Evaluation Manager
From IT frameworks
Contents |
Job Description for the position ofEvaluation Manager
Evaluation Management is a discipline in IT service management.
Evaluation Management provides a consistent and standardized means of determining the performance of a service change in the context of existing and proposed services and IT infrastructure.
The role of Evaluation Manager is to ensure the goals of the Evaluation Management process are achieved. The main objective is to predict and measure expected performance against Service Acceptance Criteria and later actual performance
The job
The Evaluation Manager is a position within the scope of Evaluation Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Transition Manager and Change Manager requesting Evaluations.
- Immediate juniors are the Service Transition staff triggering the Evaluation Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Number of Evaluation cases at present
- Plan over due dates for Evaluation reports
- Time used to perform Evaluation reports
- Differences in Predicted Performance v Actual Performance
- Number of bypasses
- Number of failed designs (Measured against Service Acceptance Criteria)
- Number of Services properly stopped after Evaluation process input
Responsibilities
Evaluation Manager is responsible for:
- Tasks
- Plan Evaluations of new or changed Services or Service components
- Understand the intended effect of a change
- Understand the unintended effect of a change
- Evaluate predicted performance and report to Change Management (Risk analysis)
- Evaluate actual performance (Risk Analysis) and report to Change Management
- In addition to the main task as shown above:
- Making recommendations for Service Improvement Plans
- Ensuring the Evaluation Management process is performed as designed.
- Developing a Evaluation Management process model for the role of Evaluation Manager.
- Ensuring the Evaluation Management process is fit for purpose.
- Ensuring process description meets objectives
- Sponsorship, design, and continual improvement of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading and supporting the Evaluation Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Evaluation Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Transition Manager (To ensure Evaluations are managed in relation to the Evaluation Management process description)
- To Service Owner (To improve all Incident Management decisions)
- To Service Transition Management (For escalation reasons)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design design tools and technologies to perform Evaluations.
- Service Design designs Evaluation Models with pre-defined activities. Any changes to these activities must be transitioned.
- Evaluation Manager passes the Evaluation Report to Change Management.
Resources
Internal resources
- The Evaluation Manager has internal resources available as defined by the organization for process owners.
External resources
- The Evaluation Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Evaluation management process.
Qualifications
It is expected that the Evaluation Manager has the competence required to competently manage the Evaluation Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Evaluation Management ITILv3 process better so that expectations are continually met.
Advancement
As Evaluation Manager you have the possibility to apply for positions as Service Transitions Manager and other key positions in the Transition life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
