What is the main role of Process Owners in ITSM?

The main role of Process Owners in IT Service Management (ITSM) is to maintain accountability over one or more processes. This responsibility involves ensuring that the processes are defined, efficient, and effective in delivering value to the organization. Process Owners oversee the design, implementation, and continuous improvement of IT processes, making certain that they align with the organization’s objectives and deliver the expected outcomes.

By holding accountability, Process Owners are tasked with monitoring performance metrics, managing process-related risks, and communicating necessary changes to stakeholders. They serve as the point of contact for any issues related to their processes and are instrumental in fostering a culture of process ownership and improvement within the organization.

Daily operations, training staff, and implementing user feedback are all important tasks within ITSM but are typically not centralized under the role of the Process Owner. These activities may fall to other roles within the ITSM framework, highlighting the distinct responsibility assigned to Process Owners in guiding and improving specific IT processes.