Service Delivery Management Plan Template
Use this free template to guide your SDM process. It includes fields for each essential step of your plan. It also includes space to document the service culture, ensuring that your plan embodies your organization’s values. Available with or without sample data, the template will facilitate your SDM planning process.
Internal �Team
Client �and Project Name(s)
Service Culture
This is the standard of service that the company leaders set to manage client relationships, product and service delivery, and internal and external communication.
Describe your service culture.
Define Objectives
Plan �Resources
Establish Specific Processes �and Workflows
Define Communication Norms
Make an Implementation Plan
Plan for Problem and Incident Management
Review and Evaluate the Relationship
1
2
3
4
5
6
7
OVERVIEW:
The Service Delivery Management Process
and Model
The standard of service that the organizational leadership sets guides values and behavior. This standard informs how you will manage client relationships, product and service delivery, and internal and external communication.
Service Culture
What outcome are you solving for?
What are the client’s expectations?
Define Objectives
1
STEP
Allocate resources, including those needed to build the product or deliver the service, as well as personnel and tools needed to facilitate strong customer service and communication.
Plan Resources
2
STEP
How will you coordinate meetings, communication, and delivery of the product or service to meet this client’s specific expectations?
Establish Client-Specific Processes
3
STEP
How often will you check in and on what platforms (video meetings, chat services, email, etc.)?
Define Communication Norms
4
STEP
How can the client expect to receive the final product or service?
Make an Implementation Plan
5
STEP
How should the client document any issues that arise (e.g., via a ticketing system or another incident report management tool)? Who will be their point of contact going forward? Are there expectations concerning issue resolution time?
Make a Plan for Incident Management
6
STEP
As with any project, you need to continuously monitor performance. So, check in with the client regularly.
Review and Evaluate the Relationship
7
STEP
DISCLAIMER
Any articles, templates, or information provided by Smartsheet on the website are for reference only. While we strive to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the website or the information, articles, templates, or related graphics contained on the website. Any reliance you place on such information is therefore strictly at your own risk. |