👥 People & Roles — ITIL 4 & 5 Practices
Core ITIL 4 Roles
Practice Owner
- Accountable for the overall health and fitness of a practice
- Ensures the practice is suitable, effective, and continuously improved
- Owns practice documentation, toolset configuration, and training content
- Represents the practice in governance forums
Practice Manager
- Day-to-day operational management of the practice
- Monitors practice KPIs and SLAs
- Manages the practice team and capacity planning
- Escalation point for process-level issues
Service Owner
- Single point of accountability for an end-to-end service
- Owns the Service Level Agreement and service roadmap
- Coordinates across practices to ensure service delivery
- Represents the service to business stakeholders
Service Level Manager
- Negotiates and manages SLAs, OLAs, and underpinning contracts
- Monitors service performance against agreed targets
- Produces service performance reports
- Facilitates service review meetings
Configuration Manager (Service Configuration Management)
- Maintains the Configuration Management Database (CMDB)
- Defines CI naming conventions, classification, and attribute standards
- Governs CI lifecycle from discovery through decommission
- Audits CMDB accuracy quarterly
ITIL 5 Evolving Roles
| Traditional Role | ITIL 5 Evolution |
|---|---|
| Service Desk Agent | AI-Augmented Experience Specialist |
| Change Manager | Continuous Delivery Enabler |
| Problem Manager | Predictive Reliability Engineer |
| Knowledge Manager | AI Knowledge Curator |
| Availability Manager | SRE / Platform Reliability Lead |
Workforce & Talent Management
ITIL 5 emphasises that the workforce must continuously evolve. Key competencies:
| Domain | Skills in Demand |
|---|---|
| AI & Automation | Prompt engineering, ML model evaluation, RPA configuration |
| Data & Analytics | Service analytics, observability, AIOps |
| Cloud & Platform | IaC, Kubernetes, FinOps |
| Human Skills | Empathy, stakeholder management, facilitation |
| Security | Zero-trust, DevSecOps, threat modelling |
Downloadable Resources
| Resource | Format | Download |
|---|---|---|
| RACI Matrix Template | Word | ⬇ Download |
| ITIL Implementation Tracker | Excel | ⬇ Download |
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