I'm new with ITIL and i was looking for some insights on defining and set roles and groups for managing incidents/requests/problems using a ticketing software but the trick part is, having in mind that the OC is goign to serve a smart city.
The trick here is to only define roles for the OC so a couple of thing we can assume like:
-Service design and strategy is external to the OC so i dont need them.
-Should 2nd level operator be specialized in vertical functions or service centric?
I know this might be very conceptual and abstract but i cant find any documentation towards OC for smart cities.
Thanks for all inputs
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