software components. This role is not listed in the
Manage the entire security process, consult with senior management to agreed on the Information Security Policy and gain support. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
Third Party
A person, group, or Business who is not part of the Service Level Agreement for an IT service, but is required to ensure successful delivery of that IT service. For example a software Supplier, a hardware maintenance company, or a facilities department. Requirements for Third Parties are typically specified in Underpinning Contracts or Operational Level Agreements.
Third-line Support
(Service Operation) The third level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other resources.
