Title: ITIL Roles | IT Process Wiki
Headings: ITIL Roles
ITIL Roles
Contents
Popular ITIL roles
Incident Manager
Problem Manager
Change Manager
Business Relationship Manager
Project Manager
Service Level Manager
ITIL 4 roles
ITIL roles and responsibilities
ITIL roles - Service Strategy
Business Relationship Manager
Demand Manager
Financial Manager
IT Steering Group (ISG)
Service Portfolio Manager
Service Strategy Manager
ITIL roles - Service Design
Applications Analyst
Availability Manager
Capacity Manager
Compliance Manager
Enterprise Architect
Information Security Manager
IT Service Continuity Manager
Risk Manager
Service Catalogue Manager
Service Design Manager
Service Level Manager
Service Owner
Supplier Manager
Technical Analyst
ITIL roles and boards - Service Transition
Application Developer
Change Advisory Board (CAB)
Change Manager
Configuration Manager
Emergency Change Advisory Board (ECAB)
Knowledge Manager
Project Manager
Release Manager
Test Manager
ITIL roles and boards - Service Operation
1st Level Support
2nd Level Support
3rd Level Support
Access Manager
Facilities Manager
Incident Manager
IT Operations Manager
IT Operator
Major Incident Team
Problem Manager
Service Request Fulfilment Group
ITIL roles - Continual Service Improvement
CSI Manager
Process Architect
Process Owner
ITIL roles outside the IT organization
Customer
Service User
Documenting ITIL roles and responsibilities: The RACI-Matrix
Roles in previous ITIL versions
Roles within Service Support
Roles within Service Delivery
ITIL V2 Bodies
Roles outside of IT Service Management
Notes

Content: ITIL Roles | IT Process Wiki
ITIL Roles
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ITIL roles are used to define responsibilities. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions . Figure 1: ITIL Roles - Index (.pdf)
The role definitions suggested here are intentionally kept short, capturing the main characteristics of the key ITIL roles. Contents
1 Popular ITIL roles
2 ITIL 4 roles
3 ITIL roles and responsibilities
3.1 ITIL roles - Service Strategy
3.1.1 Business Relationship Manager
3.1.2 Demand Manager
3.1.3 Financial Manager
3.1.4 IT Steering Group (ISG)
3.1.5 Service Portfolio Manager
3.1.6 Service Strategy Manager
3.2 ITIL roles - Service Design
3.2.1 Applications Analyst
3.2.2 Availability Manager
3.2.3 Capacity Manager
3.2.4 Compliance Manager
3.2.5 Enterprise Architect
3.2.6 Information Security Manager
3.2.7 IT Service Continuity Manager
3.2.8 Risk Manager
3.2.9 Service Catalogue Manager
3.2.10 Service Design Manager
3.2.11 Service Level Manager
3.2.12 Service Owner
3.2.13 Supplier Manager
3.2.14 Technical Analyst
3.3 ITIL roles and boards - Service Transition
3.3.1 Application Developer
3.3.2 Change Advisory Board (CAB)
3.3.3 Change Manager
3.3.4 Configuration Manager
3.3.5 Emergency Change Advisory Board (ECAB)
3.3.6 Knowledge Manager
3.3.7 Project Manager
3.3.8 Release Manager
3.3.9 Test Manager
3.4 ITIL roles and boards - Service Operation
3.4.1 1st Level Support
3.4.2 2nd Level Support
3.4.3 3rd Level Support
3.4.4 Access Manager
3.4.5 Facilities Manager
3.4.6 Incident Manager
3.4.7 IT Operations Manager
3.4.8 IT Operator
3.4.9 Major Incident Team
3.4.10 Problem Manager
3.4.11 Service Request Fulfilment Group
3.5 ITIL roles - Continual Service Improvement
3.5.1 CSI Manager
3.5.2 Process Architect
3.5.3 Process Owner
3.6 ITIL roles outside the IT organization
3.6.1 Customer
3.6.2 Service User
4 Documenting ITIL roles and responsibilities: The RACI-Matrix
5 Roles in previous ITIL versions
6 Notes
Popular ITIL roles
Incident Manager
The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. [...] Problem Manager
The Problem Manager is responsible for managing the lifecycle of all Problems. His primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. [...] Change Manager
The Change Manager controls the lifecycle of all Changes. His primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services. [...]