Page 90 - ITIL® Foundation 3.15

The Difference of Focus
In ITIL, there is a vast difference in the expectations between the two roles of “owner” and “manager”. An owner is one who is ultimately accountable for the success of a process, service, or other owned entity.
The owner identifies what success will look like, sets the high-level objectives for achieving
success, directs the manager (high-level) in what is to be done to achieve success, promotes the process, looks for improvement opportunities and ensures that the manager has all of the resources necessary to be successful. Owners may run “interference” for managers when the owners of other processes or competing entities get in the way of the manager achieving success.
Managers perform the strategies, policies, and standards that have been handed down from the owner. Managers are responsible for achieving the objectives that have been identified for them by the owner. Managers manage the day-to-day operations of a process including design and implementation, roles, metrics, staff management, promoting awareness and any other activities that are required to make the owner successful. The manager is totally focused upon the achievement of the owner’s objectives.
Difference in Focus Owner directs the Manager
Customer experience
Meet payroll numbers established by corporate
Meet targets established by owner
Is bathroom clean?
Restaurant Example
Sets general direction
Can we meet obligations? Should we expand ?
Which stores are producing?
Worker
Is this order correct?
Does this order have special instructions?
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