What is a Service Owner and what are their roles and responsibilities?
The Service Owner is accountable for a specific service (Infrastructure, Application or Professional Service) within an organization regardless of where the technology components or professional capabilities reside.
'Owns' the service
Ensures the service is being performed to policy/standards
Ensures the service is delivering value
Determines how to continually improve the service
Ensures all documentation is kept up to date
Accountable for delivery of a service
Accountable to Service Management Director for service delivery
Ensures timely communication about service related issues
Assesses the impact of changes to the service
Represents service across the Information Technology Department
Produce and review reports on service performance regularly
Ensures service meets customer’s requirements
Responsible for maintaining all service documentation
Accountable for maintaining service related info in service catalog and knowledge base
Responsible for identifying service improvement opportunities
Point of escalation for major incidents related to the service
Represents the service at CAB (Change Advisory Board) meetings
Participates in service review meetings
Assists in setting SLAs, OLAs