ITIL - Service Strategy Roles

There are several roles that are responsible for managing different key aspects of Service Strategy. This chapter discusses the roles of each in detail.

Sr.No Role & Responsibility

Business Relationship Manager

  • Maintains good relationship with customers

  • Identifies customer’s needs

  • Ensures service provider meet customer’s need

  • Works closely with Service Level Manager


Demand Manager

  • Responsible for understanding, anticipating, and influencing customer demand for services

  • Works with capacity manager to ensure that service provider has sufficient capacity to meet the required demand


Financial Manager

  • Responsible for accounting, budgeting, and charging requirements


IT Steering Group (ISG)

  • Sets direction and strategy for IT services

  • Reviews the business and IT strategies in order to make sure that they are aligned

  • Sets priorities of service development programs


Service Portfolio Manager

  • Decides on a strategy to serve customers in cooperation with ISG

  • Develops service provider’s offering and capabilities


Service Strategy Manager

  • Works with ISG in producing and maintaining the service provider’s strategy

  • Responsible for communicating and implementing service strategy