5.1 - Establish service delivery governance and strategies
PCF ID: 20026 | Elements: 14 | Metrics Available: Y | Benchmarkable: 1
Definition
Creating rules and regulations for service delivery to the customer. Establish a system to manage performance, delivery, and direction of service delivery. Engage with the customer for satisfaction feedback. Define goals, policies, processes, and workplace layout and infrastructure as a part of the service delivery strategy.
Overview
This process group covers establish service delivery governance and strategies within the broader context of Deliver Services.
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 5.1.1 | Establish service delivery governance | 20027 | 4 | N |
| 5.1.2 | Develop service delivery strategies | 20032 | 7 | N |
5.1.1 - Establish service delivery governance
PCF ID: 20027
Definition: Establishing service delivery governance through a system that manages performance, development, and direction. Allow for customer feedback on delivery satisfaction.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.1.1.1 | Set up and maintain service delivery governance and management system | 20028 | 0 | N |
| 5.1.1.2 | Manage service delivery performance | 20029 | 0 | N |
| 5.1.1.3 | Manage service delivery development and direction | 20030 | 0 | N |
| 5.1.1.4 | Solicit feedback from customer on service delivery satisfaction | 20031 | 0 | N |
5.1.1.1 - Set up and maintain service delivery governance and management system
Definition: Providing a system for which to manage customer needs and a structure for which to facilitate service delivery to fulfill those needs.
5.1.1.2 - Manage service delivery performance
Definition: Conducting and implementing performance measures to ensure successful delivery of service to the customer.
5.1.1.3 - Manage service delivery development and direction
Definition: Providing guidance of resources to ensure that the development and direction of service delivery is in line with customer needs.
5.1.1.4 - Solicit feedback from customer on service delivery satisfaction
Definition: Engaging the customer post delivery to gauge the effectiveness of services rendered in order to improve on key delivery functions going forward.
5.1.2 - Develop service delivery strategies
PCF ID: 20032
Definition: Constructing strategies that identify goals, policies, processes, and procedures in relation to service delivery. Review and validate strategies. Define the workplace layout and infrastructure.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.1.2.1 | Define service delivery goals | 20033 | 0 | N |
| 5.1.2.2 | Define labor policies | 20034 | 0 | N |
| 5.1.2.3 | Evaluate resource availability | 20035 | 0 | N |
| 5.1.2.4 | Define service delivery network and supply constraints | 20036 | 0 | N |
| 5.1.2.5 | Define service delivery process | 20037 | 0 | N |
| 5.1.2.6 | Review and validate service delivery procedures | 20038 | 0 | N |
| 5.1.2.7 | Define service delivery workplace layout and infrastructure | 20039 | 0 | N |
5.1.2.1 - Define service delivery goals
Definition: Aligning organization practices to meet the needs of the customer by creating service delivery goals.
5.1.2.2 - Define labor policies
Definition: Outlining labor policies for resources and ensuring that those policies meet the needs of the organization, the customer, and government regulations.
5.1.2.3 - Evaluate resource availability
Definition: Understanding the needs of the customer and providing the necessary resources to meet those requirements.
5.1.2.4 - Define service delivery network and supply constraints
Definition: Identifying and understanding the limitations imposed upon service delivery network and supply.
5.1.2.5 - Define service delivery process
Definition: Defanging policies and procedures that focus on meeting the needs and expectations of the customer within the working parameters of the organization.
5.1.2.6 - Review and validate service delivery procedures
Definition: Revisioning service delivery procedures that fall short of performance parameters. Realign procedures with specified expectations in order to provide successful service delivery.
5.1.2.7 - Define service delivery workplace layout and infrastructure
Definition: Creating a workplace that best serves the needs of the organization and customer through strategic layout and infrastructure.
Change Summary (v7.2.1 vs v6.1.1)
Changes indicated by:
+XXXXX- New element added-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced
Complete Element List with Definitions
All 14 elements
| ID | Name | Definition |
|---|---|---|
| 5.1 | Establish service delivery governance and strategies | Creating rules and regulations for service delivery to the customer. Establish a system to manage pe... |
| 5.1.1 | Establish service delivery governance | Establishing service delivery governance through a system that manages performance, development, and... |
| 5.1.1.1 | Set up and maintain service delivery gov... | Providing a system for which to manage customer needs and a structure for which to facilitate servic... |
| 5.1.1.2 | Manage service delivery performance | Conducting and implementing performance measures to ensure successful delivery of service to the cus... |
| 5.1.1.3 | Manage service delivery development and ... | Providing guidance of resources to ensure that the development and direction of service delivery is ... |
| 5.1.1.4 | Solicit feedback from customer on servic... | Engaging the customer post delivery to gauge the effectiveness of services rendered in order to impr... |
| 5.1.2 | Develop service delivery strategies | Constructing strategies that identify goals, policies, processes, and procedures in relation to serv... |
| 5.1.2.1 | Define service delivery goals | Aligning organization practices to meet the needs of the customer by creating service delivery goals... |
| 5.1.2.2 | Define labor policies | Outlining labor policies for resources and ensuring that those policies meet the needs of the organi... |
| 5.1.2.3 | Evaluate resource availability | Understanding the needs of the customer and providing the necessary resources to meet those requirem... |
| 5.1.2.4 | Define service delivery network and supp... | Identifying and understanding the limitations imposed upon service delivery network and supply. |
| 5.1.2.5 | Define service delivery process | Defanging policies and procedures that focus on meeting the needs and expectations of the customer w... |
| 5.1.2.6 | Review and validate service delivery pro... | Revisioning service delivery procedures that fall short of performance parameters. Realign procedure... |
| 5.1.2.7 | Define service delivery workplace layout... | Creating a workplace that best serves the needs of the organization and customer through strategic l... |
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