Service delivery and Project management
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This presentation outlines the distinctions and synergies between service delivery (SD) and project management (PM), emphasizing that SD begins after a project concludes and continues throughout its lifecycle. It highlights the importance of synchronization between SD and PM to ensure organizational stability and the successful transition from project initiation to service implementation. Furthermore, it stresses the necessity for clear definitions of roles and responsibilities to avoid disruptions in the enterprise ecosystem.
Service delivery and Project management
- 1. Customer Service Delivery Management Service Delivery and Project Management Masaf Dawood Practices Overview Insights Execution
- 2. Overview – What are we covering….. The purpose of this presentation is to highlight the differences and synergies between Service Delivery (SD) and Project Management (PM). Often times there is some confusion due to overlapping nature of the function and interchangeability of duties Service Delivery = SD Project Management = PM
- 3. Service Delivery and Project Management…..? Is SD = PM…? If Yes Why do we need SD and PM …? If No Why do we care….? Service Delivery = SD Project Management = PM
- 4. Service Delivery Differentiator SD starts when a project ends!!!! and continues till end of life. Service Delivery = SD Project Management = PM
- 5. Project Definition A project has well defined start and stop dates with intermediate milestones!!!! Service Delivery = SD Project Management = PM
- 6. Relevant Example Building a Data Center is a Project Management function/role. Maintaining the delivery of services from that data center is a Service Delivery role. Service Delivery = SD Project Management = PM
- 7. A Complex Relationship ……. Projects Business Services Business runs on providing Products+Services. Projects bring in new capabilities which introduce new Products+ Services in the organization. New Services + Products are the lifeline of any organization.
- 8. Project and Services Balance If SD and PM are not in sync enterprise eco system balance is disturbed!!! Projects and Services are closely tied and intertwined.
- 9. Innovation and Standardization Projects bring in innovation in the environment. Services bring in stability and standardization in the environment. Innovation without Industrialization is not sustainable.
- 10. Risk Averse vs. Risk Management SD is risk averse due to potential impact to production environment. PM is the art of managing to bring new products and services to the organization.
- 11. Pre-Prod vs. Post-Prod SD is dealing with issues post production launch. This is during transition from “Build” to “Run”. PM is dealing with issues pre-prod launch. This is to meet the testing and QA cycle to meet the build criteria. Build to Run handoff is more critical to Success of the project than people think!!!!
- 12. Baseline vs. Scope Expansion SD is focused on maintaining the existing baseline (less experimentation). SD supports the environment till end of life. PM manages the project from start to end (defined start, finish). PM build the environment with a defined budget and team. Sustainment Success is dependent on Build quality and Deliverables
- 13. Operational Support vs. Project Build SD manages issues and problems. SD owns the steady state and performs continuous improvement (CI) to optimize the system with changing baselines. PM manages resourcing and budget constraints. PM forecasts the success of the project by intermediate milestones and deliverable chunks that de-risks the program with reducing failure.
- 14. Project Build Sustain Design Build Test Pre - Prod Perf QA Prod Change Steady State Project to Service Delivery
- 15. For project success an effective hand-off from build to run state is a pre-requisite. Innovation cannot be operationalized without standardization!!! Roles of SDM and PM and spheres of influence and ownership should be clearly defined within the context of the enterprise/group politicking. Summary