Here are some examples of how ITIL roles can be compared to characters in Agatha Christie's "Murder on the Orient Express":
- Service Desk - Hector MacQueen: Hector MacQueen is the secretary of the murder victim and is responsible for managing her affairs. Similarly, the Service Desk is responsible for managing incidents and service requests, and ensuring that they are properly recorded and prioritized.
- Incident Manager - Hercule Poirot: Hercule Poirot is the main detective in the story, known for his analytical mind and ability to solve complex cases. Similarly, the Incident Manager is responsible for managing and resolving incidents, analyzing data to identify trends and patterns, and using logic to solve incidents.
- Problem Manager - Colonel Arbuthnot: Colonel Arbuthnot is one of the suspects in the murder case and is able to solve a key problem by providing a vital piece of information. Similarly, the Problem Manager is responsible for identifying and solving the root causes of problems, conducting investigations, and recommending improvements to prevent future incidents.
- Change Manager - Mary Debenham: Mary Debenham is a passenger on the train who is able to adapt to changing circumstances and make important decisions. Similarly, the Change Manager is responsible for managing changes to IT services, assessing their impact, and ensuring that they are properly communicated and implemented.
- Service Level Manager - Monsieur Bouc: Monsieur Bouc is a director of the train company and is responsible for ensuring that the passengers have a comfortable and enjoyable journey. Similarly, the Service Level Manager is responsible for managing service level agreements (SLAs), negotiating with stakeholders, and ensuring that service levels are met or exceeded.
Author: ITIL4 Master - Claudio Restaino
