The challenges of not having  services owners for the operations team

We lack a single point of contact for customers, which creates different, individual channels for contacting IT and can affect customer experience. It also isn't able to provide an overall, end-to-end vision of the service, resulting in a lack of understanding of the service by customers and an alignment to the customer's needs. This way, ownership is diffused among different people, creating possible breakdowns between service life cycle stages or among different stakeholders, and things may fall between different people or create duplicacy. It also creates a tendency toward finger-pointing due to a lack of single point of accountability, which ultimately leads to reactive ...

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