I’m often asked “What does exactly involve the Service Delivery Framework” (also known as the Service Governance Framework). In this article I will clarify the concept.
In any outsourcing operation, three circumstances co-exist:
• A customer that has proprietary standards (the terms of the Customer).
• A provider (or Technology Partner) that has its own standards (the Corporate terms).
• A Service that has to align the aforementioned two points and also adapt the operation to the correct provision (delivery) of the contracted services (with a very specific Scope).
When refering to the Service Delivery Framework, we are talking about this third point. The final scope is agreed customer-provider rules and therefore the regulatory framework governing the provision of the Contract.
Here we describe the purpose of all forms of documents that make up the Service Delivery Framework:
1. Quality Plan: a set of key documents for Quality Management of the operation. Among others, it includes the Communication Plan (intended for proper control and distribution of government information) and also the Service Level Agreements (SLA document).
2. Service Model: a definition of the set of interrelated processes that form the operational, tactical and strategic management of the Service.
3. Governance Model: a definition of the service organization for both parts (customer and provider) establishing the set of government committees (CGS, COS, SOS, SOD, SODS, SOG, Costs Committee, PMO, OT, etc.).
4. Service Catalogue: containing the definition of the set of services that are provided in the operation.
5. Policy: A document that defines the overall governance framework (specifies the “what” but not the “how”).
6. Process: a set of interrelated activities defined with a flowchart or workflow where multiple roles interact to obtain a specific result.
7. Procedure: A document that describes a process (covering inputs, outputs, activities, roles and responsibilities).
8. Technical Instruction: A document that details how to perform an activity within a process (or specific business unit).
9. User Manual: A document that describes to the users how to use a service, system or application.
10. Operating Manual: document describing to the technicians how to operate a service, system or application (ITO / AM).
11. Educational Guideline (or pill): notification which is intended to summarize specific aspects that are key to the proper operation of the Service (e.g. sent via email).
12. Template: standard format for the generation of operational documented deliverables.
Technical Teams must know at least three things: procedures, technical instructions and educational guidelines (since an Operations Manual is something that always is available to reference).
Management Teams must know all of the above.
I hope that have managed to shed some light on this topic and have help you in establishing a governance framework.
What is your advice about the best way to implement the Service Delivery Framework?