AppManager

ITIL Insights: Who Does What in World-Class Service Management? | Ep 56 | Series 1

Welcome Back! In this episode of "The ITSM Practice," host Luigi Ferri explores the vital roles and responsibilities within ITIL 4 Service Management, emphasizing the transformation from a reactive to a proactive organizational stance. He delves into the importance of clear role definitions across three levels: sponsorship, expertise, and specialization, illustrating how these can enhance efficiency, reliability, and customer satisfaction in service management. In this episode, we answer to: Why are roles and responsibilities critical in service management? How do clear roles at different levels (sponsorship, expertise, specialization) enhance service management? What are the real-world impacts of effective role execution in service management? Resources Mentioned in this Episode: Rutgers Information Technology, article "Service Management: Definitions and roles for service management", link https://it.rutgers.edu/service-management/knowledgebase/definitions-and-roles/ Appmanager, article "IT Service Mgr Roles & Responsibilities: Make the Most of Your Role Today!", link https://www.appmanager.ai/unraveling-crucial-roles-responsibilities-it-service-manager Oneio, article "Service Management Office (SMO) goals, roles and responsibilities in 2024", link https://www.oneio.cloud/blog/smo-goals-roles-and-responsibilities Listen here: - Spotify: https://shorturl.at/4SxRo - Apple Podcasts: https://shorturl.at/u7Veh - YouTube Playlist: https://shorturl.at/38nNi More Resources: - Website: http://www.theitsmpractice.com - Medium: https://shorturl.at/dqLAO Connect with me: - LinkedIn: https://www.linkedin.com/in/theitsmpractice/ - Contact: Direct message on LinkedIn Credits: - Sound engineering by Alan Southgate - http://alsouthgate.co.uk/ - Graphics by Yulia Kolodyazhnaya