On-screen

Narration

Anna: One of the more useful things you can take from ITIL is a map of who does what, because the job titles you'll meet are otherwise fairly opaque.
Greg: A service runs from someone requesting it to someone eventually retiring it, and different roles own different stretches of that.
Anna: We'll walk the lifecycle and name the roles at each stage, along with the seniority levels and the usual entry points.
Greg: Which is worth knowing before you apply for something, rather than after.

On-screen

Narration

Anna: Before a service goes live, someone has to own the concept. That's the service owner, supported by analysts who gather requirements and a change manager who plans the rollout.
Greg: Good planning at this stage means smoother transitions and fewer surprises once people start using the service.

On-screen

Narration

Anna: Day to day issues land with the service desk. They triage requests and keep users informed.
Greg: When problems get tricky, application or infrastructure teams jump in, and if needed, vendors or engineers provide deep fixes.

On-screen

Narration

Anna: Once a service is running, the work isn't done. Problem managers look for recurring issues while improvement specialists suggest changes.
Greg: Operations leaders review performance reports so they can steer resources and keep customers happy.

On-screen

Narration

Anna: Many IT careers start on the service desk. From there, you might move into a specialist role like change manager or rise through management ranks.
Greg: With experience, you could end up owning a service portfolio or leading operations for an entire organisation.