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Introduction
To ensure the implementation of ITIL is given the necessary priority and attention and in line with best practice at other universities, it has been agreed that process managers will be appointed for each of the ITIL processes and functions. The following assignments were agreed by the ITS Management Team in October 2004 and have since been updated to reflect divisional allocations as a result of organisational changes.
Process Managers
| Process Manager |
Person |
ITIL Training |
ITIL Certified |
Incident Manager |
Geoff Mitchell |
Yes |
Yes |
Problem Manager |
Alison Davis |
Yes |
Yes |
Change Manager |
Avril Grant |
Yes |
Yes |
Release Manager |
Joe Dascoli |
Yes |
|
Configuration Manager |
Warren Fraser |
Yes |
Yes |
Capacity Manager |
Don Caruana /
Greg Palmer |
Yes |
|
Finance Manager |
Carmel Brown |
Yes |
Yes |
Availability Manager |
Ross Gorham |
Yes |
Yes |
Service Level Manager |
Neil Thelander |
Yes |
Yes |
Continuity Manager |
Warren Fraser |
Yes |
Yes |
Service Desk |
Jackie Frew |
Yes |
Yes |
Security Manager |
Barry Lynam |
Yes |
Yes |
Requirements of ITS Process Managers
Incident Process Champion
- Monitor the efficient and effective implementation and ongoing maturity of the Incident Management process.
- Champion the process across the university.
- Provide recommendations for Incident Management process improvement to the ITSM Reference Group.
Problem Process Champion
- Monitor the efficient and effective implementation and ongoing maturity of the Problem Management process.
- Champion the process across the university.
- Provide recommendations for Problem Management process improvement to the ITSM Reference Group
Change Process Champion
- Monitor the efficient and effective implementation and ongoing maturity of the Change Management process.
- Champion the process across the university.
- Provide recommendations for Change Management process improvement to the Change Advisory Board.
- Report on the Change Management process to the ITSM Reference Group as required.
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