Defining ITSM roles

Fri, 23 Jul 2021 14:43:59 GMT

Hi all,

Does anyone have a good (and simple-ish) information source for defining and mapping ITSM and related roles?

I've looked at SFIA (good but very wordy), and PSMF (may be a good fit) but wondered if anyone had experience of actually implementing and if so what information sources they used?

The issue I'm finding is that role descriptions are either technical or service management. There's very little overlap and in my opinion a lot of roles need a mix of both.

Mon, 26 Jul 2021 18:07:04 GMT

Hi, when you say map ITSM and related roles, do you mean ITSM activities a Change Manager would do for example or do you have roles in the organisation that you would like to map ITSM activities to for example Customer Experience Manager. As you can appreciate this changes the response I would be able to give re mapping

Fri, 6 Aug 2021 13:29:46 GMT

HI Richard, its probably more of the second one than the first. Pure ITIL based roles and technical roles tend to be clearly defined.. in lots of places. The example of CSM is a good one. It'll need a mix of skills and attributes, and depending on context could be technical or not.

Tue, 10 Aug 2021 10:28:32 GMT

Hi Sean,

Many years ago I worked with an organisation using what was an older version of SFIA. As you know it is much broader than IT Service Management or IT in general, and yes I do know what you mean about it being "wordy". The benefit was the levels of knowledge in each discipline, which a typical job description in that organisation would list multiple disciplines with the expected SFIA discipline levels for the role.

I've also worked with organisations that haven't adopted SFIA. One had a Service Management RACI model which mapped all roles to each process (now practices in ITIL 4 as you know). It was crude but effective.

My gut feel was Process Roles (now practice roles) might help, but those would typically list steps in a process that the role does not broader skills and attributes.

Definitely work speaking to Mark Lillycrop and others on PSMF.