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ITIL :: View topic - How many process person is enough?
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How many process person is enough?

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Joined: Jan 18, 2007
Posts: 3

PostPosted: Fri Jan 19, 2007 5:36 am    Post subject: How many process person is enough? Reply with quote

Would like to solicit a quick poll on how many process staff do you have in your organization vs. operation staff?

In our case, we are a team of 3 person supporting the rollout of ITIL processes for an IT staff of 600 globally. We already had a few service support process rolled out but we have a few more to go.

We are not the actual operation person but we work with all operation teams to agree on global process and procedures.

We feel that we are stretching too thin so is looking for industry statistics / ratio to justify extra resources.

Any suggestions?

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Joined: Jan 05, 2007
Posts: 16

PostPosted: Fri Jan 19, 2007 7:33 pm    Post subject: Reply with quote

We have an IT staff of about 50.
Our ITIL project team is 1 full time, 1 part time admin support & a working group of 6 (representing the various support functions) that spend 1 day each week on the ITIL project.
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3595
Location: London, UK

PostPosted: Sat Jan 20, 2007 6:54 pm    Post subject: Reply with quote

Well the numbers of people who 'manage' ITIL depends on the size of the company to be honest

ITIL does not have any hard rules about the people who should do what


There are 10 disciplines, therefore 10 people should be the number
and 1 Function there 1 more


The Service Desk usually has a manager or team leader
So Incident Manager could be the SD Manager or the team lead (if there is a large # of teams)

That is minimum of 1 person

Problem Manager should not share his role with Incident. Big conflict of interest.

If the company want PM, then that is another.

Change, Configuration & Release

Why did I put them together - well they go together like breakfast

The Change Manager manages / approves the work which changes teh CIs in the CMDB
There should be some sort of configuration librarian - who gate keeps the amd quality check on data going into the cmdb.
The Chaneg Manager can be the management point for all three and have a staff of one or 2 to deal with the config data

If not, there could be a Config Manager and a Change & Release (like I am).

So there could be 2

That deals with Service Support with 4 People

Service Delivery

FInancial Mgmt would be the financial department types who are IT literate. So this role is already included in the FInance department

No person needed

Service Level Management

If you have Service Manager, Customer Relationship managers, their team, leader would be the SLM Manager

That is 1

Continuity, Availabilty & Capacity Mgmt

These people would be part of an Planning department


So that is 8
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Joined: Apr 02, 2007
Posts: 9
Location: Falun, SE

PostPosted: Mon Apr 02, 2007 10:40 pm    Post subject: Reply with quote

Continuity, Availabilty & Capacity Mgmt

These people would be part of an Planning department


Interesting. I today work as a purchaser. My assigments today are:

1. Order Hardware / software to the customers
2. Deliver it in time, wich means some items has to be stored, some not, and calculating the cost for it.
3. Future compability, to make sure that the things that we buy, will be able to be used in the future.
4. Make sure that we don't buy to much performance, and not to low.
5. Some economic testing, mostly financial and enviromental, as well as making sure that the technical tests are done.
6. Making ordering routines for servicedesk
7. Making sure our suppliers are good in all ways.

Could this be the place for me?
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