ITIL Stakeholders

Here are some of the roles, job titles, departments or groups who may be ITIL Stakeholders. You can use this to generate a list of potential stakeholders or as a checklist in case you have missed any roles. This list is focused on ITIL, for a generic list of stakeholders see generic stakeholder list.

See also Bitcoin Stakeholder list, IT project stakeholder mindmap, IT project stakeholder list, ecommerce stakeholder list, Construction stakeholders and Structured Settlement stakeholders.

Most of these roles are listed in the ITIL Dictionary, but we have included some additional roles that are typically stakeholders on ITSM projects, and should be considered in your stakeholder engagement strategy. View the full ITIL dictionary of terms.

The ITIL stakeholder list

  • Account Manager


    (Service Strategy) A Role that is very similar to Business Relationship Manager, but includes more commercial aspects. Most commonly used when dealing with External Customers.
  • ITIL stakeholders
  • Availability Manager


    Ensure adequate availability of all IT services. Develop and maintain an Availability Plan. Oversee availability monitoring and performance and report provision and advice. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Business Relationship Manager (BRM)


    (Service Strategy) A Role responsible for maintaining the Relationship with one or more Customers. This Role is often combined with the Service Level Manager Role. See Account Manager.
  • Call Centre


    (Service Operation) An Organisation or Business Unit which handles large numbers of incoming and outgoing telephone calls. See Service Desk.
  • Capacity Manager


    Ensure adequate performance and capacity for all IT services. Capacity Planning, report provision and advice to other areas of IT and the business.
  • Change Advisory Board (CAB)


    (Service Transition) A group of people that advises the Change Manager in the Assessment, prioritisation and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties such as Suppliers.
  • Change Manager


    Administration of all RFCs, preparation of RFCs for CAB meetings, communicate Change Schedule for Service Desk. Authorise (or reject) changes. this role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Chief Information Officer


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • CMS/Tools Administrator


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Configuration Administrator/Librarian


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Configuration Analyst


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Configuration Manager


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Contracts Manager


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Customer


    Someone who buys goods or Services. The Customer of an IT Service Provider is the person or group who defines and agrees the Service Level Targets. the term Customers is also sometimes informally used to mean Users, for example "this is a Customer focussed Organisation.
  • Development


    The Role or group that carries out Development work.
  • Emergency Change Advisory Board (ECAB)


    (Service Transition) A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change.
  • External Customers


    A Customer who works for a different Business to the IT Service Provider. See External Service Provider, Internal Customer.
  • External Service Provider


    (Service Strategy) An IT Service Provider which is part of a different Organisation to their Customer. An IT Service Provider may have both Internal Customers and External Customers. See Type III Service Provider.
  • First-line Support


    (Service Operation) the first level in a hierarchy of Support Groups involved in the resolution of Incidents. Each level contains more specialist skills, or has more time or other Resources.
  • Information Security Manager


    Manage the entire security process, consult with senior management to agreed on the Information Security Policy and gain support. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Internal Customer


    A Customer who works for the same Business as the IT Service Provider. See Internal Service Provider, External Customer.
  • Internal Service Provider


    An internal service provider that is embedded within a business unit e.g. one IT organisation within each of the business units. the key factor is that the IT Services provide a source of competitive advantage in the market space the business exists in.
  • IT Service Management Forum (itSMF)


    The IT Service Management Forum is an independent Organisation dedicated to promoting a professional approach to IT Service Management. the itSMF is a not-for-profit membership Organisation with representation in many countries around the world (itSMF Chapters). The itSMF and its membership contribute to the development of ITIL and associated IT Service Management Standards. See https://www.itsmf.com/ for more information.
  • IT Service Provider


    (Service Strategy) A Service Provider that provides IT Services to Internal Customers or External Customers.
  • IT Steering Group


    A formal group that is responsible for ensuring that Business and IT Service Provider Strategies and Plans are closely aligned. An IT Steering Group includes senior representatives from the Business and the IT Service Provider.
  • Process Manager


    A Role responsible for Operational management of a Process. The Process Manager's responsibilities include Planning and co-ordination of all Activities required to carry out, monitor and report on the Process. There may be several Process Managers for one Process, for example regional Change Managers or IT Service Continuity Managers for each data centre. the Process Manager Role is often assigned to the person who carries out the Process Owner Role, but the two Roles may be separate in larger Organisations.
  • Process Owner


    A Role responsible for ensuring that a Process is Fit for Purpose. the Process Owner's responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its Metrics. this Role is often assigned to the same person who carries out the Process Manager Role, but the two Roles may be separate in larger Organisations.
  • Release and Deployment Manager


    Manage the release of changes and advises the Change Manager (as part of CAB) on release issues. this role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Second-line Support


    (Service Operation) The second level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources.
  • Service Asset Manager


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Service Level Manager


    Manages Service Catalog, SLAs and OLAs and ensures alignment of Underpinning Contracts, identifies and manages improvements to services and processes, analyzes and reports on Service Level Achievements. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Service Manager


    A manager who is responsible for managing the end-to-end Lifecycle of one or more IT Services. the term Service Manager is also used to mean any manager within the IT Service Provider. Most commonly used to refer to a Business Relationship Manager, a Process Manager, an Account Manager or a senior manager with responsibility for IT Services overall.
  • Service Owner


    (Continual Service Improvement) A Role which is accountable for the delivery of a specific IT Service.
  • Shared Service Providers


    An internal service provider that provides shared IT service to more than one business unit e.g. one IT organisation to service all businesses in an umbrella organisation. IT services for this provide don't normally provide a source of competitive advantage, but instead support effective and efficient business processes across an organisation. this role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Sub-contracted Supplier


    This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Super User


    (Service Operation) A User who helps other Users, and assists in communication with the Service Desk or other parts of the IT Service Provider. Super Users typically provide support for minor Incidents and training.
  • Supplier


    (Service Strategy) (Service Design) A Third Party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and Outsourcing Organisations.
  • Support Group


    (Service Operation) A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes.
  • Technical specialists


    Build, test and deploy the actual hardware and software components. This role is not listed in the ITIL glossary, but is listed here as a potential stakeholder.
  • Third Party


    A person, group, or Business who is not part of the Service Level Agreement for an IT Service, but is required to ensure successful delivery of that IT Service. For example a software Supplier, a hardware maintenance company, or a facilities department. Requirements for Third Parties are typically specified in Underpinning Contracts or Operational Level Agreements.
  • Third-line Support


    (Service Operation) The third level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources.
  • Type I Service Provider


    (Service Strategy) An Internal Service Provider that is embedded within a Business Unit. There may be several Type I Service Providers within an Organisation.
  • Type II Service Provider


    (Service Strategy) An Internal Service Provider that provides shared IT Services to more than one Business Unit.
  • Type III Service Provider


    (Service Strategy) A Service Provider that provides IT Services to External Customers.
  • User


    A person who uses the IT Service on a day-to-day basis. Users are distinct from Customers, as some Customers do not use the IT Service directly.

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