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5.0 Deliver Service (20025)

5.1 Establish service delivery governance and strategies (20026)​

5.1.1 Establish service delivery governance (20027)​

  • 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 (20032)​

  • 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 (20040)​

5.2.1 Manage service delivery resource demand (20041)​

  • 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 (20050)​

  • 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 (12127)​

  • 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 (20058)​

5.3.1 Initiate service delivery (20059)​

  • 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 (20069)​

  • 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 (20077)​

  • 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)

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