What’s up#ITGirls?! Ready for step two? Now that you’ve learned about#itsm & #itil, how does it all flow together?
The goal of an IT Dept is to support the business & its end users by creating and/or supporting technical products, services & infrastructure.
But who is in charge of what? If you looked into the service management processes, you probably learned about service strategy & design - the people in charge of that are the CIOs & the Governance boards. Typically the CIO will be like “HEY! It would be really cool if we could supply the business with service/product X. Governance board, go define and design what that looks like.”
Once defined & designed, the service transition process kicks in & the service/product owners and project managers start rolling out the project to create this service /product. Business analysts gather requirements, application developers & software engineers start coding and/or configuring the service/product, Quality Assurance testers test what’s created.
But wait there’s more! Traditional IT Shops usually have a change management process in place. Change Managers manage a Change Advisory Board (or a CAB) to review any new changes that are going to be introduced into the environment. As discussed in my blog, there is something called #agiledevelopment which automates or shortens this process. The more traditional process of this all is also known as the Waterfall model.
Then the Service Operation phase! Once you release a product/service into the wild, you have operations folks like compute/database/platform admins who manage the environment & support tools to make sure the product has the best chance of thriving.
But who makes changes to the actual platforms (private data centers and cloud platforms) that these products are hosted on? That’s your platform engineers!
For platforms that are hosted on a company’s private cloud aka, a company’s data center, you have data center managers, network & security specialists protecting the infrastructure.
Finally, IT Help desk manages users issues w/ the product & Incident/Problem Mgmt track those trends.
And now onto the best part...free resources!!!
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