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by Leon-Paul de Rouw, Brian Johnson
Collaborative Business Design: The Fundamentals
Cover
Title Page
Copyright
Foreword
Contents
1.IT-driven business services
1.1 Business need and value
1.2 Capturing the characteristics of IT-driven services in a service design statement
1.3 From business vision to operation: methods to use
1.4 Who should read this guide to fundamentals?
2.Understanding IT-driven service requirements
2.1 What is a business service?
2.2 Service lifecycle
2.3 Requirements origin and perspective
2.4 Business service design
2.4.1 Need and senior responsible owner
2.4.2 Business service coordination: I think therefore I am
2.4.3 Outcome and output must dictate behaviour
2.4.4 Service constellation
2.4.5 Service design statement
2.5 The Business Service Design session
3.Stakeholder dynamics in the service constellation
3.1 Delivering what is needed: Business service design
3.2 A stakeholder view of the enterprise
3.2.1 Stakeholders from the business services coordination perspective
3.2.2 Users
3.2.3 Providers
3.2.4 Customers
3.2.5 Board of directors/general management
3.2.6 Business service coordination (BSC)
3.3 The domains
3.3.1 Domain: Operations
3.3.2 Domain: Quality
3.3.3 Domain: Governance
3.3.4 Domain: Orchestration
4.Capabilities and resources within the constellation
4.1 Transactions, communications, resources and agreements
4.1.1 Transactions offer something or request something
4.1.2 Transactions have different characteristics
4.1.3 Transactions that are desirable or mandatory
4.1.4 Transactions set a condition or a delivery
4.2 Customer journey
4.3 Transactions derive from actions and resources
4.4 Risk management and compliance
4.5 Instruments for agreement
4.5.1 Policy
4.5.2 Service catalogue/product delivery catalogue (PDC)
4.5.3 Service level agreements (internal)
4.5.4 Contracts
5.Service design statement
5.1 Business service design deliverable
5.2 Putting the pieces together
5.3 Balancing in a favourable design
5.4 Using the SDS
5.5 One final thing: managing the BSC
Afterword
ITG Resources
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