Organizational Models for Service Delivery

Abstract

The organizations in the business of IT service delivery have conventionally adopted the team structure of dedicated customer teams to deliver services. A dedicated team is assigned to address all requirements that are specific to the customer. However, this way of organizing service delivery leads to inefficiencies in using expertise and available resources across teams in a flexible manner. In contrast the shared services model became very popular in the last decade, but soon faced challenges of losing customer focus. This gives rise to the question of what is the best way of grouping shared resources across customers. Especially, with the large variations in the technical and domain skills required to address customer requirements, what should be the service delivery model for diverse customer profile? This chapter looks at different dimensions one can organize delivery by and recommends patterns based on customer profiles, business functions technologies, geographies and operational characteristics.