Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Wed Jan 11, 2006 11:06 am Post subject:
Responsibility for the day to day assignment of operational tasks in not covered in ITIL. Generally though it may fall to those tasked with ownership of the particular processes implemented.
However ITIL is frequently implemented in conjunction with the deployment of a Service Management toolset - most of which handle assignments and workflow automatically (based on the parameters you set up).
Remeber, under ITIL ITSM outcomes are the result of processes, not specific roles or skill sets. You do however required skilled staff, and ideally the implementation of ITIL would free you from the necessity to micro-manage - equipping people with an understanding of what they need to do, when, why, and in what order.
Where responsibility for task / workload management should fall, will differ from organisation to organisation
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