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ITIL :: View topic - Team structure for IT operations
Posted: Thu Mar 31, 2005 5:27 am Post subject: Team structure for IT operations
Hi everybody,
Do you know if ITIL has a team structure model for IT operations ? I would like to know that team model, general responsabilities and the name of each team.
Joined: Oct 06, 2004 Posts: 77 Location: Bloomington, IL
Posted: Sat Apr 16, 2005 5:01 am Post subject:
One approach is to first define services then to organize your team structure around providing the cross-functional services. You will find that you will need representation on the teams from many different areas and skills (business, technical, organizational).
Posted: Sat Jun 25, 2005 2:41 am Post subject: Re: Team structure for IT operations
jmeneses wrote:
Hi everybody,
Do you know if ITIL has a team structure model for IT operations ? I would like to know that team model, general responsabilities and the name of each team.
thanks in advance for your help.
best regards,
Jairo.
I have this dubiety too. In the paper "A Framework for Incident
and Problem Management" Victor Kapella of International Network Services say the following about structure model for IT operations:
***
Level 1 Support
-Roles
Owner of the IM process.
Receive and manage all customer service issues.
First line of support.
-Responsabilities
Accurately record incidents.
Own every incident.
Continually improve the IM process.
-Capabilities
Interpersonal skills paramount; technical skills secondary.
Ability to apply “canned” resolutions.
Level 2 Support
-Roles
Troubleshoot incidents.
Owner of PM process.
Proactive management of the infrastructure.
-Responsabilities
Resolve incidents escalated from level 1.
Determine root cause of problems.
Champions the implementation of workarounds and permanent fixes.
Proactively monitor the infrastructure.
Proactively examine incident trends.
Continually improve the PM process.
-Capabilities
Technically competent with reasonable interpersonal skills.
Network, server and application knowledge.
Level 3 Support
-Roles
Planning and design of IT infrastructure.
Last escalation group.
-Responsibilities
Resolve incidents escalated from level 2.
Participate in PM activities.
Implement permanent fixes to remove errors from the infrastructure.
-Capabilities
Subject matter experts.
****
My question is: Do have ITIL one similar structure model???
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Tue Jul 12, 2005 11:13 pm Post subject:
The ITIL framework doesn't say a lot about the organisational structure. It does have plenty to say about roles and responsibilities.
Usually ICT departments are organised around technologies - which makes sense - network engineers in the 'networks' unit and so on. It's an appropriate way to deploy your talent.
In most cases ITIL based processes are superimposed onto these teams - with some specialist roles - like a problem, or change 'Manager' - employed to over see and coordinate these activities. Thereby (in theory) ensuring that operational activities become aligned to service management objectives.
The only place the roles and responsibilities tend to be truly reflected in the org chart are in the Service Desk - and the Incident Management process.
I'm a little cynical on this point - so I won't say too much more But if you don't want to 'spin your wheels' think about where accountability for service management processes lies. Is it in the same place in which rests the authority to make decisions and allocate resources (day to day)?
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Wed Jul 13, 2005 8:56 pm Post subject:
My response was a little editorial - and today when I was skimming the Service Delivery preface I noticed the following...
Quote:
For each of the processes described in this book, one or more roles are identified for carrying out the functions and activities required. It should be noted that organisations may allocate more than one role to an individual within the organisation (although this book indicates where specific roles should not be merged), or may allocate more than one individual to a role. The purpose of the role is to locate responsibility rather than to create an organisational structure.
(My emphasis) Which is pretty much the 'chapter and verse' replay from the Library itself.
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But if you don't want to 'spin your wheels' think about where accountability for service management processes lies. Is it in the same place in which rests the authority to make decisions and allocate resources (day to day)?
