What do Service Owners hold accountability for in ITSM?

Service Owners in IT Service Management (ITSM) play a crucial role in ensuring that specific services are delivered effectively and meet the agreed-upon standards. They hold accountability for service quality across the entire organization. This includes comprehensive oversight of the service's lifecycle, from design and transition to operation and continual improvement.

The Service Owner is tasked with understanding the needs of the business and ensuring that the service not only meets these needs but also delivers value. They work closely with various teams, including service design, operations, and support, to monitor service performance, gather user feedback, and implement improvements. Their primary focus is to ensure that the service is reliable, meets quality standards, and aligns with the overall goals of the organization.

While other responsibilities mentioned, such as overseeing documentation, implementing IT policies, or meeting financial targets, are important within IT operations, they do not encapsulate the primary accountability of a Service Owner. The essence of the Service Owner's role lies in enhancing and maintaining the quality of the service offered, making accountability for service quality the most fitting choice.