Anna: This section sets up Job Roles Across the Service Lifecycle. Treat it as the frame for the decisions, handoffs, and evidence that appear in the next slides.
Greg: The practical question is simple: by the end, what should a junior IT professional be able to explain, check, or document in a real workplace?
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.
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.
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.
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.