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Datavail’s Service Delivery Management Process

Shiv Devrajan | | September 11, 2019

The Concept of Service Delivery Management

Service Delivery Management presents a strategic approach to providing, designing, executing, and enhancing information technology (IT) use in an organization. The goal of every IT service delivery management structure is to ensure that the right people, technology, and processes are in place for an organization to meet its business goals. It also aims to meet client needs using available resources to deliver products and services optimally and efficiently. Our latest white paper, Exceptional Service Through Customer Advocacy, covers in detail our commitment to this service and our method for ensuring high-quality delivery to each customer.

The Role of a Service Delivery Team

The role of a service delivery team is to provide a critical link between the external customer environment and the internal operations of the organization through setting up service delivery entities in line with technology stacks. It also includes devising strategies for delivering quality service with customer satisfaction as the goal

Service delivery management teams are customer advocates. They understand the customer’s vision, are happy to share their expertise, and boast of a highly adaptive approach to multiple IT environments.

The Role of a Service Delivery Manager

A service delivery manager is the voice of the customer within the internal organization and other third-party vendors as he or she acts as a main point of contact for customers. Through management and refinement of the service delivery processes, a service delivery manager ensures that all customers and clients receive the same exceptional delivery across the board.

This person serves an important function in understanding, filtering, and interpreting information and resources between the business and its external constituencies. This is of ultimate importance, because by understanding the customer’s goals and vision, a service delivery manager can help them leverage the greatest amount of value offered by Datavail.

How Datavail Refines Its Service Delivery Processes

Datavail refines its service delivery processes through the creation of regular touchpoints and regular cadence meetings between the service delivery manager and a key contact person from the client. During those meetings, the client receives a description of the services that can be provided and related benefits they can get. As a result, we at Datavail can offer our customers service pledges that describe the quality of service delivery our clients should expect, and delivery targets for achieving those key aspects when delivering.

Datavail Services Meet Client Needs Across the Board

Datavail is fully engaged with the up-to-date development and promotion of best practices in IT service management standards and qualifications so that our customers can benefit from the most up-to-date, industry-recognized, proven practices, processes, and skills. Our service management system offers an array of management information metrics and key performance indicators, delivered and reviewed on a regular basis.

When new services are introduced, we formulate a service catalog to describe the services provided, service levels, escalation points, and charges, if applicable. We offer regular reviews and standard reporting of the progress in order to discuss any potential changes that might be impacting the needs of the customers or their end-users.

In today’s global economy, service delivery management is a great challenge as there is an increasing need for more collaboration, for which a service delivery manager is key. Service delivery management requires strong leadership as well as managerial and techno-functional skills.

It’s our goal at Datavail to adapt to customer needs. The most important thing to get across to our customers is that the service delivery management team at Datavail is a customer success team. Our number one goal is to be the customer’s advocate. We believe that through this, we are able to leverage the best of Datavail’s services to our clients.

To learn more, contact Datavail today. With more than 600 database administrators worldwide, Datavail is the largest database services provider in North America. As a reliable provider of 24x7 managed services for applications, BI/Analytics, and databases, Datavail can support your organization, regardless of the build you’ve selected.

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