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No IT Service Management (ITSM) initiative can ever work without people. In fact, the 4 P’s of ITIL® Service Design include People so that should say something about how important it is to structure and organize the people involved in delivery of IT services. People constitute part of the resources and capabilities required to deliver quality IT services to users and customer alike. And since quality service delivery is all about dealing with customers, users and suppliers, the value of instituting proper roles and responsibilities in IT cannot be understated.
A role is a set of responsibilities, activities and authorities granted to a person or team. A role is defined in a process or function. One person or team may have multiple roles – for example, the roles of incident manager and problem manager may be carried out by a single person. Roles are often confused with job titles but it is important to realize that they are not the same. Each organization will define appropriate job titles and job descriptions which suit their needs, and individuals holding these job titles can perform one or more of the required roles.
Evernote Research, Resource, & Documentation Link -
http://tinyurl.com/y5ff4jtq Research
Reference: (http://www.bmcsoftware.ca/guides/itil- introduction.html)
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