The Problem and Knowledge Service Management Process Owner is responsible for the overall governance, design, training, and continuous improvement of this process. This includes defining process objectives, policies, and standards to align with business and IT strategies, ensuring process compliance, and addressing non-conformance through corrective actions.
Responsibilities
1. Governance: Define process objectives, policies, and standards to align with business and IT strategies.
2. Process Design and Implementation: Develop and maintain Problem and Knowledge process workflows, roles, and responsibilities, collaborate with stakeholders to design processes that meet business needs, drive the implementation of ITSM tools and automation to support process efficiency.
3. Governance and Continuous Improvement: Define, monitor, and analyze process performance using Key Performance Indicators (KPIs) to drive data-driven business cases, identify areas for improvement and lead initiatives to enhance process effectiveness, develop business cases for improvements.
4. Collaboration and Stakeholder Engagement: Partner with Problem and Knowledge Process Managers, IT teams, and business leaders to ensure effective process execution, provide guidance and support to Problem and Knowledge managers, resolving escalations as needed, communicate process changes, updates, and outcomes to relevant stakeholders.
5. Training and Knowledge Management: Develop and deliver training materials to educate staff on problem and knowledge workflows, tools, and process value, maintain up-to-date process documentation, including policies, procedures, and workflows, promote a culture of process adherence and continuous learning.
6. Reporting and Insights: Define and measure process success metrics, prepare regular reports on Problem and Knowledge process performance and improvement initiatives, present insights and recommendations to senior leadership, especially issue trends and areas needing improvement.