Practitioner Radio Episode 28 The Role Of The Service Owner

Who Is Managing The LifeCycle Of Your IT Services? Join Chris and I as we explore the concept of a Service Owner and the critical role they play in IT Service Provisioning.

The Role Of The IT Service Owner - Practitioner Radio Episode 28 from ServiceSphere on Vimeo.

Show Notes:
  • Chris visits SDI and Ovum
  • Listener Mail. Networked Help Desk Site
  • Service Management Organization White Paper
  • Technology focused organizations do not focus on ownership of "outcomes"
  • The Service Stack
  • Service Ownership is NOT unique to the IT department
  • Service Owners and Business Relationship Owners
  • Service Owner role-playing outside of IT, Fleet Management
  • Human Barometer for CSI
  • Service Owners and Service Level Agreements
  • Ok, so I have not slept a lot
  • Service Owner role-playing for an IT service
  • What comes first define the service owner or define the service
  • How is the service owner involved in the support process?
  • Hamster Wheel of Death
  • Org Chart for a Service Organization is Horizontal management
Troy's Thunder Bolt Tip of The Day:Everything that you care about managing should have an owner responsible for the full lifecycle. Without this explicit assigned accountability Services will continue to be managed on a best effort level. Troy and Chris's Thoughts What Are Yours? "When it comes to privacy and accountability, people always demand the former for themselves and the latter for everyone else." ~David Brin To subscribe to Pink's Podcasts on iTunes

Like this article? Like

View Comments (6)

Comments

Do you see the Solution Architect and the Service Owner as the same person? Or just similar skill sets?

Brian Moss | August 14, 2012 at 9:46am

Brian, the Service Owner would certainly have similar skills sets with a Solutions Architect. They have to understand and document the business requirements and translate those requirements into outcomes the customer wants and is willing to pay for.

A key difference though is that the Service Owner remains accountable for the Service CSI beyond a project or build phase and has an ongoing relationship with the customer of the service.

Troy DuMoulin, VP Research & Development | August 14, 2012 at 6:19pm

Hi Troy,
recently read your slides on New rules, New people, New roles.

I couldn’t help but notice that it was onyl talkig about IT - but don’t we need to start getting the LOB engaged?

The approach won’t fully work without LOB engagement

And LOB should probably be sponsoring the change / investment to support continuous service improvement aligned with business needs

Simon

Simon King | September 5, 2012 at 5:41pm

Hello Simon

Yes your right that the visuals from the PinkFORUM12 with the exception of slide 10 session primarily focused on IT roles. However, the IT roles have LOB counter parts. Wether they are LOB Sr. Mgmt. or business process owners such as “Payroll” they are the consumers of the services and the people the IT roles are engaging with.

The PinFORUM12 event was based on a 90 Min. discussion format so the number of visuals we used was limited to avoid death by powerpoint.

For those reading this comment Simon is referring to this slide deck: http://bit.ly/Ra7JJe

Troy DuMoulin, VP Research & Development | September 5, 2012 at 6:39pm

Where do youe see the ownership for the supporting systems to a service residing? For instance the database that might serve dozens of services.

Mark Orndorff | December 20, 2012 at 5:25pm

Mark there are several levels of ownership in the Service Model

Service Owner: Owns the lifecycle of the outcome being provisioned to the customer: Email, Online Banking, Collaboration, Telephony, etc.

System Owner: Owns the lifecycle of a entire system around a specific technology solution e.g.: Exchange or SAP as a system (Not just the App)

Domain Owner = Functional owner of a technology area, Servers, Network, Databases, eg (This is where your Database question applies) and likely you already have someone who you would point to as owning databases.

Component Owner/ Administrator (Server Admin)

Troy DuMoulin, VP Research & Development | December 20, 2012 at 5:36pm

Post a comment