The Service Owner Role in ITIL
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White Paper written by Kai Holthaus, Director of Consulting, Third Sky

This white paper provides a closer look at the Service Owner role, beyond the main accountabilities described in the Foundation syllabus. It will look at some tasks in each of the life cycle stages for a Service Owner to do, and describe a generic service delivery model at a high level.

The Service Owner role is introduced in the ITIL® books with the following responsibilities:

  • To act as prime customer contact for all service-related enquiries and issues
  • To ensure that the ongoing service delivery and support meet agreed customer requirements
  • To identify opportunities for service improvements, discuss with the customer and raise the RFC for assessment if appropriate
  • To liaise with the appropriate process owners throughout the Service Management lifecycle
  • To solicit required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
  • To be accountable to the IT director or Service Management director for the delivery of the service
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The Service Owner Role in IT Service Management & ITIL