PPO Roles and Responsibilities Tutorial

7.1 Roles and Responsibilities

Welcome to learning unit 7 on roles and responsibilities for PPO. Let’s begin with the agenda.

7.2 Roles and Responsibilities

In this learning unit we will learn about each role along with their responsibilities in Planning, Protection and Optimization and roles involved in other processes that interface with PPO through the lifecycle.

7.3 Process Owner

Let us begin with the role of a Process Owner. The Process Owner’s responsibilities would include • Documenting and publicizing the process • Defining the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process • Reviewing KPIs and taking action required following the analysis • Assisting with and being ultimately responsible for the process design • Improving the effectiveness and efficiency of the process • Reviewing any proposed enhancements to the process • Providing input to the on-going Service Improvement Plan • Addressing any issues with the running of the process • Ensuring all relevant staff have the required training in the process and are aware of their role in the process • Ensures that the process, roles, responsibilities and documentation are regularly reviewed and audited • Interfaces with line management, ensuring that the process receives the necessary staff resources. Next, let us look at the Process manager role in the next slide.

7.4 Process Manager

Process Manager’s responsibilities should include • 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. In the next slide we will look at the role of a process practitioner.

7.5 Process Practitioner

The process practitioner’s responsibilities typically include: • 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. Moving on, let us understand the responsibilities of Capacity management process owner in the next slide.

7.6 Capacity Management Process Owner

The capacity management process owner’s responsibilities include: • Ensuring that there is adequate IT capacity to meet required levels of service, and that senior IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimized • Identifying, with the Service Level Manager, capacity requirements through discussions with the business users • Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component • Performing sizing on all proposed new services and systems, possibly using modelling techniques, to ascertain capacity requirements • Forecasting future capacity requirements based on business plans, usage trends, sizing of new services, etc. • Production, regular review and revision of the Capacity Plan, in line with the organization’s business planning cycle, identifying current usage and forecast requirements during the period covered by the plan • Ensuring that appropriate levels of monitoring of resources and system performance are set • Analysis of usage and performance data, and reporting on performance against targets contained in SLAs • Raising incidents and problems when breaches of capacity or performance thresholds are detected, and assisting with the investigation and diagnosis of capacity-related incidents and problems • Identifying and initiating any tuning to be carried out to optimize and improve capacity or performance • Identifying and implementing initiatives to improve resource usage – for example, demand management techniques • Assessing new technology and its relevance to the organization in terms of performance and cost • Being familiar with potential future demand for IT services and assessing this on performance service levels • Ensuring that all changes are assessed for their impact on capacity and performance and attending CAB meetings when appropriate • Producing regular management reports that include current usage of resources, trends and forecasts • Sizing all proposed new services and systems to determine the computer and network resources required, to determine hardware utilization, performance service levels and cost implications. • Assessing new techniques and hardware and software products for use by Capacity Management that might improve the efficiency and effectiveness of the process • Performance testing of new services and systems • Reports on service and component performance against targets contained in SLAs • Maintaining a knowledge of future demand for IT services and predicting the effects of demand on performance service levels • Determining performance service levels that are maintainable and cost-justified • Recommending tuning of services and systems, and making recommendations to IT management on the design and use of systems to help ensure optimum use of all hardware and operating system software resources • Acting as a focal point for all capacity and performance issues. Similarly let us not look at the responsibilities of Capacity management process manager in the next slide.

7.7 Capacity Management Process Manager

The capacity management process manager’s responsibilities typically include: • Carrying out the generic process manager role for the capacity management process • Coordinating interfaces between capacity management and other processes, especially service level management, availability management, IT service continuity management and information security management • Ensuring that there is adequate IT capacity to meet required levels of service, and that senior IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimized • Identifying, with the service level manager, capacity requirements through discussions with the business users • Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component • Performing sizing on all proposed new services and systems, possibly using modelling techniques, to ascertain capacity requirements • Forecasting future capacity requirements based on business plans, usage trends, sizing of new services etc. • Production, regular review and revision of the capacity plan, in line with the organization’s business planning cycle, identifying current usage and forecast requirements during the period covered by the plan • Ensuring that appropriate levels of monitoring of resources and system performance are set • Analysis of usage and performance data, and reporting on performance against targets contained in SLAs • Raising incidents and problems when breaches of capacity or performance thresholds are detected, and assisting with the investigation and diagnosis of capacity-related incidents and problems • Identifying and initiating any tuning to be carried out to optimize and improve capacity or performance • Identifying and implementing initiatives to improve resource usage – for example, demand management techniques • Assessing new technology and its relevance to the organization in terms of performance and cost • Being familiar with potential future demand for IT services and assessing this on performance service levels • Ensuring that all changes are assessed for their impact on capacity and performance and attending CAB meetings when appropriate • Producing regular management reports that include current usage of resources, trends and forecasts • Sizing all proposed new services and systems to determine the computer and network resources required, to determine hardware utilization, performance service levels and cost implications • Assessing new techniques and hardware and software products for use by capacity management that might improve the efficiency and effectiveness of the process • Testing performance of new services and systems • Preparing reports on service and component performance against targets contained in SLAs • Maintaining a knowledge of future demand for IT services and predicting the effects of demand on performance service levels • Determining performance service levels that are maintainable and cost-justified • Recommending tuning of services and systems, and making recommendations to IT management on the design and use of systems to help ensure optimum use of all hardware and operating system software resources • Acting as a focal point for all capacity and performance issues. Next, we will discuss about the role of an Availability management process owner.

7.8 Availability Management Process Owner

An Availability management process owner has responsibility for ensuring that the aims of Availability Management are met. This includes responsibilities such as: • Ensuring that all existing services deliver the levels of availability agreed with the business in SLAs • Ensuring that all new services are designed to deliver the levels of availability required by the business, and validation of the final design to meet the minimum levels of availability as agreed by the business for IT services • Assisting with the investigation and diagnosis of all incidents and problems that cause availability issues or unavailability of services or components • Participating in the IT infrastructure design, including specifying the availability requirements for hardware and software • Specifying the requirements for new or enhanced event management systems for automatic monitoring of availability of IT components • Specifying the reliability, maintainability and serviceability requirements for components supplied by internal and external suppliers • Being responsible for monitoring actual IT availability achieved against SLA targets, and providing a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis • Proactively improving service availability wherever possible, and optimizing the availability of the IT infrastructure to deliver cost-effective improvements that deliver tangible benefits to the business • Creating, maintaining and regularly reviewing an AMIS and a forward-looking Availability Plan, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met • Ensuring that the Availability Management process, its associated techniques and methods are regularly reviewed and audited, and that all of these are subject to continual improvement and remain fit for purpose • Creating availability and recovery design criteria to be applied to new or enhanced infrastructure design • Working with Financial Management, ensuring the levels of IT availability required are cost-justified • Maintaining and completing an availability testing schedule for all availability mechanisms • Ensuring that all availability tests and plans are tested after every major business change • Assisting Security and IT Service Continuity Management with the assessment and management of risk • Assessing changes for their impact on all aspects of availability, including overall service availability and the Availability Plan • Attending CAB meetings when appropriate. In the next slide we will talk about the responsibilities of availability management process manager.

7.9 Availability Management Process Manager

The availability management process manager's responsibilities typically include: • Carrying out the generic process manager role for the availability management process • Coordinating interfaces between availability management and other processes, especially service level management, capacity management, IT service continuity management and information security management • Ensuring that all existing services deliver the levels of availability agreed with the business in SLAs • Ensuring that all new services are designed to deliver the levels of availability required by the business, and validation of the final design to meet the minimum levels of availability as agreed by the business for IT services • Assisting with the investigation and diagnosis of all incidents and problems that cause availability issues or unavailability of services or Components • Participating in the IT infrastructure design, including specifying the availability requirements for hardware and software • Specifying the requirements for new or enhanced event management systems for automatic monitoring of availability of IT components • Specifying the reliability, maintainability and serviceability requirements for components supplied by internal and external suppliers • Being responsible for monitoring actual IT availability achieved against SLA targets, and providing a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis • Proactively improving service availability wherever possible, and optimizing the availability of the IT infrastructure to deliver cost-effective improvements that deliver tangible benefits to the business • Creating, maintaining and regularly reviewing an availability management information system and a forward-looking availability plan, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met • Ensuring that the availability management process, its associated techniques and methods are regularly reviewed and audited, and that all of these are subject to continual improvement and remain fit for purpose • Creating availability and recovery design criteria to be applied to new or enhanced infrastructure design • Working with financial management for IT services, ensuring the levels of IT availability required are cost-justified • Maintaining and completing an availability testing schedule for all availability mechanisms • Ensuring that all availability tests and plans are tested after every major business change • Assisting security and IT service continuity management with the assessment and management of risk • Assessing changes for their impact on all aspects of availability, including overall service availability and the availability plan • Attending CAB meetings when appropriate. The next role we will be discussing about is that of a IT Service Continuity manager.

7.10 IT Service Continuity Management Process Owner

The IT Service Continuity Manager is responsible for ensuring that the aims of IT Service Continuity Management are met. This includes such tasks and responsibilities as: • Performing Business Impact Analyses for all existing and new services • Implementing and maintaining the ITSCM process, in accordance with the overall requirements of the organization’s Business Continuity Management process, and representing the IT services function within the Business Continuity Management process • Ensuring that all ITSCM plans, risks and activities underpin and align with all BCM plans, risks and activities, and are capable of meeting the agreed and documented targets under any circumstances • Performing risk assessment and risk management to prevent disasters where cost-justifiable and where practical • Developing and maintaining the organization’s continuity strategy • Assessing potential service continuity issues and invoking the Service Continuity Plan if necessary • Managing the Service Continuity Plan while it is in operation, including fail-over to a secondary location and restoration to the primary location • Performing post mortem reviews of service continuity tests and invocations, and instigating corrective actions where required • Developing and managing the ITSCM plans to ensure that, at all times, the recovery objectives of the business can be achieved • Ensuring that all IT service areas are prepared and able to respond to an invocation of the continuity plans • Maintaining a comprehensive IT testing schedule, including testing all continuity plans in line with business requirements and after every major business change • Undertaking quality reviews of all procedures and ensuring that these are incorporated into the testing schedule • Communicating and maintaining awareness of ITSCM objectives within the business areas supported and IT service areas • Undertaking regular reviews, at least annually, of the Continuity Plans with the business areas to ensure that they accurately reflect the business needs • Negotiating and managing contracts with providers of third-party recovery services • Assessing changes for their impact on Service Continuity and Continuity Plans Let us now proceed to discuss about the responsibilities of the continuity management process manager.

7.11 IT Service Continuity Management Process Manager

The IT service continuity management process manager’s responsibilities typically include: • Carrying out the generic process manager role for the IT service continuity management process • Coordinating interfaces between IT service continuity management and other processes, especially service level management, information security management, availability management, capacity management and business continuity management • Performing business impact analyses for all existing and new services • Implementing and maintaining the IT service continuity management process, in accordance with the overall requirements of the organization’s business continuity management process, and representing the IT services function within the business continuity management process • Ensuring that all IT service continuity management plans, risks and activities underpin and align with all business continuity management plans, risks and activities, and are capable of meeting the agreed and documented targets under any circumstances • Performing risk assessment and risk management to prevent disasters where cost justifiable and where practical • Developing and maintaining the organization’s continuity strategy • Assessing potential service continuity issues and invoking the service continuity plan if necessary • Managing the service continuity plan while it is in operation, including fail-over to a secondary location and restoration to the primary location • Performing post-mortem reviews of service continuity tests and invocations, and instigating corrective actions where required • Developing and managing the IT service continuity management plans to ensure that, at all times, the recovery objectives of the business can be achieved In the next slide let us look at the responsibilities of the Security management process owner.

7.12 Information Security Management Process Owner

The Security Management process owner is responsible for ensuring that the aims of Information Security Management are met. This includes such tasks and responsibilities as: • Developing and maintaining the Information Security Policy and a supporting set of specific policies, ensuring appropriate authorization, commitment and endorsement from senior IT and business management • Communicating and publicizing the Information Security Policy to all appropriate parties • Ensuring that the Information Security Policy is enforced and adhered to • Identifying and classifying IT and information assets (Configuration Items) and the level of control and protection required • Assisting with Business Impact Analyses • Performing Security Risk Analysis and risk management in conjunction with Availability and IT Service Continuity Management • Designing security controls and developing security plans • Developing and documenting procedures for operating and maintaining security controls • Monitoring and managing all security breaches and handling security incidents, taking remedial action to prevent recurrence wherever possible • Reporting, analysing and reducing the impact and volumes of all security incidents in conjunction with Problem Management • Promoting education and awareness of security • Maintaining a set of security controls and documentation, and regularly reviewing and auditing all security controls and procedures • Ensuring all changes are assessed for impact on all security aspects, including the Information Security Policy and security controls, and attending CAB meetings when appropriate • Performing security tests • Participating in any security reviews arising from security breaches and instigating remedial actions • Ensuring that the confidentiality, integrity and availability of the services are maintained at the levels agreed in the SLAs and that they conform to all relevant statutory requirements • Ensuring that all access to services by external partners and suppliers is subject to contractual agreements and responsibilities • Acting as a focal point for all security issues. Next, are the responsibilities of an Information security management process manager.

7.13 Information Security Management Process Manager

The information security management process manager’s responsibilities typically include: • Carrying out the generic process manager role for the information security management process • Coordinating interfaces between information security management and other processes, especially service level management, availability management, IT service continuity management and organizational security management • Developing and maintaining the information security policy and a supporting set of specific policies, ensuring appropriate authorization, commitment and endorsement from senior IT and business management • Communicating and publicizing the information security policy to all appropriate parties • Ensuring that the information security policy is enforced and adhered to • Identifying and classifying IT and information assets (configuration items) and the level of control and protection required • Assisting with business impact analyses • Performing security risk assessment and risk management in conjunction with availability and IT service continuity management • Designing security controls and developing security plans • Developing and documenting procedures for operating and maintaining security controls • Monitoring and managing all security breaches and handling security incidents, taking remedial action to prevent recurrence wherever possible • Reporting, analysing and reducing the impact and volumes of all security incidents in conjunction with problem management • Promoting education and awareness of security • Maintaining a set of security controls and documentation, and regularly reviewing and auditing all security controls and procedures In the next slide we will discuss about the roles and responsibilities for Demand management.

7.14 Key roles for Demand management

Here are the responsibilities for the Process Owner and Process Manager’s for the Demand Management • Process Owner – Carries out generic process owner role – Works with other process owners for an integrated approach to design & implementation of demand management • Process manager – Carries out generic process manager role – Identifies and analyses patters of business activity – Identifies and defines user profiles – Helps design services to meet PBA and business outcomes – Ensures adequate resources are available at appropriate levels of capacity to meet demand of services – Anticipates and prevents/manages situations where demand exceeds – Gears the utilization of resources to meet demand fluctuations We have come to the end of learning unit 7, let us recap in the next slide.

7.15 Roles and Responsibilities Summary

In this learning unit we discussed about various roles and responsibilities involved in PPO. We looked at the roles of a process owner, manager and practitioner and responsibilities of the process owner and manager in various processes such as capacity management, availability management, demand management, ISM and ITSCM. The next section consists of quiz questions. Once you have attempted the quiz move to the next learning unit on 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.

Request more information

For individuals
For business
Name*
Email*
Phone Number*
Your Message (Optional)
We are looking into your query.
Our consultants will get in touch with you soon.

A Simplilearn representative will get back to you in one business day.

First Name*
Last Name*
Email*
Phone Number*
Company*
Job Title*