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Cornell University

An Introduction to Service Roles

This article applies to: IT Service Management Program

Two components of good IT Service Management are clarity and efficiency. Clear, well-understood roles support both.

Established roles help everyone understand who's supposed to do what, when handoffs occur, who needs to approve actions, who needs to be informed, and who "has the ball." They provide a straightforward, reproducible path for work to follow, so attention can be focused in the areas that need it, rather than on the mechanics of building a context for the effort.

Role definitions and responsibilities

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