- Process Manager to align the processes across the different parties below.
- Familiar with operational ITIL environment and the following processes in particular
- The Incident Manager will repair the service for the customer as soon as possible with the aim of minimising the negative impact of a failure within the IT service to achieve the quality and availability levels agreed upon by the SLAs.
- The Change Manager is in favour of evaluating, authorizing and checking changes with the aim of managing the volume of changes needed in such a way that a possible negative impact of these changes on the business is minimised.
- The Problem Manager has the task of minimising the negative impact of incidents and changes on the business caused by errors within the IT services. The Problem Manager also aims to prevent incidents and changes proactively by consulting documents of "root cause analysis" of previous problems.
- The task of the Release Manager is to design and implement a successful rollout of sprints/releases in software/Hardware and efficient procedures for the distribution and installation of changes.
- The Configuration Manager has the task to keep the management of all packages configured within the application infrastructure up to date in the CMDB. Hereby he will collaborate closely with Release & Change Management.
- The Availability Manager is responsible for ensuring that the services available are equal or greater to the agreed business needs and in a cost-effective manner.
- The Capacity Manager is responsible that the capacity reports of the environment Applications & Infrastructure are analyzed and where necessary the end-to-end process is informed of possible problems with it capacity.