7 Organizing for success
A lot has already been said about who needs to be involved in the service request catalogue from a stakeholder perspective and about some of the roles that will be needed to support it; this chapter will highlight some of these critical roles and their responsibilities. Many of these roles are defined within the context of IT service management and may already have people filling them; however, their role will change as the catalogue moves to the enterprise level. Therefore, it may be necessary to change some ownership and/or management roles into full-time positions as the catalogue grows, even though it is appropriate for them to be part-time roles at the start of the initiative.
In the following sections the main ...
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