Service Management Best Practices

Overview

Some services and tools in the enterprise portfolio span organizational boundaries by nature. They serve customers from multiple departments, depend on contributions from multiple teams, and require governance standards that no single department can enforce across the others. When enterprise-spanning assets are owned by departmental functions, the owner’s scope of authority does not match the scope of the asset’s reach. The result is governance that works within the owner’s domain and breaks down outside it.

Best Practice

Assign ownership of enterprise-spanning services and tools to a function with enterprise-wide scope and cross-organizational authority. Enterprise Architecture is the recommended owner for services and tools that require enterprise-wide governance — including the Service Catalog itself. EA’s mandate is explicitly cross-organizational, its authority extends across business and technology domains, and it is already accountable for enterprise-wide standards and governance frameworks that enterprise-spanning services depend on.

The boundary of EA’s ownership is governance of the enterprise asset — its standards, structure, and integrity. Individual departments remain accountable for their specific service contributions within the governed framework. EA does not own the individual services; it owns the enterprise-spanning framework within which those services are managed.

Benefit(s)

Enterprise-scoped ownership of enterprise-spanning assets ensures that governance authority matches governance scope. Standards are enforced consistently across all contributing departments because the owner has authority across all contributing departments. The service landscape maintains coherence even as individual departments evolve and change. Leadership can rely on enterprise assets being governed to enterprise standards rather than to the standards of whichever department happens to own them.