Organizational Approaches

There are three basic ways to organize around creating and delivering IT services; you can be 1) Customer Organized, 2) Product Organized, or 3) Role Organized

Customer Organized

In a customer organized approach, one or more staff members are responsible for multiple services or products at all levels with the only commonality being the customer who they are delivered to. This is the most inefficient way to deliver IT services.

Product Organized 

In a product organized approach, one or more staff members are responsible for the entire life cycle of given product (or service), and design, deliver and resolve end user problems. The staff member may serve multiple customers but it is a relatively inefficient way to deliver IT services. In this model, project staff slowly transition to operations and service staff as they spend more and more of their time focused on the support of existing services.

Role Organized 

In a service organized approach, staff members become skilled on a single stage of the IT life cycle and specialize in the design or delivery of multiple products, or the resolution of customer problems. This is generally recognized as the best performing way to deliver IT services.

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