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LA LIG | Great News, I’m Now a Service Owner, Now What Do I Do?
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This workshop will help service owners gain an understanding of the role and responsibilities of a service owner. • Discuss what a service/process is and the value it provides to the organization • Provide the roles and responsibilities of a service/process owner and ensure a full understanding • Discuss the key aspects of the roles and responsibilities and the application in the day-to-day responsibilities • Manage the culture change of moving from silo'd model to a service focused delivery

11/15/2017
When: 11/15/2017
11:30 am - 1pm
Where: First American Financial
2 First American Way
Santa Ana, California  92707
United States
Presenter: Dave Howard
Contact: Mark Galligan
714-250-7993


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Great News, I’m Now a Service Owner, Now What Do I Do?

This workshop will help service owners gain an understanding of the role and responsibilities of a service owner. This session will be delivered in a workshop format. The session will include.

Discuss what a service/process is and the value it provides to the organization
Provide the roles and responsibilities of a service/process owner and ensure a full understanding
Discuss the key aspects of the roles and responsibilities and the application in the day-to-day responsibilities
Managing the culture change of moving from siloed delivery model to a service focused delivery method

The session will include:

o Understanding the roles and responsibilities of a service owner
o Why they are important, how do they relate to each other and value of the roles
o Reviewing the service profile and understanding the service attributes. How to use them for creating the delivery strategy for the service 
o Creating and improving the service, documentation methods
o Communicating the service to your customers 
o Creating Critical Service Factors and Key Performance Indicators for the service. Ensuring value of the measures and ensuring they relate to the established strategy
o Continual Service Improvement concepts and using them to improve the service
o Tools used by the service owner
o Managing culture change for day-to-day contacts; customers, peers and delivery team
o Taking it back to the workplace, what’s next

The session method to be used:

Presentation based with interactive discussion
Utilize discussion groups
Utilize hands on exercises
Ensuring understanding evaluation

Session objectives:

Participants will demonstrate a basic knowledge of the roles and responsibilities of a service owner
Participants will demonstrate a basic knowledge of service and process documentation 
Participants will demonstrate a basic knowledge of how to create value added measures for a service

 

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