1. Service Owner Workshop
Chapter Name
ITIL® Service Strategy Course
May 19, 2014
Service Owner
Workshop
Presented by:
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ITIL© is a Registered Trade Mark of the Cabinet Office.
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Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

2. Chapter Name
ITIL® Service Strategy Course
Agenda
Introductions Process Improvement Service Owners and Service Delivery Manager Service Handbook Homework
Reg
Agenda
© Third Sky, Inc – Service Owner Session
Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

3. Some ways Service Owners support HUIT Values include …
Chapter Name
ITIL® Service Strategy Course
Some ways Service Owners support HUIT Values include …
Values
Service Owner responsibilities
User-focus
Ensure services are providing value for users
Look for ways to evolve the service based on user needs
Deliver a positive customer service experience with empathy
Collaboration
With users and other stakeholders
With virtual teams
With process owners
Innovative
Drive the strategy for the service based on
Understanding the technology landscape
Proactively seek better solutions
Feedback from users
Open
Promote the service offerings
Communicate at all levels, i.e. from strategy to operations
Reporting service level achievements
Sara / Peter
Chapter Name
© Third Sky, Inc – Service Owner Session
Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

4. Introductions Name What Service(s) do you own? Introductions
Chapter Name
ITIL® Service Strategy Course
Introductions
Name
What Service(s) do you own?
Reg
Introductions
© Third Sky, Inc – Service Owner Session
Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

5. Consistent Practice with ServiceNow
We’ve made GREAT progress with Snow
Thank you!
Next: Focus on consistent and best practices
Managers and teams can help by:
Reviewing their group’s tickets and reports
Communicating feedback to Queue Managers
Sending opportunities for improvement to ITSM
for After Action Reviews
Courtney

6. Service Owners and Service Delivery Managers
Chapter Name
ITIL® Service Strategy Course
Service Owners and Service Delivery Managers
Service Owner
Aligned with the top-level in the Services tree
Focuses on Service Strategy, Design and Continual Improvement, i.e. big picture
Accountable for coordination across the second-level Services in the Service tree
Service Delivery Manager
Aligned with the second-level in the Services tree
Focuses on Service Transition, Operations and Continual Improvement, e.g. detailed oriented
Responsible for the delivery of the Service defined at the second-level
Reg onwards
BSO vs SDMs
© Third Sky, Inc – Service Owner Session
Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

7. Relationship between Roles
Service Owner
Level of Focus
Service Delivery
Manager
Strategy
Design
Transition
Operations
BSO vs SDMs
© Third Sky, Inc – Service Owner Session

8. Service Owners for all types of Service
Chapter Name
ITIL® Service Strategy Course
Service Owners for all types of Service
User
Business services
Service Owners
Service Delivery Managers
Technical Services
Server Hosting
Not just Business Services!
Storage
Service Owners
Service Owners
Service Delivery Managers
Service Delivery Managers
Chapter Name
© Third Sky, Inc – Service Owner Session
Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

9. Service Owner Responsibility Service Delivery Manager Responsibility
Exercise
Describe the nature of the responsibility for each role.
Activity
Service Owner Responsibility
Service Delivery Manager Responsibility
Establishing service level targets
Accountable
Consulted
Approver in Change Process
Responsible
Looking for trends and patterns in Incident Management
Responsible/Accountable
Communication to customers during a Major Incident
Informed
Service Roadmaps
Satisfying user requirements
BSO vs SDMs
© Third Sky, Inc – Service Owner Session

10. Service Artifacts Strategic Tactical Operational IT Leadership
Service Handbook
Tactical
Service Definition
Service Catalog
Service Owners
Service Delivery Managers
User
Trouble-shooting Guides
Run Book
SOPs
Operational
Help Center Reps
Sys Admins
Engineers

11. KPIs vs Metrics Metrics KPIs
Service metrics
Process metrics
Technology metrics
KPIs
Most important metrics for measuring outcomes
Chapter Name
© Third Sky, Inc – Service Owner Session

12. Service Handbook Quickly communicates key aspects of the service
Who are the customers and stakeholders?
Who is the service team?
Key performance indicators
Ben Gaucherin is sponsoring KPI effort
Review template and provide feedback
Service Handbook
© Third Sky, Inc – Service Owner Session

13. Homework
Complete Service Handbook by April 30, 2014 Next meeting: late May / early June.
Service Handbook
© Third Sky, Inc – Service Owner Session

14. Appendix
Chapter Name
© Third Sky, Inc – Service Owner Session

15. RACI Matrix Example (Generic Infrastructure)
Service Owner
ITSM
ICAPS
Windows
Unix
DBA
Network
Storage
Operations
Strategic direction A C
Change Mangement R
Incident mgmt
Major Incident
Problem mgmt
Strategic Communication
R/C
MI communications
Chg M communications
R = responsible – doers / execution
A = accountable – only one person can be accountable
C = consulted – two-way communication
I = informed – one-way communication
Chapter Name
© Third Sky, Inc – Service Owner Session

16. Parking Lot Item
When will we create Service Handbooks for the sub-service level.
Chapter Name
© Third Sky, Inc – Service Owner Session