ITIL Foundation: Process Owner and Function Concepts

You may have wondered at least once, who is behind the process, in order to understand the meaning of each step, right? In addition, understanding function concepts facilitates some means and becomes indispensable. Therefore, today we’ll discover the process owner and function concepts in ITIL Foundation!

The process owner

According to ITIL Foundation (2011 edition), being the Process Owner suggests to assign and ensure that the process is fit for the desired purpose, in which the outputs of the process end up being relevant.

Example: the Change Management Process Owner. The process owner must be accountable for a process, ensuring that it is executed as agreed and documented, achieving the defined goals regardless of where they are and what technologies, services, and professionals are involved.

However, the process owner’s duty (accountable) lies in sponsoring, designing, managing changes, and focusing on the continuous improvement of the process and its metrics.

In general, this role is often assigned to the same person who performs the Process Manager role, but in large companies, these two roles are sometimes separated.

Its main planning assignments are: defining the strategy and design, documentation, policies, standards, and publication of the process, including the definition of Key Performance Indicators (KPIs).

In operation

Ensure the execution, communication, and forwarding of issues related to the process execution, interfacing with functional managers, ensuring that the process receives the necessary resources and that all involved are trained and well aware of their roles and judgments within the process.

In design

Sponsor, design, and manage changes in the process.

Review Assignments

Review process improvement suggestions and regularly audit processes. From time to time, review the process strategy.

Function concepts

A function is a logical concept that refers to people and automated measures that perform a defined process, task, or combination of processes or tasks.

In larger companies, a function supports division and execution across multiple departments, teams, and groups. That is, it can also be incorporated within a single organizational unit.

Thus, the functions of Service Operations are vital to managing the IT operational environment in a “steady state.”

They are logical functions and do not need to be performed in an organizational structure format. Thus, Technical Management and Application Management can be organized in any combination and in any number of departments.

Overview of Service Operation functions

The Service Desk or Service Center is the main point of contact for users. This happens through service interruptions, service requests, or even for some categories of Change Requests.

The Service Center provides a single communication point to users.

• IT Operations Management is the function responsible for the daily operational tasks necessary to manage the IT infrastructure. In short, done according to Performance Standards defined during the Service Design phase.

• IT Operations Control is generally composed of operator shifts. And indeed, they end up ensuring that routine operational tasks are carried out.
• Facilities Management refers to the physical management of the IT environment, the data center, or server room.
• Technical Management provides detailed information on technical skills and resources needed to support the continuity of IT infrastructure operation. Thus, it plays a solemn role in the design, analysis, release, and improvement of IT services.
• Application Management is responsible for managing applications throughout their lifecycle, supporting and maintaining operational applications. It also plays a notable role in designing, testing, and improving applications that are part of IT service management.

Conclusion

We have seen that although ITIL has many concepts and contributes a lot to the job market, it also opens doors to incredible ideas. As professionals use it, they achieve goals and their success becomes more prominent.

Moreover, don’t miss opportunities that come your way. Explore the epic world of IT; it’s worth keeping up-to-date. Therefore, check out these 10 tips for entering the IT market:

1. Choose a suitable course;
2. Study hard;
3. Look for an internship;
4. Improve your English;
5. Strive to stand out in the market;
6. Be curious;
7. Evaluate whether you need a degree;
8. Focus on networking;
9. Stay tuned to job openings on the internet;
10. Seek companies that offer training.