Product Development
I recently had an extremely productive discussion with a software development team (dev team) and an interesting point came out of this discussion.
Firstly, let me highlight that I am an advocator of ‘fast delivery’ therefore, I am 100% supportive of agile/scrum methodologies, principles and practices and embracing these methodologies within the service management framework to ensure total transparency.
Secondly however, it became apparent that the dev team were focusing primarily on the functionality of the application (the product), and overlooking many functional (utility) and non-functional (warranty) values which make-up the service (end-to-end).
This oversight impacts operational efficiency from the provider’s perspective and in turn, service experience from the consumer’s perspective. For example, when in design mode, there appeared to be less of a focus on the service (end-to-end) such as,
Opportunities for automation and shift left