The objective is to embed and therefore secure the responsibilities for implementing the service management system within the service provider’s senior management level.

To enable these obligations to be met the responsibility for the service management system must be delegated to a member of the Management Board is responsible for implementation and has sufficient expertise for this task. Ideally this person will receive support from a management group that will help in the decision-making process. The defined service manager is therefore also the owner of the entire service management system.