What is the role of the Service Owner?

The role of the Service Owner is essential in ensuring that a specific service is effectively managed and aligns with the expected outcomes for both the business and its stakeholders. A Service Owner is responsible for the overall delivery of a particular service, focusing on service performance, user satisfaction, and continual improvement. This individual acts as the primary point of accountability for that service, which includes defining service levels, monitoring service performance, and engaging with stakeholders to understand their needs and expectations.

By concentrating on a single service, the Service Owner can implement strategies that promote optimal service delivery and ensure that any developments or modifications are in line with the business objectives. This role encapsulates the ownership of assuring that all aspects of the service lifecycle are addressed, from strategy and design through to transition, operations, and continual improvement.

In contrast, overseeing all IT services in the organization pertains to a broader managerial role that is not confined to a single service, while handling all incidents related to a specific service is typically the responsibility of incident management teams rather than the Service Owner. Creating policies for IT service management falls under the domain of governance and strategic management rather than the specific responsibilities tied to a single service. Therefore, focusing on managing a specific service and ensuring it meets expected outcomes accurately reflects the true purpose of