A service delivery framework (SDF) is a set of principles, standards, policies and constraints used to guide the design, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific business context. An SDF is the context in which a service provider's capabilities are arranged into services.
The term service delivery framework (SDF) has been used interchangeably with the term service delivery platform (SDP), which is a set of technology components that provide capabilities. An SDF governs and guides the use of SDP capabilities.
Contents |
Service delivery frameworks fall into two categories.
The first is as a general reference model for the delivery of services. Such a service delivery framework is developed to be broadly applicable to a particular industry. The TM Forum Service Delivery Framework, as an example, is developed for the telecommunications industry.
The second is as a more refined reference model for service delivery. This kind of SDF, being more specific, applies to a particular market or service provider. The Immunisation Service Delivery Framework of the District Health Boards of New Zealand is an example.
The term is also used by some vendors of service delivery platforms to describe their product offerings.