How does ITIL accommodate organizational structure?
There is the concept of roles with responsibility to perform any functions and processes within ITIL. For example, the Incident Manager role has responsibility to coordinate the handling of the incident such as disruption of IT services. While the role Incident Support Group is looking for a solution and resolution activity to normalize the incident.
In general, ITIL provides freedom for the organization to map each role within the ITIL on existing positions in organization structure. Because every organization is unique each, both in terms of priority needs and the condition at that time. Taking the example above, an IT Helpdesk Manager could be the most appropriate position to hold the Incident Manager role in an organization.
- There is a template structure for organizations that using the activity approach
- There is a template based on the structure of the IT services group general categories contained in an IT organization,
- There is also a template for organizations that feel appropriate to the geographic approach in building its organizational structure.
Whatever approach you choose, for sure, the organizational structure is not something static and too sacred to be changed. In accordance with the concept of Continual Service Improvement, improving IT organizational structure can be included as one of the Service Improvement Program to the management of IT services better over time.
There is the concept of roles with responsibility to perform any functions and processes within ITIL. For example, the Incident Manager role has responsibility to coordinate the handling of the incident such as disruption of IT services. While the role Incident Support Group is looking for a solution and resolution activity to normalize the incident.
In general, ITIL provides freedom for the organization to map each role within the ITIL on existing positions in organization structure. Because every organization is unique each, both in terms of priority needs and the condition at that time. Taking the example above, an IT Helpdesk Manager could be the most appropriate position to hold the Incident Manager role in an organization.
- There is a template structure for organizations that using the activity approach
- There is a template based on the structure of the IT services group general categories contained in an IT organization,
- There is also a template for organizations that feel appropriate to the geographic approach in building its organizational structure.
Whatever approach you choose, for sure, the organizational structure is not something static and too sacred to be changed. In accordance with the concept of Continual Service Improvement, improving IT organizational structure can be included as one of the Service Improvement Program to the management of IT services better over time.
