Bill is a database administrator in a large enterprise. Or a Unix administrator, or a security architect, or any of a number of similar positions providing shared services. There are three primary ways that demand for Bill’s services appears:
- Project managers come to his boss and ask for a percentage of his time. Once he is designated as a project “resource” he has deliverables: requirements and design assessments, perhaps actual construction of infrastructure. He also finds himself responding to lightweight project workflow for “issues and risks” and “action items.”
- He is assigned incidents, service requests, work orders, changes, and the like through various enterprise workflow systems, especially the integrated IT service management system.
- He also is tasked by his manager with responding to various “initiatives” that occupy a middle ground between projects and workflow: audits, compliance efforts, capacity assessments, root cause analyses, key system reviews, and more.
On Wednesday, he gets called into a Tier 2 incident involving the organization’s marketing campaign system. On Thursday, he has a deadline of responding to an audit finding for the organization’s payroll system. And on Friday, he has a critical path deliverable due for a strategic enterprise project. Fun life!