I have been asked to interview for a position where the primary need is to take a single department of 20 folks of varied experience to a 3-tier support structure. These folks function at present as help desk people, but some are SQL, Powershell and C# developers and others are Windows Administrators and Engineers. A few are brand new to IT.
Do you know of any basic guidelines or laundry lists to do sucha thing? I will be using some pieces from MOF, ITIL to help define roles and relationships, but would sure love some wisdom from the road on this.