02 — Capability · BC-560
Service Design & Delivery
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.
- 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)
Realized by · 0
- No product in the catalog yet.
Used in · 1
- Lead-to-Cash · 04 Fulfill & Deliver via BC-560.40
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 5
- BC-560.10Service Portfolio & CatalogDecide which services are offered, describe each one in terms a customer can buy and a team can deliver, and keep the catalog current as services are added, changed and withdrawn.
- BC-560.20Service Experience DesignDesign how a service feels to the customer from first contact to completion, and the front-stage and back-stage work that produces that experience, so the promise and the delivery match.
- BC-560.30Service Operating ModelBuild the machinery that delivers a service repeatably, from roles, skills and capacity to the processes, tools and partners involved, before the first customer is promised anything.
- BC-560.40Service Delivery & EngagementDeliver the service to each customer as promised, managing the engagement from onboarding through ongoing delivery to completion or renewal, and handling what goes wrong along the way.
- BC-560.50Service Performance & ImprovementMeasure whether services deliver what was promised and what they cost to deliver, and use the evidence to improve the service, its model or the promise itself.