Do you have service owners?
02 Jun 2016
Many IT organizations have separate infrastructure and application teams, and nobody seems to own the end-to-end service. How does this work in your organization? Do you have service owners? If so then what are they responsible for? If not then how do you make sure that you have the right focus in delivering service to customers?
Hiya, we don't as yet - but I would be interested to hear other organisations responses!
Hi Stuart, we are currently in the process of defining service owner for each service. However, considering all skills required for service owner, we identified only few good candidates. And this means, that some of them are going to be owner for too many services.Some of their responsibilities will be: have oversight for service, prepare monitoring and reporting, approve changes, communication with customers, act as an escalation point in Incident Management..
12 Jul 2019
Edited on 15 Jul 2019 at 08:33
We have defined for all services cataloged, the Service Owner. We consider the Director of the area that demanded the development, is the Service Owner. He must be able to recognize what is needed to maintain good customer service, make decisions about it.
The same rule is applicable to infrastructure and application teams.
We also identify who is responsible for supporting
the service, the manager of the area that
supports the service, even though it is
more than one area.