I've never ever seen it mean Service Desk Manager, but I've seen it be their boss often enough. SDM seems to often end up in charge of service support as well. ITIL v2 defined service delivery for us: deciding, achieving and monitoring service levels. I think its pretty clear: a SDM manages service delivery. How many words for incident were there before ITIL? When a service provider promised to manage change, who knew what that really meant? I thought that was the point of ITIL, to reduce ambiguity. Yes the title gets interpreted differently. So that's your difference: Incident Manager is a theoretical role defined by ITIL that you don't have, and Service Delivery Manager is a real role that ITIL doesn't mention but everyone has one. The reason is that SDM is a practical useful role, whereas ITIL defines theoretical hypothetical roles, like Capacity Manager, Configuration Control Board, CSI Reporting Analyst, Release Packaging and Build Manager, Service Catalogue Manager, or Service Test Manager. You know everyone has a SDM and I know everyone has a SDM but ITIL doesn't. The V3 books define about 90 roles in ITIL but Service Delivery Manager isn't one of them. Nor does it define Service Delivery Manager. The ITIL V3 glossary defines Service Delivery as. Or maybe it does because they use the process. Except it doesn't, because the service desk staff produce those. It actually produces incident resolutions. Since Incident Management is called a process, it must produce incidents. Some people seem to think the Incident Manager manages incidents but of course they don't: the service desk lackeys do that.
The Service Delivery Manager manages service delivery and the Incident Manager manages the incident process. How are those two roles different for each other?
I would like to ask you questions regarding Incident Manager and Service Delivery Manager roles.
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