The University of California has been contributing to an EDUCAUSE Center for Analysis (ECAR) working group that is examining the ITSM concepts of a “service owner”. A service owner is accountable for the delivery of an IT service and ensures that the service receives strategic attention and appropriate resources to support the mission and needs of the Institution. The service owner is responsible for the service as a whole through its entire lifecycle and is accountable to the person in charge of overall IT service delivery.
The ECAR working group is writing a paper to provide guidance and best practices on how and when that role can be applied in higher education to improve the IT organization’s IT service management effectiveness. This session will first present the ECAR working group’s results and then follow that with a facilitated panel discussion about how we can apply the concepts, guidelines and practices to the various campuses throughout the University of California system. A panel of Service Owners from UC Davis, UC Riverside, UCLA and UC San Diego who have successfully been applying the ITSM Service Owners roles and responsibilities to their organizations will discuss how they implemented the role, the challenges, and the value of ITSM Service Owner processes overall. Audience members will also have the opportunity to ask follow-up questions of the panel and provide feedback directly to the ECAR working group on their conclusions.
Specific topics that the session will cover include the definitions of service owner and service-offering manager roles, recommendations for service owner and service-offering manager responsibilities and key activities (grounded in the major phases of the service lifecycle), guidance for selection of staff for these roles and supporting them for success, and key performance indicators.
Prior experience with ITIL or IT Service Management is not necessary but may be helpful.