New roles in ITIL 4

Success Problem

According to ITIL 4, roles and responsibilities can be categorized or combined in many numbers of ways, depending on the organizational structure


Some roles directly interact with people (front facing) while others deal with technology (backend). Moreover, there are roles that are directly associated with services and others associated with processes.


Service strategy manager The Service Strategy Manager is a new role introduced in ITIL 4 edition. The Service Strategy Manager primarily supports the IT Steering Group in developing and maintaining the IT service provider's strategy. his role is also accountable for communicating and implementing the service strategy. Demand Manager The Demand Manager is a new role introduced in ITIL 4 to execute activities related to Demand Management process. The Demand Manager is responsible for understanding, anticipating and influencing customer demand for services. Identifying and analyzing patterns of business activity to find out the levels of demand that will be placed on a service. The Demand Manager works jointly with the capacity manager to ensure that the IT service provider has adequate capacity to meet the expected demand. Business Relationship Manager The Business Relationship Manager is a new role introduced in ITIL 4. The responsibilities of Business Relationship Manager includes maintaining a positive relationship with customers, identifying customer needs, and ensuring that the service provider will be able to fulfill those needs with an appropriate catalogue of services. The Business Relationship Manager works very closely with the Service Level Manager and sometimes in smaller organizations, these two roles are combined.



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