Service Delivery

This area is focused on building and the ongoing delivery of service. It’s where the rubber hits the road – execution. This is where service plans are put into action and, often, the customer expectations are set and managed.

Customer Centricity will help you to maximize the performance of your service delivery capabilities and ensure that proper customer expectations are set and fulfilled on an ongoing basis.

Account Management

• Relationship Management - Managing a customer / service provider relationship through an ongoing and shared understanding of business challenges and opportunities (requirements), from client decision maker(s) and how the service provider's capabilities can be leveraged to address these.  Involves methodically conducting periodic account reviews where customer and service provider each cover:  1) past performance compared to objectives, 2) risks and opportunities, and 3) future developments, new opportunities, forecasts, issues
• Service Level Management - Defining, monitoring and controlling service level agreements and their underlying service quality.  It is an agreement between the service provider and the customer, whereby the services to be delivered are determined end-to-end. Includes both qualitative and quantitative control of services delivered to the customer of the service provider that can be measured in practical application.  Considers support or maintenance agreements with third-party providers.

Development

• Service Design - Designing the service(s) for the client at the level of agreed upon performance standards
• Service Build & Test - Building, testing and implementing the services that address the client needs in such a way that the client confirms the levels of standards will be met “before” the transition to “production”.

Implementation

• Data Center Operations - Effectively managing the restricted access area containing automated systems that is the central data processing facility and/or the group of people who manage the companies' data processing and networks. Includes a centralized repository for the storage, management, and dissemination of data and information organized around a particular area or body of knowledge.
• Network Operations Center - Effectively managing the restricted access area containing automated systems that constantly monitor server activity, Web traffic, and network performance and report even slight irregularities to engineers so that they can spot potential problems before they happen and respond accordingly.
• Implementation - Effectively managing the process by which a requested (ordered) service is designed, implemented, produced and tracked (providing the subcomponent parts) to provide a complete solution to the customer.
• Vendor Management - Ensuring that a company is getting the most value from its service providers through proactive management of the relationship against predefined performance levels and forecast.