About the ITIL Service Owner
There's a lot of rubbish on the Web about ITIL (not on this blog of course). Take Service Owner. Actually there's a lot of rubbish in ITIL about Service Owner, or rather a lot of ambiguity and not a little outright contradiction. So it's hard to blame other web authors. But really, look at this:
The Service Owner ...acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs).
...Often, the Service Owner will lead a team of technical specialists or an internal support unit. IT Process Maps (charge an eye-watering fee for their maps - you'd like to think they are accurate.)
...is responsible for all Service Level Management activities
...Assist with actions to negotiate, agree and maintain OLAs within ...IT support areas ITSM Community (never an authorative source of anything)
Service owners do not represent the provider side of Service delivery, but are more aligned to the customer / business side of delivery... they work with the Relationship mangers [sic] to “expose” the services to business customers and help them choose the right level of service they want Infosys blog
They can't all be right.
What's that? What's wrong with ITIL's Service Owner? Riddle me this:
Are the ST and CSI "Service Owner" roles the same thing? The books don't cross-reference each other. So you have two definitions ST 6.1.2 and CSI 6.1.4. They're different. Take your pick.
Are the ST and CSI "Service Owner" roles meant to be the same thing as SS Product Manager? I don't think so....
At what point does the Service owner own the service? Some websites would have you believe s/he owns the design of the service. ITIL SD ain't sayin'. ITIL ST talks all about roles in transitioning a service without mentioning where the Service Owner comes in. ITIL CSI only talks as if the service has always been there and the Service Owner takes charge. Except that ST uses the mysterious word "initiation":
Responsible to the customer for the initiation, transition (into production) and ongoing maintenance and support of a particular service
Why does SD Appendix G (Example Service Catalogue) use the term Service Manager rather than Service Owner?