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Confidentiality is reserved

Integrity of information reserved


ITIL Objective
Restore the service as soon as possible
while minimizing any negative effect on business
processes.
The Support Analyst manages the problem
resolution process for operational systems
to completion and reports on system availability
and compliance with agreed service levels.

Availability secured
Compliance with law and contracts

ITIL Objective:

The Software Architect role is responsible for the software


architecture, which includes the key technical decisions that
constrain the overall design and implementation for the project.

Software Architect
Support Analyst (Level 1)

Profile-IT Enabling Roles

ITIL Incident Management

The Technical System Administrator role maintains the


technical environment, including hardware, software, system
administration, user permissions, backup, and performance,
and is ultimately responsible for systems availability.

ITIL SECURITY MANAGEMENT

Response rate

Profile-IT Enabling Roles

Adherence to agreed service level

Technical Systems Administrator

Resolution rate
Cost of the process

ITIL Key Performance Indicators

Internal and external audit compliance

Customer satisfaction

Number of incidents
ITIL Key Performance Indicators
Degree of damage occurring during incidents
Process costs

Central point of customer contact with IS organization


Turning unknown errors into known errors

Prevent and reduce incidents and


provide quick resolution to ensure structured use
of resources.

Provide work around scenarios

Provide initial assessment of all incidents and attempt resolution from known solution knowledge base
ITIL Objective:

ITIL Definition:

Raise change requests (CR)

Keep users informed


Report on service support activities

The Support Analyst manages the problem


resolution process for operational systems
to completion and reports on system availability
and compliance with agreed service levels.

ITIL SERVICE DESK

ITIL Problem Management


Support Analyst (Level 2)

The Support Analyst Manage the problem


resolution processes for operational systems
to completion and report on systems availability
and compliance with agreed service levels.

Support Analyst (Level 1)

Profile-IT Enabling Roles


Profile-IT Enabling Roles

Reduction and absence of incidents

Increased customer satisfaction

Increased service availability and performance

Reduction in incident reports and complaints

Greater customer satisfaction

ITIL Key Performance Indicators

ITIL Key Performance Indicators

Cost of the process

Reduction in service cost


Improved coordination with internal and external parties

ITIL SERVICE SUPPORT

Provide up to date information on elements in use

Highly motivated service employees

ITIL Objective:

Draw up, monitor and control the


service level agreements and
their underlying service quality.

Manager Definitive Software Library (DSL)


ITIL Objective:

ITIL Configuration Management

Configuration Manager is responsible for providing a logical model of


the IT infrastructure by identifying, controlling, maintaining and verifying
the versions of all configuration items in existence for the organization.

Configuration Manager

ITIL Service Level Management

Profile-IT Enabling Roles

Completeness of data

ITIL SERVICE DELIVERY

Quality and currency of data

Profile-IT Enabling Roles

Service Level Manager

ITIL Key Performance Indicators

The Service Level Manager ensures that


the service targets are identified, agreed
and documented in Service Level Agreements
and monitors and review these with customers
of the service and solutions.

Extent of IT Service coverage

Degree of availability to other processes

Number of deviations from the agreed

Process costs

Customer satisfaction
The carry out of changes in a timely
manner with minimal risk and within
cost constraints

The business-process analyst is responsible for defining


the business process architecture, and for defining the
business processes, use cases and actors, and how they interact.

Service process costs


Ensure resource available to meet agreed
customer requirements economically.

Profile-IT Enabling Roles


ITIL Objective:

Systems Analyst

The Technical System Administrator role maintains the


technical environment, including hardware, software, system
administration, user permissions, backup, and performance,
and is ultimately responsible for systems availability.

Technical Systems Administrator


Test Analyst

ITIL Capacity Management


Software Architect

The Software Architect role is responsible for the software


architecture, which includes the key technical decisions that
constrain the overall design and implementation for the project.

Business Designer

The Software Architect role is responsible for the software architecture, which includes
the key technical decisions that constrain the overall design and implementation for the project.

The Tool Specialist is responsible for the tools supporting the


project and system like the development, configuration management,
knowledge, requirements management and other tools. This includes
selecting and acquiring tools. The Tool Specialist also configures and sets
up the tools, and verifies that the tools work.The tools include the platforms, utilities
and other application and architecture components that forms part of the system or its support.

Software Architect

The Technical Designer role is responsible for designing a part of the system,
within the constraints of the requirements, architecture, and development process for the project.

Technical Designer

ITIL PROCESS &


PROFILE-IT ENABLING ROLE MAP

Design and Implementation

User Interface Designer

The Database Designeris responsible for designing the


persistent data storage to be used by the system.
The Implementer/Programmer role is responsible for developing and testing components,
in accordance with the project's adopted standards, for integration into larger subsystems.
When test components, such as drivers or stubs, must be created to support testing,
the programmer is also responsible for developing and testing the test
components and corresponding subsystems.

Performance of services
Analysts

The Test Analyst role is responsible for identifying and defining the required tests,
monitoring detailed testing progress and results in each test cycle and evaluating
the overall quality experienced as a result of testing activities.
The role typically carries the responsibility for appropriately representing the needs of
stakeholders that do not have direct or regular representation on the project.

The User-Interface Designer coordinates the design of the user interface.


User-interface designers are also involved in gathering usability
requirements and prototyping candidate user-interface designs to meet those requirements.

Availability of service

ITIL Objective:

Business Process Analyst

The System Analyst role leads and coordinates requirements


elicitation and technical use-case specification by outlining the
system's functionality and delimiting the system; for example, identifying
what actors exist and what use cases they will require when interacting with the system.

The Business Designer is responsible for designing and specifying


a part of the business practice including the appropriate business processes,
tools / systems and organizational structure to be used.

ITIL Key Performance Indicators

Profile-IT Enabling Roles

Tools Specialist

Workload of IT services
Reserves
Number of bottlenecks

Database Designer

ITIL Key Performance Indicators


Capacity utilization rate
Cost and economic use of resources
Ability to meet deadlines for provision of capacity

Implementer/Developer

The Test Designer role is responsible for defining the test approach and ensuring its
successful implementation. The role involves identifying the appropriate techniques, tools
and guidelines to implement the required tests, and to give guidance on the corresponding
resources requirements for the test effort.

Ensure the availability of IT services as specified by the


customer in service level management.

ITIL Objective:
Test Designer

The Project Manager role plans, manages and allocates resources, sets priorities,
coordinates interactions with customers and users, and keeps the project team focused.
The Project Manager also establishes a set of practices that ensure the integrity
and quality of project artefacts.
The Change Control Manager role oversees the change control process
and the configuration management for the project artifacts, which the role
is also responsible for defining.

ITIL Change Management

Technical Systems Administrator

Project Manager

Profile-IT Enabling Roles


Managers

Change Control Manager

The Test Manager role is tasked with the overall responsibility


for the test effort's success. The role involves quality and test
advocacy, resource planning and management, and resolution
of issues that impede the test effort.
The Process Engineer is one of the support roles. Its main goal is to equip the project/solution
team with an efficient and lean development/solution implementation process, and to
ensure that the team members are not hindered in doing their jobs.

ITIL Availability Management

Tools Specialist

The Tool Specialist is responsible for the tools supporting the


project and system like the development, configuration management,
knowledge, requirements management and other tools. This includes
selecting and acquiring tools. The Tool Specialist also configures and sets
up the tools, and verifies that the tools work.The tools include the platforms, utilities
and other application and architecture components that forms part of the system or its support.

Productive time lost by users and IT resources

Test Manager

Income lost
Overtime supplemented for support teams

Process Engineer
ITIL Key Performance Indicators

Number of successfully introduced changes

Materials consumed
Penalty for contract non-performance

Ramifications of unsuccessful changes


ITIL Key Performance Indicators

Lost business opportunities

Process costs

Customer satisfaction impact

track record for meeting deadlines

Safeguarding the performance and continuation against any


eventualitybased on planning and preventative measures.

ITIL Objective:

Successful planning and control of hardware and software installations


The Deployment/Release Manager role is responsible for
planning the product's transition to the user community, ensuring
those plans are enacted appropriately, managing issues and monitoring progress.

The Technical System Administrator role maintains the


technical environment, including hardware, software, system
administration, user permissions, backup, and performance,
and is ultimately responsible for systems availability.

ITIL Objective:

ITIL Release Management


Deployment and Release Manager

Technical Systems Administrator


Profile-IT Enabling Roles

Profile-IT Enabling Roles

Process costs
Stability of solution
Number of fault free roll-outs

The Technical System Administrator role maintains the


technical environment, including hardware, software, system
administration, user permissions, backup, and performance,
and is ultimately responsible for systems availability.

The Software Architect role is responsible for the software


architecture, which includes the key technical decisions that
constrain the overall design and implementation for the project.

Software Architect
ITIL Key Performance Indicators

Number of errors found


Customer satisfaction with features and benefits

ITIL Service Continuity Management

Tools Specialist

The Tool Specialist is responsible for the tools supporting the


project and system like the development, configuration management,
knowledge, requirements management and other tools. This includes
selecting and acquiring tools. The Tool Specialist also configures and sets
up the tools, and verifies that the tools work.The tools include the platforms, utilities
and other application and architecture components that forms part of the system or its support.

Time delay and data loss in the event of situation


Investment and maintenance cost of recovery solution
ITIL Key Performance Indicators
Test successes
Process costs
ITIL Objective:

ITIL Financial Management

Profile-IT Enabling Roles

Economic control, financial planning, and cost accounting.


Financial Manager
Adherence to budget
Degree of cost coverage

ITIL Key Performance Indicators


Liquidity
Process costs