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All services in TeamDynamix will have a service owner. A service owner will be a specific person, not a group. The service owner may belong to a group, but all services will have an individual point of contact. The service owner will be a management-level employee with overall responsibility for a service.
According to ITIL: "The Service Owner is accountable for the delivery of a specific IT service and is a primary stakeholder in all of the underlying IT processes which enable or support the service.
"Responsibilities include:
- Understanding and representing the service throughout the organization
- Providing input for service attributes such as performance, availability, etc.
- Serving as a point of escalation for major incidents
- Representing the service during Change Advisory Board (CAB) meetings for management of change affecting the service under their care
- Providing input for and prioritization of Continual Service Improvement (CSI) efforts
- Participating in service review meetings within IT and with the business
- Ensuring the entry in the Service Catalog is accurate and is maintained
- Participating in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)"
Role Related to the Service Catalog
With respect to the maintenance of the service catalog and tools related to the service catalog (ticket types, etc.), the service owner has the following responsibilities with regard to the services they are responsible for:
- Providing the service catalog entry content for the service
- Providing input on ticket structure, required information, data fields, default review/assignment, etc. for tickets related to the service
- Periodically reviewing service catalog entries, tickets types, etc, and notifying the ITSM Steering Committee or appropriate governing body of any changes that need to be made to services (including new services, service modification, and service deletion).
Service Manager
The service owner may appoint a delegate to act as service manager for a service.
The service manager has day-to-day responsibility for the management of a service, including any or all of the responsibilities above. However, the service owner remains ultimately responsible for the service. The service manager is typically the primary service provider or responsible party for the service, and must have an active stake in providing the service. The service manager may be a management or staff-level employee, as appropriate. If the service owner does not appoint a service manager, the service owner will be assigned as service manager for the service.