IT support structures - help & advise pls!

[jme_be]

Does anyone have any info on resources that would help with the setup of an IT organisational structure?

..I am looking at a wholescale reorg of the support dept Service Desk, Desktop, Network, Server, Apps etc. etc.

We are currently going through an ITIL v3 implementation at the same time as trying to restructure which appears to be clouding the waters slightly..

Snr mgmt team is - Director, 2 x mangers (heads of dept)

Support team is around 40 staff in total - roughly equal between "service desk / desktop" and "backend staff".

My belief is that the support teams should be based on a 1st, 2nd & 3rd line support structure, organised around the technical specialisms of the services that we provide.

With that in mind, I'd have service desk and desktop support reporting to one manager and everything else (server, apps, website, network) under the other manager.

There would be process owners, however the overlay of Service Management roles/processes would be accross all teams.

Finally, would you then have the Service Desk Manager responsible for all service reviews with the business / or would you make the desktop manager responsible for desktop & service desk reviews whilst having the other manager responsible for the remaining infrastructure and application service reviews?

If anyone has any view on the above I would like to hear them!!b

[HardwareHound]

What is the problem with the old structure?