Joined: Sep 16, 2006 Posts: 3584 Location: London, UK
Posted: Mon Oct 28, 2013 7:11 am Post subject:
You posted ITIL's take on this.
ITIL is NOT a rigid formalized standard. It is completely up to you whether there are 4 million people in the IT department or 1
It is about roles and the responsibilities associated with the role in question
The only definitive that ITIL recommends is that the Incident and the Problem Manager should not be the same person
because the goals for IM and PM are diametrically opposed
As for a Function, the Service Desk is a function.
People in the SD usually deal with Incidents, etc and all the stuff that encompass that; however if you company wants to have people in the SD to more.. go for it ...if it works then it is fine _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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