5.3 - Deliver service to customer
PCF ID: 20058 | Elements: 27 | Metrics Available: N | Benchmarkable: 3
Definition
Rendering service to the customer by initiating, executing, and completing tasks associated with service delivery.
Overview
This process group covers deliver service to customer within the broader context of Deliver Services.
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 5.3.1 | Initiate service delivery | 20059 | 9 | Y |
| 5.3.2 | Execute service delivery | 20069 | 7 | Y |
| 5.3.3 | Complete service delivery | 20077 | 7 | Y |
5.3.1 - Initiate service delivery
PCF ID: 20059
Definition: Collaborating with the customer to understand service needs. Review, understand, and modify the delivery scope with the organization needs of the customer in mind. Confirm readiness and identify, select, and assign resources. Plan for service delivery.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.3.1.1 | Review contract and agreed terms | 20060 | 0 | N |
| 5.3.1.2 | Understand customer requirements and define refine approach | 20061 | 0 | N |
| 5.3.1.3 | Modify/revise and approve project plan | 20062 | 0 | N |
| 5.3.1.4 | Review customer business objectives | 20063 | 0 | N |
| 5.3.1.5 | Confirm environmental readiness | 20064 | 0 | N |
| 5.3.1.6 | Identify, select, and assign resources | 20065 | 2 | N |
| 5.3.1.7 | Plan for service delivery | 20068 | 0 | N |
5.3.1.1 - Review contract and agreed terms
Definition: Meeting with the customer, partner, and/or supplier to review the terms of the solutions contract and agree on the terms set forth.
5.3.1.2 - Understand customer requirements and define refine approach
Definition: Taking the customer requirements for a solution and applying those requirements to a refined approach for service.
5.3.1.3 - Modify/revise and approve project plan
Definition: Updating the project plan to align with the new solution approach agreed upon with the customer.
5.3.1.4 - Review customer business objectives
Definition: Aligning the customer business objectives with the agreed service delivery solution.
5.3.1.5 - Confirm environmental readiness
Definition: Confirming that the organization has the recourses necessary to meet the expectations for the solution for service delivery.
5.3.1.6 - Identify, select, and assign resources (2 tasks)
Definition: Identifying, selecting, and assigning resources required to deliver service to the customer. Ensure that all objectives are established and met, and the all rules of engagement have been identified and communicated.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 5.3.1.6.1 | Establish people objectives | 20066 | Providing the workforce with a plan of action and goals necessary to provide a s... |
| 5.3.1.6.2 | Establish engagement rules | 20067 | Establishing guidelines for how resources engage with the customer. For example,... |
5.3.1.7 - Plan for service delivery
Definition: Establishing a plan of action to successfully render a solution for service delivery.
5.3.2 - Execute service delivery
PCF ID: 20069
Definition: Carrying out service delivery to the customer by creating and deploying the necessary solution. Analyze need and create a solution. Validate the solution and make changes if needed. Obtain approval to build/buy solution and then deploy solution to customer.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.3.2.1 | Analyze environment and customer needs | 20070 | 0 | N |
| 5.3.2.2 | Define solution | 20071 | 0 | N |
| 5.3.2.3 | Validate solution | 20072 | 0 | N |
| 5.3.2.4 | Identify changes | 20073 | 0 | N |
| 5.3.2.5 | Obtain approval to proceed | 20074 | 0 | N |
| 5.3.2.6 | Make build/buy solution | 20075 | 0 | N |
| 5.3.2.7 | Deploy solution | 20076 | 0 | N |
5.3.2.1 - Analyze environment and customer needs
Definition: Understanding the needs of the customer and providing the necessary resources to meet those requirements within the scope of the organization.
5.3.2.2 - Define solution
Definition: Creating a plan of action to provide service delivery to the customer through a possible solution. This solution should be in response to a collaborative effort made by the organization and the customer to meet service delivery needs.
5.3.2.3 - Validate solution
Definition: Validating that the proposed solution is feasible and provides the needed services for the customer.
5.3.2.4 - Identify changes
Definition: Realizing issues within the original drafted solution and providing changes to correct those issues.
5.3.2.5 - Obtain approval to proceed
Definition: Gaining approval from all avenues to proceed with providing solutions for service delivery.
5.3.2.6 - Make build/buy solution
Definition: Constructing or purchasing solutions necessary to provide service delivery.
5.3.2.7 - Deploy solution
Definition: Providing the customer with promised services and solutions.
5.3.3 - Complete service delivery
PCF ID: 20077
Definition: Implementing final steps to complete service delivery to the customer. Evaluate success through project review, complete finance activities, and confirm delivery. Release resources and manage completion by harvesting knowledge and systems by archiving records.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 5.3.3.1 | Conduct service delivery/project review and evaluate success | 20078 | 0 | N |
| 5.3.3.2 | Complete/finalize financial management activities | 20079 | 0 | N |
| 5.3.3.3 | Confirm delivery according to contract terms | 20080 | 0 | N |
| 5.3.3.4 | Release resources | 20081 | 0 | N |
| 5.3.3.5 | Manage service delivery completion | 20082 | 0 | N |
| 5.3.3.6 | Harvest knowledge | 20083 | 0 | N |
| 5.3.3.7 | Archive records and update systems | 20084 | 0 | N |
5.3.3.1 - Conduct service delivery/project review and evaluate success
Definition: Reviewing the entire service delivery process to evaluate the success of the project from beginning to end.
5.3.3.2 - Complete/finalize financial management activities
Definition: Insuring all payments are received and all activates therein are completed.
5.3.3.3 - Confirm delivery according to contract terms
Definition: Confirming that the organization has satisfied all terms of the delivery contract set forth in collaboration between the organization and customer.
5.3.3.4 - Release resources
Definition: Discharging leveraged resources from service delivery commitments upon completion. Returning resources to the resource pool.
5.3.3.5 - Manage service delivery completion
Definition: Ensuring that all aspects of the service delivery process are completed both internally and externally.
5.3.3.6 - Harvest knowledge
Definition: Garnering feedback from all avenues to collect a knowledge base concerning services rendered.
5.3.3.7 - Archive records and update systems
Definition: Completing and archiving all records associated with requested services. Update all necessary systems to reflect those changes.
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 27 elements
| ID | Name | Definition |
|---|---|---|
| 5.3 | Deliver service to customer | Rendering service to the customer by initiating, executing, and completing tasks associated with ser... |
| 5.3.1 | Initiate service delivery | Collaborating with the customer to understand service needs. Review, understand, and modify the deli... |
| 5.3.1.1 | Review contract and agreed terms | Meeting with the customer, partner, and/or supplier to review the terms of the solutions contract an... |
| 5.3.1.2 | Understand customer requirements and def... | Taking the customer requirements for a solution and applying those requirements to a refined approac... |
| 5.3.1.3 | Modify/revise and approve project plan | Updating the project plan to align with the new solution approach agreed upon with the customer. |
| 5.3.1.4 | Review customer business objectives | Aligning the customer business objectives with the agreed service delivery solution. |
| 5.3.1.5 | Confirm environmental readiness | Confirming that the organization has the recourses necessary to meet the expectations for the soluti... |
| 5.3.1.6 | Identify, select, and assign resources | Identifying, selecting, and assigning resources required to deliver service to the customer. Ensure ... |
| 5.3.1.6.1 | Establish people objectives | Providing the workforce with a plan of action and goals necessary to provide a service. Make sure th... |
| 5.3.1.6.2 | Establish engagement rules | Establishing guidelines for how resources engage with the customer. For example, set rules of accoun... |
| 5.3.1.7 | Plan for service delivery | Establishing a plan of action to successfully render a solution for service delivery. |
| 5.3.2 | Execute service delivery | Carrying out service delivery to the customer by creating and deploying the necessary solution. Anal... |
| 5.3.2.1 | Analyze environment and customer needs | Understanding the needs of the customer and providing the necessary resources to meet those requirem... |
| 5.3.2.2 | Define solution | Creating a plan of action to provide service delivery to the customer through a possible solution. T... |
| 5.3.2.3 | Validate solution | Validating that the proposed solution is feasible and provides the needed services for the customer. |
| 5.3.2.4 | Identify changes | Realizing issues within the original drafted solution and providing changes to correct those issues. |
| 5.3.2.5 | Obtain approval to proceed | Gaining approval from all avenues to proceed with providing solutions for service delivery. |
| 5.3.2.6 | Make build/buy solution | Constructing or purchasing solutions necessary to provide service delivery. |
| 5.3.2.7 | Deploy solution | Providing the customer with promised services and solutions. |
| 5.3.3 | Complete service delivery | Implementing final steps to complete service delivery to the customer. Evaluate success through proj... |
| 5.3.3.1 | Conduct service delivery/project review ... | Reviewing the entire service delivery process to evaluate the success of the project from beginning ... |
| 5.3.3.2 | Complete/finalize financial management a... | Insuring all payments are received and all activates therein are completed. |
| 5.3.3.3 | Confirm delivery according to contract t... | Confirming that the organization has satisfied all terms of the delivery contract set forth in colla... |
| 5.3.3.4 | Release resources | Discharging leveraged resources from service delivery commitments upon completion. Returning resourc... |
| 5.3.3.5 | Manage service delivery completion | Ensuring that all aspects of the service delivery process are completed both internally and external... |
| 5.3.3.6 | Harvest knowledge | Garnering feedback from all avenues to collect a knowledge base concerning services rendered. |
| 5.3.3.7 | Archive records and update systems | Completing and archiving all records associated with requested services. Update all necessary system... |
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