The goal of the Service Delivery Processes is to define what IT services will be delivered to support the business objects of the organization and to ensure that the capabilities exist to deliver the agreed upon level of service. While Service Support focuses on ensuring current services are available, Service Delivery focuses on defining the services to be offered based on the business requirements of the organization, setting service targets to meet those needs and developing plans to improve the quality of service by looking at various aspects of the IT services.

(Service Delivery Processes example)

Service Level Management

The goal of Service Level Management is to define and tailor what services will be provided to the business organization based on the needs of the business and ensuring the IT group has capabilities to meet those needs. Service Level Management activities include publishing a list of provided services, meeting with customers to define their needs, establishing service targets that outline the level of service, managing the agreements between the business organization and the IT group and reporting on service achievements. Service Level Management is the lynch pin of Service Delivery as the other four process areas provide plans and recommendations to Service Level Management on service improvement.

Availability Management

The goal of Availability Management is to ensure the highest level of service availability and reliability can be achieved. Availability Management activities including reviewing the infrastructure for weaknesses and making recommendations to improve availability, evaluating underpinning contracts with vendors to ensure availability targets are achievable and developing plans to mask potential failures in the environment.

Capacity Management

The goal of Capacity Management is to ensure that the current and future capacity needs of the organization are met in a cost effective and timely manner. Capacity Management activities include evaluating current capacity usage and trends, performing tuning activities to improve resource utilization, evaluating future capacity needs of the business and providing recommendations to meet those needs.

Financial Management for IT Services

The goal of Financial Management is to ensure that the necessary funds are available to deliver IT services to the organization while accounting for the money spent to deliver the service and positioning the organization to charge for the service if it chooses. Financial Management activities include preparing a budget forecast to deliver an IT Service, developing cost models that assign costs to the appropriate services, developing unit cost for providing a specific service, accounting for the actual money spent to deliver a service and preparing invoices or bill for services delivered.

IT Service Continuity Management

The goal of IT Service Continuity Management is to ensure that vital business functions can be restored and recovered within an agreed timeframe following a crisis. IT Service Continuity Management supports the overall business continuity plan by identifying critical systems, documenting the impact if the services weren't available and developing plans and strategies to mitigate the risks. IT Service Continuity Management is responsible for outlining the disaster recovery plans and providing recommendations on how to improve recovery time for critical systems.