Yale Service Owner - Role Definition



IT service Ownership at YalePlease note that the below listed items are applicable to all types of services. As we evolve and mature our processes and service ownership at Yale, these may change over time.Understanding your service and service offeringsService owners are accountable for:Understanding what associated service offerings and applications make up your service in the IT service Catalog, and keeping the catalog up-to-date.Developing and maintaining accurate descriptions for all owned Services.Advocating for the consumers of your service to the Service Management Executive Committee (SMEC) and IT.Understanding how your service fits into the IT Service Portfolio, and how it aligns with and supports the University and Pillar goals.Developing a roadmap that supports the goals and strategic direction of the service.Planning for your service or service offeringsBuy vs. Build – If buying professional services or product for your service, you are required to work with Procurement to competitively bid anything over $10K to insure best fit on functionality, capability and cost.Be aware and accept ownership of the contracting process and terms that affect the operation of the service (deliverables, license entitlements, cost, SLA, DR, accessibility, compliance, etc.).Ensure the following are develop, maintained and accessible:Service Operation ManualBusiness Continuity/Disaster Recovery PlansSecurity, compliance and regulatory requirements (are they understood and who owns the risk)Communication plan (how are service changes, interruptions, etc. communicated to stakeholders (this is part of the service operation manual)Dependencies on supporting service offerings, applications/services (documented in the service operation manual)Application runbook for all applications enabling the service and related service offerings.Participate in the initiation of new or updated Services in the service Pipeline, and retiring old Services, by following established governance processes.Participate in the Service Lifecycle Process for all owned services and related service offerings; approve all new/updated services or associated service offerings entering production or being retired.Operating and monitoring the health of your serviceEstablishing, getting agreement on, and monitoring service Level Agreements (SLAs) for your service and related service offerings.Establish metrics to ensure the effective delivery and health of your service. This will require understanding the metrics of the service offerings related to your service.Responsible to ensure complete problem resolution and root cause analysis. Collaborate with service offering managers, application owners as well as the Major Incident Manager to help drive resolution of a major incident for an owned service.Continuously improving your serviceSeek opportunities to refine, improve, stabilize or simplify the service based on new processes, technologies, workflow automation, etc. Submitting proposals, as necessary, to assess & implement any identified improvements as part of service Lifecycle Process. Prioritize, plan, and execute smaller improvements as necessary to support and improve your service.Collect client feedback, monitors overall client experience and coordinate action plans to address deficits.Accountable vs ResponsibleThe?accountable person?is the individual who is ultimately answerable for the activity or decision.? Only one accountable person can be assigned to an action.The?responsible person?is the individual(s) who complete the tasks.?The responsible person is responsible for action/implementation. Responsibility can be shared. The degree of responsibility is determined by the individual with the “accountability."service Owner: The service Owner is the sole person accountable for a specific service (Infrastructure, Application or Professional) from initiation through retirement, including all associated service offerings in that service’s portfolio regardless where those components reside. The service owner is accountable to ensure the appropriate levels of service delivery, financial spend and continuous improvement. Focuses on service Strategy, Design and Continual Improvement (The big Picture). Accountable for coordination across the service offerings in the service hierarchy. Represents the service across the organization.Accountable to ensure that all published details of the service and service offerings are accurate and up-to-date. Accountable to work with the customer and key stakeholders to align the service with the customer needs.Accountable to work with the service offering Managers to develop a strategic plan and roadmap for the service.Working with the service offering Managers, the service Owner is accountable to define key service metrics and reporting actions plans for improvement. Responsible to identify opportunities to improve the service.Accountable to understand and advise on proposed new service offering functions or service retirement proposals.Involved in the major incident process for any high-priority incidents impacting the service they own.Accountable to ensure problem resolution and coordinating root cause analysis is being performed for any issues impacting the service and to ensure an after-action review is completed by the service offering manager or application owner.Accountable to ensure the communication plan exists and is followed for all applications and service offerings enabling the service, this includes planned and unplanned outages.Be informed and provide consultation about changes that impact the service.Accountable for the security compliance and accessibility of the service offerings that make up the service, including applications owned within the service. If the application is an enabling component and not owned under the service Owner, it is the service Owners to report any known issues to the appropriate service Owner. Accountable to ensure that changes entered by the service offering Manager are appropriate and properly entered.Participates in Change Advisory Board decisions, approving changes to the services they own.Reviews technical data to ensure that the availability and capacity needs of the overall service are being met.Understands and is accountable to ensuring that all elements/applications required to restore the service are known and in place in the event of an unplanned rmed of any contracts, subscriptions and/or licenses for the service offerings that make up the service.Assists in defining and tracking the cost model in relationship to how the cost of the service is defined and recovered, if applicable.Understanding and ensuring the service request work group is managed and free from backlog, as well as release planningservice offering Manager: The service offering Manager is responsible for the day-to-day operational management, coordinating all activities related to the service offering. The service offering Manager helps align the offering with the service, as well as focuses on the customer and their expectations. In relation to the service offering, they set the requirements, manage the processes, manage the changes that impact it and the assets (hardware and software, including applications) required to provide it.Focuses on service Transition, Operations and Continual Improvement, (they sweat the details). Responsible for the delivery of the service offeringActs as, or delegates, the role of subject matter expert (SME) for the offering and has a thorough understand of the service offering, including major components, workflows, dependencies and costs. May or may not be the SME for supporting technologies.Responsible to work with other service offering Managers and/or applications owners to understand the roadmaps for which their service offering is dependent.Responsible to drive problem resolution and coordinating root cause analysis for any issues with the service offering and to complete an after-action review.Responsible to understand all elements/applications required to restore the service offering and that runbooks are in place to restore the service offering in the event of an unplanned outage.Responsible to document and follow the communication plan for any service offering change or outage. Responsible for the user experience of the offering.Responsible to identify opportunities to improve the service offeringResponsible to identify opportunities to retire service offering functions or entire service offerings which no longer add value.Responsible for tracking and reporting on operational metrics and SLAs and acting on them accordingly.Responsible for compliance – security and accessibility of the service offering.Responsible to maintain team members and queue managers for the assignment group in service Now.Responsible to enter changes to the service offering and to inform the service Owner.Responsible to create/collect and maintain all operational documentation for the service offering including, but not limited to; workflows, standard operating procedures and architecture diagrams. Responsible to update the service offering details in the service Catalog.Responsible for the management of any contracted services, subscriptions and/or licenses or the service offering.Understand the costs of the service offering and how it rolls up to the service. Work with the service owner to manage the costs. Appendix: ITIL Definition of a service OwnerTo 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.The service owner is accountable for the delivery of a specific IT service. The service owner is responsible to the customer for the initiation, transition and ongoing maintenance and support of a particular service and accountable to the IT director or service management director for the delivery of the service. The service owner's accountability for a specific service within an organization is independent of where the underpinning technology components, processes or professional capabilities reside.service ownership is as critical to service management as establishing ownership for processes which cross multiple vertical silos or departments. It is possible that a single person may fulfil the service owner role for more than one service.The service owner has the following responsibilities:Ensuring that the ongoing service delivery and support meet agreed customer requirementsWorking with business relationship management to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirementsEnsuring consistent and appropriate communication with customer(s) for service related enquiries and issuesAssisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management processIdentifying opportunities for service improvements, discussing these with the customer and raising RFCs as appropriateLiaising with the appropriate process owners throughout the service lifecycleSoliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performanceProviding input in service attributes such as performance, availability etc.Representing the service across the organizationUnderstanding the service (components etc.)Serving as the point of escalation (notification) for major incidents relating to the serviceRepresenting the service in change advisory board (CAB) meetingsParticipating in internal service review meetings (within IT)Participating in external service review meetings (with the business)Ensuring that the service entry in the service catalogue is accurate and is maintainedParticipating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the serviceIdentifying improvement opportunities for inclusion in the continual service improvement (CSI) registerWorking with the CSI manager to review and prioritize improvements in the CSI registerMaking improvements to the service.The service owner is responsible for continual improvement and the management of change affecting the service under their care. The service owner is a primary stakeholder in all of the underlying IT processes which enable or support the service they own. For example:Incident management Is involved in (or perhaps chairs) the crisis management team for high priority incidents impacting the service ownedProblem management Plays a major role in establishing the root cause and proposed permanent fix for the service being evaluatedRelease and deployment management Is a key stakeholder in determining whether a new release affecting a service in production is ready for promotionChange management Participates in CAB decisions, authorizing changes to the services they ownservice asset and configuration management Ensures that all groups which maintain the data and relationships for the service architecture they are responsible for have done so with the level of integrity requiredservice level management Acts as the single point of contact for a specific service and ensures that the service portfolio and service catalogue are accurate in relation to their serviceAvailability management and capacity management Reviews technical monitoring data from a domain perspective to ensure that the needs of the overall service are being metIT service continuity management Understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisisInformation security management Ensures that the service conforms to information security management policiesFinancial management for IT services Assists in defining and tracking the cost models in relation to how their service is costed and recovered. ................
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