ResponsibilitiesService Design and Service Transition
Task can occur in following main activity clusters
Service Design: Create blueprint or specification for an IT solution
Service Transition: Build new IT solution (e.G. customizing and developments) triggered by Incidents, Changes, Problems or Projects.
Coordinate and steer others (developers, external/internal consultants) within area of responsibility (e.G. work package, function etc.).
Align with requester (e.G. key user) for testing and quality assurance, support of deployment and provide proper documentation.
In case of being a Project or Change Lead (= overall responsible) ensure proper handling of scope, quality, time and budget.
Change Manager about progress and status according to IT-AM framework;
update Service Now in time (e.G. status reports) in given times as agreed within the IT-AM.
Communicate and align with requester and stakeholder as overall contact person, use escalation procedure in case of disagreements.
Actively gain knowledge in the assigned area if any changes appear or if a new process is implemented.
Support in review a changed / new documentation.
Create a documentation if needed and ensure that this stored on a central storage as defined.
Train other persons in the area (primarily IT knowledge