IT Service Roles & Responsibilities Overview
A high-performing IT organization has clearly defined and well-understood roles for its employees. These are called Service Roles. These roles work together under any group that’s leveraging the concept of services and capabilities along with frameworks such as ITL and Technology Business Management (TBM). The purposes of the Service Roles are listed below:
| 1. Ensure a CLIENT-ORIENTED focus and to answer the need for role-level consistency across IT in managing IT services | 2. Set EXPECTATIONS for IT employees‘ PRIORITIES and performance in a services-oriented organization |
| 3. Establish WHO is responsible for what in terms of services | 4. Support strategic RELATIONSHIPS between IT and the business |
| 5. These roles typically DO NOT REPLACE HR Job Titles | 6. Hold service teams ACCOUNTABLE |
However, just creating and implementing service roles without understand specific receptibilities is not going to help organizations achieve their desired outcomes. During this webinar, you will be introduced to not only Rego’s Service Roles but also our Service Roles LifeCycle. The Service Roles LifeCycle consists of the following five (5) phases:
| Strategize → Plan → Implement → Operate → Optimize |
During this webinar, you will get an overview of service roles but a deep into specific activities for each role. Tim will also showcase Rego’s Service Roles RASCI (Responsible, Accountable, Support, Consult, and Inform) and a typical customer handbook.
Speakers
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Tim Pietro |
Tim has spent a lot of time of his career pioneering new solutions that empower companies to leverage enhanced visibility into their IT spending to redistribute more toward growth and transformation. Tim spent the majority of his 25-year career at Cisco Systems in IT followed by leadership roles at VMware and ServiceNow. Tim has been a key part of the cross-industry team that developed the Technology Business Management (TBM) framework. In addition to his role at Rego Consulting as VP of Business Development, he continues to cultivate a strong presence throughout the industry as a member of the TBM Council Steering Committee and was recently published in ‘The Next CIO’ book which is now an Amazon best seller. He has been invited to the White House multiple times to help support our US CIO on the 2023 TBM Public Sector mandate and continues to support that effort.
Tim’s expertise comprises of over 15 years of experience in the TBM space. His focus is on operationalizing TBM across the IT Organization with focus on organizational change management and governance.
