Service Desk is a function. In order to carry out some of its duties it needs to have an Incident process in place, which has been expanded in V3 to include processes for event manageemnt and request fulfillment.
In Service Desk you generally have to have dedicated resources which do more than just follow a process.
In Change Manageemnt you generally have IT resources using the CM process to carry out a part of their role. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Tue Feb 26, 2008 11:23 pm Post subject:
Service Desk is a function because it doesn't have any specific process to build. It just follows the directions given by other processes.
You can say the SD as having an extensive function of a dispatcher.
The others are called processes because they have their respective procedures to build.
As to your question, the Change Manager could be a function but the Change Management is a process.
Elaborated more, the Service Desk is a unit, the Change Manager is an individual, so the term role is more applicable (you can have an individual to carry out responsibilities but certainly not a unit)
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