Posted: Fri Apr 16, 2004 4:18 am Post subject: Creating new work groups using ITIL model
I´m work in a service provider company and we are trying to put ITIL model fine in our company.
Now I´m studing about how to create new work groups in company.
Today we are have people in comercial departament, support, development, operations and logistics.
How to put these people in Service Delivery and Service Suport structure?
Exist same suggestions?
Joined: Jun 21, 2004 Posts: 5 Location: Malvern, UK
Posted: Tue Jun 22, 2004 1:37 am Post subject:
ITIL defines a whole bunch of processes, and 'work groups' usually define physical organisations.
Few companies ever map process to organisation on a one:one basis.
So, if you look at one process, say Availability Management, the process ougt to be considered by "comercial departament, support, development, operations and logistics"
Each work Group needs to consider Availability Management and contribute information into that process. The owner of that process can see how your business has requirements in availability, and can plan accordingly.
Joined: Oct 06, 2004 Posts: 77 Location: Bloomington, IL
Posted: Sat Nov 13, 2004 1:11 am Post subject:
Another suggestion is to define your services and CIs that support those services and create your workgroups to support both of those items. It will become a fairly natural process once you begin to define your services to the customers and users.
The areas that support the processes (Process Support or Process Documentation Owners) can be arranged in groups based on Service Support and Delivery. I agree with BobLamb that the ordinary workgroups should not be arranged around the ITIL disciplines. Those should cut across all of your workgroups and serivce provision areas.
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