What is Service Delivery (SD) Process Area in CMMI-SVC and how it differs from Work Planning (WP)?

CMMI FAQ 0

5th September, 2013

Service Delivery (SD) is a Process Area at CMMI Maturity Level2 of CMMI-SVC under category Service Establishment and Delivery. Service Delivery (SD) helps in the management of the overall deliver services as per the agreed terms and conditions of the delivery.

Service Delivery Implementation Steps

Establish Service Agreements

First step in the Service Delivery is to establish Agreements or Contract with the Client. For this existing similar agreements are analysed with the available data for those services. Based on the analysis and mutual discussions terms and conditions for the agreements/contract are established and signed by both parties i.e. organization and the client.

Be prepared for Service Delivery

Once agreements are established, next step is to be prepared for the Service Delivery. It involves defining an approach for the Service Delivery including resources, processes required for service delivery, communication plan, types of requests that will be handled, services rosters, status reporting formats for internal and external reporting, roles and responsibilities including escalation mechanism, process for service requests submission, turnaround time for service requests. Service Delivery approach is documented, reviewed and agreed with relevant stakeholders.

After the Service Delivery preparation, we prepare for different service operations including resources availability and their readiness. These resources include tools, consumables, people, processes and procedures.  Resources availability and performance is tracked throughout the delivery and recorded in different logs and reports.

A Request Management System is also setup that receives and process services requests from the client (end users). Any requests can be tracked from their origin to the closure. Different roles are assigned with an escalation mechanism to work on different types of service requests.

Services Delivery

Final step is to deliver the agreed services. During this, service requests are received, analysed, reviewed, updated and escalated (as required). Operations support activities are performed, critical dependencies are managed.  Service Reports, logs, corrective and preventive records, customer satisfaction data, requests records  are maintained.

Service System is maintained using different kinds of maintenances like Corrective, Preventive, Adaptive and Perfective maintenances.

Difference between Work Planning and Service Delivery

The main difference between both is the involvement of the Service Agreement (Contract). Service Delivery involves contracting while Work Planning dies not consider contracting.

Service Delivery provides an overall approach for managing Service Deliveries while Work Planning mainly focuses on managing different works (projects).

What experts to setup Service Delivery in your organization

DQS India, a CMMI Authorised Partner, provides guidance for establishment of the efficient Service Delivery in your organization. We also provide guidance for establishing agreement and contract covering the organizational interest at every point and para. We can help you in establishing a Service Delivery Approach which will guide you throughout the Service Delivery.

Guidance and Consulting is delivered through highly qualified and experienced CMMI Authorised Trainer and CMMI Consultants.