Structure service governance and clarify ITSM roles and responsibilities
This training provides a comprehensive understanding of key roles in IT service management based on the ITIL® framework, including the Process Owner, Practice Manager, and Service Owner. It focuses on how these roles contribute to daily operations, process maintenance, and continuous improvement.
Topics include the importance of IT governance, its alignment with other frameworks (PMBoK®, PRINCE2®, Agile, DevOps, SIAM, COBIT®), responsibilities across the four dimensions of service management, governance mechanisms, service and practice indicators, accountability structures, and internal/external communications. Clear distinctions between roles ensure a holistic and integrated view of service governance.
Is it for you ?
Anyone responsible for implementing, maintaining or improving one or more of the ITIL® processes, or responsible for service delivery.
Prerequisite
None.
What You'll Walk Away With
- ✓ Understand IT governance principles and integration with ITIL, COBIT, Agile, and DevOps
- ✓ Define clear roles and responsibilities (practice owners, service owners, managers)
- ✓ Establish governance mechanisms and service management controls
- ✓ Monitor performance using KPIs and audit practices
- ✓ Coordinate stakeholder interactions for consistent service management
Training content
- Importance and purpose of IT governance
- Relationship and integration of governance with other management frameworks and trends (ITIL®, PMBoK®/PRINCE2®, Agile, DevOps, SIAM and COBIT®)
- Practice and service owner roles
- Role and responsibilities assigned to the practice owner
- Practice owner responsibilities in relation to the 4 dimensions of service management (Organization and people, Information and technology, Partners and suppliers, Process and value stream)
- Integration and holistic view of service management
- Management mechanisms and activities required to act as a practice owner
- Distinctions between the roles of Practice Owner, Practice Manager, Service Owner(s), Service Level Manager and Business Relationship Manager
- Interactions between each role and how they will contribute to service governance
- Practice and service monitoring indicators
- Governance Committee and Accountability
- Practice audits and verification
- Intra and inter-organizational meetings
- Authority responsibilities and scope of action
- Communication and information sharing.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
