Technical Management roles

Super Users

Service Desk Analysts

The primary Service Desk Analyst role is that of providing first-level support through taking calls and handling the resulting incidents or Service Request s using the Incident Reporting and Request Fulfilment processes, in line with the objective s described earlier. The exact number of staff required is discussed in paragraph 6.2.4.1.

Super User s are discussed in detail in the section on Service Desk staffing in paragraph 6.2.4. In summary, this role will consist of business user s who act as liaison points with IT in general and the Service Desk in particular. The role of the Super User can be summarized as follows:

• To facilitate communication between IT and the business at an operational level
• To reinforce expectations of users regarding what Service Level s have been agreed
• Staff training for users in their area
• Providing support for minor incidents or simple request fulfilment
• Involvement with new release s and rollout s.

The following role s are needed in the Technical Management areas

6.6.2.1 Technical Managers/Team-leaders

A Technical Manager or Team-leader (depending upon the size and/or importance of the team and the organization ’s structure and culture) may be needed for each of the technical teams or departments. The role will:

• Take overall responsibility for leadership, control and decision-making for the technical team or department
• Provide technical knowledge and leadership in the specific technical areas covered by the team or department
• Ensure necessary technical training, awareness and experience levels are maintained within the team or department
• Report to senior management on all technical issues relevant to their area of responsibility
• Perform line-management for all team or department members.

6.6.2.2 Technical Analysts/Architects

This term refers to any staff member in Technical Management who performs the activities listed in paragraph 6.3.3, excluding the daily operational actions, which are performed by Operators in either Technical or IT Operations Management. Based on the list of generic activities in paragraph 6.3.3, the role of Technical Analysts and Architects includes:

• Working with user s, sponsors, Application Management and all other stakeholder s to determine their evolving needs
• Working with Application Management and other areas in Technical Management to determine the highest level of system requirement s required to meet the requirements within budget and technology constraints
• Defining and maintaining knowledge about how systems are related and ensuring that dependencies are understood and managed accordingly
• Performing cost–benefit analyses to determine the most appropriate means to meet the stated requirements
• Developing Operational Model s that will ensure optimal use of resource s and the appropriate level of performance
• Ensuring that the infrastructure is configured to be effectively managed given the organization’s technology architecture, available skills and tools
• Ensuring the consistent and reliable performance of the infrastructure to deliver the required level of service to the business
• Defining all tasks required to manage the infrastructure and ensuring that these tasks are performed appropriately
• Input into the design of configuration data required to manage and track the application effectively.

The ways in which Technical Management can be organized, and the options available, are discussed in some detail in section 6.7.

Дата добавления: 2014-12-23