Document code:  PRO-0027.06  Security level:  Internal  Effective date:  15/01/2019  ICT Governance  The IT Programme Plans contain mainly work related to the Projects and Services under  the Programme, but it can also contain cross- cutting work in the Programme’s domain. Horizontal IT work and work not yet allocated to IT Programmes is organised and planned  at the same time than the yearly Programme Plans. The Programme Plans will contain the proposed work, the category of the proposed work  (project, maintenance, service change or cross-cutting work), the required staff and  funds. Staff and funds are the total amount required for the execution of a Programme Plan. The  Programme is free to decide on the exact allocation of both to the work items under the  Programme. Exceptions are triggered only if the total amount of resources or funds is not  sufficient for the implementation of the Programme Plan.  The planning of the Service related work is performed according to the Service Design  process described below. The focus of  Service Design  is on producing Services that deliver maximal value for the  customers and stakeholders both in content and in quality, that the Services have a good  cost-benefit ratio and that the processes and working methods for producing high quality  work are in place. Each Service has a  Service Owner  and a  Service Manager . The Service Owner is by  default the Unit Head of the Programme. In unclear cases, the Director of Information  Systems will appoint the Service Owner. Regarding Service Manager, the Programme Manager proposes an organisation for his  Programme, including the appointment of the Service related roles. The closest  hierarchical superior (HoU / Director) approves this organisation. The Service Owner is accountable for all aspects of the Service.  The Service Manager is in charge of driving the Service Design work. This Service Design  work happens in partnership and close co-operation between Business directorates and  units, IT Programmes and IT Horizontal Functions. The key focus of the Service Manager is on customer and stakeholder satisfaction. The  Service Manager is supported by a Service Team composed of various roles depending on  the nature and scope of the service. The Service Manager is in charge of arranging the sharing of feedback received from a  variety of sources by different parties, for example the Service Manager, the Programme  Manager, the relevant Product Managers, Key Business Users, Change Managers, Service  Experts and IT Horizontal Functions. This feedback is one of the most important inputs for  Service Design. For Services that are not part of any Programme, for example horizontal Services, the  Programme Board role is performed by the Service Owner.  The following diagram illustrates the Service Design process.  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  26  of  92 3.4.1. Service Design 