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ITIL :: View topic - Definitions for service, service owner, technical owner....
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Definitions for service, service owner, technical owner....

 
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dukie
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PostPosted: Sat Jun 09, 2007 5:24 am    Post subject: Definitions for service, service owner, technical owner.... Reply with quote

Hi,

Has anyone define the terms service, service owner, technical owner, or functional owner when trying to implement ITIL best practices?

Thanks Smile
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dukie
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PostPosted: Wed Jun 20, 2007 12:32 am    Post subject: Definitions.... Reply with quote

Below are the definitions we created:

Chief Sponsor: The person in this role has the ultimate authority and responsibility for the project, which is to say "the buck stops here". They will normally be a senior staff member (Director and above) with a relevant area of responsibility that will be affected by the outcome of the project and/or they have a specific knowledge or skill set that will aid in the success of the project. They are involved from the start of the project, including defining the project scope in conjunction with the project manager. Also, the person in this role facilitates any financial resources needed for the project. A key distinction of this role is the ability to "write the check" without any further necessary approval.

Sponsor: The person(s) in this role will normally be part of the management team (managers and above) and will have an influence on the outcome of the project. The person(s) in this role will also be responsible for providing people resources, insight and feedback throughout the duration of the project.

Service Owner: Person in this role is principally responsible for end-to-end management of the identified service(s). They will be responsible for overseeing the definition, implementation and management of both the functional and technical changes and day-to-day activities of the service. This usually requires working with multiple units within OIT to adequately provision and support a service. The service owner (or their designee) is the responsible party with support from other managers and staff in the delivery of the service. This is an operational term. While the Service Owner may be involved in a project as a sponsor or team member, the ownership designation is not specifically a project role.

Functional Owner: An optional role to support the Service Owner in the functional areas of the service, such as user requirements gathering, managing customer expectations, and support. This person may not directly be responsible for all functional parts of the service, but they are the "go to" for any functional questions or problems, and they are responsible for reaching out to the appropriate people to resolve those issues. This is an operational term.

Technical Owner: An optional role to support the Service Owner in the technical areas of the service, such as managing the technical details and/or the infrastructure. This person may not directly be responsible for all technical parts of the service, but they are the "go to" for any technical questions or problems, and they are responsible for reaching out to the appropriate people to resolve those issues. This is an operational term.
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