Key Roles and Responsibilities in IT Service Strategy

The Service Strategy publication defines some specific roles and responsibilities associated with the execution of a successful service strategy, including:

Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer's business and their customer outcomes. BRMs work closely with the Product Managers to negotiate productive capacity on behalf of customers.

Product Manager (PM): PMs take responsibility for developing and managing services across the life-cycle, and have responsibilities for productive capacity, service pipeline, and the services, solutions and packages that are presented in the service catalogues.

Chief Sourcing Officer (CSO): the CSO is the champion of the sourcing strategy within the organization, responsible for leading and directing the sourcing office and development of the sourcing strategy in close conjunction with the CIO.

Source: An Introductory Overview of ITIL V3 itSMF 2007