Which of the following activities is service Owner of specific service responsible for?

We are pleased to provide a glossary of definitions and roles for service management. This list is not comprehensive and will continue to grow.

Inhaltsverzeichnis Show

What does a Service Owner do?
What are the general responsibilities of a Service Owner?
What ServiceNow tasks is the Service Owner responsible for?
Additional resources
Which of the following activity in the service owner of a specific service responsible for?
Which of the following activities is the service owner of a specific service responsible for VCE guide?
What is a service owner responsible for?
Which of the following activities is service level management responsible for?

Service lifecycle

Services have a defined lifecycle that involves five areas of activity. Each area represents a set of processes within the lifecycle where services are:

Conceptualized in Service Strategy
Defined and designed in Service Design
Built, tested, and deployed in Service Transition
Effectively and efficiently delivered in Service Operation
Improved and enhanced in Continual Service Improvement (CSI)
Service Hierarchy

Service hierarchy

The Service Hierarchy is the relationship between individual service offerings and a service area.

Service category – A set of services that benefit from being managed together
Service – A combination of people, processes, and technology that deliver something to the end user
Service offering – A specific technology-focused activity, application, or product used to provide a service

Service roles

Service roles define responsibilities, governance, and accountability for the activities around a particular service.

Service roles within Rutgers Service Management (RSM) include Service Owner, Service Lead, and Technical Lead.

Service owner

The Service Owner is accountable for the strategy and success of a Service regardless of where the technology components live.

Key responsibilities include:

Developing and reviewing the service with critical stakeholders
Identifying and creating management and technical teams to build and run the service
Determining the metrics by which the service will be measured
Reviewing the service support model for effectiveness
Negotiating and reviewing service level expectations

Service lead

Typically, there is one Service Lead per service. The Service Lead is responsible for completing the related service activities and provides input into other lifecycle phases for that particular service.

Key responsibilities include:

Managing successful service request fulfillment
Developing the service support model
Coordinating efforts between support and technical teams
Monitoring and reporting on service performance
Ensuring that negotiated service levels are maintained
Coordinating service transition activities

Technical lead

Typically, there is one Technical Lead per service. The Technical Lead is responsible for the completion of day-to-day technical activities and signs off on any functional changes.

Key responsibilities include:

Administrating or architecting the technology components that enable the service
Acting as the technical escalation point for a service offering
Coordinating efforts, incidents, or resolving technical problems
Tracking the component items that make up the service offering
Escalating issues to a vendor if required

The Service Owner and Service Manager roles are sometimes fulfilled by a single staff member. This is especially common for smaller services and for services that are delivered through cloud vendors (Platform-as-a-Service [PaaS] or Software-as-a-Service [SaaS]). In UIT, the role of Service Owner is frequently a director of the organization that owns the service.

What does a Service Owner do?

The primary role of the Service Owner is to create the service lifecycle roadmap so that it aligns with the vision created by the Business Owner. The roadmap defines the activities of the service from launch through service improvement and finally service sunset. This role is strategic; Service Owners are not involved in the day-to-day operation of the service.

What are the general responsibilities of a Service Owner?

Identifies all business and security risks and mitigations associated with the service, including coordination of Data Risk Assessments (DRAs) as needed, and ensures compliance with Minimum Security (MinSec) Standards
Provides or approves client communication for service launch and pending maintenance windows and coordinates internal communication for operational staff
Provides input into the development of Key Performance Indicators (KPIs) and metrics to provide status on service health
Generates reports and reviews them on a regular basis to identify actionable opportunities for service improvement
Influences the vendor in the development of the cloud service; advocates for new features and functionality
Participates in internal service review meetings
Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
Represents the service across the organization

What ServiceNow tasks is the Service Owner responsible for?

Task	Why it matters
You provide guidance to the Service Manager to ensure a well-formed and complete service offering (Configuration Item or CI) is established in the Configuration Management Database (CMDB).	Having your service offering name (CI) in the ServiceNow CMDB is foundational in order to receive incident tickets, ensure they are routed to the correct support groups, and manage change requests.
You approve the content, design, and presentation of the service request form in the ServiceNow Catalog.	A service catalog entry is necessary in order for your clients to order or request your service.
You review and approve service change requests at the level for which they are authorized.	Adhering to Change Management best practices minimizes the potential for service disruptions and outages.
You serve as the point of escalation (notification) for major (Priority 1) incidents.	The aim of the Major Incident Process is to quickly restore service with any means necessary, including workarounds.

Key terms

Change Management: The process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
Configuration Management Database (CMDB): The database in ServiceNow that holds information about the service including service name (CI), description, service role assignments, incident assignment tiers, and change approvers.
Incident Management: An incident is an unplanned interruption or reduction in the quality of an IT service. Incident management is the process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
Major (Priority 1) Incident: A widespread, serious, major interruption or outage of a critical service that must be resolved with great urgency. They are classified as Priority 1 and Priority 2 incident tickets. The aim of the Major Incident Process is to quickly restore service with any means necessary, including workarounds.
Service Catalog: The only part of the ITIL Service Portfolio published to customers, used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering, and request processes.

Additional resources

Glossary of ITIL Terms
CMDB Documentation and Guides
Change and Incident Management Documentation (includes guides)
What’s the difference between Requests and Incidents?
Business Owner Role
Service Manager Role
Technical Operations Owner Role
Business Operations Owner Role

Which of the following activity in the service owner of a specific service responsible for?

Which of the following activities is the service Owner of a specific service responsible for? 1. Representing the service in Change Advisory Board meetings.

Which of the following activities is the service owner of a specific service responsible for VCE guide?

To produce and maintain an appropriate and up-todate Capacity Plan which reflects thecurrent and future needs of the business.

What is a service owner responsible for?

A service owner is accountable for the quality of their service. They adopt a portfolio view, managing end-to-end services, which include multiple products and channels. At this role level, you will: operate at scale and provide the connection between multidisciplinary business areas and stakeholders.

Which of the following activities is service level management responsible for?

The objectives of service level management are to do the following: Define, document, agree, monitor, measure, report, and review the level of IT services that are being provided. Make sure that the targets which are set are precise and assessable. Monitor the levels of customer satisfaction and improve them.