Service Owner

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

Resources:

• ITIL Classification Definitions