Service Design Roles

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
Okay. Learners, less than 4.2. Design service design roles.
00:06
You ready?
00:07
I know you already. Okay, so they're learning objectives in this video. We will cover the breakdown of each service design role, understanding the organization context as well as modes used in I tell. And we will talk about the Rocky model and the I tell structure qualifications.
00:26
Okay, so the key roles definition. So we have the service owner. We have the process owner. We have the process manager as well as the process practitioner. So make sure you take heed of these particular key rose within the service design. Okay.
00:48
All right. So we're gonna break down roll number one, the service owner. So the service owners more is accountable for a specific service. So it represents the service across the organization and its responsible for a continual improvement and management of that change.
01:04
Okay.
01:08
And then we go into the role breakdown for number two is the process owner. So the process owner is Maura con before a single process or whatever that service effects. So that's their main objectives. So they are ensuring the processes perform effectively and efficiently,
01:26
and it's a subject to continue improvement as well.
01:32
Then we have rolled breakdown three, which is our process manager. So our process manager is more responsible for the operational management of a process which includes coronation that includes the monitoring and the reporting as well,
01:49
and last but not least, role breakdown Number four, which is more of the process practitioner. So they are more responsible for carrying out one or more processes activities throughout the throughout the process or throughout the stage. And it may be in many
02:08
in any of the organization, so it may be many of one an organization. So you have plenty off process practitioners within each stage within the organization.
02:22
Okay,
02:23
so here we go into the organizational context, right? So when designing a service or process, it is essential that all roads are clearly defined to enable fast and effective decision making processes. So, like we have mentioned throughout the past lessons and modules, how critical it is to have roles that are
02:40
clearly defined to enable this fast
02:44
and affect the decision making. So this need to have the same mindset all the way through each stage of the life cycle.
02:51
Okay,
02:53
so when we talk about the organizational context so this can be done by using Iraqi authority of Matrix, Um, to basically clarify any operational roles or responsibilities and relationships as well as defined the levels of accountability within your organization
03:12
and in coordinates, the participation, every business activity.
03:15
Okay, Now, this will help to a first agree what activities need to be done. Second is defined and agree for accountability purposes it improve your organization of communication as well as it will avoid the duplication of the efforts where everyone start gets the *** get, get frustrated with
03:34
duplication and knowing that something is already in place so that streamline those communications as well as you get jobs done and properly on time and you avoid the blame culture. So you have a pretty straightforward culture that understand what needs to be done and you go forward from there. Okay,
03:53
so the Rocky Mountain motto is based off of the responsible.
03:59
Um, that means that executes the process. And so it does the work and can be more than one. So there are there most always at the least one person responsible for each task for won't get over saturated and then you have your accountable which is, has the ownership of quality and end results. So that's owner
04:18
in on Lee. One person.
04:21
Okay, then you have your consultant, which provides input of knowledge and information. So they provide assistance, and then you have informed which is more so receives information about execution. So it's just more of a need to know. Um, person.
04:38
Okay.
04:42
And here I just wanted to put some visual as a reference point. How the role responsibilities is breaking is broken down within the matrix for managing the change. And as you could see where the AIDS that ours the season the eyes is depicted on the graph just give you more of a visual off
05:00
what to look for and how to stream like these, these different responsibilities,
05:05
for instance, you could look at articulate a vision for a business and service change in their domain, and you'll see what? Who is that sponsor that change sponsor within that particular room? Or who's the enabler? The end, the change agent as well as the change target.
05:26
Okay.
05:29
All right, then we want to go into the structure of Isil. So this is definitely a
05:34
a reference point for you as where I talked to you guys in the beginning of the of this session where we're at now as far as the eye tell foundation and the streamline all the way up to I tell Master. So this gives you a a
05:53
graph or vision that you can see yourself at Faras where we currently get now. So right now we have the I tell foundation in the credits that provides all the way up to ICT expert always item master.
06:08
And this is where you can sit down. You can cross over to I tell four foundations as well when you get into those particular things and have those credits.
06:16
Okay, so also the note one, Here we are on the life cycle stream. Where is this? Where is the service Life cycles. And then from that way up, he goes up to managing across the life cycles and so forth.
06:31
Okay.
06:33
All right, so in summary less than 4.2. So this service design roses what we discussed, which is the service owner? The process owner process manager, the process practitioner, the Rocky Mountain model in the itto qualification charges for reference points.
06:53
All right to the next lesson. So you lady
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