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The service owner is 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 of where the underpinning technology components, processes or professional capabilities reside. Service ownership is as critical to service management as establishing ownership for processes which cross multiple vertical silos or departments. It is possible that a single person may fulfill the service owner role for more than one service.

Key activities for the Service Owner Role include:
• Working with business relationship management to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirements
• Ensuring consistent and appropriate communication with customer( s) for service-related enquiries and issues
 • Assisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management process
 • Identifying opportunities for service improvements, discussing these with the customer and raising RFCs as appropriate
 • Liaising with the appropriate process owners throughout the service lifecycle
Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
 • Providing input in service attributes such as performance, availability etc.
 • Representing the service across the organization
 • Understanding the service (components etc.)
 • Serving as the point of escalation (notification) for major incidents relating to the service
 • Representing the service in change advisory board (CAB) meetings
 • Participating in internal service review meetings (within IT)
 • Participating in external service review meetings (with the business)
 • Ensuring that the service entry in the service catalogue is accurate and is maintained
 • Participating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the service
 • Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register
 • Working with the CSI manager to review and prioritize improvements in the CSI register
 • Making improvements to the service
 • Serving as the point of escalation (notification) for major incidents relating to the service • Representing the service in change advisory board (CAB) meetings
 • Participating in internal service review meetings (within IT)
 • Participating in external service review meetings (with the business)
 • Ensuring that the service entry in the service catalogue is accurate and is maintained
Participating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the service
 • Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register
 • Working with the CSI manager to review and prioritize improvements in the CSI register
 • Making improvements to the service.

• заказчик не знает как обосновать расходы на фазу анализа для бизнеса, мол нет овеществленного результата;
• хочется получить все в одном проекте;
• неизвестно будут ли деньги на другие фазы, и лучше сейчас их заложить сразу.