Quick Links: | Role of the Service Owner | Responsibilities Related to the Service Catalog | Role of the Service Manager |
Role of the Service Owner
- Every service in TeamDynamix must have a service owner.
- The service owner is always an individual person (not a group), typically a management-level employee.
- The service owner serves as the primary point of contact for the service.
According to ITIL, the service owner is accountable for delivery of the service and is a primary stakeholder in the IT processes that enable it. Responsibilities include:
- Understanding and representing the service across the organization
- Providing input on service attributes (performance, availability, etc.)
- Serving as a point of escalation for major incidents
- Representing the service during Change Advisory Board (CAB) meetings
- Providing input and prioritization for Continual Service Improvement (CSI) efforts
- Participating in service review meetings with IT and business stakeholders
- Ensuring the entry in the Service Catalog is accurate and up to date
- Participating in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Responsibilities Related to the Service Catalog
Service owners are responsible for ensuring accurate catalog and ticket information for their service, including:
- Providing the service catalog entry content
- Providing input on ticket structure, required fields, data, and default assignment
- Periodically reviewing catalog entries and ticket types to ensure accuracy
- Notifying the ITSM Steering Committee or other governing body about service changes (new services, modifications, or deletions)
Role of the Service Manager
- A service owner may appoint a service manager to handle day-to-day responsibilities.
- The service manager may carry out any of the duties of the service owner, but the service owner remains ultimately responsible.
- The service manager is usually the primary service provider or responsible party for the service.
- A service manager may be a management-level or staff-level employee, depending on the service.
- If no service manager is appointed, the service owner automatically fills the role.
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