The difference is that the Service Continuity Manager is focused on Force majeure and disaster scenario events, and the Risk Manager is focused on risk assessment of individual assets and their vulnerabilities. They fit well together, as both roles are responsible for risk management, threat identification and mitigation, and ensuring minimum / or acceptable impact on service delivery in case those events actually occur.
Risk Manager and Service Continuity Manager are both oriented toward the future, looking for the best possible outcome in case of undesired events. The Service Level Manager’s focus is more oriented toward initial negotiations of service levels, but that makes him a good candidate for Business Relationship Manager, as he will be very familiar with the customer’s needs.
Because part of customer relationship is agreeing upon and respecting agreed Service Levels, the Service Level Manager and Business Relationship Manager roles fit well together. The Business Relationship Manager role is responsible for managing and maintaining good relationships with customers, and most importantly, ensuring that the Service Catalogue is adequately meeting customer needs. ITIL roles that fit together within the Service Lifecycleįigure 1: ITIL roles that can be managed by a single person, and the relationship between role and ITIL Service Lifecycle. Just by looking at the sheer number of ITIL functions and roles may leave you wondering – how do you fit a limited number of IT staff into so many roles? It’s obvious that one person will act in several roles, but how do you optimally combine them? Of course, it all depends on the size of your organization, and which ITIL processes that you’ve implemented, but none of that changes the fact that some roles fit well together, and some of them don’t.
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