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Optimize the Service Delivery Management Process With Best Practices and a Free Template

By Kate Eby | May 1, 2024

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As-a-service products — such as software as a service — have never been more popular. To increase client retention and operational efficiency, you need strong service delivery management (SDM) to meet your schedule, your budget, and your standards.

Included on this page, you’ll find an overview of SDM components , a guide to the standard SDM process , a free SDM plan template with sample data , and a list of real-world examples of effective SDM .  

What Is Service Delivery Management (SDM)?

Service delivery management (SDM)  is the process of overseeing and coordinating the delivery of services to customers. The goal of SDM is to consistently meet customer expectations in terms of timeline, cost, quality, and performance. SDM is a more formal extension of strong client management, which shares the goal of delivering consistently on client expectations. To learn more about providing top-notch customer service, see this comprehensive  guide to field service management and this  article on the basics of client management .

Chris Estrada, Founder and CEO of  Nationwide United Auto Transport , integrates SDM into his leadership. “Service delivery management orchestrates the seamless execution and delivery of services, ensuring customer satisfaction and operational efficiency,” he says. “Unlike IT project management, which focuses on specific tech projects, service delivery management encompasses a broader scope, including ongoing service performance and quality assurance.” SDM is a critical pillar of operational excellence. Learn more in this  guide to operational excellence . It’s important to note that service delivery management can also apply to IT-specific projects. Often referred to as  information technology service management (ITSM) , this approach aims to ensure that clients have the necessary resources to operate IT services — whether software, hardware, or network-related — with minimal help from technical specialists. In IT projects, SDM involves managing communication channels between IT teams and the client. Challenges frequently arise when the client lacks IT experience or confidence with the technology, and therefore can’t fix technical issues on their own. Given the critical role of IT systems in the day-to-day activities of any organization, maintaining strong and reliable communication is crucial. 

Arjun Naik is a technical lead at First Citizens Bank and has ample experience with service delivery management in IT settings. He says, “Service delivery management is a technique-oriented method to manage the transport of offerings to clients. It focuses on making sure that IT offerings meet the agreed-upon carrier degrees, first-class standards, and business requirements at the same time as maximizing purchaser pleasure. "This article will mainly focus on non-IT SDM. To learn more about ITSM, see this  guide to the IT infrastructure library (ITIL) framework .

Main Components of Service Delivery Management

The four key components of service delivery management are service culture, employee engagement, service quality, and customer service. While sales and support staff interact with customers the most, service values must be upheld across every department in the organization. Here is more information about each of the four components:

• Service Culture : Service culture refers to the standard of service set by company executives that guides values and behaviors within an organization. The service culture informs how teams manage client relationships, product and service delivery, and internal and external communication. Remember: Just because management doesn’t directly interact with the customer doesn’t mean they are exempt from the company’s service culture values.  
• Employee Engagement : Employee engagement refers to the level of commitment and enthusiasm with which employees uphold the service culture of the company. Human resources and middle management are responsible for modeling the values defined by upper management to increase employee engagement.  
• Service Quality : Service quality involves defining the strategies and processes that teams will use to deliver value to the client. This means setting standards for communication, company representation, delivery methods, ongoing support, and more. In effect, this step is the foundation of the customer experience, as it directly influences what the customer interacts with.  
• Customer Service : Customer service includes all client-facing communication, materials, and delivery of products or services. This component focuses on providing clients with the expected value and equipping them with the education or additional materials needed to get the most out of the service. As an ongoing component of SDM, customer service includes general account management, continuous improvement, and activities such as service testing, issue resolution, upgrades, or retirement of services.

SDM for IT projects includes similar components, but they are more technical and specialized. The main components for IT project service delivery include service desk management, incident management, availability management, capacity management, reporting and review, IT systems financial management, and IT continuity management.

Service Delivery Management Model and Framework

It’s important to define a service delivery model or framework so that your customers can expect the same, top-notch service in every engagement. Doing so improves client relationships and customer retention, while saving you time and money since you don’t have to reinvent the wheel with every new customer or service engagement. When setting up your SDM framework, always look at it from the client’s perspective. This ensures that you build a model that serves the client’s desired outcome, not just your operational efficiency.

Service Delivery Management Process

The service delivery management process includes defining objectives, planning resources and workflows, setting communication norms, developing an implementation plan, and holding relationship evaluations. An effective process addresses all four components of SDM. Below are the steps in the SDM process:

Define Objectives : What outcome are you solving for? What are the client’s expectations? You can find these answers in your service-level agreement (SLA) and your project plan. A strong project plan will clearly define objectives, scope of work, service delivery processes, and roles and responsibilities. You should also include key performance indicators (KPIs) so that all parties agree on the metrics of success. 

Together, your SLA and the project plan outline your contractual obligations in terms of timeline, cost, quality, and performance specifications.  

• Plan Resources : Once you define your deliverables, it’s time to allocate resources. This includes any resources needed to build the product or deliver the service, as well as personnel and tools needed to facilitate strong customer service and communication.  
• Establish Specific Processes and Workflows for Each Client : Part of the SDM process requires defining subprocesses that you will follow for each particular client. How will you coordinate meetings, communication, and delivery of the product or service to the client to meet their specific expectations?  
• Define Communication Norms : Each client is different, and it’s up to you to define communication standards that meet each customer’s needs. How often will you check in and on what platforms (video meetings, chat services, email, etc.)? Part of strong service delivery management is transparent communication throughout the course of the relationship. Keep clients informed of any delays or issues that arise, and get their signoff before proceeding in new directions.  
• Make an Implementation Plan : In this step, define what delivery will look like. How can the client expect to receive the final product or service? Consider any work interruptions, and communicate expectations with the client. Also consider any education the customer might need at the time of service delivery, and set aside time to train them on how to use, monitor, and seek assistance for the new service.  
• Make a Plan for Problem and Incident Management : Define how you and the customer will manage any issues that arise with your product or service. How will they document the issue (e.g., using a ticketing system or other incident report management tool)? Who will be their point of contact going forward? Are there expectations on issue resolution time? This is a huge piece of customer service, so you should plan it early in the process.  
• Review and Evaluate the Relationship : As with any project, you need to continuously monitor performance. In this case, performance refers to both the quality of the product or service and the client relationship itself. Check in with the client regularly. This might be as casual as requesting impromptu feedback or as formal as an audit of your SLA.

Remember: The best way to improve client retention is to live out the service culture defined by your executives and continually re-invest in relationships.  

Free Service Delivery Management Plan Template

Download a Service Delivery Management Plan Template With Sample Data for

Microsoft PowerPoint  | Google Slides

Download a Blank Service Delivery Management Plan Template for

Microsoft PowerPoint  | Google Slides  

Use this free template to guide your SDM process. It includes fields for each essential process of your plan, as described above. Additionally, there is space to document the service culture, ensuring that your plan embodies your organization’s values. We’ve included a template with sample data — for an ad agency providing creative assets to a tech company, which you can use as a guide for your own SDM planning. There is also a blank version for you to write your plan from scratch.

Service Delivery Management Best Practices

Effective service delivery management is essentially strong relationship management. SDM best practices include listening to your customers, setting clear expectations, communicating effectively, and continually monitoring performance. By doing so, you can ensure consistent delivery of high-quality services. Here are some key service delivery management best practices:  

• Create a Clear SLA : At the outset of the new client relationship, create a service-level agreement (SLA). By doing so, you ensure that all parties are on the same page and you set clear expectations concerning quality, performance, timeline, and budget. You can refer back to the SLA upon delivery to ensure that all parties fulfilled their responsibilities and are satisfied with the results.  
• Maintain Strong Communication : Communication is a central tenet of SDM and overall customer experience. Define communication norms, and regularly meet with your customer to address concerns, share updates, and maintain a strong personal connection.  
• Overestimate Resources : In your SLA, overestimate the resources you’ll need to complete the job. It’s better to build in a buffer in the initial contract than to end up going over schedule and budget, which risks additional project delays and might weaken your relationship with the client.  
• Get Feedback From Your Client : Seek direct feedback on your communication, quality of service, and deliverable quality from your client. If possible, hold a formal evaluation or project post-mortem, and discuss what went well and what could have gone better.  
• Remain Flexible : Don’t become too rigid in your processes. Remain flexible so that you can meet the client’s needs in terms of communication, processes, timeline, and exact deliverables.  

Estrada says that many teams overlook the importance of adaptability and flexibility when defining their plan. “This can lead to missed opportunities for optimization,” he explains. “Establish transparent communication channels, continuously monitor and adjust your service delivery to meet customer expectations, and leverage feedback for improvement.” 

Service Delivery Management Examples

Service delivery management is an aspect of any client-service provider relationship. Examples of SDM projects include SaaS services, employee onboarding, and legal services. The most common industries that use SDM include legal services, consulting, accounting, marketing, and IT. Here are some examples of service delivery management projects in the real world:  

• Installing SaaS Products : Any software-as-a-service (SaaS) product — including project management software, collaboration tools, and communication tools such as chat and video meeting services — needs to be deployed effectively. In these scenarios, successful service delivery management ensures that the service provider deploys the SaaS tool on time, with the agreed-upon budget and specifications — such as number of users, capabilities, and premium add-ons. You are also responsible for any training or ongoing support the client might need to use the tool.  
• Employee Onboarding : Service delivery management is an important part of internal processes too. When onboarding new employees, your organization should have a reliable process in place to acclimate newcomers to your company culture, tools, and key points of contact, in addition to training them for their specific role. In this case, the service in question is the onboarding experience and ongoing HR support, so make sure it lives up to your company’s values and standards.  
• Legal Services : Companies and individuals contract with legal service providers for a number of services, including contract creation, document verification, and compliance audits. Organizations can seek legal services from law firms or alternative legal service providers (ALSPs), but note that ALSPs typically cannot represent clients in court proceedings.  
• Accounting Services : While larger companies typically have in-house accounting departments, many small companies or individuals seek external accounting services for help with taxes, payroll, and other financial management tasks. As with legal services, it’s important to define the scope of work with an SLA upfront because the service is intangible (i.e., there won’t be a delivery of a physical product or tool).  
• Health Services : Health service providers offer an array of health-related services, including appointment scheduling, connecting patients to medical providers, managing insurance compliance, and more. The relationship between patients and health service providers — such as medical professionals, insurance companies, and hospitals — is an ongoing, evolving partnership.

Service Delivery Management Case Study

Chris Townsend is a relocation specialist with  Three Movers . He shares the following real-world case study from his experience coordinating cross-country moves. “In our moving business at Three Movers, our unique case study involves a high-profile client move with tight timelines. By implementing agile SDM practices, including client collaboration and risk mitigation, we exceeded expectations,” he states. “Regarding specific project plans, the key lies in adaptability and meticulous planning.”

Benefits of Service Delivery Management

Service delivery management enhances operational efficiency, builds strong client relationships, increases customer retention, and improves the bottom line. The best way to attract more clients is to build a strong reputation with exceptional products, services, and customer service. Here’s a bit more detail on the top benefits of instituting a strong SDM process:  

• Improve Client Retention Rate : Clients are much more likely to continue working with tools when they feel supported in deployment, installation, and continual upgrades.  
• Differentiate Your Brand Through Strong Customer Service : When clients have a great time working with you, your company’s reputation improves, which leads to new clients and more business. Client-facing work is a key place to prove your company’s stated values so that you can differentiate the company through quality work.  
• Deliver New Systems Faster: When you have a reliable process for implementing and checking new services, you’ll reduce the time spent on each individual installation or system upgrade.  
• Reduce Costs : Effective service delivery management allows you to do more with less. This means you’ll spend less money responding to one-off concerns.  
• Ensure Smooth Technology Onboarding and Transition : Whether your IT team is responsible for onboarding your internal, non-technical teams or implementing new technology for clients, strong SDM will smooth out the entire process. In turn, this reduces time and cost spent answering questions or fixing issues that you could anticipate and solve for upfront.  
• Inspire Confidence in Non-IT Teams : Strong SDM processes make it simple for non-technical team members to ask questions, report issues, and deal with IT directly. This can also reduce day-to-day reliance on the IT team to fix small problems.

Benefits of Using Service Delivery Management Tools

Several tools are available to help you streamline and elevate your service delivery management process. Tools range in capability depending on your needs — from simple project management tools to incident report management. Here are some of the most common types of tools you can use in an SDM context:  

• Customer Relationship Management (CRM) Software : You can use CRM tools to store, organize, and manage client contact information and other account details. By doing so, you can provide the highest-quality support and services for the duration of the relationship.  
• Project Management Tools : You can also use PM software to manage customer relationships and track the history of services provided. Project management tools allow you to create detailed project plans so that all parties are on the same page. More sophisticated PM tools include capabilities to track incidents, monitor performance, and create dashboards and reports.   Learn more about how you can use Smartsheet, a collaborative work management platform, with these  IT operations management tools  
• Communication and Collaboration Tools : At the most basic level, make sure you have tools in place to quickly and effectively communicate with your clients or internal teams when issues arise. These could be instant messaging apps, video meeting tools, email, or other collaboration tools.  
• Incident Report and Resolution Software : These tools allow you to capture, track, and report on any incident or issue that arises during the relationship, including system issues, delays, or even a poor customer service interaction. Then, you’ll have an accurate log of all incident report history.   
• Performance Monitoring Software : This allows you to keep an eye on your system performance and, in some cases, respond to issues directly. These tools might include automatic alerts, tracing systems, and dashboards for easy reporting.  Performance monitoring software  is a general term, so make sure you select a tool that directly addresses your needs.  

“In my experience, employing a specialized software such as an integrated service management tool greatly enhances control and visibility over all aspects of service delivery, from ticketing to performance analytics,” says Estrada. “It's vital to choose tools that offer scalability, user-friendliness, and comprehensive integration capabilities to support all service delivery facets.” Townsend echoes this idea. “Prioritizing user-friendly platforms that enhance collaboration is crucial,” he says. “We've found success with software that integrates scheduling, communication, and tracking. In your search for SDM tools, consider scalability, user interface, and adaptability to your specific industry nuances. Remember, the human element remains paramount, as successful service delivery is ultimately about meeting clients' needs with efficiency and care.”  Additionally, make sure to choose user-friendly programs. This reduces the time and money spent training teams to use the tools and increases the chances that people will actually use them. Learn more about  these sophisticated service delivery solutions to help you standardize and automate workflows, optimize resources, and deliver value more quickly. 

Use Smartsheet to Elevate Your Service Delivery Management Process

From simple task management and project planning to complex resource and portfolio management, Smartsheet helps you improve collaboration and increase work velocity -- empowering you to get more done. 

The Smartsheet platform makes it easy to plan, capture, manage, and report on work from anywhere, helping your team be more effective and get more done. Report on key metrics and get real-time visibility into work as it happens with roll-up reports, dashboards, and automated workflows built to keep your team connected and informed.

When teams have clarity into the work getting done, there’s no telling how much more they can accomplish in the same amount of time. Try Smartsheet for free, today.

Discover a better way to streamline workflows and eliminate silos for good.

Service Delivery Model

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Running a successful service company should be synonymous with delivering excelling service. If not, then why consider running a service business at all? Yet, if all companies which perform services effectively compete on providing the service, then the key differentiator lies in the service management model and the ability to execute it. Designing the service delivery system should focus on what creates value to the core organizations and how to engage frontline employees to deliver the ultimate customer experience. The four key elements in such a system are Service Culture, Employee Engagement, Service Quality, Customer Experience. Service Culture is built on elements of leadership principles, norms, work habits and vision, mission and values. Culture is the set of overriding principles according to which management controls, maintains and develops the social process that manifests itself as delivery of service and gives value to customers. Once a superior service delivery system and a realistic service concept have been established, there is no other component so fundamental to the long-term success of a service organization as its culture. Employee Engagement includes employee attitude activities, purpose driven leadership and HR processes. Even the best designed processes and systems will only be effective if carried out by people with higher engagement. Engagement is the moderator between the design and the execution of the service excellence model. Service Quality includes strategies, processes and performance management systems. The strategy and process design are fundamental to the design of the overall service management model. Helping the client fulfil their mission and supporting them in the pursuit of their organizational purpose, must be the foundation of any service provider partnership. Customer Experience includes elements of customer intelligence, account management and continuous improvements. Perception is king and constantly evaluating how both customer and end-user perceive service delivery is important for continuous collaboration. Successful service delivery works on the basis that the customer is a part of the creation and delivery of the service and then designs processes built on that philosophy – this is called co-creation.

The Service Delivery Model template will primarily be useful for companies that provide various services. You will be able to build your Service Delivery Model using the slides from this template. If necessary, you can change the color and size of the blocks according to your requirements. Startups can also use this template. You can imagine the structure of your future services. Company directors can use this template when designing their company development strategy. Logistics managers can present their plan for improving the supply, processing and storage of orders in the warehouse. Also, this template will be useful for team leaders when discussing user requirements for a future software product. The slides of this template can be used by public welfare services. The Service Delivery Model template will be a worthy addition to your collection of professional presentations.

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Service Delivery And Management Dashboard Ppt PowerPoint Presentation Complete Deck With Slides

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Post Merger Information Technology Service Delivery Amalgamation IT Service Management Inspiration PDF

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Post Merger Information Technology Service Delivery Amalgamation Service Integration And Management Themes PDF

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Strategies To Manage Service Delivery Stakeholder Ppt Slides Picture PDF

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Manpower Management Services Delivery Ppt File Example PDF

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Advance IT Service Delivery Digitization Of Customer Service Management Process Clipart PDF

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Model For Service Delivery Excellence And Performance Management System Mockup PDF

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Strategies To Enhance Call Center Management Improve Service Delivery With People Mockup PDF

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Online Distribution Services Ecommerce Management KPI Metrics Delivery Ppt Visual Aids Inspiration PDF

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Digital Products And Services Ecommerce Management KPI Metrics Delivery Ppt Summary Images PDF

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Roles Of Service Delivery Partner Account And Development Manager In Ppt PowerPoint Presentation File Layout Ideas PDF

This Slide represents roles of channel account manager and development manager in partner lifecycle such as attracting, engaging, enabling, ramping and managing. Showcasing this set of slides titled roles of service delivery partner account and development manager in ppt powerpoint presentation file layout ideas pdf. The topics addressed in these templates are management, revenue, training. All the content presented in this PPT design is completely editable. Download it and make adjustments in color, background, font etc. as per your unique business setting.

Six Steps Order Management Payment Delivery Service Ppt Powerpoint Presentation Gallery Examples

This is a six steps order management payment delivery service ppt powerpoint presentation gallery examples. This is a six stage process. The stages in this process are order flow, order process, order cycle.

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Powerpoint Templates and Google slides for Service Delivery Strategy

Save your time and attract your audience with our fully editable ppt templates and slides..

While your presentation may contain top-notch content, if it lacks visual appeal, you are not fully engaging your audience. Introducing our Food Delivery Service Optimization Strategy Powerpoint Presentation Slides deck, designed to engage your audience. Our complete deck boasts a seamless blend of Creativity and versatility. You can effortlessly customize elements and color schemes to align with your brand identity. Save precious time with our pre-designed template, compatible with Microsoft versions and Google Slides. Plus, it is downloadable in multiple formats like JPG, JPEG, and PNG. Elevate your presentations and outshine your competitors effortlessly with our visually stunning 100 percent editable deck.

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Presenting this set of slides with name - Delivery Strategy Performance Service Capabilities With Icons. This is a three stage process. The stages in this process are Capabilities, Potential, Ability.

Introducing Service Delivery Model Strategy Opportunities And Management. Build a visually-stunning presentation faster. Download the 100% editable PPT slide. Customize any design element in any manner possible. Modify text, font, background, orientation, shapes, patterns, and colors. Convert the PowerPoint presentation into different files like PDF, PNG, and JPG as and when necessary. View this presentation on Google Slides. It is compatible with different resolutions like standard and widescreen.

This is an editable six stages graphic that deals with topics like Equity Investment Strategy, Sales Performance Measures, Service Deliveries to help convey your message better graphically. This product is a premium product available for immediate download, and is 100 percent editable in Powerpoint. Download this now and use it in your presentations to impress your audience.

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Free Delivery Service Presentation Templates

Efficiently showcase your delivery plans and services with our professional-looking free delivery service powerpoint templates and google slides. we have a cool selection of slides that will grab your audience's attention and help you tell your story clearly. download now to make your next presentation amazing with our delicious collection of templates.

• Ordering Apps: Show off your easy-to-use app with pictures and descriptions.
• Happy Customers: Let your audience hear positive feedback from people who love your service.
• Logistics Network: Show your audience how your deliveries work, step-by-step.
• Fast & Safe service: Show delicious food, safe packaging, and quick delivery times with our food delivery PowerPoint templates.
• Delivery Plan Calendar: Keep everyone on track with a clear calendar.
• Business Plan: Captivate investors with engaging slides that highlight your vision and growth potential.
• Delivery Process: Make your service delivery process easy to understand with a simple diagram.
• Great Customer Service: Show your commitment to customer satisfaction with slides about your support team and positive feedback.
• Online Ordering: Show how easy it is for customers to order and track their deliveries with our food delivery PPT templates.
• Save time: No need to spend hours designing slides from scratch.
• Look professional: Our templates are beautiful and will impress your audience.
• Get your message across: Our slides are clear, simple, and easy to understand.
• Stand out: Our unique templates will help your delivery service shine.

We're here to help you!

What are delivery service powerpoint templates.

These templates are professionally crafted presentation slides with creative infographics, images, and icons to create slideshows for logistics, shipping, transportation, food delivery, supply chain management, and more.

Where can we use these Delivery Service PowerPoint Slides?

We can use these slides in business, marketing, logistics, supply chain management, and training sessions to showcase the delivery service processes, including order tracking, delivery routes, and timelines.

How can I make a Delivery Service Template in a presentation?

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• Vikash Sharma
• February 6, 2021

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SERVICE DELIVERY - PowerPoint PPT Presentation

SERVICE DELIVERY

Utilization. stage 2: service delivery (cont.) on-going readiness-facility and staff ... utilization: balance and synchronize preparatory activities ... – powerpoint ppt presentation.

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• Jason Smith
• Averting Maternal Death and Disability Program
• Columbia University
• Preparation
• Availability
• Utilization
• Emergency Obstetric Care (EmOC)
• Once a woman is pregnant
• most serious obstetric complications
• cannot be predicted or prevented,
• but they CAN be treated.
• All pregnant women
• need access to
• emergency obstetric care
• 1. Deciding to seek treatment
• 2. Reaching an EmOC facility
• 3. Receiving treatment
• 1. Preparatory stage
• 2. Service delivery
• Preparation Facility Staff
• Renovation and maintenance
• Supplies and equipment-procurement
• Facility setup
• Placement of staff
• Complete staff
• Transfers/posting
• Team building
• Synchronize preparatory activities
• Move from preparatory to service delivery stage
• Keep focus on service delivery
• Functioning
• On-going readiness-facility and staff
• Onsite, ongoing process
• External supervision
• Is it improving?
• Balance and synchronize preparatory activities
• Focus on EmOC service delivery

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Prof. Dr. Jobst Fiedler, Hertie School of Governance - HSE Young Expert’s Workshop, Moscow, May 23-26, 2015 Innovations in the Non-Profit Sector and Intersectoral.

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Moscow Exchange MICEX-RTS

Ru000a0jr4a1, financial & commodity market operators.

• Moscow Exchange MICEX RTS : 2Q 2024 Earnings presentation

2Q 2024 Earnings

Presentation

26 August 2024

Delivery on strategic initiatives in 2Q 2024 and beyond

- New Products -

• Seven new listed equities representing non-resource sectors of the economy became available on the Equities Market.
• 40 new non-listed equities were added to CCP-based OTC trading, which now features a total of 97 such equities.
• Six companies placed 10 DFAs issues of credit nature on MOEX platform, raising a total of RUB 6.4 billion.
• Datashop - a gateway to financial data, information and analytical products - was introduced.
• 9 new futures contracts were introduced on the Derivatives Market: five deliverables on Russian equities and four cash -settled ones on global equities, local & global indices.
• Another 8 cash-settled premium options on Russian equities are now available for trading on the Derivatives Market.

- New services -

• The mechanism for automatic carry-over of active limit orders from the main trading session to the evening session was introduced on the Equities Market.
• The maximum term for CCP-repo transactions is now one year across all modes, making liquidity management more flexible.
• MOEX launched IR Workshop, an entry-level educational program that helps to raise IR professionals and supports the IPO pipeline .

- New clients & partners -

• RAEX and ACRA assigned MOEX their highest credit ratings with a stable outlook, opening up new opportunities for the offering of fintech products.
• The total number of retail clients registered on the Securities Market reached 32.8 million. 1 The number of registered IIAs amounted to 5.8 million. 1
• In 2Q 2024, 102 corporates - including 15 newcomers - placed 189 bond issues, raising over RUB 1.6 trillion.
• On the Equities Market, 9 issuers - including 6 newcomers - held ECM deals (6 IPO + 3 SPO), accounting for nearly RUB 60 billion.

2Q 2024 summary of financials

Source: Moscow Exchange.

1. Includes Other operating income, Interest income calculated using the effective interest method, other interest income, Interest expense, Net gain on financial assets at FVTOCI, Net gain on financial assets at FVTPL and Foreign exchange &

• Includes Remaining administrative expenses are calculated as General and administrative expenses less D&A and Equipment and intangible assets maintenance.
• Adjustments are related to IFRS 9 movements in allowance for ECLs as well as other impairment and provisions.

Diversified fee and commission income

Operating expenses in 2Q 2024 (excluding provisions)

Major expense items

RUB million

• OPEX for 2Q'24 increased by 111.0% YoY, largely due to the growth in personnel and marketing expenses.

• Personnel expenses growth of 163.7% YoY decomposes into: [1] 109.0 p.p. LTIP 2028 provisions driven by the stronger than expected fundamentals and the stock price performance, [2] 28.6 p.p. bonus provisions amid the low base effect, [3] 17.7 p.p. new hires and selective wage revisions, [4] 8.4 p.p. other factors.

• The employee headcount was up 17.6% YoY. New hires are primarily related to strategic business directions of market data and information services as well as the overall strengthening of our IT function.

• Advertising and marketing costs surged 4.6x YoY on the back of Finuslugi- related spending.

• The increase in taxes, other than income tax, is related to VAT.

• The 113.5% YoY growth in information services expenses is attributed to the Derivatives Market and gets reimbursed with its revenues.

• D&A and IT maintenance grew 9.8% YoY, while the D&A added 5.1% YoY. IT maintenance costs increased by 25.5% YoY. The rise in IT maintenance costs is due to the gradual implementation of the software & hardware renewal program.

• 2Q'24 CAPEX was RUB 2.06 billion. 6M'24 CAPEX amounted to RUB 3.12 billion. The updated FY'24 CAPEX guidance range of RUB 8-11 billion.

• We update FY'24 OPEX growth guidance to 65-75% YoY. The approximate split of this growth rate is:

- LTIP provisions 18-21 p.p.

- Personnel expenses (incl. bonus provisions) 15-17 p.p.

- Marketing spend (incl. Finuslugi-related)14-17 p.p.

- Other expenses 18-21 p.p.

1. Remaining administrative expenses are calculated as general and administrative expenses, less depreciation of property and equipment, amortization of intangible assets, maintenance of equipment and intangible assets.

NOT FOR RELEASE OR DISTRIBUTION OR PUBLICATION IN WHOLE OR IN PART IN OR INTO THE UNITED STATES, AUSTRALIA, CANADA OR JAPAN.

• This presentation has been prepared and issued by Public Joint Stock Company "Moscow Exchange MICEX-RTS" (the "Company"). Unless otherwise stated, the Company is the source for all data and assumptions contained in this document. Such data and assumptions are provided as at the date of this document and is subject to change without notice. Certain industry, market and competitive position data contained in this document come from official or third party sources believed to be reliable but the Company does not guarantee its accuracy or completeness. The Company does not intend to have any duty or obligation to update or to keep current any information contained in this presentation.

• Neither the presentation nor any copy of it may be taken or transmitted into the United States of America, its territories or possessions, or distributed, directly or indirectly, in the United States of America, its territories or possessions as defined in Regulation S under the US Securities Act 1933, as amended (the "Securities Act), except to "qualified institutional buyers" as defined in Rule 144A under the Securities Act. Any failure to comply with this restriction may constitute a violation of United States securities laws. The presentation is not an offer or sale of securities in the United States. Moscow Exchange Group has not registered and does not intend to register any securities in the United States or to conduct a public offering of any securities in the United States.

• This presentation does not constitute an advertisement or a public offer of securities in any jurisdiction. It is not intended to be publicly distributed in any jurisdiction. This document is only being made available to interested parties on the basis that: (A) if they are UK persons, they are persons falling within Articles 19 or 49 of the Financial Services and Markets Act 2000 (Financial Promotion) Order 2005; or (B) they are outside the United Kingdom and are eligible under local law to receive this document. Recipients of this document in jurisdictions outside the UK should inform themselves about and observe any applicable legal requirements.

This presentation is not a prospectus for purposes of Directive 2003/71/EC (and amendments thereto, including Directive 2010/73/EU, to the extent implemented in any relevant Member State and any relevant implementing measure in the relevant Member State) (the "Prospectus Directive"). In any EEA Member State that has implemented the Prospectus Directive, this presentation is only addressed to and is only directed at qualified investors in that Member State within the meaning of the Prospectus Directive.

This presentation is not directed to, or intended for distribution to or use by, any person or entity that is a citizen or resident or located in any locality, state, country or other jurisdiction where such distribution, publication, availability or use would be contrary to law or regulation or which would require any registration or licensing within such jurisdiction.

• This document does not constitute or form part of, and should not be construed as, an offer or invitation for the sale or subscription of, or a solicitation of any offer to buy or subscribe for, any securities, nor shall it or any part of it or the fact of its distribution form the basis of, or be relied on in connection with, any offer, contract, commitment or investment decision, nor does it constitute a recommendation regarding the securities of the Company.

• The information in this document has not been independently verified. No representation or warranty, express or implied, is made as to, and no reliance should be placed on, the fairness, accuracy or completeness of the information, assumptions or opinions contained herein. None of the Company, or any of its subsidiaries or affiliates or any of such person's directors, officers or employees, advisers or other representatives, accepts any liability whatsoever (whether in negligence or otherwise) arising, directly or indirectly, from the use of this document or otherwise arising in connection therewith.

• This presentation includes forward-looking statements. All statements other than statements of historical fact included in this presentation, including, without limitation, those regarding MOEX financial position, business strategy, management plans and objectives for future operations are forward-looking statements. These forward-looking statements involve known and unknown risks, uncertainties and other factors, which may cause our actual results, performance, achievements or industry results to be materially different from those expressed or implied by these forward-looking statements.

These forward-looking statements are based on numerous assumptions regarding our present and future business strategies and the environment in which we expect to operate in the future. Important factors that could cause our actual results, performance, achievements or industry results to differ materially from those in the forward-looking statements include, among other factors:

✓ perception of market services offered by the Company and its subsidiaries;

✓ volatility (a) of the Russian economy and the securities market and (b) sectors with a high level of competition that the Company and its subsidiaries operate; ✓ changes in (a) domestic and international legislation and tax regulation and (b) state policies related to financial markets and securities markets;

✓ competition increase from new players on the Russian market;

✓ the ability to keep pace with rapid changes in science and technology environment, including the ability to use advanced features that are popular with the Company's and its subsidiaries' customers; ✓ the ability to maintain continuity of the process of introduction of new competitive products and services, while keeping the competitiveness;

✓ the ability to attract new customers on the domestic market and in foreign jurisdictions; ✓ the ability to increase the offer of products in foreign jurisdictions.

• Forward-looking statements speak only as of the date of this presentation and we expressly disclaim any obligation or undertaking to release any update of, or revisions to, any forward-looking statements in this presentation as a result of any change in our expectations or any change in events, conditions or circumstances on which these forward-looking statements are based. Past performance should not

be taken as an indication or guarantee of future results, and no representation or warranty, express or implied, is made regarding such future performance.

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MoSCoW Method PowerPoint Template

The MoSCoW Method PowerPoint Template is a matrix presentation of prioritizing technique. It is a business analysis concept use in project management and product development processes. The project development team works with all stakeholders to analyze importance of multiple deliverables. This placement of deliverables based on priority is known as MoSCoW method. Further, the term MoSCow is an acronym for Must have, Should Have, Could Have, Won’t Have). These are the four priority categories with additional O’s to make pronounceable terminology.

The MoSCoW method PowerPoint provides an eye-catching layout of 4 category segments. Each of these segments further displays the progress status of activity line. The status types include Complete, in progress, and not yet started. These three status are symbols derived from Harvey balls concept chart Therefore, the users can change these activity status symbols as see fit.

The MoSCoW Method PowerPoint Template helps present the immediate business benefits to the audience. Because this template highlights the most important deliverables that client can expect to receive first. For example, the Must have and Should have processes are priority initially. But tasks in Could have and Won’t have categories may also change according to time. The MoSCow method basically enables stakeholders to understand impact of priorities on performance and speed.

MoSCoW priority model present following processes and activities under each category.

• Must have : Critical to current delivery timebox .
• Should have : Important but not necessary for current delivery timebox.
• Could have : If there are time and resources available to improve user experience.
• Won’t have : Least critical deliverables that are not appropriate for current delivery time.

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