Service Teams

A Service Team's function is to inform and provide service-related input to a Service Manager. Service Teams can be formal or informal and are composed of individuals and groups that need to be consulted for service changes and development. This typically includes customer representatives, service providers, service support representatives, and subject matter experts.

Service Team Responsibilities:

The Service Team monitors the health of the service and makes recommendations and decisions for changes and improvements. Functions and responsibilities include, as applicable

  • Contribute to ITS Service Catalogservice definition, and SLA/OLAs (guided by the five service definition questions)
  • Inform an IT Service strategy and multi-year view for the services in area of responsibility
  • Inform feasibility, service priorities, and criteria of IT Service needs and opportunities
  • Evaluate and determine response to non-standard service requests
  • Review IT Service performance, metrics, and operational issues
  • Identify IT Service needs and opportunities based on service performance, metrics, operational issues or emerging unmet needs
  • Incorporate service change/request for change process and tools
  • Service improvement planning: inform feasibility and plan implementation of service improvement opportunities; review, analyze, and make recommendations and decisions on service improvement opportunities in each lifecycle phase; also includes service retirement
  • Track assigned tasks or project work of service team members (may extend to other service providers)

Service Team Membership:

In addition to the Service Manager, Service Teams include membership from the areas below as needed and appropriate to the service. Depending upon the service, some members or the entire team may participate on an “on-call” or as-needed basis.

  • Representatives from each of the major functional/technical areas that support or provide the service (e.g., server administration, network, application support, Security, developers). (Note: Service providers may participate as needed, e.g. the Data Center Operations or Network group may not be a regular member of the Email Service Team.)
  • Service Support Subject Matter Expert (SME) -- this would be a representative from the Support Center if the Support Center is responsible for supporting the service
  • A representative from the Divisional Liaison Council (to represent the DL Council)
  • Representative providing a technical / support perspective from a division with a direct interest in the service
  • Where applicable, a representative from the system steward department (e.g., Financial Affairs staff representative for FIS)
  • A customer representative, as needed
  • Other subject matter experts

Service Team Meetings:

The Service Manager meets regularly (at a minimum whenever major changes to service levels are proposed, or annually) with the Service Team and uses the following to guide the Service Team Meeting Agenda:

  • Service Operations
    • Non-standard service requests
    • Review metrics, performance, and support issues or escalations
    • Identify service improvements
  • Service Changes
    • New
    • In process
    • Completed
  • Reviews and Service Strategy (Annually)
  • Other – may include vendor presentations, planning e.g. for budget or governance processes

Additional Information:

For questions, additional information, or feedback please contact Client Services and Security using the ITS Feedback form