What it means to be a Service Owner

August 23, 2018

IT Service Ownership is a significant responsibility in the IT organization and an integral part of keeping Services and Service Offerings running smoothly and efficiently.

Service owners are accountable for their service through the entire lifecycle, ensuring alignment with the customers’ needs and representing the service across multi-disciplinary departments.  A service may include various components consisting of service offerings, applications, systems, and people that when combined, equal the whole of the service.  Regardless of where these components exist in the organization, it is the service owner’s accountability to ensure the appropriate levels of service delivery, financial spend, and continuous improvement are in place to appropriately support the service.  

The service owner is expected to attend monthly service owner meetings and meet regularly with their service offering managers to ensure, together, they are delivering the highest level of customer-focused and reliable service.  They also work closely with all stakeholders to ensure that the overall strategic plan and roadmap for the service aligns with the objectives of the University. They ensure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for service changes and outages.  It is important for the service owner to stay aware of changes that impact their service.  In the event of an unplanned outage, the impacted service owner will stay informed and involved until the service has been restored.

In essence, the Service Owner manages the ‘big picture’ of the service, they work at a strategic level providing cross functional oversight across a number of functional departments.

Learn more about Service Owner/Service Offering Manager roles and responsibilities.