Many organisations conduct much of their business through the internet and are therefore heavily dependent upon the availability and performance of their websites. In such cases, a separate Internet/Web Support team or department will be desirable. The responsibilities of such a team or department incorporate both intranet and internet and are likely to include:
- Defining architectures for internet and web services
- The specification os standards for development and websites and web pages. This will typically be done during Service Design
- Design, testing, implementation, and maintenance of websites. This will typically be done during service Design
- In many organisation, web management will include the editing of content to be posted onto the web
- Maintenance of all web development and management applications
- Liaison and advice to web-content teams within the business. Content may reside in applications or storage devices, which implies close liaison with application Management and other Technical Management teams.
- Third-level support for Internet/web-related incidents
- Support for interfaces with back-end and legacy systems. This will often mean working with members of the application Development and management teams to ensure secure access and consistency of functionality
- Monitoring and management of website performance and including; heartbeat testing, user experience simulation, benchmarking, on-demand load balancing, virtualization
- Website availability, resilience, and security. This will form part of the overall Information Security Management of the organisation.