The presentation highlights the differences and synergies between 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