Allocating the necessary resources
Resources are a fundamental necessity for any undertaking. In this case, there are a variety of resources needed. You obviously have the human resources and financial resources necessary to accomplish the objectives of your service management program. There is also the need for tool resources, which will be described in the next section.
In order to be successful in implementing a service management capability, you will need the following roles filled:
- Program and project managers: These individuals will manage the program and projects that are included in your roadmap to deliver the changes necessary and achieve the organizational objectives.
- Process owners: As we described in the previous chapters, each process in your program will require a process owner to be accountable for the process and ensure that the process objectives and results are delivered.
- Process managers: These individuals are accountable to ensure the day-to-day...