RCV Roles and Responsibilities Tutorial

RCV Roles and Responsibilities

Welcome to lesson 9 of the ITIL Intermediate RCV tutorial, which is a part of the ITIL Intermediate RCV Foundation Certification course. This lesson deals with how service transition roles and responsibilities contribute to RCV practices.

Let us look at the objectives of this lesson.

Objectives

By the end of this ‘RCV Roles and Responsibilities’ lesson, you will be able to:

  • Define and discuss change management, release and deployment management, service validation and testing, service asset and configuration management, knowledge management, request fulfillment, and change evaluation roles/functions that are responsible for executing each step of the process.

So, let us begin with the first role that of a Service owner in the next section.

Service Owner Responsibilities (1 of 2)

Service owner is accountable for the delivery of a specific IT Service. Service Owners responsibilities include:

  • Ensuring that the on-going service delivery and support meet agreed on customer requirements

  • Working with business relationship management to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirements

  • Ensuring consistent and appropriate communication with customer(s) for service-related inquiries and issues

  • Assisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management process

  • Identifying opportunities for service improvements, discussing these with the customer and raising RFCs as appropriate

Let’s continue to discuss the roles in the next section.

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Service Owner Responsibilities (2 of 2)

The remaining responsibilities of Service Owner are:

  • Liaising with the appropriate process owners throughout the service lifecycle

  • Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance

  • Providing input in service attributes such as performance, availability, etc.

  • Representing the service across the organization

  • Understanding the service (components etc.)

  • Serving as the point of escalation (notification) for major incidents relating to the service

  • Representing the service in change advisory board (CAB) meetings

  • Participating in internal service review meetings (within IT)

  • Participating in external service review meetings (with the business)

  • Ensuring that the service entry in the service catalog is accurate and is maintained

  • Participating in negotiating SLAs and operational level agreements(OLAs) relating to the service

  • Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register

  • Working with the CSI manager to review and prioritize improvements in the CSI register

  • Making improvements to the service

Let us now proceed to discuss support or enable services.

Examples of Processes that Support or Enable Services (1 of 2)

Let us understand the processes that support or enable services.

  • Incident management is involved in (or perhaps chairs) the crisis management team for high-priority incidents impacting the service owned

  • Problem management plays a major role in establishing the root cause and proposes a permanent fix for the service being evaluated

  • Release and deployment management is a key stakeholder in determining whether a new release affecting service in production is ready for promotion

  • Change management participates in CAB decisions, authorizing changes to the services they own

  • Service asset and configuration management ensures that all groups which maintain the data and relationships for the service architecture they are responsible for having done so with the level of integrity required

We will discuss few more processes in the next section.

Examples of Processes that Support or Enable Services (2 of 2)

The few more processes that support the services are:

  • Service level management acts as the single point of contact for a specific service and ensures that the service portfolio and service catalog are accurate in relationship to their service

  • Availability management and capacity management reviews technical monitoring data from a domain perspective to ensure that the needs of the overall service are being met

  • IT service continuity management understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis

  • Information security management ensures that the service conforms to information security management policies

  • Financial management for IT services assists in defining and tracking the cost models about how their service is priced and recovered.

Moving on, let us learn about the roles and responsibilities of a Process owner.

Generic Process Owner Responsibilities

Process Owner is accountable for ensuring that a process is fit for purpose. Following are the generic responsibilities of a Process Owner:

  • Sponsoring, designing and change managing the process and its metrics

  • Defining the process strategy

  • Assisting with process design

  • Ensuring that appropriate process documentation is available and current

  • Defining appropriate policies and standards to be employed throughout the process

  • Periodically auditing the process to ensure compliance with policy and standards

  • Periodically reviewing the process strategy to ensure that it is still appropriate and change as required

  • Communicating process information or changes as appropriate to ensure awareness

  • Providing process resources to support activities required throughout the service lifecycle

  • Ensuring that process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process

  • Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process

  • Addressing issues with the running of the process

  • Identifying improvement opportunities for inclusion in the CSI register

  • Working with the CSI manager and process manager to review and prioritize improvements in the CSI register

  • Making improvements to the process.

Now, let us learn about the roles and responsibilities of a Process Manager in the next section.

Process Manager - Responsibilities

A Process Manager role is accountable for the operational management of a process. Let us see what are the generic responsibilities of a process manager:

  • Working with the process owner to plan and coordinate all process activities

  • Ensuring that all activities are carried out as required throughout the service lifecycle

  • Appointing people to the required roles

  • Managing resources assigned to the process

  • Working with service owners and other process managers to ensure the smooth running of services

  • Monitoring and reporting on process performance

  • Identifying improvement opportunities for inclusion in the CSI register

  • Working with the CSI manager and process owner to review and prioritize improvements in the CSI register

  • Making improvements to the process implementation

So far we discussed the roles and responsibilities of a Service owner, Process owner, and Manager. In the next section, let us discuss the roles of a Process Practitioner.

Process Practitioner - Responsibilities

A process practitioner is responsible for carrying out one or more process activities. The general responsibilities of a process practitioner are:

  • Carrying out one or more activities of a process

  • Understanding how their role contributes to the overall delivery of service and creation of value for the business

  • Working with other stakeholders, such as their manager, co-workers, users, and customers, to ensure that their contributions are effective

  • Ensuring that inputs, outputs, and interfaces for their activities are correct

  • Creating or updating records to show that activities have been carried out correctly

Next, we will learn about key roles or functions related to Transition planning and support.

Key Roles/Functions Related to Transition Planning and Support

Let us discuss the different roles related to the processes. Let’s start with the transition planning and support process.

Service Transition Manager

Many organizations will have a person with the job title ‘service transition manager.’ This job typically combines the roles of transition planning and support process owner and transition planning and support process manager.

Transition Planning And Support Process Owner

The responsibilities of this role include:

  • Carrying out the generic process owner role for the transition planning and support process

  • Setting the scope and policies for service transition

  • Overseeing the overall design of all service transition processes to ensure that they will work together to meet the transition needs of the business

Transition Planning And Support Process Manager

The responsibilities of this role include:

  • Carrying out the generic process manager role for the change management process

  • Managing and coordinating the functions that are involved in service transition

  • Budgeting and accounting for service transition activities and resources

  • Acting as the prime interface for senior management for service transition planning and reporting

  • Managing and coordinating requests for resources

  • Coordinating service transition activities across projects, suppliers and service teams (working with project managers and other personnel as required)

  • Ensuring that the final delivery of each service transition meets the agreed customer and stakeholder requirements specified in the service design package

Transition Planning And Support Practitioner

The responsibilities of this role include:

  • Maintaining and integrating plans for specific service transition

  • Maintaining and monitoring progress for service transition changes, issues, risks, and deviations; including tracking progress on actions and mitigation of risks

  • Maintaining records and providing management information on resource use, project/service transition progress, budgeted and actual spend

  • Communicating with stakeholders In last few sections we discussed the roles and responsibilities of Transition planning and Support process

In the coming sections, we will discuss the roles involved in the change management process.

Key Roles Functions Related to Change Management

Let us discuss the different roles related to the Change Management process.

Change management process owner

The responsibilities of this role are:

  • Carrying out the generic process owner role for the change management process

  • Designing change authority hierarchy and criteria for allocating RFCs to change authorities

  • Designing change models and workflows

  • Working with other process owners to ensure that there is an integrated approach to the design and implementation of change management, service asset and configuration management, release and deployment management, and service validation and testing.

Change management process manager

The responsibilities include:

  • Carrying out the generic process manager role for the change management process

  • Planning and managing support for change management tools and processes

  • Maintaining the change schedule and projected service outage

  • Coordinating interfaces between change management and other processes – especially service asset and configuration management and release and deployment management.

Change initiator

The responsibilities include:

  • Identifying the requirement for a change

  • Completing and submitting a change proposal if appropriate

  • Completing and submitting an RFC

  • Attending CAB meetings to provide further information about the RFC or change proposal if invited

  • Reviewing change when requested by change management, and specifically before closure.

Change practitioner

The responsibilities include:

  • Verifying that RFCs are correctly completed

  • Allocating RFCs to appropriate change authorities based on defined criteria

  • Submitting requests for evaluation to trigger the change evaluation process

  • Formally communicating decisions of change authorities to affected parties

  • Monitoring and reviewing activities of teams and functions that build and test changes to ensure that the work is carried out correctly. (This will be carried out as part of the release and deployment management process for a change that is part of a release.)

  • Publishing the change schedule and projected service outage and ensuring that they are available when and where needed.

Change authority

The responsibilities include:

  • Reviewing specific categories of RFC? Formally authorizing changes at agreed points in the change lifecycle

  • Participating in the change review before changes are closed

  • Attending CAB meetings to discuss and review changes when required.

As we see here that one of the roles of the change authority is to attend CAB meetings, let us understand the roles of responsibilities of CAB members in the next section.

CAB members

The roles and responsibilities are:

  • Participating in CAB meetings

  • Authority to represent a particular group or function

  • Preparing for CAB meetings by circulating RFCs within their own group and coordinating feedback

  • Reviewing RFCs and recommending whether they should be authorized

  • Reviewing successful and failed changes

  • Reviewing unauthorized changes

  • Reviewing the change schedule and providing information to help identify conflicts or resource issues

  • Reviewing the projected service outage and providing feedback on the impact of planned outages.

CAB Chairperson

The responsibilities include:

  • Deciding who should attend CAB meetings

  • Planning, scheduling, managing and chairing CAB meetings

  • Selecting RFCs for review at CAB meetings, based on the change policy

  • Circulating RFCs in advance of CAB meetings to allow prior consideration

  • Convening emergency change advisory board (ECAB) meetings for consideration of emergency changes

  • Selecting successful and failed changes for review at CAB meetings.

These were roles and responsibilities of change management process. Let us now move on to look into the similar roles and responsibilities in other processes.

Key Roles/Functions Related to Service Asset and Configuration Management

Now let’s see the responsibilities of different roles related to Service asset and configuration management process.

SACM process owner

The responsibilities are:

  • Defining the structure of the configuration management system, including CI types, naming conventions, required and optional attributes and relationships

  • Training staff in SACM principles, processes and procedures

  • Performing configuration audits.

SACM process Manager

The responsibilities include:

  • Carrying out the generic process manager role for the SACM process

  • Accountable to the organization for stewardship of fixed assets of the organization that is under the control of IT

  • Defining and agreeing on the service assets that will be treated as configuration items

  • Ensuring that configuration data is available when and where it is needed to support other service management processes

  • Planning and managing support for SACM tools and processes

  • Coordinating interfaces between SACM and other processes, especially change management, release and deployment management, and knowledge management.

Configuration Analyst

The responsibilities include:

  • Proposing scope for service asset and configuration management

  • Supporting the process owner and process manager in the creation of principles, processes, and procedures

  • Defining the structure of the configuration management system, including CI types, naming conventions, required and optional attributes and relationships

  • Training staff in SACM principles, processes and procedures

  • Performing configuration audits.

Configuration librarian

A configuration librarian is the custodian of service assets that are registered in the configuration management system.

The configuration librarian’s responsibilities typically include:

  • Controlling the receipt, identification, storage, and withdrawal of all supported CIs

  • Maintaining status information on CIs and providing this as appropriate

  • Archiving superseded CIs

  • Assisting in conducting configuration audits

  • Identifying, recording, storing and distributing issues relating to service asset and configuration management.

In the coming section, we will discuss the roles and responsibilities in the Release and deployment management.

Key Roles Functions Related to Release and Deployment Management

Let us start to discuss the responsibilities of different roles related to Release and Deployment Management.

Process Owner

The release and deployment management process owner’s responsibilities typically include:

  • Carrying out the generic process owner role for the release and deployment management process

  • Designing release models and workflows

  • Working with other process owners to ensure there is an integrated approach to the design and implementation of change management, service asset and configuration management, release and deployment management, and service validation and testing.

Process Manager

The Responsibilities of Release and deployment management process manager will include:

  • Carrying out the generic process manager role for the release and deployment management process

  • Planning and coordinating all resources needed to build, test and deploy each release, including resources from other functions such as technical management or application management

  • Planning and managing support for release and deployment management tools and processes

  • Ensuring that change authorization is provided before any activity that requires this, for example before a release is checked in to the definitive media library (DML) and before it is deployed to a live environment

  • Coordinating interfaces between release and deployment management and other processes, especially change management, SACM, and service validation and testing.

Release Packaging and Build Practitioner

The responsibilities of a release packaging and build practitioner typically include:

  • Helping to design the release package, during the service design stage of the service lifecycle, in conjunction with personnel from other teams and functions

  • Establishing the final release configuration, including knowledge, information, hardware, software, and infrastructure

  • Building the release

  • Testing the release by independent testing

  • Establishing and reporting outstanding known errors and workarounds

  • Providing input to support change authorization for check-in of the release to the DML.

Deployment practitioner

The responsibilities of a deployment practitioner include:

  • Helping to plan the deployment, during the service design stage of the service lifecycle, in conjunction with personnel from other teams and functions

  • Ensuring that all deployment activity has been authorized by change management

  • Carrying out the final physical delivery of the deployment

  • Coordinating release documentation and communications, including training and customer, service management and technical release notes

  • Providing technical and application guidance and support throughout the release process, including known errors and workarounds

  • Providing feedback on the effectiveness of the release

  • Recording and reporting deployment metrics to ensure that these are within agreed SLAs.

Early life support practitioner

An Early life support practitioner’s responsibilities include:

  • Providing IT service and business functional support from deployment to final acceptance

  • Ensuring delivery of appropriate support documentation

  • Providing release acceptance for the provision of initial support

  • Providing support to assist the service desk in responding to incidents and errors detected within a new or changed service

  • Adapting and perfecting elements that evolve with final usages, such as:

- User documentation

- Support documentation, including service desk scripts

- Data management, including archiving

  • Embedding activities for a new or changed service

  • Dealing with the final transition of the service to service operation and continual service improvement

  • Monitoring incidents and problems and undertaking problem management during release and deployment, raising RFCs as required

  • Providing initial performance reporting and undertaking service risk assessment based on performance.

So far we have discussed the roles involved in the SACM and RDM process. Let us now look at the roles involved in Service validation and testing process.

Key Roles Functions Related to Service Validation and Testing

The different roles related to this process are discussed below.

Service Validation and Testing Process owner

The service validation and testing process owner’s responsibilities typically include:

  • Carrying out the generic process owner role for the service validation and testing process

  • Defining the overall test strategy for the organization

  • Working with other process owners to ensure that there is an integrated approach to the design and implementation of change management, change evaluation, release and deployment management, and service validation and testing.

Service validation and testing process manager

The responsibilities of a service validation and testing process manager include:

  • Carrying out the generic process manager role for the service validation and testing process

  • Helping to design and plan testing conditions, test scripts, and test data sets during the service design stage of the service lifecycle, to ensure appropriate and adequate coverage and control

  • Allocating and overseeing test resources, ensuring that test policies are adhered to

  • Verifying tests conducted by release and deployment management or other teams

  • Managing test environment requirements

  • Planning and managing support for service testing and validation tools and processes

  • Providing management reporting on test progress, test outcomes, success rates, issues, and risks.

The Service validation and testing Practitioner

The responsibilities of a service validation and testing practitioner typically include:

  • Conducting tests as defined in the test plans and designs, and documented in the service design package

  • Recording, analyzing, diagnosing, reporting and managing test events, incidents, problems, and retest dependent on agreed criteria

  • Administering test assets and components.

Change management personnel

The responsibility of a change management personnel includes:

Ensures that tests are developed that are appropriate for the authorized changes, and that agreed testing strategy and policy are applied to all changes.

Developers or suppliers

A developer’s or a supplier’s responsibility typically includes:

Establish the root cause of test failures. For complex situations, this may require collaboration between testing staff and development, build or supplier personnel.

Service design personnel

The responsibility includes:

Designs tests as an element of the overall design. For many services, standard tests will exist, possibly defined in a service transition model or a release and deployment model. And lastly the

Customers and users

The responsibility includes:

Perform acceptance testing.

Next, let us look at the roles and responsibilities of the Request Fulfilment process.

Key Roles Functions Related to Request Fulfillment

The different roles related to this process are discussed below.

Process Owner

The request fulfillment process owner’s responsibilities typically include:

  • Carrying out the generic process owner role for the request fulfillment process

  • Designing request fulfillment models and workflows

  • Working with other process owners to ensure there is an integrated approach to the design and implementation of request fulfillment, incident management, event management, access management, and problem management.

Request fulfillment Process Manager

The responsibilities include:

  • Carrying out the generic process manager role for the request fulfillment process

  • Planning and managing support for request fulfillment tools and processes

  • Coordinating interfaces between request fulfillment and other service management processes

  • Handling staff, customer and management concerns, requests, issues, and inquiries

  • Ensuring request fulfillment activities operate in line with service level targets

  • Reviewing and analyzing all request fulfillment reports to proactively seek improvements

  • Overseeing actions to obtain feedback from customers on the quality of request fulfillment activities

  • Assisting with activities to appropriately identify needed staffing resource levels to handle the demand for request fulfillment activities and services

  • Ensuring all authorized service requests are being fulfilled on a timely basis

  • Representing request fulfillment activities at CAB meetings

  • Reviewing the initial prioritization and authorization of service requests to determine accuracy and consistency.

Request fulfillment Analyst

The responsibilities typically include:

  • Providing a single point of contact and end-to-end responsibility to ensure submitted service requests have been processed

  • Providing initial prioritization of service requests to determine which IT resources should be engaged to fulfill them

  • Communicating service requests to other IT resources that will be involved in fulfilling them

  • Escalating service requests in line with established service level targets

  • Ensuring service requests are appropriately logged.

These are the roles and responsibilities of Request Fulfilment process. Moving on, let us look at the Change evaluation roles and responsibilities.

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Key Roles Functions Related to Change Evaluation

The different roles related to this process are discussed below.

Process Owner

The change evaluation process owner’s responsibilities typically include:

  • Carrying out the generic process owner role for the change evaluation process

  • Working with other process owners to ensure that there is an integrated approach to the design and implementation of change management, change evaluation, release and deployment management, and service validation and testing.

Change evaluation Process Manager

The responsibilities typically include:

  • Carrying out the generic process manager role for the change evaluation process

  • Planning and coordinating all resources needed to evaluate changes

  • Ensuring that change evaluation delivers evaluation reports and interim evaluation reports in time to ensure that change authorities are able to use them to support their decision-making.

Change Evaluation Process Practitioner.

The change evaluation process practitioner’s responsibilities typically include:

  • Using the service design and the release package to develop an evaluation plan as input to service validation and testing

  • Establishing risks and issues associated with all aspects of the service transition, e.g., through risk workshops

  • Creating an evaluation report as input to change management.

Moving ahead, let’s discuss the roles and responsibilities of another process known as Knowledge management.

Key Roles Functions Related to Knowledge Management

The different roles related to this process are discussed below.

Process owner

The knowledge management process owner’s responsibilities typically include:

  • Carrying out the generic process owner role for the knowledge management process

  • Creating overall architecture for identification, capture, and maintenance of knowledge within the organization.

Knowledge management Process Manager

The knowledge management process manager’s responsibilities typically include:

  • Carrying out the generic process manager role for the knowledge management process

  • Ensuring that all knowledge items are made accessible to those who need them in an efficient and effective manner

  • Planning and managing support for knowledge management tools and processes

  • Encouraging people throughout the service provider to contribute knowledge to the service knowledge management system (SKMS)

  • Acting as an adviser to business and IT personnel on knowledge management matters, including policy decisions on storage, value, worth, etc.

Knowledge Management Process Practitioner

The knowledge management process practitioner’s responsibilities typically include:

  • Identifying, controlling and storing any information deemed to be pertinent to the services provided that are not available by other means

  • Maintaining controlled knowledge items to ensure that they are current, relevant and valid

  • Monitoring publicity regarding the knowledge information to ensure that information is not duplicated and is recognized as a central source of information etc.

Knowledge Creator

Knowledge creator is a typical role in knowledge management process. This role may be carried out by many different people in the organization. Creation and sharing of knowledge are often written into the job descriptions of people in many different roles within IT and the business.

With this we come to an end of this module, let us quickly Summarise what we have learned.

Summary

Here is the module summary of Roles and Responsibilities of the RCV process:

  • The key roles /functions responsible for executing each process step in Release, Control, and Validation are: Generic roles: process owner, process manager, process practitioner

  • Additional roles are:

  • Change management: change initiator, CAB member, CAB chair

  • SACM: configuration analyst, configuration librarian. Release and deployment: early life support practitioner, build and test environment manager

  • Other roles that contribute to service validation and testing: change management personnel, developers/suppliers, service design personnel, customers, and users

  • Request fulfillment: request fulfillment analyst

  • Knowledge management: knowledge creator

Now lets us move on to Lesson 10, which is Technology and Implementation Considerations.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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