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Reply:
| The "Function" in ITIL refers to "a team or group of people and the tools they use to perform one or more processes or activities."
For Function, normally we won't define the "owner", rather we'll have different staffs in a Function to perform the processes or activities. And the one who take care of the performance the function should be the function manager, in Service Desk case, we might have a Service Desk Manager, who typlically will:
- Manages the overall desk activities, (including the supervisors where applicable).
- Act as a further escalation point for the supervisor(s).
- Reports to senior managers on any issue that could significantly impact the business.
- Attends Change Advisory Board (CAB) meetings.
- Is responsible for Incident and Service Request handling at the SD.
This staff might be the "owner" that you have in mind..... |
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