Gartner Research

Understanding the Role of Process Owners and Service Owners

Published: 17 July 2017

ID: G00324948

Analyst(s): Suzanne Adnams , Debra Curtis


As CIOs mature their group to a service-optimized IT organization, they need to separate responsibilities for service outcomes from process outputs. Each of these requires a distinct "owner" role to ensure both processes and services are defined, coordinated and executed consistently and reliably.

Table Of Contents
  • Key Challenges



  • Define Strategic, Business-Centric Services in a Service Portfolio
  • Distinguish the Separate Process and Service Domains Using a Process-to-Service Map
  • Document the Workflow Relationship Between the IT Processes Required to Deliver Each Service in a Process-to-Service Workflow
  • Establish Process Owner and Service Owner Roles to Clarify the Relationship and Responsibilities
    • The Process Owner Role
    • The Service Owner Role

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