Key inputs to SVS.
- Opportunity
- Demand
SVS Output
Value
SVS components
- Guiding principles
- Governance
- Service Value Chain
- Practicies
- Continual Improvement
Guiding Principle
Guides an organization regardless of changes in goals, strategies, type of work or management structure
7 guiding principles
- Focus on Value
- Start where you are
- Progress Iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
Focus on Value
everything an organization does must map to stakeholder value
Start where you are
- Look at what you have already before making new or changing existing
- Measure and observe existing services
- Direct observation is preferred over measurement.
Progress iteratively with feedback
- Organize work into smaller, manageable components.
- Use feedback before, during and after each iteration.
- Don’t try to do everything at once.
Collaborate and promote visibility
- Work together accross boundaries for greater buy-in
- Information, understanding and trust is needed across boundaries
- Work/consequenses made visible
- info shared to greatest extent possible
Think and work holistically
- work on the service as a whole or outcomes will suffer
- Deliver results in a way that enables realization of value
- Recognize complexity of systems.
- Collaboration is key to holistic working.
Keep it simple and practical
- Eliminate what is not needed.
- Use minimum number of steps in a process.
- Use outcome based thinking
- Do fewer things but do them better.
- Respect time of people involved.
Optimize and Automate
- Maximize value of work carried out by human and technical resources.
- Streamline an activity to eliminate waste before automating it
- Add human intervation only when it adds value.
3 activities by Governing body
- Evaluation - done on regular basis
- Direction - prepare and implement strategies and policies
- Monitoring - ensure performance aligns with policies and direction
Purpose of SVS.
To ensure that the org continually co-creates value with all stakeholders via the use and mangement of products and services
Agility vs. Resilience
- Agility - move/adapt to support INTERNAL changes
- Resilience - anticipate, prepare for, respond & adapt to incremental changes and sudden disruptions as EXTERNAL conditions change
Builds on Agile software development and service management techniques by empasizing close collaboration between software developer role and operations role
DevOps
Objective CX vs Subjective CX
- O CX - measureable
- S CX - depends on taste, measured through feedback survey
