What actions do IT Application owner have available?

[KarrieDash]

My team is trying to determine which role should be designated as an Business Application's IT Application owner. To make that decision, we want to know what actions are available when a person is named as an IT Application owner.

This is our current list of known actions available in ServiceNow:

• View all owned applications in "My Applications" menu
• Can receive scoring surveys
• Can register, update, & retire Business Applications
• Can certify data in business applications table; receive a data certification task
• Can receive/respond to GRC attestations and acknowledgements
• Can receive/respond to GRC risk questionnaires
• Can request an architecture review
• View GRC risks a business application is exposed to
• View a list of all records in their portfolio
• Receive notifications tasks when an audit has been ran

Are there other actions that IT owner can do?

[Shivalika · Accepted solution]

Hello @KarrieDash 

Here are some more - 

• He should also have access to review and approve all the changes related to that particular application. 
• Reviewing and co-ordinating all the CMDB updates of that application including data imports, updates, and integrity checks.

• Monitoring for service disruptions or performance issues.

• Reviewing and prioritizing enhancement requests.
• Collaborating with stakeholders to gather new requirements.
• Approving and maintaining catalog items related to the application.
• Managing request workflows to ensure smooth automation.
• Maintaining application-related knowledge base articles (KBs).
• Ensuring end-users and support teams have proper documentation.
• Tracking budget allocations for application-related costs.

Basically he should be able to review everything within that application and surrounding it. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[mkeeney]

You may want to first rationalize in context of the size of your company and the criticality of the applications to your company. We did a RACI with all the tasks/owners and then rationalized what made sense given the context of the size of our company and by order of business criticality of the applications. Depending on the size of your company and the number of users on the application, it may require you to distribute responsibilities as it may be greater work than one person can accomplish. We have Product Owners for every application, for instance, who manage stakeholder relationships, requirements, and priorities of the developers' backlog. We also have dedicated Support Groups who are responsible Incident, Change, and Problem Mgmt. of the applications. We have compliance specialists who are a shared across applications to help ITAOs maintain audit and regulatory posture. Because our company is highly regulated, the ITAO handles the create and retire tasks, and the majority of time is spent on audit posture tasks.  Your RACI may vary depending on your own context.

[Shivalika]

Hello @KarrieDash 

Please confirm if you checked my answer. Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for my efforts and also it can move from unsolved bucket to solved bucket. 

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeE