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Service Catalog responsibilities

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Guest user Created:   May 14, 2018 Last commented:   May 14, 2018

Service Catalog responsibilities

We prepared a service catalogue including business and supporting services. While defining service owners for both, we have confused. Service owners of each supporting service is clear, they will be the managers from Service Providers' Operation Team but for the business services part we are not sure about the key person. For example, should service owner of a business service be a person/director from Service Providers' Operation Team or Service Providers' Sales Team? Is there a way to clarify this situation?
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Branimir Valentic May 14, 2018

Answer:
Following belongs to the Service Managers' responsibilities:
- accountable for the delivery of a specific IT service (ensuring that the ongoing service delivery and support meet agreed customer requirements)
- 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 o f where the underpinning technology components, processes or professional capabilities reside.
- responsible for continual improvement and the management of change affecting the service under their care

So, if your sales team is capable to fulfill above requirements - then yes, they can be the service owners (of the business part of the service catalogue).

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May 14, 2018

May 14, 2018

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