AFTERWORD

Our aim in writing this book has been to present the information, frameworks and approaches that we feel enable the delivery of a high-performing, effective BA Service.

The book is deliberately wide-ranging and includes guidance on the nature of service and value proposition, plus how to enable service performance and monitor customer satisfaction. The range of topics demonstrates the complexity of delivering an effective BA Service that is recognised as offering value to an organisation.

There is no ‘one-size-fits-all’ approach to delivering the BA Service but we suggest that BA leaders should start with ensuring that they understand:

• the BA services on offer: the value proposition, activities, techniques and skills available to the organisation;

• the BA team: the culture, capacity and capability of those that deliver the services;

• the variety of customers: their perspectives, drivers and expectations.

In many of the chapters, we have shown the benefits of applying business analysis techniques when developing a BA Service. It is hoped that BA leaders will adopt this approach and use their business analysis skills to ensure ongoing engagement with customers and continual service improvement.

Delivering business analysis as a service requires skills, knowledge and considerable effort. However, given the significant benefits to business analysts, their customers and organisations, it is effort that is well worth investing.