A service offering manager (SOM) is responsible for the day to day operation of a service offering and represents the offering to customers and to other service offering managers. A single person may manage more than one service offering within the same service or other related services.

Duties of the SOM include:

• Act as a subject matter expert for the service offering.
• Update the service offering record in ServiceNow to reflect changes to the offering.
• Ensure that infrastructure components—a.k.a. Configuration Items (CIs)—are accurately represented in the Configuration Management Database (CMDB).
• Ensure that change requests are submitted as required for CIs managed by the service offering team according to the OIT Change Management process.
• Monitor the support/assignment group related to the service offering and ensure tickets are addressed in a timely manner.
• Ensure that problem resolution and root cause analysis are performed for any issues related service delivery.
• Ensure that supporting processes and procedures are documented.
• Track performance metrics to ensure that SLAs are being met.
• Ensure that accessibility and security compliance requirements are met.

Related articles:

See "Creating a service offering" for information on how to request that a new service offering be created.

See "Retiring a service offering" for information about moving a service offering from the Operational status to Retired.

See "The service offering lifecycle" for an overview of the service offering lifecycle, from the Pipeline phase through Retired.