02 — Capability · BC-560.30
Service Operating Model
Build 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.
- Service Readiness
- Delivery Model Design
- Service Transition
In scope
- Delivery process and role design
- Capacity skills and staffing model for the service
- Tools and partners needed to deliver
- Readiness review before a service goes live
Out of scope
- Hiring and training the people (see BC-320 and BC-330)
- Contracting delivery partners (see BC-640)
Decomposes into · 4
- BC-560.30.10Delivery Process DesignDefine the steps, handoffs and decision points by which the service is delivered, and who owns each.
- BC-560.30.20Capacity & Skills ModelWork out how many people with which skills the service needs at the expected demand, and how that flexes when demand does.
- BC-560.30.30Delivery Partner ModelDecide which parts of delivery are done in-house and which by partners, and how the seams between them are managed.
- BC-560.30.40Service Readiness ReviewConfirm people, process, tools and partners are in place and tested before a service is sold, so launch is a decision rather than a hope.