👥 People & Roles — IT Service Management
Core ITSM Roles
IT Service Manager / Head of ITSM
- Owns the overall ITSM strategy and operating model
- Ensures ITSM practices are aligned to ITIL 4 and business objectives
- Chairs the Service Management Forum / Steering Committee
- Approves major process changes and tooling investments
Service Owner
- Accountable for end-to-end delivery of a specific IT service
- Owns the service roadmap, backlog, and service review meetings
- Single escalation point for service performance issues
- Negotiates SLAs with business and OLAs with internal teams
Service Level Manager
- Manages the SLA lifecycle: draft, negotiate, monitor, review
- Produces monthly service performance reports
- Identifies breaches and initiates improvement actions
- Maintains the SLA register and renewal calendar
Service Catalogue Manager
- Owns the service catalogue (business and technical)
- Ensures all live services are documented with accurate metadata
- Coordinates new service onboarding and retirement
- Keeps catalogue aligned with CMDB
Configuration Manager (CMDB)
- Governs CI (Configuration Item) standards, naming, and attributes
- Manages CI lifecycle from request through decommission
- Conducts quarterly CMDB accuracy audits
- Integrates discovery tools with the CMDB
IT Asset Manager
- Tracks hardware and software assets throughout their lifecycle
- Manages software licence compliance and audit readiness
- Coordinates with procurement for new asset acquisition
- Produces asset utilisation and optimisation reports
Service Desk Manager
- Manages the service desk team: staffing, shifts, escalation paths
- Sets and monitors first-contact resolution (FCR) and customer satisfaction (CSAT) targets
- Owns service desk tooling configuration and knowledge base
- Interfaces with Problem Management for recurring issue patterns
RACI Matrix
| Activity | IT SM | Service Owner | SLM | Catalogue Mgr | Config Mgr | Asset Mgr | SD Mgr |
|---|---|---|---|---|---|---|---|
| Define service | A | R | C | C | C | I | I |
| Negotiate SLA | C | A | R | I | I | I | C |
| Publish service catalogue | I | C | C | A/R | C | I | I |
| CMDB governance | I | C | I | C | A/R | C | I |
| Asset audit | I | I | I | I | C | A/R | I |
| Service review meeting | A | R | R | I | I | I | C |
| Continual improvement | A | R | R | C | C | C | R |
R = Responsible · A = Accountable · C = Consulted · I = Informed
Downloadable Resources
| Resource | Format | Download |
|---|---|---|
| RACI Matrix Template | Word | ⬇ Download |
| Service Charter | Word | ⬇ Download |
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