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Customer Service Delivery ManagementService Delivery and Project ManagementMasaf DawoodPracticesOverviewInsightsExecution
Overview – What are we covering…..The purpose of this presentation isto highlight the differences andsynergies between Ser...
Service Delivery and Project Management…..?Is SD = PM…?If YesWhy do we need SD and PM …?If NoWhy do we care….?Service Deli...
Service Delivery DifferentiatorSD starts whena project ends!!!!and continues till end of life.Service Delivery = SDProjec...
Project DefinitionA project haswell defined startand stop dates with intermediatemilestones!!!!Service Delivery = SDProje...
Relevant ExampleBuilding a Data Center is a ProjectManagement function/role.Maintaining the delivery of services fromtha...
A Complex Relationship …….ProjectsBusinessServices Business runs on providingProducts+Services. Projects bring in newcap...
Project and Services Balance If SD and PM are not in sync enterprise ecosystem balance is disturbed!!!Projects and Servic...
Innovation and Standardization Projects bring in innovation in theenvironment. Services bring in stability andstandardiz...
Risk Averse vs. Risk Management SD is risk averse due to potential impactto production environment. PM is the art of man...
Pre-Prod vs. Post-Prod SD is dealing with issues post productionlaunch. This is during transition from“Build” to “Run”. ...
Baseline vs. Scope Expansion SD is focused on maintaining the existingbaseline (less experimentation). SD supports the e...
Operational Support vs. Project Build SD manages issues and problems. SD owns the steady state and performscontinuous im...
Project Build SustainDesignBuildTestPre -ProdPerfQA ProdChangeSteadyStateProject to Service Delivery
For project success an effective hand-offfrom build to run state is a pre-requisite.Innovation cannot be operationalized...
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Service delivery and Project management

The presentation highlights the differences and synergies between Service Delivery and Project Management.

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Service delivery and Project management

  1. 1. Customer Service Delivery ManagementService Delivery and Project ManagementMasaf DawoodPracticesOverviewInsightsExecution
  2. 2. Overview – What are we covering…..The purpose of this presentation isto highlight the differences andsynergies between ServiceDelivery (SD) and ProjectManagement (PM).Often times there is some confusion due to overlappingnature of the function and interchangeability of dutiesService Delivery = SDProject Management = PM
  3. 3. Service Delivery and Project Management…..?Is SD = PM…?If YesWhy do we need SD and PM …?If NoWhy do we care….?Service Delivery = SDProject Management = PM
  4. 4. Service Delivery DifferentiatorSD starts whena project ends!!!!and continues till end of life.Service Delivery = SDProject Management = PM
  5. 5. Project DefinitionA project haswell defined startand stop dates with intermediatemilestones!!!!Service Delivery = SDProject Management = PM
  6. 6. Relevant ExampleBuilding a Data Center is a ProjectManagement function/role.Maintaining the delivery of services fromthat data center is a Service Delivery role.Service Delivery = SDProject Management = PM
  7. 7. A Complex Relationship …….ProjectsBusinessServices Business runs on providingProducts+Services. Projects bring in newcapabilities which introducenew Products+ Services inthe organization. New Services + Productsare the lifeline of anyorganization.
  8. 8. Project and Services Balance If SD and PM are not in sync enterprise ecosystem balance is disturbed!!!Projects and Services areclosely tied and intertwined.
  9. 9. Innovation and Standardization Projects bring in innovation in theenvironment. Services bring in stability andstandardization in the environment.Innovation without Industrializationis not sustainable.
  10. 10. Risk Averse vs. Risk Management SD is risk averse due to potential impactto production environment. PM is the art of managing to bring newproducts and services to the organization.
  11. 11. Pre-Prod vs. Post-Prod SD is dealing with issues post productionlaunch. This is during transition from“Build” to “Run”. PM is dealing with issues pre-prodlaunch. This is to meet the testing and QAcycle to meet the build criteria.Build to Run handoff is morecritical to Success of the projectthan people think!!!!
  12. 12. Baseline vs. Scope Expansion SD is focused on maintaining the existingbaseline (less experimentation). SD supports the environment till end oflife. PM manages the project from start toend (defined start, finish). PM build the environment with a definedbudget and team.Sustainment Success isdependent on Build quality andDeliverables
  13. 13. Operational Support vs. Project Build SD manages issues and problems. SD owns the steady state and performscontinuous improvement (CI) to optimizethe system with changing baselines. PM manages resourcing and budgetconstraints. PM forecasts the success of the projectby intermediate milestones anddeliverable chunks that de-risks theprogram with reducing failure.
  14. 14. Project Build SustainDesignBuildTestPre -ProdPerfQA ProdChangeSteadyStateProject to Service Delivery
  15. 15. For project success an effective hand-offfrom build to run state is a pre-requisite.Innovation cannot be operationalizedwithout standardization!!!Roles of SDM and PM and spheres of influence andownership should be clearly defined within thecontext of the enterprise/group politicking.Summary

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  • jgmcelhaney

    Jul. 1, 2015
  • ParthaSarthi2

    Jul. 4, 2015
  • DocAlassal

    Jan. 9, 2016
  • InDrAnILChowdhury11

    Jan. 22, 2016
  • brandon_liew

    Jul. 29, 2017
  • CarlosMiranda249

    Dec. 20, 2017
  • yusufahmadu

    Jan. 1, 2019

The presentation highlights the differences and synergies between Service Delivery and Project Management.

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