Service Owner

Tags Training itil

General Information

Question:

  • What is a Service Owner and what are their roles and responsibilities?

Definition Service Owner:

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

Key Roles and Responsibilities of Service Owner:

  • 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

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