Instead of specifiying a fixed set of processes, ITIL V4 introduces a holistic approach and shifts the focus on 34 'practices'. Organizations that wish to adopt ITIL 4 will find that the latest edition of ITIL is less prescriptive about processes - and roles. The roles described here follow the specifications of ITIL V3 and are grouped by Service Lifecycle stage. Service Level Manager The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. Project Manager The Project Manager is responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates. Business Relationship Manager The Business Relationship Manager is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services. This role aims to enable beneficial Changes to be made, with minimum disruption to IT services. Change Manager The Change Manager controls the lifecycle of all Changes. The primary objective of this role is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. Problem Manager The Problem Manager is responsible for managing the lifecycle of all Problems. Popular ITIL roles Incident Manager The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. 4 Documenting ITIL roles and responsibilities: The RACI-Matrix.
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