Process roles Flashcards
What is a RACI authority matrix?
RACI authority matrix is used to define roles and responsibilities in processes and activities.
Responsible - The people in charge for getting things done.
Accountable - The people who take ownership of the quality and the end result. Only one person can be accountable for each task.
Consulted - The people who are consulted and whose opinions are asked.
Informed - The people who are kept informed on progress.
Who is a service owner?
The person who is accountable for a specific IT service.
What is a service owner responsible for?
A service owner is the “face” of the service, he represents the service to the customer’s eyes. They should work with the customers and the IT service has to meet their requirements. Service owner makes improvements if they are needed.
Who is a process owner?
Who is accountable for ensuring that a process is “fit for purpose” (it’s utility). They are often also the process manager.
What is a process owner responsible for?
He manages the whole process: its metrics, its strategy, and its documentation, the process design and improvements. The training, making sure that those who are running the process are qualified and trained.
Who is a process manager?
The person accountable for the operational management of a process. There can be several of them.
What is a process manager responsible for?
He works with the process owner. He is in charge of planning and coordinating process activities, hiring people for the roles, monitoring the process, identifying areas for improvement (and making those improvements).
Who is a process practitioner?
Is the poor guy that does the job. Who carries out the process. Sometimes, this is combined with the process manager.
What is a process practitioner responsible for?
Understanding their contribution in the completion of the process, performing the activities and masking sure they do their jobs right.
What is a practice?
it is a way of working, or how a work should be done.
What is a best practice?
A best practice is a practice that has been identified and verified as the most effective
What does BRM stand for?
Business relationship manager. Who’s responsable for maintaining a good relationship with one or more customers.
The role of who uses the service
A user is the one that uses the IT service
