ITIL Insights: Who Does What in World-Class Service Management?

Welcome Back! In this episode of "The ITSM Practice," host Luigi Ferri explores the vital roles and responsibilities within ITIL 4 Service Management, emphasizing the transformation from a reactive to a proactive organizational stance. He delves into the importance of clear role definitions across three levels: sponsorship, expertise, and specialization, illustrating how these can enhance efficiency, reliability, and customer satisfaction in service management.
In this episode, we answer to: Why are roles and responsibilities critical in service management? How do clear roles at different levels (sponsorship, expertise, specialization) enhance service management? What are the real-world impacts of effective role execution in service management?
Resources Mentioned in this Episode: Rutgers Information Technology, article "Service Management: Definitions and roles for service management", link https://it.rutgers.edu/service-management/knowledgebase/definitions-and-roles/
Appmanager, article "IT Service Mgr Roles & Responsibilities: Make the Most of Your Role Today!", link https://www.appmanager.ai/unraveling-crucial-roles-responsibilities-it-service-manager
Oneio, article "Service Management Office (SMO) goals, roles and responsibilities in 2024", link https://www.oneio.cloud/blog/smo-goals-roles-and-responsibilities
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Credits: Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya