Page 385 - ITIL® Foundation 3.15

The Deming Cycle (PDCA)
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Defined Roles & Responsibilities
Who defines the measures and targets?
Who monitors and measures? Who gathers the data?
Who processes and analyzes the data?
Who prepares the reports? Who presents the reports?
Typically Engaged Titles
CSI Manager
Service Manager
Service Owner
Process Manager Process Owner
Business Process Owner IT Staff
IT Managers
Business or IT Analyst
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Based upon ITIL® Materials. Reproduced under license from the Cabinet Office.
CSI Roles