{"version":"0.2.0","built_at":"2026-10-10T20:58:14.188Z","license":"CC BY 4.0 © Mike Reams","canonical":"https://catalog.mikereams.com","capability":{"id":"BC-560","name":"Service Design & Delivery","level":1,"parent_id":null,"l1_id":"BC-560","industry":"cross-industry","macro_id":"MC-50","path":["Service Design & Delivery"],"description":"Design the services the organization sells or wraps around its products, stand them up so they can be delivered repeatably, deliver them to the agreed level, and improve them from what delivery reveals.","aliases":["Service Management","Service Offering Design","Managed Services","Professional Services Delivery"],"in_scope":["Defining the service catalog and what each service promises","Designing the service experience, the delivery process and the resources behind it","Delivering services and managing engagements against commitments","Measuring service performance and improving the service over time"],"out_of_scope":["Handling customer inquiries and complaints about any product (see BC-450)","Running internal IT services for employees (see BC-740)","Field service parts and warranty for industrial equipment (see BC-1180)"],"csdm_note":"Lands as the Business Capability whose offerings become the customer-facing Business Services and Service Offerings in CSDM, each with its commitments; the delivery tooling behind them is modeled as supporting Application Services.","status":"active","successor_id":null,"child_ids":["BC-560.10","BC-560.20","BC-560.30","BC-560.40","BC-560.50"]},"crosswalk":{"realized_by":[],"used_in":[{"vs_id":"VS-20","vs":"Lead-to-Cash","stage_id":"VS-20.40","stage":"Fulfill & Deliver","order":4,"via":"BC-560.40"}],"patterns":[],"stacks":[],"books":[]},"ancestors":[],"children":[{"id":"BC-560.10","name":"Service Portfolio & Catalog","level":2,"child_count":3},{"id":"BC-560.20","name":"Service Experience Design","level":2,"child_count":4},{"id":"BC-560.30","name":"Service Operating Model","level":2,"child_count":4},{"id":"BC-560.40","name":"Service Delivery & Engagement","level":2,"child_count":4},{"id":"BC-560.50","name":"Service Performance & Improvement","level":2,"child_count":4}]}