| There are always a thin line between roles and responsibilities between and within groups.That is why a clear roles and responsibilities of each employee must be properly defined. A disorganized IT department with competing roles and gaps in service coverage continually finds itself behind in project delivery and user satisfaction. The proper organization and clearly delineated roles in the IT department rank equally with proper IT leadership , IT demand management , technology standards , vendor management , risk management and financial management as a crucial lever for creating the effective IT department
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| Operations in the IT department are categorized into many functional areas such as administration , supports , development etc.
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| Help Desk |
| Help desk is the IT group that company initially contacts when they have a problem. The help desk is the first to be approached inorder to address and resolve as many problems and questions from users as possible. It is the central point where most of the problem are first addressed , most of the business users convey their computing problem to the help desk and help desk then categorized the problem and identify that how should the problem be dealt with and who can solve these specific problems. Help desk then provide the appropriate solution to the business users . At last they record the average problem resolving time.
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| Network administrator group |
| The network administration group manages all data network communication capabilities required by the business. Network responsibilities are typically separated into two broad categories – local area network (LANs) and wide area networks (WANs). LANs are typically defined as network connections within a particular business location and WANs are the network connections between business locations. |
| System administration and Computer operations group |
| The system administration and computer operations group manages, monitors, tunes, and administers all the IT servers and systems software that comprise the infrastructure on which the applications and data used to run the company reside. These systems include e-mail servers, file servers, Web servers, print servers, and development, test, production, and failover application servers. |
| Telecommunication services group |
| Many businesses find it cost effective to purchase and operate their own telephone systems. The telecommunications group manages all the telephony and related services. Services include telephones, voicemail systems, fax machines and video conferencing systems. The group must monitor system use, bandwidth consumption, and network security for the voice and video networks in a manner similar to the procedures used by the network administrator group for the data network |
| Operations Manager |
| The operation manager is responsible for the performance of all the teams in the IT operations group. The operations manager must have a basic understanding of all the technologies used in each of the areas managed, but the critical skills are the organization and management of the teams. Planning, settling reasonable service levels, managing staff, and actively participating as a “doer” are all parts of the typical responsibilities of the operations manager. |
| Application Development and support |
| The application development and support group maintains all the critical business applications that are layered on top of the infrastructure provided by operation group. The operation groups support the production applications, gather requirements for enhancements or additional functionality, develops specifications, and programs the new functions.
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