This quick article is going to explain the basis of SharePoint Service Delivery and why it is so important to have in your organization. In fact, the book coming out in May (on this link) covers a lot more on this topic.
As we begin, I want to explain why I’m focusing on SharePoint service delivery. I have worked in so many organizations where the delivery of a SharePoint solution has an overarching imperative, which is simply to provide good customer satisfaction and good customer experience in using that solution going forward—even beyond where the solution has been implemented. This is so they can ensure that they are getting the best value from the available tools, and at the same time meeting return on investment (ROI).
SharePoint is a business platform. Therefore, service delivery is required to guarantee that SharePoint solutions can be delivered using practical techniques and in a logical fashion. You will not be able to provide adequate services without taking into consideration issue, change, service-level, and operational requirements.
Here is my definition of SharePoint service delivery:
SharePoint service delivery is about delivering services effectively which exceeds customer expectation, aligned directly to customer requirements and is fully supportable.
SharePoint service delivery combines what is being offered with how that service will be delivered. Service delivery is about ensuring that service always meets customer expectations. The most important aspect of sustaining User Adoption is ensuring that you are capable of managing the SharePoint solution, understanding the customer, and providing a customer-driven, measurable SharePoint service. SharePoint service delivery is about capability, availability, customers, and service. What you will need to understand is why these elements are important.
Why is SharePoint service delivery about capability?
- Because SharePoint support services must be capable of supporting the delivered solution in line with customer expectations
- Because the SharePoint delivery teams must be capable on delivering on the promises that were made about time and quality
- Because associated SharePoint support services must be capable of standing over any key performance indicators or service level agreements.
- Because the people must be capable in using the delivered SharePoint solution
- Because processes and procedures created through the delivery of the solution must be capable in enabling and enhancing business productivity, knowledge, and solving information and management collaboration challenges
Why is SharePoint service delivery about customers?
- Because customers need to appreciate what is being delivered through adoption.
- Because customers are the ones who will give you feedback concerning the SharePoint service failures and successes
- Because customers are the people who have the power to affect SharePoint service financial reward. That financial reward, for example, could be the licenses for a SharePoint app, or charges made to external customers to provide support services.
- Because without customer satisfaction aligned to SharePoint support excellence, User Adoption will fail Because customers will measure the excellence of SharePoint support services
Why is SharePoint service delivery about service?
- Because SharePoint service delivery implies that something is going to be delivered in a sequenced and logical approach that the customer will understand
- Because SharePoint service delivery implies a degree of excellence
Why is SharePoint service delivery about availability?
- Because customers are among the organizations key resource. A disruption of this resource due to non-availability of SharePoint solutions will result in customers not able to perform their tasks
- Because availability of SharePoint solutions is based on the risk tolerance of the customers or organizations culture
- Because customers need to understand the impact of an outage or disruption of SharePoint services
- Because understanding the resources available to support the service is key to understanding its availability
While there are factors that will define the level of service, there is nothing to stop you from delivering that service excellently. You do this by creating a SharePoint support service, and to do that, you need to understand the capabilities that the customer will require support for, related to internal and external considerations. Cloud, compliancy, legal issues, availability, and resiliency are some of these considerations. The point of understanding these considerations means that you will be able to create a well-implemented SharePoint service whose performance can be measured by the customer.