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Service Owner - Proposed Definition

Version 1, changed by mhamilton11. 02/13/2007.  
Featured:
Title: Service Owner - Proposed Definition
Category: Service Catalogs
Author: mhamilton11
Date Posted: 02/13/2007 03:24PM
Introduction: This article contains a proposal for the role of Service Owner
Article:

The Service Owner is accountable for a specific service within an organization regardless of where the technology components or professional capabilities reside which build it. Service ownership is as critical to service management as establishing ownership for processes which crosses multiple silos or departments.
 
To ensure that a service is managed with a business focus, the definition of a single point of accountability is absolutely essential to provide the level of attention and focus required for its delivery.
 
Much like a process owner the Service Owner is responsible for continuous improvement and the management of change affecting the services under their care.  In both cases these horizontal roles are effective or not according to the level of empowerment provided to the role by the executive of the IT organization. The Service Owner is a primary stakeholder in all of the IT processes which enable or support it.


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Comments (4)

Toon Van Hauwermeiren said, 02/16/2007:

Is this a front-office or back-office IT role?

LucySky said, 02/19/2007:

the service owner ín my opinion is also resposible for underpinning contracts he need to provide a specific service to the customer. he has to look after the service costs related to market prices (benchmarking). the service owner must guarantee the monitoring of service level agreements. i think we should find concrete definitions of what a service owner stands for.

jankej said, 05/02/2007:

I would suggest that this could be a front-office or back-office role in the organization. The delineation relies on whether or not the service owner is also serves in some form of service review capacity with the customer. If so, the service owner is playing a front-office role. If the the service owner instead prefers to have someone else play the central role in the review process (such as an IT Relationship Manager or a Customer Relationship Manager, then the owner plays a more back-office role. In either case, the service owner is responsible, as LucySky? suggests, for ensuring all components of the the IT system meet the customers requirements.

John Worthington said, 05/11/2007:

I suppose that in a for-profit IT organization, the Service Owner may be the 'Offer Manager' and might even have P&L responsibility. In this case I'd say the focus may be very much front office (and top line revenue growth). In other cases, the Service Owner may be a 'silo of silos' or even an architecture or PM orientation and would be very much a back office function. Risk here is continued disconnect with clients. In either case the same old adage applies; you'd better have strong management committment and place this role with enough authority to get the job done!

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