Process Owner and Service Owner

This article answers following queries:

Ø  What are the roles and responsibilities of a Process Owner?

Ø  What are the roles and responsibilities of a Service Owner?

 

Process Owner responsibilities:

·         Ensuring the process is performed as agreed

·         Defining process strategy

·         Assisting with process design

·         Ensuring appropriate process documentation is available

·         Monitoring and improving the process on an ongoing basis

·         Periodic audit to ensure compliance to policy and standards

·         Communicates process information or changes as appropriate

·         Ensures process technicians have required knowledge to support process activities

·         Addresses issues that are encountered while executing processes

 

Service Owner responsibilities:

·         Accountable for the delivery of a specific IT service

·         Acts as a prime contact to the customer for the given service during its entire life cycle

·         Ensures ongoing maintenance, service delivery and support

·         Identifies service improvements

·         Translates customer requirements into service requirements

·         Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

·         Provides inputs to service attributes like availability and performance

·         Initiation and transition of the services

·         Represents the service to the organization