02 — Capability · BC-560.40
Service Delivery & Engagement
Deliver the service to each customer as promised, managing the engagement from onboarding through ongoing delivery to completion or renewal, and handling what goes wrong along the way.
- Engagement Management
- Service Fulfillment
- Account Delivery
In scope
- Customer onboarding onto a service
- Engagement and delivery management against scope and commitments
- Resource scheduling and assignment
- Escalation and recovery when delivery falls short
Out of scope
- Order capture and billing for the service (see BC-670 and BC-250)
- Handling inbound support requests (see BC-450)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-560.40.10Service OnboardingBring a new customer onto a service with the information, access and expectations set so delivery starts clean.
- BC-560.40.20Engagement ManagementRun each engagement against its scope, schedule and commitments, surfacing changes and risks to the customer while they can still be managed.
- BC-560.40.30Resource SchedulingAssign the right people and assets to the right work at the right time, across all engagements competing for them.
- BC-560.40.40Service RecoveryWhen delivery misses a commitment, acknowledge it, restore the service and make the customer whole, then record what it cost.