Service Manager

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:

  • Identify service team and facilitate team meetings and activities.
  • Answer the five service definition questions.
  • Develop service pages for the ITS Service Catalog.
  • Coordinate SLA/OLA creation, reviews, and updates.
  • Identify and publish service metrics.
  • Lead teams trough service lifecycles.
  • 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 Managers should ensure that their service teams are familiar with the following processes:

  • Change Management - including change restricted days, maintenance calendar and normal, standard and emergency changes.
  • Support Readiness as part of service changes.
  • Knowledge Management - including content templates, appropriate review, updating and retirement of KBs
  • Incident Management - including unplanned outages
  • Use of IT Request for the above processes - See IT Request Blog for training materials

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 Support using the ITS Feedback form