Service Management Roles and Responsibilities

ITS Service Board

The Yale ITS Service Board provides oversight and operational coordination of the ITS Service Lifecycle. For more details, visit the Service Board on the ITS website.

Service Owner Committee

The Service Owner Committees represent the groups of services in the ITS Service Catalog.  Committee members are the Service Owners and Service Offering Managers within each service group.  At specific touch-points during the service life-cycle (particularly during initiation and retirement of offerings, reorganizing the catalog, or making technology changes with customer impacts), ITS looks for the approval of the Service Owner Committee to assure that decisions are made strategically with ITS and University goals and the health of the service portfolio in mind. 

Service Owner Committee Chair

Suggested Responsibilities

Suggested Activities

Articulate and rationalize services

  • Represent the service group, including service owners and managers to the Service Board
  • Understand the makeup of the service group, including services, service offerings, cross-listings, and ownership
  • Propose solutions to address changes, service duplication, gaps and obstacles

Champion voice of the community

  • Monitor overall customer experience – customer voice/inputs
  • Ensure community is aware of services through communications and marketing

Convene service ownership quarterly for the following:

  • Communicate Service Board message to service owners and managers
  • Surface and remove obstacles
  • Negotiate conflict
  • Facilitate changes to the service group
  • Orientation of new service owners and service offering managers to roles and group
  • Monitor compliance of service management processes and responsibilities

Service Owner

Suggested Responsibilities

Suggested Activities

Articulate and rationalize offerings

  • Represent the service to the Service Owner Committee (SOC) and across the organization
  • Responsible for understanding workflow
  • Develop strategic direction and roadmap

Voice of the community

  • Represents community to the SOC and ITS
  • Collects customer feedback from Service Offering Manager and coordinates action plans to address deficits
  • Define communication and request processes appropriate for the service
  • Advocate for offerings that need marketing

Service introduction and CSI

  • Propose retirement of inactive services
  • Modify/add/retire service
  • Collaborate with Service Offering Manager to define metrics

Maintain operations & applications

  • Default backup for Service Offering Manager unless another is appointed
  • Responsible for backing up Service Offering Manager in PRB resolution
  • Responsible for backing up Service Offering Manager on root cause analysis as a part of the problem process or for P1
  • Coordinate solutions to address resource gaps identified by the Service Offering Manger

Service Offering Manager

Suggested Responsibilities

Suggested Activities

Articulate and rationalize offerings

  • Acts as or delegates role of subject matter expert (SME) for the offering and has a thorough understanding of the service offering, including major components, workflows, dependencies and costs. May or may not be the subject matter expert for supporting technologies.
  • Works with other Service Offering Managers in the SOC to optimize service fulfillment coordination between offerings in the service group

Voice of the community

  • Collects, analyzes and reacts to customer satisfaction surveys and research
  • Monitors ups & downs
  • Responsible for user experience of the offering
  • Responsible for all customer feedback mechanisms

Service introduction and CSI

  • Responsible for operational aspects of service introduction
  • Responsible for doing the work of retiring service
  • Generates and maintains knowledge and documentation related to service offering
  • Reviews service offering tickets (INC, PRB, etc.) looking for opportunities to improve

Maintain service offering

  • Act as the SME or liaison for SMEs when they are distributed
  • Responsible for tracking and reporting on operational metrics and SLAs
  • Responsible for compliance – security and accessibility
  • Accountable for PRB resolution and actively participates in P1 resolution process
  • Coordinate resources and escalate gaps to the Service Owner
  • Responsible for all workflows
  • Maintains team members and queue managers for the assignment group in Service Now
  • Accountable for incident escalation
  • Responsible for marketing, training and knowledge