Scenario task 3 - Identify responsible parties
In the past, Calbro Services has not done a very good job in assigning single points of contact for the various business services they offer. Although there was only a single business owner responsible for a business service, the lines of communication between the user community representatives, the service suppliers, and the business relationship manager where often confusing. Several cases of user community representatives working directly with third party suppliers has created problems and misunderstanding when it came to expectations and what could be delivered. Complaints from both business relationship managers and customers forced Calbro executives to take action and restructure the teams in alignment with ITIL best practices.
The service owner reports to the service manager, and now acts as the coordinator between all parties associated with a business services. Due to the geographic nature of Calbro's external facing business services, there are between three and four customer advocates representing different regions. These representatives feed requirements directly to the business relationship manager.
For Calbro's internal business services, the service owner and the business relationship manager are actually part of the IT department, unlike those that manage the customer facing business services. The service owner for the email service is an IT director and the business relationship manager, who is also within the IT department, is someone with a marketing background. Remember that these are roles and in some cases a single person might have more than one role within or across business service teams.
The following tables identify the responsible parties for each of the business services that are to be addressed in the first phase of the project. It is important to also have contact information for them, and for the individuals that can fill in for them when they are unavailable.
The following table shows the business services:
Business service contact information for a discount equity brokerage service
Business service | Names | Location | Contact information |
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Service owner | Stan Stockley | New York Headquarters | 1114 Eighth Ave. New York, NY 10036 Room 1.3210 212-880-6000 Ext. 6890 |
Business relationship manager | Bill Broker | New York Headquarters | 1114 Eighth Ave. New York, NY 10036 Room 1.3423 212-880-6000 Ext. 3454 |
Customer advocates |
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Service suppliers |
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The following table shows the business services:
Business service contact information for an online retail banking service
Business service | Names | Location | Contact information |
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Service owner | Sharron Bank | New York Headquarters | 1114 Eighth Ave. New York, NY 10036 Room 1.3210 212-880-6000 Ext. 6890 |
Business relationship manager | Sara Dime | Boston office | 350 Seventh Ave Boston, MA Room 1608 617-870-5000 Ext. 8738 |
Customer advocates |
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Service suppliers |
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The following table shows the business service contact information:
Business service contact information for an email service
Business service | Names | Location | Contact information |
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Service owner | Agnes Post | Calbro employees | 1114 Eighth Ave. New York, NY 10036 Room 1.3210 212-880-6000 Ext. 6890 |
Business relationship manager | Steve Spam | Boston office | 350 Seventh Ave Boston, MA Room 1637 617-870-5000 Ext. 8911 |
Customer advocates |
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Service suppliers |
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