The Service Manager has overall accountability for defining the service, ensuring services meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle – often in conjunction with a Service Team.

Service Manager activities include:

• Answer the five service definition questions
• Develop service page for ITS Service Catalog
  (Service Catalog page template)
• Identify service team and facilitate team meetings and activities
• Lead service team through initial and annual service reviews; includes ensuring support readiness, if applicable
• Coordinate SLA/OLA creation, reviews, and updates
• Identify and publish service metrics
• Coordinate service retirement activities
• Ensure multiple perspectives are represented in the definition and evolution of services, including customer/business, client, support, technical, policy, and security
• Facilitate communication between service delivery, support, client representatives, and ITS management

Service Team Meetings:

The Service Manager meets regularly with the Service Team -- at a minimum whenever major changes to service levels are proposed, or annually. See "Service Teams" for additional information.

Additional Information:

For additional information, to inquire about Service Manager mentoring, or for feedback on this toolkit, please contact Client Services and Security using the ITS Feedback form.