FOREWORD
Any sufficiently advanced technology is indistinguishable from magic.
Arthur C Clarke, 1917-2008
Most enterprises consider IT an expensive necessity, although more and more business leaders comprehend the importance and added value of digital services. Often large strides are made but too often the experience of delivered IT services is disappointing, sometimes it is just plainly unacceptable given the cost of IT.
Business managers spend an enormous amount of time worrying about IT when problems arise and even more time using services (comprised usually of one or more IT applications) that gather the information they need, process the information they need, or spit out the information they need.
Figure 1: Purpose of the service design ...
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