Demystifying Service Delivery Management

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TECH TALK: Service Delivery Management

What goes into Service Delivery Management (SDM) and why is it important? Well, it all comes down to getting your business the best results, service quality, cost-efficiency and customer experience possible. Below is a behind-the-scenes look at how we do this at Area9.

 

Service Management

More goes into Service Management than you might think. When it comes to service delivery, there are a lot of moving parts—from project teams to KPIs, costs and communication. To make sure everything operates seamlessly for great results and client experience, monitoring, maintenance and management is critical. This side of SDM includes:

  • Monitoring and managing desktop/server and network support, IT services desk and VIP support functions to ensure optimal service.
  • Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
  • Taking ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.
  • Ensuring that systems, procedures and methodologies are in place to support outstanding service delivery.
  • Taking accountability for service delivery performance, meeting customer expectations and driving future demand.
  • Analysing third-party as well as internal processes and creating strategies for service delivery optimisation.

 

Performance and Quality Management

To make sure service performance is always optimised, hard work goes into identifying areas of improvement with regular reporting and people management. Performance and Quality Management covers a range of responsibilities such as:

  • Service design plays an important role. Ensuring we deliver what we say and in a manner that continually delights our customers starts with building the services in a qualified, consistent manager.
  • During the service lifecycle, constantly identifying and embedding opportunity to refine ensures we continually improve the performance of our teams and the quality of our services.
  • Providing accurate and regular reports to the management on performance of the service delivery.
  • Leading personnel management, including staff recruitment, performance assessment, training and mentoring.
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange.

Do you want to get the most out of your IT services? Choosing a provider that delivers tailored and comprehensive Service Delivery Management is a key piece of the puzzle. It means they’ll be working hard behind the scenes to make sure you get the biggest bang for buck while enjoying a hassle-free experience.

Want to know more? We’re always here to help! Get in touch with our team of experts today on 1300 360 396 or sales@area9.com.au

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