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Rock n’n Roles, Responsibilities andResourcesJJayneGroll,G ll ITSM AcademyA d ITSM Academy1
About ITSM Academy Ft. Lauderdale, Dallas, Wash DC& Phoenix - Public3 ITIL Foundation Corporate on-site Classes3 ITIL Foundation and Managers Bridge Virtual Classes3 ITIL Lifecycle, Capability and MALC Courseware Licensing3 Certified Process Design Engineer Alumni Program(CPDE) PMI Global Education Provider3 ISO/IEC 20000 FoundationGo ernment (GSA)3 Microsoft Operations Framework (MOF) Federal GovernmentContractorFoundation Certified Woman-Owned Practical, Value-Add WorkshopsT off thousandsthd off learnersl3 Apollo 13 - an ITSM Case Experience Tenstrained since 20033 Visible Ops: The Class ITSM Professional Diplomas Accredited Education3 ITIL, MOF, ISO 20K AwarenessWelcome!3 And More! ITSM ITSMAcademyAcademy2
Agenda Understanding rolesUsing a RACI model to map roles and responsibilitiesPlacing ITSM rolesConclusionThanks for joining us today.use the chat feature to send in yourquestions. PleaseITSM Academy3
What is a Role? A set of connected behaviors oractionstiperformedfdbby a person, tteamor group in a specific context OneO person or teamtmay havehmultiple roles A process ddefinesfiththe scope anddresponsibilities of a role MayM or may nott beb titledtitl dA function is a specialized organizational unit that is responsiblefor specific outcomesoutcomes. Functions have their own work methods,methodsknowledge and roles, responsibilities and authorities. ITSM Academy4
RACI(ng)Roles and Responsibilities ITSM Academy5
RACI ModelsMap roles and responsibilities to processes and activities.ServiceSi DesignD iManagerServiceSi LevelL menttPManagerActivity 1A,RCIICActivity 2ARCCCActivity 3IA, IR, C, IICActivity 4IARIR, C, IActivity 5IIACI Crown copyright 2007. Reproduced under license from OGC. Responsible Consulted9 ExpertiseEti andd perspectiveti9 ExecutionEi Informed Accountable9 Communication9 Results ITSM Academy6
Accountable Roles Process Owners Service Owners Line Management IT Steering Group Change AdvisoryBoardThese must-have roles are accountable for quality, results,conformance and continual improvement. They may or may not beoperational.til ThThere iis onlyl one accountablet bl rolel forf eachh activity.ti it ITSM Academy7
Grouping Accountable RolesITIL Defines 26 processes.T many processes, not enoughTooh resources?Try assigning 5 “stage” owners that are accountable for allprocesses in that stage.stage Grouping accountable roles also helpswith communication, delegation, process alignment and takes atrue lifecycle approach.ThisOrThisYou can also group services to reduce the number of service owners. ITSM Academy8
Other RACI Role Types ResponsibleRibl RRolesl3 Are persons or groups that execute one or moreactivities (actually do the work) Consulted Roles3 Provide specific expertise or perspective InformedI fd RRolesl3 Receive communication about the activityBased on the circumstances, individuals or groups will likelyplay multiple “roles” for the same activity – sometimessim ltaneo slsimultaneously. ITSM Academy9
B ildi a RACI ModelBuildingM d l ITSM Academy10
The RACI steps Define your process, high-level activities, stakeholdersand contributors Do a skills, experience and training assessment For each high level process activity3 Assign the single accountable role first (A)3 Define those who would execute the activity (R)3 Determine whose expertise you would need (C)3 Define a communication plan (I)3 AnalyzeA lyour resultsltRACI models should not be built in isolation. It’s a great teambuilding exercise and an opportunity to get buybuy-inin and look atorganizational options. ITSM Academy11
A Sample RACI for Problem ManagementSDLev2TechMgmtAppSupOpsApp DevSuppliersUsersDetection andloggingARIRCIRCIRCIRCIRCIRCIICategorizationCi iand prioritizationARRCICICICICICICInvestigation anddidiagnosisiRARCIRCIRCIRCIRCIRCICIWorkarounds and RIraise a Resolution andclosureARWhere does the Process/Stage Owner fit into this model? He/sheis accountable for the results of the end-to-end process. ITSM Academy12
Analyzing RACI ModelsFunctional Role AnalysisActivity Analysis Too many As for one role More than one A3 Are duties segregated?3 There is only one accountable role3 Should someone else beaccountable? More than one R3 If roles are unclear, no one willtake full responsibility3 Is this causingg a bottleneck? Too many Rs for one role No Rs3 Is this too much for one functionor person to handle?h dl ?3 Must have at least one Too many Cs No empty spaces for a role3 Are you involving too many roles?3 Does this role need to beinvolved in so many tasks? No Cs3 Are you doing this in isolation? ITSM Academy13
Where Should You Position ITSM Roles? It depends (don’t you hate that answer!)C id corporateConsidert cultureltandd footprintf t i tTry to avoid politicsUse the RACI to identify accountabilities andassociated organizational position Do a skills, process experience and trainingassessment Try delegating local authorities(Change Manager in every major area?)Some organizations are creating a Service Management Office (SMO). ITSM Academy14
Should You Establish aService Management Office (SMO)? Yes, if3 You are a large organization, have a wide footprintand/or high volumes of change3 You are having difficulty assigning ownership3 The owners need an organizational structure3 The SMO will have sufficient authorityy and resources No, if9 TheTh SMO willill adddd anotherth siloil or llayer off bureaucracyb9 You are succeeding with ownership roles that arepacross the organizationgspread9 You do not have sufficient support and resources ITSM Academy15
Additional Resources Skills Foundation for the InformationAge -SFIA (www.sfia.org.uk) MOF Team SMF(www.microsoft.com/mof)/ LCS ITSM Expert Team ITSM AcademyITSM Professional Diplomas ITSM Academy16
Conclusion Leverage the power of the RACI model – not easy butworthwhile Fit roles into your organization, not your organizationinto the roles Combine roles whenever possible, particularly at thelifecycle stage Think about delegatingg g some local authority,y, as longg asthere is a single process Invest in role-based training EnsureEeachh rolel understandsd t d theth definitiond fi iti off successuse SMART metricsp Review and continuallyy improve ITSM Academy17
IT Service Management Professional(ITSMP) DiplomasITSM Academy is Licensed by theCommission for IndependentEducation, Florida Department ofEducation, offering occupationalITSMP Diplomas.On our website, this symbolindicates courses which accrue clockhours toward a Diploma as:zzChange Manager zzSupport Manager zService Level Manager z ITSM Academy18
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Leverage the power of the RACI model - not easy but worthwhile Fit roles into your organization, not your organization into the roles Combine roles whenever possible, particularly at the lifecycle stage Think about deleggg y, gating some local authority, as long as there is a single process Invest in role-based training
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ROLES AND RESPONSIBILITIES PROCEDURES V1.0 1. PURPOSE The purpose of this document is to ensure that the EPA roles are defined with specific responsibilities for each role and for people who have been assigned to the listed roles. The roles and responsibilities
(Rock Classification) describes a process for naming rock. The second part of the guide (Structural Characteristics of Rock) is a discussion of the elements of rock mass description and structural rock mapping. Finally, the last part of the guide (Structural Rock Mapping Procedures) provides the methodology for field structural rock mapping.
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This Guide contains information about the different roles and responsibilities you will need to consider in planning the transition to your new EMR. It explains why the assignment of specific roles and responsibilities is important, what roles and skills are needed, and who should parti
Metamorphic rock are rocks deep underground that have been changed and formed by high temperatures, pressure from overlying rock layers, or a chemical re-action, beginning as igneous rock, sedimentary rock, or other metamorphic rock. It changes the structure and texture of the older rock, normally making it hard and nonporous. METAMORPHIC ROCK
Rock Cycle Scientists have created a model to show how rocks slowly change over time. The rock cycle shows the processes that create and change rocks. The three types of rocks shown in the rock cycle are igneous, metamorphic, and sedimentary. The rock cycle shows how rocks can change from one type of rock to another.
work and language games. - reading texts extending the main story-line. - translation exercises. - some songs and poems for learners. At the end of the book you will find the texts of the listening exercises, a summary of the grammar covered in the course, a pronunciation guide and Russian to English and English to Russian dictionaries.
