C.2 Applicability / scalability

The size of an organisation is an important factor when implementing ITIL processes. In a small organisation, many of the roles defined may well be the responsibility of one person.

Based on best practices, the organisation should develop the combinations that work best for it:

• There is a tension between Incident Management and Problem Management, because of their different goals. Incident Management is responsible for minimising the effect of Incidents for Users. Problem Management's task is to find the underlying Problem and is less interested in the continuity of the Users' activities. When combining these two roles, this tension should be acknowledged.
• There is a similar tension between Problem Management and Change Management. When combining these roles, there is the danger of Changes being implemented too quickly by Problem Management. One would do well to separate these functions to ensure that the proper checks and balances exist.
• Configuration Management and Release Management are roles that are quite commonly shared. Both roles have an administrative component and are concerned with maintaining an up-to-date database.
• Configuration Management and Change Management can also be easily shared, because both roles are centred on CMDB information, and no direct conflict of interest exists between the roles.

C.2.1 Large and small IT units

In small IT units, one group (or individual) has responsibility for a wide variety of processes. Typically, such a person or group is much more effective in performing one role better than the others. The range of personalities and skills in the group determines which of the processes is done most effectively.

Conversely, a large organisation is able to allocate individual processes to specialist groups composed of people with specialist skills who also have a personality that is a good match for the process. However, over specialisation has its disadvantages, as specialisation may be perceived as tedious and demotivating if an individual is simply left in place without looking after their needs and aspirations.