Roles

Front 1

Incident Manager

Back 1

is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.

Front 2

Problem Manager

Back 2

is responsible for managing the lifecycle of all Problems.

Front 3

Change Manager

Back 3

responsible for controlling the lifecycle of all
changes, enabling beneficial changes to be
made with minimum disruption to IT services

Front 4

Business Relationship Manager

Back 4

is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.

Front 5

Project Manager

Back 5

is responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates.

Front 6

Service Level Manager

Back 6

* is responsible for negotiating Service Level Agreements and ensuring that these are met.
* He makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

Front 7

Service Owner

Back 7

is responsible for delivering a particular service within the agreed service levels.

Front 8

Supplier Manager

Back 8

is responsible for ensuring that value for money is obtained from all suppliers.

Front 9

Demand Manager

Back 9

is responsible for understanding, anticipating and influencing customer demand for services.

Front 10

Financial Manager

Back 10

is responsible for managing an IT service provider's budgeting, accounting and charging requirements.