ITIL Service Delivery Manager
Maybe I missed it, but ITIL V3 doesn't appear to have one person owning and accountable for the customer experience. I don't mean for one service, for one process, for one customer: all of it.
It has always seemed to me vital to have a Service Delivery Manager who owns the "front office" - all of the customer/user experience: Service Desk, Service Level Management, Customer Relationship, Availability. And non-ITIL functions User Field Support and User Training.
[Putting Availability here may require explanation for some readers. Service Delivery owns Availability strategy and planning. The Service Delivery Manager owns the Availability Plan; IT Operations executes on it; Service Level Management (which the SDelivM owns) measures it.
And BTW in my view Capacity is a subset of Availability - I've never understood why ITIL splits them apart.]
What do you think?
Does ITSM care if there is a central Service Delivery Manager or not?
Is the role there and I missed it?
Is Service Delivery Manager an organisational position (and hence each organisation's decision whether they have one) but not an ITSM role?
[Updated: please please read the comments. they are goldmine. If you are the typical 21st Century Digital Boy or Girl, skip straight to the answer and miss all the value]
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