Chapter 9
Service Delivery Maturity and the Service Engineering Lead
If you cannot see where you are going, ask someone who has been there before.
JJ Loren Norris
Delivering services effectively can be difficult. Many service delivery teams focus on the challenge of having to figure out how to deliver what the customer wants seamlessly and cost effectively. But customers need more than just a bunch of features. They also need services to have the “ilities” (described in the previous chapter) they need to meet their outcomes. A lot of service delivery teams struggle to build the maturity to consistently and confidently provide those “ilities.” Growing ecosystem complexity only increases the difficulty to achieve it. As the size and number of ...
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