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ITIL :: View topic - Concrete examples of work tasks for different roles
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Concrete examples of work tasks for different roles

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Is it better to have a team where everyone does various tasks (from fulfilling service requests to root cause analysis) or where each person does role specific tasks (e.g. developer does not create new passwords)?
Various cross functional tasks
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Role specific tasks
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Author Message

Joined: Mar 04, 2010
Posts: 1

PostPosted: Fri Mar 05, 2010 12:25 am    Post subject: Concrete examples of work tasks for different roles Reply with quote

Dear all,
ITIL defines plenty of roles, e.g. Service Mgr, Release Mgr, Deployment staff, Configuration Mrg, Configuration Analyst, Operations Mgr, Second Line, Third Line, Incident Mgr, etc. for different processes, but descriptions stay on very high level to give concrete examples to team members what task would belong to which role.

Could anyone give practical examples of what kind of tasks the above mentioned and other ITIL roles would have if the team is supporting e.g. Atlassian JIRA or Microsoft SharePoint applications?

Task examples:
- Backup
- Installation
- Smoke testing
- Release packaging
- Architecture design
- Network/connectivity design
- User guide update
- New user creation
- Password changes
- Application restart
- Database cleaning
- etc.

Also it would be nice to hear of real life examples how many people you have for which role, and are all the roles used in practise. I would guess that hardly any organisation can afford to have different individuals per different roles.


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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Fri Mar 05, 2010 12:35 am    Post subject: Reply with quote


ITIL is a guide not a rule book

While it defines lots of roles, the individual or group that has to do the work is up to the company


why are you asking for a data dump of what may be priviledged info
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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