5.2 - Manage service delivery resources
PCF ID: 20040 | Elements: 25 | Metrics Available: Y | Benchmarkable: 1
Definition
Understanding the demands on resources and creating a plan to enable the delivery of services via those resources.
Overview
This process group covers manage service delivery resources within the broader context of Deliver Services.
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 5.2.1 | Manage service delivery resource demand | 20041 | 8 | N |
| 5.2.2 | Create and manage resource plan | 20050 | 6 | N |
| 5.2.3 | Enable service delivery resources | 12127 | 7 | N |
5.2.1 - Manage service delivery resource demand
PCF ID: 20041
Definition: Ensuring necessary resources are maintained through monitoring pipeline, developing forecasts, and collaborating with customers. Determine skills needed for service deliver and forecast customer orders. Monitor forecasted orders and modify if where needed. Measure forecast accuracy.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.2.1.1 | Monitor pipeline | 20042 | 0 | N |
| 5.2.1.2 | Develop baseline forecasts | 20043 | 0 | N |
| 5.2.1.3 | Collaborate with customers | 20044 | 0 | N |
| 5.2.1.4 | Develop consensus forecast | 20045 | 0 | N |
| 5.2.1.5 | Determine availability of skills to deliver on current and forecast customer orders | 20046 | 0 | N |
| 5.2.1.6 | Monitor activity against forecast and revise forecast | 20047 | 0 | N |
| 5.2.1.7 | Evaluate and revise forecasting approach | 20048 | 0 | N |
| 5.2.1.8 | Measure forecast accuracy | 20049 | 0 | N |
5.2.1.1 - Monitor pipeline
Definition: Tracking potential opportunities as they move through the various stages of the pipeline.
5.2.1.2 - Develop baseline forecasts
Definition: Identifying the demand anticipated for the organization's services. Estimate future demand for services using historical data, analysis of the market environment, and external data.
5.2.1.3 - Collaborate with customers
Definition: Providing a collaborative meeting in which to engage the customer to understand the scope of their needs and constructing solutions based on need and constraints.
5.2.1.4 - Develop consensus forecast
Definition: Arriving at a consensus over the forecasted levels of demand for services by analyzing baseline forecasts and customer input.
5.2.1.5 - Determine availability of skills to deliver on current and forecast customer orders
Definition: Identifying what skillset is necessary for the delivery of opportunities. Determine the forecast of customer orders based upon those skillsets and the resources available.
5.2.1.6 - Monitor activity against forecast and revise forecast
Definition: Overseeing all activities necessary to deliver services to customer. Revise forecast to account for any issues that may arise. This could be changes in market trend, resource changes, etc.
5.2.1.7 - Evaluate and revise forecasting approach
Definition: Recognizing potential problems in the current forecast and making the necessary changes to align the forecast meet demand.
5.2.1.8 - Measure forecast accuracy
Definition: Analyzing forecasting against actuals to determine accuracy. Modify forecasting to align with actual need.
5.2.2 - Create and manage resource plan
PCF ID: 20050
Definition: Identifying the need for and creating a resource plan. Understand resource demand and align with capacity, skills, and capabilities. Enlist suppliers and partners to supplement needed skills and capabilities. Monitor and manage capabilities and skills with an eye on critical resources and supplier capacity.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.2.2.1 | Define and manage skills taxonomy | 20051 | 0 | N |
| 5.2.2.2 | Create resource plan | 20052 | 0 | N |
| 5.2.2.3 | Match resource demand with capacity, skills, and capabilities | 20053 | 0 | N |
| 5.2.2.4 | Collaborate with suppliers and partners to supplement skills and capabilities | 20054 | 0 | N |
| 5.2.2.5 | Identify critical resources and supplier capacity | 20055 | 0 | N |
| 5.2.2.6 | Monitor and manage resource capacity and availability | 20056 | 0 | N |
5.2.2.1 - Define and manage skills taxonomy
Definition: Analyzing the skills needed to perform services to be delivered. Classify and organize these skills requirements.
5.2.2.2 - Create resource plan
Definition: Creating a plan to ensure that all resources are available to carry out services required for the customer. This can include physical resources and personnel.
5.2.2.3 - Match resource demand with capacity, skills, and capabilities
Definition: Matching demand with skills and capability. Enlisting suppliers and partners to help with demand when needed.
5.2.2.4 - Collaborate with suppliers and partners to supplement skills and capabilities
Definition: Understanding organizational need to enlist suppliers to provide resources for gaps in skills and capabilities. Identify where additional skills are needed and collaborate with third parties to fill those demands.
5.2.2.5 - Identify critical resources and supplier capacity
Definition: Realizing critical resources required to perform and carry out customer needs. Engage with suppliers to fulfill those needs, if necessary. Identify supplier threshold for performing those needs.
5.2.2.6 - Monitor and manage resource capacity and availability
Definition: Directing and managing workforce needs. Ensure that resources are at full capacity. Monitor that all resources are able to skilled in their respective rolls. Make sure that necessary resources are available to provide the needed services.
5.2.3 - Enable service delivery resources
PCF ID: 12127
Definition: Instituting training to enable resources to provide service delivery to the customer. Develop a training plan. Create materials that provide for operation and technical training. Schedule, perform, and evaluate training.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.2.3.1 | Develop service delivery training plan | 12128 | 0 | N |
| 5.2.3.2 | Develop training materials | 12129 | 0 | N |
| 5.2.3.3 | Manage training schedule | 12131 | 0 | N |
| 5.2.3.4 | Deliver operations training | 12132 | 0 | N |
| 5.2.3.5 | Deliver technical training | 12133 | 0 | N |
| 5.2.3.6 | Perform skill and capability testing | 20057 | 0 | N |
| 5.2.3.7 | Evaluate training effectiveness | 12135 | 0 | N |
5.2.3.1 - Develop service delivery training plan
Definition: Creating a detailed summary of all the actions relevant to teaching a person a particular skill or type of behavior. Determine who will deliver the training. Determine when and where the apprentice or trainee needs to go to receive the structured component of the training.
5.2.3.2 - Develop training materials
Definition: Developing materials necessary to provide comprehensive training for the skills or behavior needed to deliver services. This can be any number for formats such as classroom or computer based training.
5.2.3.3 - Manage training schedule
Definition: Providing training to the employee within a manageable timeframe to meet the needs of both the individual and the organization.
5.2.3.4 - Deliver operations training
Definition: Educating service delivery personnel on all aspects of the operations process of the organization.
5.2.3.5 - Deliver technical training
Definition: Ensuring that all personnel are trained on all technical aspects of service delivery.
5.2.3.6 - Perform skill and capability testing
Definition: Verifying that training provided to the person was successful through the administration testing and the application of skills for practical use.
5.2.3.7 - Evaluate training effectiveness
Definition: Eliciting feedback from various sources to evaluate the training provided. This can be achieved through testing and the practical application of skills. Additionally, manager or student feedback can be garnered to evaluate training effectiveness.
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 25 elements
| ID | Name | Definition |
|---|---|---|
| 5.2 | Manage service delivery resources | Understanding the demands on resources and creating a plan to enable the delivery of services via th... |
| 5.2.1 | Manage service delivery resource demand | Ensuring necessary resources are maintained through monitoring pipeline, developing forecasts, and c... |
| 5.2.1.1 | Monitor pipeline | Tracking potential opportunities as they move through the various stages of the pipeline. |
| 5.2.1.2 | Develop baseline forecasts | Identifying the demand anticipated for the organization's services. Estimate future demand for servi... |
| 5.2.1.3 | Collaborate with customers | Providing a collaborative meeting in which to engage the customer to understand the scope of their n... |
| 5.2.1.4 | Develop consensus forecast | Arriving at a consensus over the forecasted levels of demand for services by analyzing baseline fore... |
| 5.2.1.5 | Determine availability of skills to deli... | Identifying what skillset is necessary for the delivery of opportunities. Determine the forecast of ... |
| 5.2.1.6 | Monitor activity against forecast and re... | Overseeing all activities necessary to deliver services to customer. Revise forecast to account for ... |
| 5.2.1.7 | Evaluate and revise forecasting approach | Recognizing potential problems in the current forecast and making the necessary changes to align the... |
| 5.2.1.8 | Measure forecast accuracy | Analyzing forecasting against actuals to determine accuracy. Modify forecasting to align with actual... |
| 5.2.2 | Create and manage resource plan | Identifying the need for and creating a resource plan. Understand resource demand and align with cap... |
| 5.2.2.1 | Define and manage skills taxonomy | Analyzing the skills needed to perform services to be delivered. Classify and organize these skills ... |
| 5.2.2.2 | Create resource plan | Creating a plan to ensure that all resources are available to carry out services required for the cu... |
| 5.2.2.3 | Match resource demand with capacity, ski... | Matching demand with skills and capability. Enlisting suppliers and partners to help with demand whe... |
| 5.2.2.4 | Collaborate with suppliers and partners ... | Understanding organizational need to enlist suppliers to provide resources for gaps in skills and ca... |
| 5.2.2.5 | Identify critical resources and supplier... | Realizing critical resources required to perform and carry out customer needs. Engage with suppliers... |
| 5.2.2.6 | Monitor and manage resource capacity and... | Directing and managing workforce needs. Ensure that resources are at full capacity. Monitor that all... |
| 5.2.3 | Enable service delivery resources | Instituting training to enable resources to provide service delivery to the customer. Develop a trai... |
| 5.2.3.1 | Develop service delivery training plan | Creating a detailed summary of all the actions relevant to teaching a person a particular skill or t... |
| 5.2.3.2 | Develop training materials | Developing materials necessary to provide comprehensive training for the skills or behavior needed t... |
| 5.2.3.3 | Manage training schedule | Providing training to the employee within a manageable timeframe to meet the needs of both the indiv... |
| 5.2.3.4 | Deliver operations training | Educating service delivery personnel on all aspects of the operations process of the organization. |
| 5.2.3.5 | Deliver technical training | Ensuring that all personnel are trained on all technical aspects of service delivery. |
| 5.2.3.6 | Perform skill and capability testing | Verifying that training provided to the person was successful through the administration testing and... |
| 5.2.3.7 | Evaluate training effectiveness | Eliciting feedback from various sources to evaluate the training provided. This can be achieved thro... |
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