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Chapter 7 ■ Service Operations The disadvantages of a virtual service desk are: • Aligning all service desks on common processes, procedures, terminologies, and language is an onerous task and requires plenty of training, course corrections, and constant management • Coordination between virtual service desk teams and technical teams can be challenging • End users may feel a difference in service quality, as when they reach different service desks • Plenty of management efforts are needed, and there is a need for automation to transfer tickets from one service desk to another 7.6.2 Technical Management The technical management function is a team or a set of teams that handle IT infrastructure. They are accountable for the overall IT infrastructure management in the organization. There are various technical management teams that are employed, such as server teams, network teams, database teams, storage teams, and datacenter teams. 7.6.2.1 Technical Management Roles The role of technical management is twofold. First, they possess the complete technical expertise that is needed to strategize, design, transition, operate, and improve IT infrastructure. The decisions pertaining to infrastructure (like say switching from one technology to another) are consulted with the technical management function. Second, the resources who work on IT infrastructure are a part of the technical management function. They are all housed in this function and are deployed to various projects depending on their expertise, location and experience. The objective of technical management is to ensure that the organization can get the right infrastructure personnel, as and when the need arises. The function forecasts and plans resources based on existing projects, projects in the pipeline, and resilience. In a typical organization, the hiring structure will be based on a pyramid. The base of the pyramid represents lower-skilled resources, forming the majority of the function. The next layer is the higher-level resources. They are fewer in strength. So, as the level of expertise increases, the strength of technical resources reduces. For example, for normal administrative activities, you need resources with minimal experience, say L1 resources. For advanced administrative activities, you need people with decent operational experience, L2 resources. Resources who are involved in transition and designs need to have in-depth knowledge of the technology, L3 resources. Strategic decisions are made by resources who have technical, managerial, and innovative skill sets. 199
Chapter 7 ■ Service Operations 7.6.2.2 Objectives of Technical Management The objectives of the technical management function are: • Develop stable and highly resilient infrastructure designs • Design cost-effective infrastructure • Maintain IT infrastructure by using adequate resources • Ensure the right technical resources are deployed for on-time resolution of incidents 7.6.3 Application Management Application management and technical management are two sides of the same coin. While technical management function takes care of IT infrastructure (hardware), application management is accountable for software management and its related activities. The application management function is a team or set of teams that have expertise in managing applications. All applications, including enterprise and business applications, come under the scope of application management. They have the overall accountability across the lifecycle of an application, requirement gathering, decision to buy or build, application development, testing (unit, system, and UAT), deployment, retirement, and improvements. 7.6.3.1 Application Management Roles The roles of application management are as follows: • They are accountable for the applications knowledge and the intellectual properties pertaining to software development and provide the expertise to manage applications throughout their lifecycle. • They works hand in hand with the technical management function, and together they are responsible for the knowledge and maturity of designing, building, testing, deploying, and improving applications. • Resources to manage applications across the lifecycle come from the application management team. This function is typically divided into applications support and build groups such as the SAP team, Java team, web software team, etc. These resources will be deployed for all activities pertaining to applications maintenance across the service lifecycle. 200
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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■ INDEX OR gate, 19 parts, 20 per
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