Customer satisfaction with features and benefits Number of errors found Number of fault free roll-outs Stability of solution Process costs ITIL® Key Performance Indicators The Deployment/Release Manager role is responsible for planning the product's transition to the user community, ensuring those plans are enacted appropriately, managing issues and monitoring progress. Deployment and Release Manager Profile-IT Enabling Roles Successful planning and control of hardware and software installations ITIL® Objective: ITIL® Release Management track record for meeting deadlines Process costs Ramifications of unsuccessful changes Number of successfully introduced changes ITIL® Key Performance Indicators The Process Engineer is one of the support roles. Its main goal is to equip the project/solution team with an efficient and lean development/solution implementation process, and to ensure that the team members are not hindered in doing their jobs. Process Engineer The Test Manager role is tasked with the overall responsibility for the test effort's success. The role involves quality and test advocacy, resource planning and management, and resolution of issues that impede the test effort. Test Manager The Change Control Manager role oversees the change control process and the configuration management for the project artifacts, which the role is also responsible for defining. Change Control Manager The Project Manager role plans, manages and allocates resources, sets priorities, coordinates interactions with customers and users, and keeps the project team focused. The Project Manager also establishes a set of practices that ensure the integrity and quality of project artefacts. Project Manager Managers The Test Designer role is responsible for defining the test approach and ensuring its successful implementation. The role involves identifying the appropriate techniques, tools and guidelines to implement the required tests, and to give guidance on the corresponding resources requirements for the test effort. Test Designer The Implementer/Programmer role is responsible for developing and testing components, in accordance with the project's adopted standards, for integration into larger subsystems. When test components, such as drivers or stubs, must be created to support testing, the programmer is also responsible for developing and testing the test components and corresponding subsystems. Implementer/Developer The Database Designer is responsible for designing the persistent data storage to be used by the system. Database Designer The User-Interface Designer coordinates the design of the user interface. User-interface designers are also involved in gathering usability requirements and prototyping candidate user-interface designs to meet those requirements. User Interface Designer The Technical Designer role is responsible for designing a part of the system, within the constraints of the requirements, architecture, and development process for the project. Technical Designer The Software Architect role is responsible for the software architecture, which includes the key technical decisions that constrain the overall design and implementation for the project. Software Architect The Business Designer is responsible for designing and specifying a part of the business practice including the appropriate business processes, tools / systems and organizational structure to be used. Business Designer Design and Implementation The Test Analyst role is responsible for identifying and defining the required tests, monitoring detailed testing progress and results in each test cycle and evaluating the overall quality experienced as a result of testing activities. The role typically carries the responsibility for appropriately representing the needs of stakeholders that do not have direct or regular representation on the project. Test Analyst The System Analyst role leads and coordinates requirements elicitation and technical use-case specification by outlining the system's functionality and delimiting the system; for example, identifying what actors exist and what use cases they will require when interacting with the system. Systems Analyst The business-process analyst is responsible for defining the business process architecture, and for defining the business processes, use cases and actors, and how they interact. Business Process Analyst Analysts Profile-IT Enabling Roles The carry out of changes in a timely manner with minimal risk and within cost constraints ITIL® Objective: ITIL® Change Management Process costs Degree of availability to other processes Quality and currency of data Completeness of data ITIL® Key Performance Indicators Configuration Manager is responsible for providing a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the versions of all configuration items in existence for the organization. Configuration Manager Profile-IT Enabling Roles Manager Definitive Software Library (DSL) Provide up to date information on elements in use ITIL® Objective: ITIL® Configuration Management Cost of the process Greater customer satisfaction Increased service availability and performance Reduction and absence of incidents ITIL® Key Performance Indicators The Support Analyst manages the problem resolution process for operational systems to completion and reports on system availability and compliance with agreed service levels. Support Analyst (Level 2) Profile-IT Enabling Roles Raise change requests (CR) Provide work around scenarios Turning unknown errors into known errors Prevent and reduce incidents and provide quick resolution to ensure structured use of resources. ITIL® Objective: ITIL® Problem Management Customer satisfaction Cost of the process Resolution rate Response rate Adherence to agreed service level ITIL® Key Performance Indicators The Support Analyst manages the problem resolution process for operational systems to completion and reports on system availability and compliance with agreed service levels. Support Analyst (Level 1) Profile-IT Enabling Roles Restore the service as soon as possible while minimizing any negative effect on business processes. ITIL® Objective: ITIL® Incident Management ITIL® SERVICE SUPPORT Process costs Liquidity Degree of cost coverage Adherence to budget ITIL® Key Performance Indicators Financial Manager Profile-IT Enabling Roles Economic control, financial planning, and cost accounting. ITIL® Objective: ITIL® Financial Management Process costs Test successes Investment and maintenance cost of recovery solution Time delay and data loss in the event of situation ITIL® Key Performance Indicators The Software Architect role is responsible for the software architecture, which includes the key technical decisions that constrain the overall design and implementation for the project. Software Architect The Technical System Administrator role maintains the technical environment, including hardware, software, system administration, user permissions, backup, and performance, and is ultimately responsible for systems availability. Technical Systems Administrator The Tool Specialist is responsible for the tools supporting the project and system like the development, configuration management, knowledge, requirements management and other tools. This includes selecting and acquiring tools. The Tool Specialist also configures and sets up the tools, and verifies that the tools work. The tools include the platforms, utilities and other application and architecture components that forms part of the system or its support. Tools Specialist Profile-IT Enabling Roles Safeguarding the performance and continuation against any eventualitybased on planning and preventative measures. ITIL® Objective: ITIL® Service Continuity Management Customer satisfaction impact Lost business opportunities Penalty for contract non-performance Materials consumed Overtime supplemented for support teams Income lost Productive time lost by users and IT resources ITIL® Key Performance Indicators The Tool Specialist is responsible for the tools supporting the project and system like the development, configuration management, knowledge, requirements management and other tools. This includes selecting and acquiring tools. The Tool Specialist also configures and sets up the tools, and verifies that the tools work. The tools include the platforms, utilities and other application and architecture components that forms part of the system or its support. Tools Specialist The Technical System Administrator role maintains the technical environment, including hardware, software, system administration, user permissions, backup, and performance, and is ultimately responsible for systems availability. Technical Systems Administrator Profile-IT Enabling Roles Ensure the availability of IT services as specified by the customer in service level management. ITIL® Objective: ITIL® Availability Management Ability to meet deadlines for provision of capacity Cost and economic use of resources Capacity utilization rate Number of bottlenecks Reserves Workload of IT services ITIL® Key Performance Indicators The Tool Specialist is responsible for the tools supporting the project and system like the development, configuration management, knowledge, requirements management and other tools. This includes selecting and acquiring tools. The Tool Specialist also configures and sets up the tools, and verifies that the tools work. The tools include the platforms, utilities and other application and architecture components that forms part of the system or its support. Tools Specialist The Software Architect role is responsible for the software architecture, which includes the key technical decisions that constrain the overall design and implementation for the project. Software Architect The Technical System Administrator role maintains the technical environment, including hardware, software, system administration, user permissions, backup, and performance, and is ultimately responsible for systems availability. Technical Systems Administrator Profile-IT Enabling Roles Ensure resource available to meet agreed customer requirements economically. ITIL® Objective: ITIL® Capacity Management Service process costs Performance of services Availability of service Customer satisfaction Number of deviations from the agreed Extent of IT Service coverage ITIL® Key Performance Indicators The Service Level Manager ensures that the service targets are identified, agreed and documented in Service Level Agreements and monitors and review these with customers of the service and solutions. Service Level Manager Profile-IT Enabling Roles Draw up, monitor and control the service level agreements and their underlying service quality. ITIL® Objective: ITIL® Service Level Management ITIL® SERVICE DELIVERY The Support Analyst Manage the problem resolution processes for operational systems to completion and report on systems availability and compliance with agreed service levels. Support Analyst (Level 1) Profile-IT Enabling Roles Highly motivated service employees Improved coordination with internal and external parties Reduction in service cost Reduction in incident reports and complaints Increased customer satisfaction ITIL® Key Performance Indicators Report on service support activities Keep users informed Provide initial assessment of all incidents and attempt resolution from known solution knowledge base Central point of customer contact with IS organization ITIL® Definition: ITIL® SERVICE DESK Process costs Degree of damage occurring during incidents Number of incidents Internal and external audit compliance ITIL® Key Performance Indicators The Technical System Administrator role maintains the technical environment, including hardware, software, system administration, user permissions, backup, and performance, and is ultimately responsible for systems availability. Technical Systems Administrator The Software Architect role is responsible for the software architecture, which includes the key technical decisions that constrain the overall design and implementation for the project. Software Architect Profile-IT Enabling Roles Compliance with law and contracts Availability secured Integrity of information reserved Confidentiality is reserved ITIL® Objective ITIL® SECURITY MANAGEMENT ITIL® PROCESS & PROFILE-IT ENABLING ROLE MAP