Business ResponsibilitiesEffective IT Service Management

What is the role of the Application Business Owner?

The role of a business owner should include the following responsibilities:

1. Define the expected business outcomes that are supported by the application

2. Identify the criticality of selected application functions and the expected service level goals for application operations and support

3. Identify the priority of IT support and project requests that impact the system

4. Represent the application in business strategy discussions and ensure there is a short-term and long-term strategy for the application

5. Describe and clarify business processes and terminology to help the IT organization understand the business benefits of the application.

6. Review and approve the proposed functional recommendations from IT development teams. Note: The business owner should not have to define how the application functions. This is an unreasonable IT expectation.

7. Ensure that IT is providing the appropriate level of status and explanation.

8. Control and prioritize all of the business requests that are submitted to IT to ensure that limited IT resources are spending their time on high-value requests instead of low-priority LIFO (Loudest-In-First-Out) requests.

Challenge: IT communicates using technical terminology and frequently demands an unreasonable level of technical requirements. The business communicates using business terminology without providing an orientation or explanation to the business processes. The Application Business Owner is in an ideal position to coordinate communications.

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