Gartner Research

Well-Defined Duties of the Process Owner and Process Manager Are Critical Success Factors for Service Improvement Programs

Published: 16 January 2014

ID: G00259405

Analyst(s): Ian Head

Summary

Service improvement based on ITIL, COBIT, ISO20000, DevOps or other practices relies on ownership as the first principle, especially process ownership. Process owners and process managers can achieve dramatic service improvements with clearly defined accountabilities.

Table Of Contents
  • Key Challenges

Introduction

  • The Differences Between the Process Owner and the Process Manager

Analysis

  • Create a Service Management Governance Team, Chaired by the I&O Leader
  • Define the Process Improvement Duties of Each Process Owner and Manager
    • Ongoing Duties
    • Concerning Tools
  • Task the Process Teams to Reinforce Desired Behaviors With Strong Marketing and Communication

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