ITIL Service Delivery | Difference Between IT Service Delivery & IT Service Support

IT Service Delivery, IT service support

Service Delivery

Service delivery has a specific definition and prominence in ITIL v2, focusing on the long-term aspects of IT services like Financial Management, Availability Management, Capacity Management, Service Level Management, and IT Service Continuity Management.

ITIL Service Delivery
IT Service Delivery

Be it any IT organization, no management would create budgets every day.
Be it any IT organization, no team would define availability plans for an IT service everyday.
Be it any IT organization, no team would define capacity plans for an IT service everyday.
Be it any IT organization, no teams would define continuity plans for an IT service everyday.
Be it any IT organization, no teams would define SLA’s for an IT service everyday.

You do the above mentioned activities, once in a month or quarter or half a year, hence these activities are focused on long term. Hence the processes Financial Management, Availability Management, Capacity Management, Service Level Management, and IT Service Continuity Management is categorized under Service Delivery.

Service Support

On the other side, there was Service support which focused on day to day operations. The processes and functions covered in service support are Incident Management, Problem Management, Change Management, Release Management, Configuration Management and one function Service Desk.

Incidents, problems, changes, releases, configurations and interactions with service desk happens regularly in day to day operations, hence these processes and function is categorized in service support.

IT v3 Service Delivery

In ITIL v3, there is no specific definition for IT service delivery, as ITIL v3 is a lifecycle-based approach which runs on the five process areas service strategy, service design, service transition, service operations, continual service improvement.

In practical IT environment, IT Service Delivery means the delivery of IT services which involves defining the strategy, designing the service, transitioning the service, performing operations, and improving the service.

Some of the prime activities involved in IT Service delivery are:

  • Formulating and planning, designing, scheduling and monitoring the strategy, design, transition, operations and continuous improvement related activities to meet time and targets.
  • Providing training to the IT workforce appropriately on the respective processes, tools, technologies to provide good support on incidents, service requests, problems, and change requests in the pre-defined SLA targets.
  • Understanding the ticket volumes and backlog.
  • Leading, executing structured governance and managing the escalations, communications, relationship with the customer, etc.
  • Developing, negotiating and managing the SLAs as per the business unit needs
  • Managing services within budget guidelines, and providing progress, issues, and improvements reports for top, mid, and low-level management.
  • Identifying all possible risks that can affect the IT services with respect to time, cost, scope and quality.
  • Reviewing and monitoring the IT operations performance reactively and proactively to meet SLAs and customer requirements.
  • Defining and evolving the support models / plans for new services.
  • Managing compliance with the defined SOP’s and policies associated with the IT operations and process.

Difference between ITIL Service Support and ITIL Service Delivery

IT Service Support IT Service Delivery
IT Service support focuses on providing day to day support in IT operational environment. IT Service delivery focuses on planning and designing the IT infrastructure services.
Processes involved in service support are Incident management, problem management, change management, release management, configuration management.
Has one function – Service Desk.
Processes involved in service delivery are Financial Management, Availability Management, Capacity Management, Service Level Management, and IT Service Continuity Management.
No functions defined.

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About the Author: Santoshi Para