5.0 - Deliver Services
PCF Category: 5.0
Total Elements: 67
Hierarchy Depth: Up to 4 levels
Overview
This category encompasses all processes related to deliver services within an enterprise.
Process Groups (Level 1)
| Hierarchy ID | Process Group | Sub-Elements |
|---|---|---|
| 5.0 | Deliver Services | 0 |
| 5.1 | Establish service delivery governance and strategies | 13 |
| 5.2 | Manage service delivery resources | 24 |
| 5.3 | Deliver service to customer | 26 |
Detailed Process Hierarchy
5.0 - Deliver Services
PCF ID: 20025
5.1 - Establish service delivery governance and strategies
PCF ID: 20026
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 5.1.1 | Establish service delivery governance | 20027 | N |
| 5.1.2 | Develop service delivery strategies | 20032 | N |
5.1.1 - Establish service delivery governance (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.1.1.1 | Set up and maintain service delivery governance and management system | 20028 |
| 5.1.1.2 | Manage service delivery performance | 20029 |
| 5.1.1.3 | Manage service delivery development and direction | 20030 |
| 5.1.1.4 | Solicit feedback from customer on service delivery satisfaction | 20031 |
5.1.2 - Develop service delivery strategies (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.1.2.1 | Define service delivery goals | 20033 |
| 5.1.2.2 | Define labor policies | 20034 |
| 5.1.2.3 | Evaluate resource availability | 20035 |
| 5.1.2.4 | Define service delivery network and supply constraints | 20036 |
| 5.1.2.5 | Define service delivery process | 20037 |
| 5.1.2.6 | Review and validate service delivery procedures | 20038 |
| 5.1.2.7 | Define service delivery workplace layout and infrastructure | 20039 |
5.2 - Manage service delivery resources
PCF ID: 20040
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 5.2.1 | Manage service delivery resource demand | 20041 | N |
| 5.2.2 | Create and manage resource plan | 20050 | N |
| 5.2.3 | Enable service delivery resources | 12127 | N |
5.2.1 - Manage service delivery resource demand (8 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.2.1.1 | Monitor pipeline | 20042 |
| 5.2.1.2 | Develop baseline forecasts | 20043 |
| 5.2.1.3 | Collaborate with customers | 20044 |
| 5.2.1.4 | Develop consensus forecast | 20045 |
| 5.2.1.5 | Determine availability of skills to deliver on current and forecast customer orders | 20046 |
| 5.2.1.6 | Monitor activity against forecast and revise forecast | 20047 |
| 5.2.1.7 | Evaluate and revise forecasting approach | 20048 |
| 5.2.1.8 | Measure forecast accuracy | 20049 |
5.2.2 - Create and manage resource plan (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.2.2.1 | Define and manage skills taxonomy | 20051 |
| 5.2.2.2 | Create resource plan | 20052 |
| 5.2.2.3 | Match resource demand with capacity, skills, and capabilities | 20053 |
| 5.2.2.4 | Collaborate with suppliers and partners to supplement skills and capabilities | 20054 |
| 5.2.2.5 | Identify critical resources and supplier capacity | 20055 |
| 5.2.2.6 | Monitor and manage resource capacity and availability | 20056 |
5.2.3 - Enable service delivery resources (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.2.3.1 | Develop service delivery training plan | 12128 |
| 5.2.3.2 | Develop training materials | 12129 |
| 5.2.3.3 | Manage training schedule | 12131 |
| 5.2.3.4 | Deliver operations training | 12132 |
| 5.2.3.5 | Deliver technical training | 12133 |
| 5.2.3.6 | Perform skill and capability testing | 20057 |
| 5.2.3.7 | Evaluate training effectiveness | 12135 |
5.3 - Deliver service to customer
PCF ID: 20058
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 5.3.1 | Initiate service delivery | 20059 | Y |
| 5.3.2 | Execute service delivery | 20069 | Y |
| 5.3.3 | Complete service delivery | 20077 | Y |
5.3.1 - Initiate service delivery (9 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.3.1.1 | Review contract and agreed terms | 20060 |
| 5.3.1.2 | Understand customer requirements and define refine approach | 20061 |
| 5.3.1.3 | Modify/revise and approve project plan | 20062 |
| 5.3.1.4 | Review customer business objectives | 20063 |
| 5.3.1.5 | Confirm environmental readiness | 20064 |
| 5.3.1.6 | Identify, select, and assign resources | 20065 |
| 5.3.1.6.1 | Establish people objectives | 20066 |
| 5.3.1.6.2 | Establish engagement rules | 20067 |
| 5.3.1.7 | Plan for service delivery | 20068 |
5.3.2 - Execute service delivery (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.3.2.1 | Analyze environment and customer needs | 20070 |
| 5.3.2.2 | Define solution | 20071 |
| 5.3.2.3 | Validate solution | 20072 |
| 5.3.2.4 | Identify changes | 20073 |
| 5.3.2.5 | Obtain approval to proceed | 20074 |
| 5.3.2.6 | Make build/buy solution | 20075 |
| 5.3.2.7 | Deploy solution | 20076 |
5.3.3 - Complete service delivery (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 5.3.3.1 | Conduct service delivery/project review and evaluate success | 20078 |
| 5.3.3.2 | Complete/finalize financial management activities | 20079 |
| 5.3.3.3 | Confirm delivery according to contract terms | 20080 |
| 5.3.3.4 | Release resources | 20081 |
| 5.3.3.5 | Manage service delivery completion | 20082 |
| 5.3.3.6 | Harvest knowledge | 20083 |
| 5.3.3.7 | Archive records and update systems | 20084 |
Change Summary (v7.2.1 vs v6.1.1)
Changes are indicated by:
+XXXXX- New element added (PCF ID)-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced in v7.2.1
Full Process List
Complete 67 elements
| Hierarchy ID | Name | PCF ID | Change |
|---|---|---|---|
| 5.0 | Deliver Services | 20025 | +20026, +20040, +20058, NEW |
| 5.1 | Establish service delivery governance and strategies | 20026 | +20027, +20032, NEW |
| 5.1.1 | Establish service delivery governance | 20027 | +20028, +20029, +20030, +20031, NEW |
| 5.1.1.1 | Set up and maintain service delivery governance and manageme... | 20028 | NEW |
| 5.1.1.2 | Manage service delivery performance | 20029 | NEW |
| 5.1.1.3 | Manage service delivery development and direction | 20030 | NEW |
| 5.1.1.4 | Solicit feedback from customer on service delivery satisfact... | 20031 | NEW |
| 5.1.2 | Develop service delivery strategies | 20032 | +20033, +20034, +20035, +20036, +20037, +20038, +20039, NEW |
| 5.1.2.1 | Define service delivery goals | 20033 | NEW |
| 5.1.2.2 | Define labor policies | 20034 | NEW |
| 5.1.2.3 | Evaluate resource availability | 20035 | NEW |
| 5.1.2.4 | Define service delivery network and supply constraints | 20036 | NEW |
| 5.1.2.5 | Define service delivery process | 20037 | NEW |
| 5.1.2.6 | Review and validate service delivery procedures | 20038 | NEW |
| 5.1.2.7 | Define service delivery workplace layout and infrastructure | 20039 | NEW |
| 5.2 | Manage service delivery resources | 20040 | +20041, +20050, +12127, NEW |
| 5.2.1 | Manage service delivery resource demand | 20041 | +20042, +20043, +20044, +20045, +20046, +20047, +20048, +20049, NEW |
| 5.2.1.1 | Monitor pipeline | 20042 | NEW |
| 5.2.1.2 | Develop baseline forecasts | 20043 | NEW |
| 5.2.1.3 | Collaborate with customers | 20044 | NEW |
| 5.2.1.4 | Develop consensus forecast | 20045 | NEW |
| 5.2.1.5 | Determine availability of skills to deliver on current and f... | 20046 | NEW |
| 5.2.1.6 | Monitor activity against forecast and revise forecast | 20047 | NEW |
| 5.2.1.7 | Evaluate and revise forecasting approach | 20048 | NEW |
| 5.2.1.8 | Measure forecast accuracy | 20049 | NEW |
| 5.2.2 | Create and manage resource plan | 20050 | +20051, +20052, +20053, +20054, +20055, +20056, NEW |
| 5.2.2.1 | Define and manage skills taxonomy | 20051 | NEW |
| 5.2.2.2 | Create resource plan | 20052 | NEW |
| 5.2.2.3 | Match resource demand with capacity, skills, and capabilitie... | 20053 | NEW |
| 5.2.2.4 | Collaborate with suppliers and partners to supplement skills... | 20054 | NEW |
| 5.2.2.5 | Identify critical resources and supplier capacity | 20055 | NEW |
| 5.2.2.6 | Monitor and manage resource capacity and availability | 20056 | NEW |
| 5.2.3 | Enable service delivery resources | 12127 | +12128, +12129, +12131, +12132, +12133, +20057, +12135, NEW |
| 5.2.3.1 | Develop service delivery training plan | 12128 | NEW |
| 5.2.3.2 | Develop training materials | 12129 | NEW |
| 5.2.3.3 | Manage training schedule | 12131 | NEW |
| 5.2.3.4 | Deliver operations training | 12132 | NEW |
| 5.2.3.5 | Deliver technical training | 12133 | NEW |
| 5.2.3.6 | Perform skill and capability testing | 20057 | NEW |
| 5.2.3.7 | Evaluate training effectiveness | 12135 | NEW |
| 5.3 | Deliver service to customer | 20058 | +20059, +20069, +20077, NEW |
| 5.3.1 | Initiate service delivery | 20059 | +20060, +20061, +20062, +20063, +20064, +20065, +20068, NEW |
| 5.3.1.1 | Review contract and agreed terms | 20060 | NEW |
| 5.3.1.2 | Understand customer requirements and define refine approach | 20061 | NEW |
| 5.3.1.3 | Modify/revise and approve project plan | 20062 | NEW |
| 5.3.1.4 | Review customer business objectives | 20063 | NEW |
| 5.3.1.5 | Confirm environmental readiness | 20064 | NEW |
| 5.3.1.6 | Identify, select, and assign resources | 20065 | +20066, +20067, NEW |
| 5.3.1.6.1 | Establish people objectives | 20066 | NEW |
| 5.3.1.6.2 | Establish engagement rules | 20067 | NEW |
| 5.3.1.7 | Plan for service delivery | 20068 | NEW |
| 5.3.2 | Execute service delivery | 20069 | +20070, +20071, +20072, +20073, +20074, +20075, +20076, NEW |
| 5.3.2.1 | Analyze environment and customer needs | 20070 | NEW |
| 5.3.2.2 | Define solution | 20071 | NEW |
| 5.3.2.3 | Validate solution | 20072 | NEW |
| 5.3.2.4 | Identify changes | 20073 | NEW |
| 5.3.2.5 | Obtain approval to proceed | 20074 | NEW |
| 5.3.2.6 | Make build/buy solution | 20075 | NEW |
| 5.3.2.7 | Deploy solution | 20076 | NEW |
| 5.3.3 | Complete service delivery | 20077 | +20078, +20079, +20080, +20081, +20082, +20083, +20084, NEW |
| 5.3.3.1 | Conduct service delivery/project review and evaluate success | 20078 | NEW |
| 5.3.3.2 | Complete/finalize financial management activities | 20079 | NEW |
| 5.3.3.3 | Confirm delivery according to contract terms | 20080 | NEW |
| 5.3.3.4 | Release resources | 20081 | NEW |
| 5.3.3.5 | Manage service delivery completion | 20082 | NEW |
| 5.3.3.6 | Harvest knowledge | 20083 | NEW |
| 5.3.3.7 | Archive records and update systems | 20084 | NEW |
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