Roles, responsibilities, and authorities will ideally from which part of service management
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IT Service Management roles and responsibilitiesNo IT Service Management (ITSM) initiative can ever work without people. In fact, the 4 P’s of ITIL®ServiceDesign include People so that should say something about how important it is to structure and organize thepeople involved in delivery of IT services. People constitute part of the resources and capabilities required todeliver quality IT services to users and customer alike. And since quality service delivery is all about dealingwith customers, users and suppliers, the value of instituting proper roles and responsibilities in IT cannot beunderstated.A role is a set of responsibilities, activities and authorities granted to a person or team. A role is defined in aprocess or function. One person or team may have multiple roles – for example, the roles of incident managerand problem manager may be carried out by a single person. Roles are often confused with job titles but it isimportant to realize that they are not the same. Each organization will define appropriate job titles and jobdescriptions which suit their needs, and individuals holding these job titles can perform one or more of therequired roles. Show
Organizational structuresThere is no single best way to organize, and best practices described in ITIL®need to be tailored to suitindividual organizations and situations. Any changes made will need to take into account resource constraintsand the size, nature and needs of the business and customers. The starting point for organizational design isstrategy, as it sets the direction and guides the criteria for each step of the design process. For strategy to besuccessful, an organization will need to clearly define the roles and responsibilities required to undertake theprocesses and activities.An organization’s age, size, geographical spread and technology use affect its structure. As the organizationgrows and matures, changes in roles and relationships must be made or problems will arise. This is particularlyimportant for organizations adopting a service orientation, as pressures for efficiency and discipline inevitablylead to greater formalization and complexity. In a small organization multiple roles may be combined underone person. In larger organizations there may be many different people carrying out each of these roles, splitby geography, technology or other criteria.The differences between small and large IT organization can be seen in the table below:SMALL IT ORGANIZATIONLARGE IT ORGANIZATIONRoles are combinedRoles are separateSegregation of duties limitedSegregation of duties maximized SMALL IT ORGANIZATIONLARGE IT ORGANIZATIONGeneralization of skillsSpecialization of skillsLess complexityMore complexityExample of a small IT department structureFor a small department, multiple roles can be combined as shown. While the numbers are few, the people canbe charged with owning multiple services and processes. This structure is simple in nature. Example of a large IT department structure Upload your study docs or become a Course Hero member to access this document Upload your study docs or become a Course Hero member to access this document Upgrade to remove ads Only SGD 41.99/year
Terms in this set (16)Four Dimensions Collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services organization and people dimension addresses roles and responsibilities, formal organizational structures, culture, and required staffing and competencies. People are a key element of this dimension, and in addition to skill and competencies, attention should be paid to management and leadership styles, and to communication and collaborations skills people key element of the organization and people dimension information and technology dimension addresses both the information created, managed, and used to facilitate value co-creation and deliver a service, as well as the technologies that support and enable that service. A key element of this dimension is how information is exchanged between different services and service components, and optimization of the information architecture of the various services partners and suppliers dimension addresses an organization's relationships with other organizations involved in value co-creation and service delivery, including contracts and other agreements. There are many factors that may influence an organization strategy when using suppliers. value stream and processes dimension addresses the activities that organizations undertake, and how they are organized to efficiently and effectively enable value co-creation for stakeholders value stream a series of steps used to create and deliver products and services process a specific set of activities that transforms inputs into outputs information and technology dimension For many services, information management is the primary means of enabling information and technology dimension key consideration is this dimension is how information is exchanged between different services and service components information and technology dimension security and regulatory compliance requirements are a focus of this dimension culture may have a significant impact on the technologies it chooses to use partners and suppliers dimension one method an organization may use to address this dimension is service integration and management value stream and processes dimension dimension to successfully create, deliver, and improve a service value stream a series of steps used to create and deliver products and services process is a specific set of activities that transforms inputs into outputs Sets with similar termsITIL4 Foundation69 terms hog0713 TCMG 272 Final Exam Review by The Squad86 terms Orthix22 Service Management as a Practice53 terms tom_dobson1TEACHER Ch 1-2 ITIL LT58 terms Robert_Garcia1PLUS Sets found in the same folderITIL 4 - The Service Value Chain8 terms gardnerslPLUS ITIL 4 - Guiding Principles16 terms gardnerslPLUS ITIL 4 - Key Service Management Concepts16 terms gardnerslPLUS ITIL 4 - Introduction16 terms gardnerslPLUS Other sets by this creatorITIL4 - Drive Stakeholder Value464 terms gardnerslPLUS ITIL 4 - Create, Support, and Deliver319 terms gardnerslPLUS Syllabus - Section 1118 terms gardnerslPLUS Questions from Class and Online Class30 terms gardnerslPLUS Recommended textbook solutions
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What is involved in service management?Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients.
In which dimension is organization communication and systems of authority are well defined and supported in its overall strategy and operating model?Organization and People
This dimension ensures the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
What are the 4 dimensions of service management ITIL?The four dimensions of ITIL 4 are an evolution of the four Ps seen in ITIL V3 (People, Products, Processes, Partners). They have been revised to consider the broader aspects of the service ecosystem (and the way these aspects influence each other) to encourage a change in the way we think about service value streams.
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