{"id":1028,"date":"2020-04-20T12:41:14","date_gmt":"2020-04-20T17:41:14","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1028"},"modified":"2025-05-20T09:08:14","modified_gmt":"2025-05-20T14:08:14","slug":"definitions-and-roles-for-service-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/definitions-and-roles-for-service-management\/","title":{"rendered":"Definitions and roles for service management"},"content":{"rendered":"    <section class=\"cc--component-container cc--hero-basic  hero-basic color-light-gray\">\n\n<div class=\"c--component c--hero-basic\">\n        \n<div class=\"outer-wrapper\">\n    <div class=\"inner-wrapper\">\n        <div class=\"text-container\">\n            <div class=\"text-wrapper\">\n\t\t\t\t<div class=\"f--field f--page-title \"><h1>Service Management<\/h1>\n\n<\/div><!-- f--field f--page-title -->\n\t\t\t\t<div class=\"f--field f--text \"><\/div><!-- f--field f--text -->\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<\/div><!-- c--component c--hero-basic -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--accordion red justify-left  accordion\" id='definitions-and-roles-for-service-management'>\n\n<div class=\"c--component c--accordion\">\n        <section class=\"wp-block section\">\n    <div class=\"inner-wrapper\">\n        <header class=\"section-header\">\n            <div class=\"f--field f--section-title \"><h2>\n            Definitions and roles for service management    <\/h2>\n<\/div><!-- f--field f--section-title -->\n<div class=\"f--field f--description \"><p>Below is a glossary of definitions and roles for service management. This list will continue to be updated.<\/p>\n<\/div><!-- f--field f--description -->\n        <\/header>\n                    <ul class=\"accordion-list accordion-title--left\">\n                \n                    <li class=\"accordion-list-item\" id=\"service-lifecycle\">\n                        <button type=\"button\" class=\"accordion-trigger \" id=\"heading-6ad4971918c88-0\" aria-controls=\"section-6ad4971918c88-0\" aria-expanded=\"false\" aria-disabled=\"false\">\n                            <h3>                        <i class=\"\"\" style=\"color: #CC0033\"><\/i>\n                        Service lifecycle<\/h3>\n                        <\/button>\n                        <div id=\"section-6ad4971918c88-0\" role=\"region\" aria-labelledby=\"heading-6ad4971918c88-0\" class=\"accordion-panel\">\n                            <p>Services have a defined lifecycle that involves five areas of activity. Each area represents a set of processes within the lifecycle where services are:<\/p>\n<ul>\n<li>Conceptualized in service strategy<\/li>\n<li>Defined and designed in service design<\/li>\n<li>Built, tested, and deployed in service transition<\/li>\n<li>Effectively and efficiently delivered in service operation<\/li>\n<li>Improved and enhanced in continual service improvement (CSI)<\/li>\n<li>Service hierarchy<\/li>\n<\/ul>\n\n                            <p><i  style=\"font-size: 0.9rem;\" class=\"fa-sharp-duotone fa-solid fa-link\"><\/i>\n                                <a  style=\"font-size: 0.9rem;\" class=\"copy-accordion-link\" href=\"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1028?panel=service-lifecycle\">Link\n                                    to this item <span><\/span><\/a><\/p>\n                        <\/div>\n\n                    <\/li>\n                \n                    <li class=\"accordion-list-item\" id=\"service-hierarchy\">\n                        <button type=\"button\" class=\"accordion-trigger \" id=\"heading-6ad4971918c88-1\" aria-controls=\"section-6ad4971918c88-1\" aria-expanded=\"false\" aria-disabled=\"false\">\n                            <h3>                        <i class=\"\"\" style=\"color: #CC0033\"><\/i>\n                        Service hierarchy<\/h3>\n                        <\/button>\n                        <div id=\"section-6ad4971918c88-1\" role=\"region\" aria-labelledby=\"heading-6ad4971918c88-1\" class=\"accordion-panel\">\n                            <p>The service hierarchy is the relationship between individual service offerings and a service area.<\/p>\n<ul>\n<li><strong>Service category<\/strong>\u00a0\u2013 A set of services that benefit from being managed together<\/li>\n<li><strong>Service<\/strong>\u00a0\u2013 A combination of people, processes, and technology that deliver something to the end user<\/li>\n<li><strong>Service offering<\/strong>\u00a0\u2013 A specific technology-focused activity, application, or product used to provide a service<\/li>\n<\/ul>\n\n                            <p><i  style=\"font-size: 0.9rem;\" class=\"fa-sharp-duotone fa-solid fa-link\"><\/i>\n                                <a  style=\"font-size: 0.9rem;\" class=\"copy-accordion-link\" href=\"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1028?panel=service-hierarchy\">Link\n                                    to this item <span><\/span><\/a><\/p>\n                        <\/div>\n\n                    <\/li>\n                \n                    <li class=\"accordion-list-item\" id=\"serivce-roles\">\n                        <button type=\"button\" class=\"accordion-trigger \" id=\"heading-6ad4971918c88-2\" aria-controls=\"section-6ad4971918c88-2\" aria-expanded=\"false\" aria-disabled=\"false\">\n                            <h3>                        <i class=\"\"\" style=\"color: #CC0033\"><\/i>\n                        Serivce roles<\/h3>\n                        <\/button>\n                        <div id=\"section-6ad4971918c88-2\" role=\"region\" aria-labelledby=\"heading-6ad4971918c88-2\" class=\"accordion-panel\">\n                            <p>Service roles define responsibilities, governance, and accountability for the activities around a particular service. Service roles within Rutgers Service Management (RSM) include service owner, service lead, and technical lead.<\/p>\n\n                            <p><i  style=\"font-size: 0.9rem;\" class=\"fa-sharp-duotone fa-solid fa-link\"><\/i>\n                                <a  style=\"font-size: 0.9rem;\" class=\"copy-accordion-link\" href=\"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1028?panel=serivce-roles\">Link\n                                    to this item <span><\/span><\/a><\/p>\n                        <\/div>\n\n                    <\/li>\n                \n                    <li class=\"accordion-list-item\" id=\"service-owner\">\n                        <button type=\"button\" class=\"accordion-trigger \" id=\"heading-6ad4971918c88-3\" aria-controls=\"section-6ad4971918c88-3\" aria-expanded=\"false\" aria-disabled=\"false\">\n                            <h3>                        <i class=\"\"\" style=\"color: #CC0033\"><\/i>\n                        Service owner<\/h3>\n                        <\/button>\n                        <div id=\"section-6ad4971918c88-3\" role=\"region\" aria-labelledby=\"heading-6ad4971918c88-3\" class=\"accordion-panel\">\n                            <p>The service owner is accountable for the strategy and success of a Service regardless of where the technology components live.<br \/>\nKey responsibilities include:<\/p>\n<ul>\n<li>Developing and reviewing the service with critical stakeholders<\/li>\n<li>Identifying and creating management and technical teams to build and run the service<\/li>\n<li>Determining the metrics by which the service will be measured<\/li>\n<li>Reviewing the service support model for effectiveness<\/li>\n<li>Negotiating and reviewing service level expectations<\/li>\n<\/ul>\n\n                            <p><i  style=\"font-size: 0.9rem;\" class=\"fa-sharp-duotone fa-solid fa-link\"><\/i>\n                                <a  style=\"font-size: 0.9rem;\" class=\"copy-accordion-link\" href=\"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1028?panel=service-owner\">Link\n                                    to this item <span><\/span><\/a><\/p>\n                        <\/div>\n\n                    <\/li>\n                \n                    <li class=\"accordion-list-item\" id=\"service-lead\">\n                        <button type=\"button\" class=\"accordion-trigger \" id=\"heading-6ad4971918c88-4\" aria-controls=\"section-6ad4971918c88-4\" aria-expanded=\"false\" aria-disabled=\"false\">\n                            <h3>                        <i class=\"\"\" style=\"color: #CC0033\"><\/i>\n                        Service lead<\/h3>\n                        <\/button>\n                        <div id=\"section-6ad4971918c88-4\" role=\"region\" aria-labelledby=\"heading-6ad4971918c88-4\" class=\"accordion-panel\">\n                            <p>Typically, there is one service lead per service. The service lead is responsible for completing the related service activities and provides input into other lifecycle phases for that particular service.<br \/>\nKey responsibilities include:<\/p>\n<ul>\n<li>Managing successful service request fulfillment<\/li>\n<li>Developing the service support model<\/li>\n<li>Coordinating efforts between support and technical teams<\/li>\n<li>Monitoring and reporting on service performance<\/li>\n<li>Ensuring that negotiated service levels are maintained<\/li>\n<li>Coordinating service transition activities<\/li>\n<\/ul>\n\n                            <p><i  style=\"font-size: 0.9rem;\" class=\"fa-sharp-duotone fa-solid fa-link\"><\/i>\n                                <a  style=\"font-size: 0.9rem;\" class=\"copy-accordion-link\" href=\"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1028?panel=service-lead\">Link\n                                    to this item <span><\/span><\/a><\/p>\n                        <\/div>\n\n                    <\/li>\n                \n                    <li class=\"accordion-list-item\" id=\"technical-lead\">\n                        <button type=\"button\" class=\"accordion-trigger \" id=\"heading-6ad4971918c88-5\" aria-controls=\"section-6ad4971918c88-5\" aria-expanded=\"false\" aria-disabled=\"false\">\n                            <h3>                        <i class=\"\"\" style=\"color: #CC0033\"><\/i>\n                        Technical lead<\/h3>\n                        <\/button>\n                        <div id=\"section-6ad4971918c88-5\" role=\"region\" aria-labelledby=\"heading-6ad4971918c88-5\" class=\"accordion-panel\">\n                            <p>Typically, there is one technical lead per service. The technical lead is responsible for the completion of day-to-day technical activities and signs off on any functional changes.<br \/>\nKey responsibilities include:<\/p>\n<ul>\n<li>Administrating or architecting the technology components that enable the service<\/li>\n<li>Acting as the technical escalation point for a service offering<\/li>\n<li>Coordinating efforts, incidents, or resolving technical problems<\/li>\n<li>Tracking the component items that make up the service offering<\/li>\n<li>Escalating issues to a vendor if required<\/li>\n<\/ul>\n\n                            <p><i  style=\"font-size: 0.9rem;\" class=\"fa-sharp-duotone fa-solid fa-link\"><\/i>\n                                <a  style=\"font-size: 0.9rem;\" class=\"copy-accordion-link\" href=\"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1028?panel=technical-lead\">Link\n                                    to this item <span><\/span><\/a><\/p>\n                        <\/div>\n\n                    <\/li>\n                            <\/ul>\n            <\/div>\n<\/section><\/div><!-- c--component c--accordion -->\n\n    <\/section><!-- cc--component-container cc--section -->\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":910,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"page-category":[],"class_list":["post-1028","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - 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