A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
A.
1, 3 and 4 only
B.
All of the above
C.
1, 2 and 3 only
D.
1, 2 and 4 only
C.
1, 2 and 3 only
Correct : B.
All of the above
Indeed it is B
Process Owner – Role
s and Responsibilities
Objective of the Role
•
Take ownership over the Process to establish accountability
•
Ensure there is a balance between the key components of a good Service
Management environment: People, Technology (Tool), Process and Steering
Responsibilities
•
Ensuring that the Process and Governance Structure is fit-for-purpose
•
Defining the Business Case for the process
•
Ensuring there is optimal fit between people, process, technology (tool) and
steering
•
Ensuring proper Key Performance Indicators are set
•
Ensuring quality reports are produced, distributed, and utilised
•
Integrating the Process into the line organisation.
•
Taking a ‘helicopter view’, overseeing and ensuring integration between the
specific Process and other Service Management processes.
•
Staying informed about developments of the business of Reuters
•
Staying informed about new ICT and / or ITIL developments
Activities
•
Analyze and distribute reports
•
Review proposed changes to the Process and Governance structure
•
Initiate improvements in the tool, process, steering mechanisms, and people
•
Review integration issues between the various processes
•
Communicate changes to the Process and Governance Structure
•
Promote the Service Management vision to board level / Senior Management
•
Function as a point of escalation when required
•
Approve and initiate training when required
•
Recruit and coach staff to support the Process where needed
•
Attend board level management meetings to asses the impact of organisational
decisions on the process environment
•
Schedule and attend meetings according to the Process and Governance
Structure
Authority
•
Has the authority to approve proposed changes to the Process and Governance
Structure
•
Cannot enforce the use of the Process, but can escalate any breaches to board
level management
•
Can organise training for IT employ
ees and can nominate staff, he/she cannot
oblige any staff to follow training, but can escalate to line management should
training be required
•
Will negotiate with the relevant Process Owner if there is a conflict between
processes
•
Has the authority over Process staff where process activities are concerned
•
Can initiate research into changing tooling, however, the tool owner is
responsible for the tool and will have the final say
•
Will negotiate with the relevant Process Owner if there is a conflict between
processes