Skip to main content

Accountable and Responsible

I was recently asked about the accountabilities and responsibilities of the Service Level Manager and Service Owner. 

Let’s start with Service Level Manager.
  • Responsible for gathering Service Level Requirements from the customer.
  • Responsible for negotiating and maintaining SLAs with the customer.
  • Responsible for developing and maintaining OLAs.
  • Responsible for understanding underpinning contracts as they relate to OLAs and SLAs.
  • Responsible for producing, reviewing and evaluating reports on service performance and achievements on a regular basis. Also for conducting meeting with the customer to discuss service performance and improvements.
  • Responsible for initiating appropriate actions to improve service levels (SIP).
  • Conducting yearly reviews of SLAs, OLAs and underpinning contracts.
The success of SLM is very dependent on the quality of the Service Portfolio and the Service Catalogue and their contents. They provide the necessary information on the services to be managed within the SLM process.

Service owner:
  • Accountable for a specific service within an organization regardless of where the underpinning technology, components or processes reside.
  • Provide input for service attributes such as performance, availability, etc.
  • Represents the service to the entire organization.
  • Point of escalation for major incidents.
  • Represents service in Change Advisory Board meetings
  • Works with CSI Manager to identify and prioritize service improvements
  • Responsible for ensuring that the service entry in the Service Catalogue is accurate and maintained.
The ITIL Continual Service Improvement book pg 135/136 Table 6.8 shows the primary and secondary responsibilities for both the Service Level Manager and the Service Owner. This might be a good place for you start defining work flow for each role. In the same book on page 138 is a sample process flow for change management. You might apply this model to the two roles you have added to your organization. Additionally on page 139 Table 6.10 is a sample RACI Matrix.


Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

ITIL 4 – Mapping the Customer Journey

All service providers are in the business of customer and user experience. It is not enough to compete on products and services, how services are delivered is as important as what is delivered.

The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers. In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain.

The customer journey begins by understanding the overall macro-level of steps or groups of activities that generate the need for interaction between the customer and the service provider. These activities begin at “Explore” and end with “Realize” where the value is actually being consumed by the end-users.
The Band of Visibility