"); In the model over, the IT Service Desk Manager deals with the incident management procedure and is along these lines responsible for guaranteeing the procedure is effectively being followed. }); Some roles directly interact with people (front facing). 
The key thing for every IT organization is to ensure that, based on your structure, service offerings, and processes, you identief, document, assign, and review relevant roles constantly. 
To assist you with understanding these four nonexclusive jobs and the part they play in ITSM, this blog entry gives an outline of the four jobs, what they are, and what they're answerable for. You can look for ITIL-specific certifications and trainings, or expand more widely to agnostic service management certifications. alert("Please Select Course"); Others deal directly with technology only (back end). 
"); 227) 2011 publications, the responsibilities for this role are typically: (Explore the role of the project management office.). The BRM role can wear several hats including account manager and service level manager. Example processes owned: Incident management, request fulfillment, access management, event management, and problem management. This role ensures that IT is prepared for any eventuality that could significantly impact running of business services including disasters. An organizations age, size, geographical spread and technology use affect its structure. One person or team may have multiple roles. } else if (!ValidateEmail($("#tabs-1 #stickypersonEmail").val())) { } var jsonData = new Object(); The procedure is referred to will in a perfect world that has been settled upon by different individuals inside the association and afterward archived. A role is a set of responsibilities, activities and authorities granted to a person or team. jsonData.submitFrom = "New Website"; Where RACI represents: Also, something essential to acknowledge, with RACI, is that obligation maybe with only one individual or a group. On the off chance that you need to see more, if you don't mind let us know in the remarks. } else { Please let us know by emailing blogs@bmc.com. Service desk employees execute the first line incident management, access management, and request fulfilment processes. According to ITIL Service Strategy 2011 publication (pg. "); In certain associations, the process owner may likewise complete a few, or all, of the exercises that the procedure professional is liable for.
alert("Please agree to our Privacy Policy"); 233) and Continual Service Improvement (pg.
jsonData.state = $("#tabs-1 #stickystate").val(); jsonData.country = $("#tabs-2 #stickycountry").val(); (Explore the people, product, technology trifecta & the missing fourth component.). }); Each organization will define appropriate job titles and job descriptions which suit their needs, and individuals holding these job titles can perform one or more of the required roles. jsonData.successURL = "/thank-you";
Other roles directly relate to services and related processes. The process owner is additionally responsible for the structure, sponsorship, and change management of their separate procedure in addition to the related measurements. alert("Please Enter Mobile. The Coronavirus Is Putting Remote Work to the Test. Download now for free! According to the ITIL Service Design 2011 publication (pg. "); var scrolled = $(window).scrollTop(); They should likewise have a full comprehension of how their job fits inside the IT and parent associations and the worth that they give. For example, a solitary procedure may be done in various areas, with the end goal that every area could require a different procedure supervisor. // Page specific objs - can add it as hidden fields The service owner's job is basic in ITSM. 158), the responsibilities for this role are typically: (Learn more about the service desk & support levels.). NovelVista is an Accredited Training Organization (ATO) to conduct all levels of ITIL Courses. if ($("#tabs-2 #stickypersonFirstName").val() == '') {
According to the ITIL Service Design 2011 publication (pg. Is Your Organization Prepared? Administration proprietors are fundamentally answerable for the commencement of another IT administration alongside its progress into the creation and proceeded with upkeep. * Your personal details are for internal use only and will remain confidential. //Corporate lead form In fact, the 4 Ps of ITIL Service Design include People, so that should say something about how important it is to structure and organize the people involved in delivery of IT services. 266-267), the responsibilities for this role are typically: This role is responsible for overall coordination of the incident management process, in particular whenever there are major incidents. jsonData.personEmail = $("#tabs-1 #stickypersonEmail").val(); 264-265), the responsibilities for this role are typically: Continuous monitoring of IT infrastructure and services has become a daily job for IT departments who provide critical services. To do this, the process owner will need to create process-based policies and ensure that theyre adhered to. This role cuts across the Service Portfolio Management and Service Catalogue Management processes. Ideally, this review has given you a thought of the four nonexclusive sorts of jobs accessible inside ITIL and ITSM. They have involvement through input of knowledge and information, The people who are kept up to date on progress. } else if ($("#tabs-2 #stickycompanyName").val() == '') { } else if ($("#tabs-1 #stickysource").val() == '') { According to the ITIL Service Design (259-260) and Service Transition (pg. According to the ITIL Service Design 2011 publication (pg. This role may exist in a procurement or supply chain function and be seconded to IT.
This role is actively involved in the work of the service design as well as the service transition stages of the service lifecycle, and would manage the design coordination as well as transition planning and support processes. jsonData.source = $("#tabs-1 #stickysource").val(); if ($("#tabs-1 #stickypersonFirstName").val() == '') { ITIL v3 vs ITIL v4, Is ITIL v3 failing to do the job? ITIL Incident Management: An Introduction, The person or people responsible for correct execution for getting the job done, The person who has ownership of quality and the end result. ITIL V2 vs ITIL V3: Whats the Difference? This structure is simple in nature. jsonData.commentText = $("#tabs-2 #stickycommentText").val(); $(".stickybtnAddFormEnquiryDetails").prop("disabled", true);
All rights reserved. According to the ITIL Service Transition 2011 publication (pg. } else if (!ValidateEmail($("#tabs-2 #stickypersonEmail").val())) { These all-new ITIL e-books highlight important elements of ITIL 4 best practices so that you can quickly understand key changes and actionable concepts. ITIL, PRINCE2, PRINCE2 Agile & MSP are registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. Utilizing the above model, it would be the activity of the Head of Service Operations to guarantee that each procedure added to their repertoire is being completed as concurred and meeting its targets. Setting direction and providing a framework through which improvement objectives can be delivered, Communicating the vision of CSI across the IT organization, Designing the CSI register and associated activities, Defining and creating reports on CSI critical success factors (CSFs), key performance indicators (KPIs) and CSI activity metrics, Ensuring that CSI activities are coordinated throughout the service lifecycle. SIAM Professional Training & Certification, PeopleCert Certificate Verification Service, Office no.1, Revati Arcade-2, Opp Kapil Malhar Society, Baner Rd, Baner, Pune, Maharashtra 411045. It's essential to recollect that these jobs are not straightforwardly identified with work titles. It's feasible for a help proprietor to claim different administrations and they'll regularly lead a group of pro specialized individuals committed to their service(s). 230-231), the responsibilities for this role are typically: This role performs the operational activities which ITIL defines should be carried out by the technical management and application management functions, being the second line support role. 335), the responsibilities for this role are typically: This role would be responsible for managing the service portfolio which consists of the planned, live and retired services. jsonData.personMobile = $("#tabs-2 #stickypersonMobile").val(); 334) and Service Design (pg. console.log(jsonData); jsonData.country = $("#tabs-1 #stickycountry").val(); }, 500); $("html, body").animate({ alert("Please Enter No.Of Employees "); Identifying, controlling and storing any information deemed to be pertinent to the services provided that is not available by other means, Maintaining controlled knowledge items to ensure that they are current, relevant and valid. And thats what a NOC engineer does. Copyright 2021 All Rights Reserved | NovelVista Learning Solutions, Incident management, request fulfillment, access management, event management, and problem management, the process owner must raise and maintain awareness of the process, including communicating information about, and any changes to, the process, the process owner will provide the resources required to carry out the activities of the process and ensure that other people involved fully understand their roles, highlighting improvement opportunities, and helping to deliver them, is a key accountability factor for any process owner as well as identifying and resolving process issues, the process owner should hold regular process reviews to both keep the process up-to-date and to ensure that its being invoked as intended. Communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. According to the ITIL Service Strategy (pg. According to the ITIL Service Operations 2011 publication (pg. $(".stickybtnAddFormEnquiryDetails").click(function(event){ Process practitioners are the individuals who complete the center exercises of a procedure. //individual lead form This is particularly important for organizations adopting a service orientation, as pressures for efficiency and discipline inevitably lead to greater formalization and complexity. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead. jsonData.corporateEmail= $("#tabs-2 #stickypersonEmail").val(); And since quality service delivery is all about dealing with customers, users, and suppliers, the value of instituting proper roles and responsibilities in IT cannot be understated. There is no single best way to organize your IT structure. } else if ($("#tabs-2 #stickysource").val() == '') { According to the ITIL Service Strategy (pg. Incident management and request fulfillment, hiring the people required to carry out the activities of the process and managing the collected team, making sure the process runs smoothly and is effective on a day-to-day (and on a month-to-month) basis, checking that the process is working and reporting on its performance, working alongside the process owner to help identify and implement process improvements, Ideally, this review has given you a thought of the four nonexclusive sorts of jobs accessible inside, ITIL 4 Managing Professional Bridge Course, Lean Six Sigma Green Belt + Black Belt Combo, ISO 20000:2018 Lead Auditor Certification, ISO 22301:2019 Lead Auditor Certification, Microsoft Certified: Azure (AZ-300) Solutions Architect Technologies, Microsoft Azure Architect Design (AZ 301), Microsoft Certified DevOps Engineer Expert AZ- 400, CISM Certified Information Security Manager, Certified Information Systems Security Professional (CISSP), Certificate of Cloud Security Knowledge (CCSK), CISA Certified Information Systems Auditor, CRISC Certified in Risk and Information Systems Control, Certified Cloud Security Professional (CCSP), Site Reliability Engineering (SRE) Foundation, Microsoft Certified: DevOps Engineer Expert, CGEIT Certified in the Governance of Enterprise IT, ITIL 4 Specialist Drive Stakeholder Value, ITIL 4 Specialist Create Deliver & Support, ITIL 4 Strategist Direct, Plan & Improve, ITIL 4 Strategic Leader Digital And IT Strategy (DITS), ITIL 4 Specialist Acquiring Managing Cloud Services, ITIL 4 Specialist Sustainability in Digital & IT, Kanban System Design (KMP-1) Certification, Kanban Management Professional (KMP-2) Advanced, ITIL: What Are The Roles Types and Their Responsibilities. Contingent upon the size of the association, the procedure chief may be a similar individual as the procedure proprietor. scrollTop: "0"
alert("Please Enter Mobile. Take care to prevent a silo mentality and complexity managed due to the various links between multiple units and persons. Why AWS certification - here are top 5 reasons? Learn more about BMC . The IT Service Desk Agent is a genuine case of a procedure expert; they aren't responsible for the procedure itself, yet they are responsible for following the procedure and guaranteeing the right exercises are completed. }); // Go To Top JS jsonData.course = $("#tabs-2 #stickycourse").val(); Though a group can never be considered responsible and responsibility should just ever rest with singular jobs. // Scroll Event A role is defined in a process or function. if (scrolled > 300) $('.go-top').addClass('active'); No IT Service Management (ITSM) initiative can ever work without people. jsonData.state = $("#tabs-2 #stickystate").val(); console.log(jsonData); alert("Please Enter Name. $(".stickybtnAddFormEnquiryDetailsForCorporate").css("background", "#999999");
Awareness of the business priorities, objectives and business drivers, Awareness of the role IT plays in enabling the business objectives to be met, Awareness of what IT can deliver to the business, including latest capabilities, The competence, knowledge and information necessary to complete their role, The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence, Logging all relevant incident/service request details, allocating categorization and prioritization codes, Providing first-line investigation and diagnosis, Resolving incidents/service requests when first contacted whenever possible, Escalating incidents/service requests that they cannot resolve within agreed timescales, Closing all resolved incidents, requests and other calls, Conducting customer/user satisfaction call-backs/surveys as agreed. alert("Please Enter Name. Updating the CMS under the direction and approval of service asset and configuration management if so agreed, Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers, Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided, Establishing and articulating business requirements for new services or changes to existing services, Mediating in cases where there are conflicting requirements for services from different business units, Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in, Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs, Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures, Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets, Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence, Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed, Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers, Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually, Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at, Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations, Managing customer complaints including their recording, management, escalation (where necessary) and resolution, Measuring, recording, analysing and improving customer satisfaction, Coordinating interfaces between supplier management and other processes, especially service level management and corporate vendor management and/or procurement processes, Providing assistance in the development and review of SLAs, contracts, agreements or any other documents for third-party suppliers, Ensuring that value for money is obtained from all IT suppliers and contracts, Ensuring that all IT supplier processes are consistent and interface with all corporate supplier strategies, processes and standard terms and conditions, Maintaining and reviewing a supplier and contract management information system, Ensuring that any underpinning contracts, agreements or SLAs developed are aligned with those of the business, Ensuring that all supporting services are scoped and documented and that interfaces and dependencies between suppliers, supporting services and supplier processes are agreed and documented, Ensuring that all roles and relationships between lead and any sub-contracted suppliers are documented, maintained and subject to contractual agreement, Performing contract or SLA reviews at least annually, and ensuring that all contracts are consistent with organizational requirements and standard terms and conditions wherever possible, Maintaining a process for dealing with contractual disputes, and ensuring that any disputes are dealt with in an efficient and effective manner, Monitoring, reporting and regularly reviewing supplier performance against targets, identifying improvement actions as appropriate and ensuring these actions are implemented, Ensuring changes are assessed for their impact on suppliers, supporting services and contracts and attending CAB meetings when appropriate, Coordinating and supporting all individual IT supplier and contract managers, ensuring that each supplier/contract has a nominated owner within the service provider organization, Planning and managing support for incident management tools and processes, Coordinating interfaces between incident management and other service management processes, Driving the efficiency and effectiveness of the incident management process, Managing the work of incident support staff (first- and second-line), Monitoring the effectiveness of incident management and making recommendations for improvement, Developing and maintaining the incident management systems, Developing and maintaining the incident management process and procedures, Reviewing incident data to analyse assigned problems, Analysing problems for correct prioritization and classification, Investigating assigned problems through to resolution or root cause, Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors, Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents, Assisting with the handling of major incidents and identifying their root causes, 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, Planning, scheduling, managing and chairing CAB meetings, Formally authorizing changes at agreed points in the change lifecycle, Participating in the change review before changes are closed, Coordinating interfaces between design coordination, service transition planning and reporting and other processes, Ensuring the consistent design of appropriate services, service management information systems, architectures, technology, processes, information and metrics to meet current and evolving business outcomes and requirements, Coordinating all design activities across projects, changes, suppliers and support teams, and managing schedules, resources and conflicts where required, Planning and coordinating the resources and capabilities required to design new or changed services, Ensuring that appropriate service designs and/or SDPs are produced and that they are handed over to service transition as agreed, Managing the quality criteria, requirements and handover points between the service design stage and service strategy and service transition, Ensuring that all service models and service solution designs conform to strategic, architectural, governance and other corporate requirements, Improving the effectiveness and efficiency of service design activities and processes, Coordinating service transition activities across projects, suppliers and service teams, Ensuring that the final delivery of each service transition meets the agreed customer and stakeholder requirements specified in the service design package, Designing secure and resilient technology architectures that meet all the current and anticipated future IT requirements of the organization, Ensuring that the design of all processes, roles, responsibilities and documentation is regularly reviewed and audited for efficiency, effectiveness and compliance, Designing measurement methods and metrics to support the continual improvement of service provision and all supporting processes, Producing and keep up to date all IT design, architectural, policy and specification documentation, Producing and maintaining all aspects of IT specification, including the overall designs, architectures, topologies and configurations of the infrastructure, environment, applications and data, and the design documentation of all IT systems, Recommending proactive, innovative IT solutions for the improvement of IT design and operation whenever and wherever possible, Translating logical designs into physical designs, taking account of business requirements, target environments, processes, performance requirements, existing systems and services, and any potential safety-related aspects, Creating and maintaining IT design policies, philosophies and criteria, covering all areas including connectivity, capacity, interfaces, security, resilience, recovery, access and remote access, and ensuring that all new services meet their service levels and targets, Working with capacity management and reviewing IT traffic volumes and requirements, identifying trends in traffic flows and levels of service, Proposing design enhancements to IT infrastructure, capacity changes, continuity, backup and recovery arrangements, as required, and being aware of operational requirements, especially in terms of service levels, availability, response times, security and repair times, Reviewing IT costs against external service providers, new developments and new services, initiating proposals to change IT design where appropriate cost reductions and benefits can be achieved, in consultation with financial management for IT services, Providing advice and guidance to management on the design and planning phases of IT systems, to ensure that requirements (particularly capacity, recovery, performance and security needs) are reflected in the overall specifications, Providing advice and guidance to all areas of IT and business management, analysts, planners, designers and developers on all aspects of IT design and technology, Interfacing with designers and planners from external suppliers and service providers, ensuring all external IT services are designed to meet their agreed service levels and targets, Playing a major role in the selection of any new IT infrastructure or technology solutions, Assuming technical responsibility for IT standards, policy and design for all significant projects or major application areas, assisting with the impact assessment and evaluation of major new IT design options, Taking full responsibility for the design aspects of all stages of the lifecycle of IT systems, including investigation, analysis, specification, design, development, construction, testing, maintenance, upgrade, transition, operation and improvement, Constructing, interpreting and monitoring test plans to verify correct operation of completed systems against their design objectives, Where required, assessing changes for their conformance to the design principles, including attendance at CAB meetings if appropriate, 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, Testing the release prior to 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 (definitive media library), Providing early life support for the deployed service, Participating in the design and development of new services, Participating in projects, not only during service design and service transition, but also for CSI or operational projects, Assessing risk, identifying critical service and system dependencies and defining and implementing countermeasures, Designing and performing tests for the functionality, performance and manageability of IT services to support service transition activities, Participating in resolution of incidents and problems, Providing information for, and operationally maintaining, the CMS (Configuration Management System) and its data, Ensuring that all system and operating documentation and knowledge is up to date and properly utilized, Accountable to the organization for stewardship of fixed assets of the organization that are under the control of IT, Defining and agreeing 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, 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, Planning and coordinating all resources needed to build, test and deploy each release, 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, 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, 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, Conducting tests as defined in the test plans and designs, and documented in the service design package, Recording, analysing, diagnosing, reporting and managing test events, incidents, problems and retest dependent on agreed criteria, Building, delivering and maintaining required test environments, Communicating and publicizing the information security policy to all appropriate parties, Ensuring that the information security policy is enforced and adhered to, 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, 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 organizations 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, 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 IT service continuity management 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, Developing and maintaining the organizations 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, Console management/operations bridge management, Job scheduling, or the management of routine batch jobs or scripts, Backup and restore on behalf of all technical and application management teams and departments and often on behalf of users, Print and output management for the collation and distribution of all centralized printing or electronic output, Performance of maintenance activities on behalf of technical or application management teams or departments, Management of the physical IT environment, typically a data centre or server rooms and recovery sites together with all the power and cooling equipment, Formulating, documenting and maintaining the organizations, Assisting in informing, publicizing and marketing of the key aspects of the IT strategy so that all customers, potential customers, staff members, suppliers and other relevant groups are aware of the IT strategy and how it will be taken forward, Being responsible to the IT steering group for the successful implementation and operation of the IT strategy, Reviewing the operation and performance of the IT strategy and makes any necessary changes or adjustments to the IT strategic plans or the way they are implemented or operated, Planning and managing support for strategy management tools and processes, Coordinating interfaces between strategy management for IT services and other processes, Compiling and formulating the annual IT budgets and submits them for scrutiny and approval by the IT steering group, Managing the IT budgets on a daily, monthly and annual basis, initiating corrective actions to balance income and expenditure in line with the budgets, Producing regular statements of accounts for management information and to allow relevant managers to manage their own areas of the budgets, Formulating and managing any recharging systems for IT customers, Examining and reporting on value-for-money of all major activities, projects and proposed expenditure items within IT, Identifying and analyzing patterns of business activity to understand the levels of demand that will be placed on a service, Defining and analyzing user profiles to understand the typical profiles of demand for services from different types of user, Helping design services to meet the patterns of business activity and the ability to meet business outcomes, Ensuring that adequate resources are available at the appropriate levels of capacity to meet the demand for services, thus maintaining a balance between the cost of service and the value that it achieves, Anticipating and preventing or managing situations where demand for a service exceeds the capacity to deliver it, Gearing the utilization of resources that deliver services to meet the fluctuating levels of demand for those services, Managing and maintaining the organizations service portfolio, Managing the surrounding processes for keeping the portfolio attractive to customers and up to date, Marketing the portfolio, and in particular the service catalogue, so that customers and potential customers are aware of the services available, Helping formulate service packages and associated options, so that services can be combined in logical groupings to produce products that can be marketed, sold and consumed to best meet customers needs, Ensuring that all operational services and all services being prepared for operational running are recorded within the service catalogue, Ensuring that all the information within the service catalogue is accurate and up to date, Ensuring that appropriate views of the service catalogue are maintained and made available to those for whom they are targeted, Ensuring that all the information within the service catalogue is consistent with the information within the service portfolio, Ensuring that the information within the service catalogue is adequately protected and backed up, 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).
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