Job Roles Across the Service Lifecycle
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Slide 1: Job Roles Across the Service Lifecycle

Narration
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?

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Job Roles Across the Service Lifecycle

Who does what from request to retirement

Slide 2: Design and transition

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.

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Design and transition

- Service owner defines requirements

- Change manager coordinates releases

- Business analysts capture user needs

Slide 3: Operation and support

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.

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Operation and support

- Service desk handles day-to-day issues

- Application and infrastructure teams troubleshoot

- Vendors or engineers assist for complex fixes

Slide 4: Continual improvement

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.

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Continual improvement

- Problem manager analyses trends

- Service improvement manager drives changes

- Ops leadership reviews performance

Slide 5: Career pathways

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.

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Career pathways

- Start at the service desk to learn the ropes

- Move into specialist or management roles

- Aim for service owner or operations lead