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
