Veer MohiteService Delivery Lead PMP Certified| IBMJersey City, Nj, United States
In today's IT Project / Program world, there are many projects which require on going maintenance, once the initial project is completed.
Maintenance of such projects / programs is considered a 'Service' to be delivered and requires a different flavor of management.
Right or wrong, managers assigned to such maintenance projects do not fall under the same mould as Project Managers. They are called Service Delivery Managers. They have deliverables bound to customer requirements and work with similar constraints, as applicable for any Project defined under PM fundamentals. But there is still a visible gap between Service Delivery and Project Management.
This thread is to discuss What Service Delivery Management is, based on your understanding and experience.
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Veer MohiteService Delivery Lead PMP Certified| IBMJersey City, Nj, United States
Gantthead members, please share your Service Delivery experiences on this GIG.
Your good days, bad days and days when you felt Service Delivery is different from Project Management or on the contrary, same as PM?? Saving Changes...
The project has delivered and Service Management will go live as business as usual. At best there should be a smoother transition of projects from the development to live enrironment by aligning the two structured frameworks of ITIL and other frameworks such as PRINCE2. I see it as the handover with Service Delivery Management taking ownership.
Service Delivery Management is a continuous cycle, that is: Continual Service improvement that is derived from Service Strategy. Many service improvement initiatives end up being managed as projects and therefore the two frameworks are somehow connected in delivering and improving services provided to customers.
The main function of Service Delivery Management is ongoing, it works closely with the business the customer to ensure that the services provided are business aligned and meet the requirements of the business in terms of quality, cost, effectiveness, suitability and realiability - projects do this too. There is also the ownership of Service Management of Service Agreements [SLA's] and these can also be defined\determined during project lifecycle, Senior Stakeholder Management with regards to Services provided with frequent meetings for further improvements to be made as the business requirements change and evolve.
Project Management and Service Delivery Management complement each other the two frameworks have similarities both aim continual service improvement by aligning and realigning services to changing business needs..
The difference is Projects forms a temporary organisation once dellivered there is project closure and a handover to Service Delivery Management.
