Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  o strong service focus on customer and stakeholder satisfaction, and o proper implementation of the Service Design lifecycle phase.  The Service Owner reports on service matters to the Service Portfolio Manager. The Service Owner is by default the relevant Head of Unit but can be assigned to be  another person by the Director of the Information Systems Directorate.  Service Manager (SM)  The Service Manager is in charge of her service; that the  Service has the right content ,  it is properly documented, operates as it should, is continually improved and has strong  customer satisfaction focus. Service Manager is in charge of • the overall delivery and performance of the Service, • that strong Service focus on customer and stakeholder satisfaction is constantly  maintained,  • that service levels are defined and monitored,  • proper implementation of all service lifecycle phases (Design, Transition,  Operations, Continual Service Improvement),  • proactive management of the Service Design lifecycle phase, including  o finding means to collect data and collecting that data regarding user  satisfaction, usability, performance, stability etc. of the Service and  planning how to improve the Service in the areas that are not on sufficient  level,  o ensuring that the improvements requiring further product development will  be part of the upcoming product development work, whether it is  implemented via Projects or Maintenance work, o systematically using the customer feedback to ensure that the Service has  the right content, and o creating plans on improving the Service, (part of Programme Plans).  • that the Incident Management and Change Management are correctly and  efficiently performed for the Service,  • that the Service documentation (Service Definition Package) is correct and up-to- date, including the contents of the Service Catalogue page,  • that all the elements of the Service Definition Package are properly addressed and  agreed by all parties concerned,  • coordinating the work of the Service Team, i.e. the resources involved in the  service delivery, for example Change Managers, Service Experts and Service Desk  personnel, as necessary,  • active collaboration towards Product Management, Project Management, Change  Management, Maintenance Management, Release Management, Deployment  (including ADSMs and the iCAB Service Manager) and Service Desk,  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  63  of  92