{"id":2317,"date":"2025-03-25T11:01:28","date_gmt":"2025-03-25T16:01:28","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=2317"},"modified":"2026-01-30T15:00:46","modified_gmt":"2026-01-30T20:00:46","slug":"definitions-and-roles-for-service-management-2","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/definitions-and-roles-for-service-management-2\/","title":{"rendered":"Definitions and roles for service management"},"content":{"rendered":"
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Definitions and roles for service management<\/h1>\n\n<\/div>\n\t\t\t\t
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We are pleased to provide a glossary of definitions and roles for service management. This list is not comprehensive and will continue to grow.<\/p>\n

Service lifecycle<\/strong><\/h2>\n

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

    \n
  • Conceptualized in Service Strategy<\/li>\n
  • Defined and designed in Service Design<\/li>\n
  • Built, tested, and deployed in Service Transition<\/li>\n
  • Effectively and efficiently delivered in Service Operation<\/li>\n
  • Improved and enhanced in Continual Service Improvement (CSI)<\/li>\n
  • Service Hierarchy<\/li>\n<\/ul>\n

    Service hierarchy<\/strong><\/h2>\n

    The Service Hierarchy is the relationship between individual service offerings and a service area.<\/p>\n

      \n
    • Service category<\/strong>\u00a0\u2013 A set of services that benefit from being managed together<\/li>\n
    • Service<\/strong>\u00a0\u2013 A combination of people, processes, and technology that deliver something to the end user<\/li>\n
    • Service offering<\/strong>\u00a0\u2013 A specific technology-focused activity, application, or product used to provide a service<\/li>\n<\/ul>\n

      Service roles<\/strong><\/h2>\n

      Service roles define responsibilities, governance, and accountability for the activities around a particular service.<\/p>\n

      Service roles within Rutgers Service Management (RSM) include Service Owner, Service Lead, and Technical Lead.<\/p>\n

      Service owner<\/strong><\/h2>\n

      The Service Owner is accountable for the strategy and success of a Service regardless of where the technology components live.<\/p>\n

      Key responsibilities include:<\/p>\n

        \n
      • Developing and reviewing the service with critical stakeholders<\/li>\n
      • Identifying and creating management and technical teams to build and run the service<\/li>\n
      • Determining the metrics by which the service will be measured<\/li>\n
      • Reviewing the service support model for effectiveness<\/li>\n
      • Negotiating and reviewing service level expectations<\/li>\n<\/ul>\n

        Service lead<\/strong><\/h2>\n

        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.<\/p>\n

        Key responsibilities include:<\/p>\n

          \n
        • Managing successful service request fulfillment<\/li>\n
        • Developing the service support model<\/li>\n
        • Coordinating efforts between support and technical teams<\/li>\n
        • Monitoring and reporting on service performance<\/li>\n
        • Ensuring that negotiated service levels are maintained<\/li>\n
        • Coordinating service transition activities<\/li>\n<\/ul>\n

          Technical lead<\/strong><\/h2>\n

          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.<\/p>\n

          Key responsibilities include:<\/p>\n

            \n
          • Administrating or architecting the technology components that enable the service<\/li>\n
          • Acting as the technical escalation point for a service offering<\/li>\n
          • Coordinating efforts, incidents, or resolving technical problems<\/li>\n
          • Tracking the component items that make up the service offering<\/li>\n
          • Escalating issues to a vendor if required<\/li>\n<\/ul>\n<\/div>\n\n <\/div>\n\n <\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":13915,"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-2317","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nDefinitions and roles for service management - Service Management<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/it.rutgers.edu\/service-management\/definitions-and-roles-for-service-management-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Definitions and roles for service management - Service Management\" \/>\n<meta property=\"og:url\" content=\"https:\/\/it.rutgers.edu\/service-management\/definitions-and-roles-for-service-management-2\/\" \/>\n<meta property=\"og:site_name\" content=\"Service Management\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-30T20:00:46+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/it.rutgers.edu\\\/service-management\\\/definitions-and-roles-for-service-management-2\\\/\",\"url\":\"https:\\\/\\\/it.rutgers.edu\\\/service-management\\\/definitions-and-roles-for-service-management-2\\\/\",\"name\":\"Definitions and roles for service management - 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