3. STAKEHOLDER DYNAMICS IN THE SERVICE CONSTELLATION
One doesn’t discover new lands without consenting to lose sight of the shore for a very long time. Andre Gide
3.1 Delivering what is needed: Business service design
The enterprise focuses on outcome. There is a need or responsibility to accomplish something. For example, ‘ensure trains run on time’, ‘make sure social security and pensions are paid’, ‘be sure a new generation workspace is installed and functioning’, ‘make sure that salaries are paid’. It is not merely the working of the application that is the heart of service development. Services must support desired outcomes; they must be designed to make sure that the salary application is in place to ensure salaries are paid. Furthermore, ...
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