Role · Programme and Project layer

Service Owner

Accountable in IT operations for the live service: support model, service levels, configuration records, monitoring and continuity. Agrees the operational acceptance criteria and accepts the service into operation at handover.

Why it matters

A service that operations did not agree to run fails quietly after the project leaves.

Closest equivalent: ITIL service owner
ITIL: Service owner; service level management

Draws on

ITIL 4

Leads and owns

Service Review Service catalogue Operational runbook Knowledge article Service desk Service agreements Get help portal Service life and health Operational acceptance criteria

In the resource library

Ready-to-use resources in the DelPulse workspace (sign in to open them):

Feature preview call · Playbooks
Go-live checklist · Checklists
Data requirements template · Templates
Release plan · Templates
RACI for product delivery · Guides
Introduction to agile and Scrum · Training
Service Owner self-assessment · Self-assessments

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