Service Delivery Toolkit

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Collaborate with TPA and Service Delivery Management to consider existing service level misses and pain points, systemic issues, and potential service disruptions that might impact Call Center and operational processes, and establish service improvement activities.

More Uses of the Service Delivery Toolkit:

  • Confirm your group ensures that IT Service Delivery systems and tools have the functionality and scalability necessary to enable and accelerate the continued growth of your organization.

  • Assure your operation leads quality, safety, Risk Management and Process Excellence initiatives in your organization and work actively with all areas to achieve excellence in Service Delivery and business practices.

  • Ensure that all delivery units involved in Service Delivery to Customer understand the role, the dependencies on other roles, and the necessary collaboration between the roles to have Service Delivery units work together as one team.

  • Methodize: it would focus on key client issues that impact the core business by delivering operational value, driving down the Cost of Quality, and enhancing Technology Innovation.

  • Establish: in consultation with business/functions and Service Delivery teams, support the identification, prioritization, and implementation of Process Improvements, to drive better business outcomes.

  • Identify, develop, and implement Service Design best practices and technologies to lead organizational and operations efforts to improve member friction points, channel gaps and enhancement possibilities in all Service Delivery channels.

  • Collaborate closely with revenue leaders and Service Delivery vertical leaders to drive Continuous Improvement and scale the Customer Service function by automating service functions in the app along with operating an Agile customer contact center.

  • Ensure you engineer; understand current Business Processes and tools which impact your Service Delivery and work with the necessary owners internally to resolve any issues, and fix processes.

  • Develop automated tests for Microservices Development according to the Test Cases to verify that the code meets the requirements and acceptance criteria as specified in User Stories.

  • Resolve legal Information security issues involving Production Environments, databases, networks, and international Service Delivery of technology and telecommunications infrastructure.

  • Steer: partner with Information security Service Delivery teams, technology, and operations function leads to develop visibility to and monitor risk mitigation activities.

  • Identify: alongside the General management and team leads, help individual IT consultants and teams develop, improve, and achieve expectations related to Service Delivery and general consulting.

  • Arrange that your venture participates in contract and account governance by establishing key business and professional relationships with appropriate delivery organizations to facilitate effective Service Delivery.

  • Confirm your organization develops and implements long term IT Strategy for your organization to maintain a secure environment, facilitate Service Delivery, ensure Business Continuity, and control costs.

  • Confirm your design leads the planning and design of all relevant ITSM Process Improvement and changes Partner to deploy a SIAM Operating model to effectively achieve desired SLAs and Service Delivery outcomes in a multi vendor environment.

  • Establish and maintain a rapport with each Customer to ensure satisfaction levels are being met and utilize Customer relationships to seek opportunities for account growth.

  • Ensure your strategy participates with the Service Delivery and Transition teams in planning and coordinating implementation, reviewing Quality Control of systems Functional Design, usability, functionality, and implementation.

  • Establish that your operation complies; interfaces with IT PMO, architecture, and Service Delivery teams among others in support of delivering timely, qualitative, robust, scalable and cost effective solutions.

  • Evaluate the design of Process Flows to help technology and business managers understand the impact of control weaknesses to digital Service Delivery capability.

  • Devise: effectively communicate a clear and concise overview of vendors (summary of key contract terms, risks, opportunities and Service Delivery guidelines) to Key Stakeholders.

  • Be accountable for utilizing KPIs and voice of customer to identify and implement service improvement opportunities, self service capabilities and automation to improve the overall Service Delivery.

  • Identify: day to day operations work closely with the Service Delivery and back office teams to ensure that day to day client requirements are being met; ensure SLA/KPI compliance is met at all levels.

  • Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of Service Delivery.

  • Formulate: participation in contract and account governance by establishing key business and professional relationships with appropriate delivery organizations to facilitate effective Service Delivery.

  • Systematize: leverage data to drive analysis and re engineering of existing Business Processes, implementation of new tools and frameworks, and reshaping the enterprises Service Delivery ecosystem.

  • Confirm your planning oversees the development and sustainment of enterprise technology standards, governance processes and Performance Management to ensure quality IT Service Delivery.

  • Supervise: client delivery support providing timely and accurate reporting and creating and delivering insights to clients with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

  • Facilitate communication between organization staff, management, vendors and technology resources to ensure cost effective quality Service Delivery to internal and external customers.

  • Ensure Service Delivery meets the business requirements of the sourcing strategy (based on defined SLAs) and align Service Delivery capacity to business demands, while managing Customer Satisfaction.

  • Confirm your strategy provides superior Customer Service while managing relationships with end users, business leaders, and others to ensure Service Delivery exceeds expectations.


Save time, empower your teams and effectively upgrade your processes with access to this practical Service Delivery Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Service Delivery related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Service Delivery specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Service Delivery Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Service Delivery improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. What are your key Service Delivery organizational performance measures, including key short and longer-term financial measures?

  2. What is the definition of success?

  3. What are the known security controls?

  4. Do you feel that more should be done in the Service Delivery area?

  5. Is the final output clearly identified?

  6. What happens if Cost Savings do not materialize?

  7. What is your formula for success in Service Delivery?

  8. What strategies for Service Delivery improvement are successful?

  9. How will the Service Delivery data be captured?

  10. How are costs allocated?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Service Delivery book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Service Delivery self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Service Delivery Self-Assessment and Scorecard you will develop a clear picture of which Service Delivery areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Service Delivery Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Service Delivery projects with the 62 implementation resources:

  • 62 step-by-step Service Delivery Project Management Form Templates covering over 1500 Service Delivery project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Service Delivery project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Service Delivery project team have enough people to execute the Service Delivery project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Service Delivery project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Service Delivery Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Service Delivery project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Service Delivery project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Service Delivery project with this in-depth Service Delivery Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Service Delivery projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Service Delivery and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Delivery investments work better.

This Service Delivery All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.