Define the services you provide
Describe the technical or professional services you provide, how their scope is agreed, and how the team confirms completion. Distinguish ongoing services from work delivered as individual projects.
- Service scope and the deliverables of each service.
- Team roles, expertise and suppliers involved in delivery.
- How requirements, changes and customer feedback are received.
Document the delivery method
Connect the customer’s request to the delivery plan, outputs and review owner. Define how tasks pass between team members, how changes are recorded, and how those working on them are informed.
At completion, record the handover outcome, feedback and follow-up work. This information supports quality management and improvements to service delivery.
Track service and information risks
Risks in this sector include dependence on key people, system disruption, missed delivery commitments, and unintended disclosure of customer information or personal data.
- Distribution of knowledge and responsibilities across the team.
- Continuity of the tools and systems used for service delivery.
- How customer information is accessed, shared and stored.
Choose your service package
Use quality management to organise processes, delivery and improvement, and risk management to connect risks with organisational objectives and plans.