Servedelivery

Servedelivery is the set of activities that enable a provider to deliver services to customers or users. It includes planning, design, deployment, operation, governance, and continual improvement of services, and spans people, processes, and technology. In information technology, service delivery is a central element of IT service management (ITSM) and is often described through frameworks such as ITIL, which places service delivery within a lifecycle of strategy, design, transition, operation, and continual service improvement.

It encompasses both the delivery model and the delivery experience. Models include in-house delivery, outsourcing, and managed services or cloud-based delivery. Delivery channels may include on-site support, help desks, self-service portals, remote management, and automation.

Key artifacts and concepts include the service catalog, the service portfolio, service level agreements (SLA) and service level objectives (SLO), and ongoing service level management. The delivery lifecycle typically involves defining service requirements, allocating resources, architecting and deploying the service, operationalizing it, monitoring performance, and pursuing continual improvement.

Performance is usually measured with metrics such as SLA attainment, mean time to respond and resolve, service availability, incident volume, customer satisfaction, and cost per service unit.

Common challenges include aligning services with business goals, governance across multiple suppliers, regulatory and security requirements, and managing demand and capacity. Trends influencing service delivery include automation and AI, cloud and hybrid environments, DevOps integration, and enhanced self-service capabilities.