Customer Service Delivery Management Service Delivery and Project Management

Masaf Dawood

Practices

Overview

Insights

Execution

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

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

Service Delivery Differentiator

SD starts when

a project ends!!!! and continues till end of life.

Service Delivery = SD

Project Management = PM

Project Definition

A project has

well defined start

and stop dates with intermediate

milestones!!!!

Service Delivery = SD

Project Management = PM

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

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.

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.

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.

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.

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!!!!

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

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.

Project Build Sustain

Design

Build

Test Pre -Prod

Perf

QA

Prod

Change

Steady State

Project to Service Delivery

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