Availability secured
Compliance with law and contracts
ITIL Objective:
Software Architect
Support Analyst (Level 1)
Response rate
Resolution rate
Cost of the process
Customer satisfaction
Number of incidents
ITIL Key Performance Indicators
Degree of damage occurring during incidents
Process costs
Provide initial assessment of all incidents and attempt resolution from known solution knowledge base
ITIL Objective:
ITIL Definition:
ITIL Objective:
Configuration Manager
Completeness of data
Process costs
Customer satisfaction
The carry out of changes in a timely
manner with minimal risk and within
cost constraints
Systems Analyst
Business Designer
The Software Architect role is responsible for the software architecture, which includes
the key technical decisions that constrain the overall design and implementation for the project.
Software Architect
The Technical Designer role is responsible for designing a part of the system,
within the constraints of the requirements, architecture, and development process for the project.
Technical Designer
Performance of services
Analysts
The Test Analyst role is responsible for identifying and defining the required tests,
monitoring detailed testing progress and results in each test cycle and evaluating
the overall quality experienced as a result of testing activities.
The role typically carries the responsibility for appropriately representing the needs of
stakeholders that do not have direct or regular representation on the project.
Availability of service
ITIL Objective:
Tools Specialist
Workload of IT services
Reserves
Number of bottlenecks
Database Designer
Implementer/Developer
The Test Designer role is responsible for defining the test approach and ensuring its
successful implementation. The role involves identifying the appropriate techniques, tools
and guidelines to implement the required tests, and to give guidance on the corresponding
resources requirements for the test effort.
ITIL Objective:
Test Designer
The Project Manager role plans, manages and allocates resources, sets priorities,
coordinates interactions with customers and users, and keeps the project team focused.
The Project Manager also establishes a set of practices that ensure the integrity
and quality of project artefacts.
The Change Control Manager role oversees the change control process
and the configuration management for the project artifacts, which the role
is also responsible for defining.
Project Manager
Tools Specialist
Test Manager
Income lost
Overtime supplemented for support teams
Process Engineer
ITIL Key Performance Indicators
Materials consumed
Penalty for contract non-performance
Process costs
ITIL Objective:
ITIL Objective:
Process costs
Stability of solution
Number of fault free roll-outs
Software Architect
ITIL Key Performance Indicators
Tools Specialist