Service roles and responsibilities

Author: Ros OLeary, IT Services Manager

Date: August 13th 2012
Version: 1.2

Introduction
This document outlines roles and responsibilities to be used in defining who will be
accountable and responsible for a service once it goes live. These roles are referred
to in other documents such as the Service Level Requirements document and the Go
Live Checklist.

Role
Service Owner

Responsibilities

Process Owner (accountable for process)

Key user decision maker / represents user interests
Included in all discussions/key decisions about
service
Reviews service regularly and identifies new
requirements
Ensuring that the service is accurately defined in
the Service Catalogue(in terms of details to be

published to the University)

Technical Service Owner
(IT Services)

Key technical decision maker

Accountable for delivering ITS service to agreed
service levels(for example, meeting availability
targets)
Making decisions about the service (for example, in
the Change Management process)
Ensuring that the service is accurately defined in
the Service Catalogue (in terms of technical details
for all services and all details for services

Third Party Service

Owner

completely owned by IT Services)

Representing the service at CAB (Change Advisory
Board) meetings
Leading on major incident investigation and
resolution
Identifying appropriate Technical Service
Manager(s)
Key decision maker
Accountable for delivering third party service to
agreed service levels

Service managers
Those responsible for day-to-day management of a service.
Role
Responsibilities
Operations Service
Manager (Process
Manager)

Responsible for service management

Manages: first line support; training;
communications to users in the case of changes to
the system; supporting documentation
Monitors service performance

Technical Service
Manager (IT Services)

Liaises with Technical Services Manager/Third Party

Service Manager about service
performance/service changes

Responsible for delivering ITS service to agreed

service levels
Managing the day-to-day running of the service so
that stated service levels (such as availability, for
example) are achieved
Manages agreed system configuration changes
Ensuring that support materials and documentation

are provided and maintained (for service

completely owned by IT Services)
Act as an escalation point for the service in
Incident and Change Management processes
Proactively assume ownership of problems and
major incidents affecting the service
Trigger internal (within IT Services) and external (to
the rest of the University) communications about
service downtimes (planned and unplanned),
changes and releases using current agreed

Third Party Service

Manager

communications processes
Escalate issues to the IT Service Owner as
appropriate
Deputise for the IT Service Owner as and when
required
Responsible for delivering third party service to
agreed service levels
Manages agreed system configuration changes