Dear Mr Wizard
I would like to ask you questions regarding Incident Manager and Service Delivery Manager roles.
How are those two roles different for each other?
ITIL is very clear on this. The Service Delivery Manager manages service delivery and the Incident Manager manages the incident process.
Some people seem to think the Incident Manager manages incidents but of course they don't: the service desk lackeys do that. Since Incident Management is called a process, it must produce incidents. Ha ha: that's an "in" joke you see. It actually produces incident resolutions. Except it doesn't, because the service desk staff produce those. Or maybe it does because they use the process. I'm confused now.
Let's turn to service delivery. The ITIL V3 glossary defines Service Delivery as ...um... well it doesn't actually. Nor does it define Service Delivery Manager. The V3 books define about 90 roles in ITIL but Service Delivery Manager isn't one of them. You know everyone has a SDM and I know everyone has a SDM but ITIL doesn't.
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.
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 ITIL Wizard