IT Service Management/Organization

From Wikibooks, open books for an open world
Jump to navigation Jump to search

ITIL recommendations for IT Service Management organization structure include the major functions and standard roles, the relationship between functions and processes, and how roles could be properly allocated.

Major functions include:

  • Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management

The Service Desk provides a single point of contact between the organization and its users, serving as a hub for internal communications. The Service Desk usually owns and handles the Incident Management process, and also processes such items as inbound incidents, service requests, and change requests.

Basic configurations:

  • Local
  • Centralized
  • Virtual
  • Follow-the-Sun

A Local Service Desk keeps users and support staff in the same location.

A Centralized Service Desk services multiple user locations at a single support location.

A Virtual Service Desk services multiple user locations at multiple support locations which use technology to appear and respond as a single support entity.

A Follow-the-Sun Service Desk is effectively a Virtual Service Desk organized to service users during support staff shifts held at normal daytime hours in all time zones.

Technical Management procures, develops, and manages the technical skill sets and resources needed to support the IT infrastructure and service management, with the primary objective of ensuring that the Service Provider has the right specialized skill sets available to deliver the services offered.

Typical specialty divisions include:

  • Database
  • Networking
  • Security
  • Storage
  • Servers

Application Management handles the end-to-end management of applications, cultivating the required specialized skill sets to support these applications. Application Management works on and is supported by various core processes.

Supporting core processes include:

  • Incident Management
  • Problem Management
  • Change Management
  • Availability Management

IT Operations Management handles the day-to-day maintenance of the IT infrastructure and facilities.

Main sub-functions:

  • Operations Control
  • Facilities Management

Operations Control handles regular maintenance cycles associated with infrastructure management. Key activities include backup and restore, batch jobs, console management, and media management.

Facilities Management handles the IT operations facilities, such as call centers, data centers, and development facilities. Its responsibilities may include facilities access, electricity, HVAC (heating, ventilation, and air conditioning), and fire suppression.

The RACI model (Responsible, Accountable, Consulted, Informed model) ensures that all roles are appropriately covered with or filled by processes.

  • Responsible - execute or perform the given task or activity; there may be more than one party in this role
  • Accountable - own and answer for a task or activity; this role can only be held by one party
  • Consulted - review, advise, and authorise a task or activity
  • Informed - receive updates on task or activity progress