A detailed diagram that visualizes the processes, touchpoints, and interactions involved in delivering a service, helping to identify areas for improvement. Crucial for optimizing service delivery and ensuring a seamless user experience.
The process of fundamentally changing how a service is delivered to improve efficiency, user satisfaction, and overall effectiveness. Essential for enhancing service delivery and aligning it with modern user needs and expectations.
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the level of service expected. Essential for setting clear expectations and responsibilities, ensuring quality and reliability.
A medium through which a product or service is delivered to a customer, including physical and digital channels. Crucial for understanding how products and services reach end users.
Software as a Service (SaaS) is a software distribution model where applications are hosted by a service provider and accessed over the Internet. Crucial for enabling scalable and cost-effective software solutions for users.
The day-to-day activities required to produce goods and services, manage resources, and support business functions. Essential for ensuring efficient and effective functioning of an organization.
A role responsible for ensuring that products and services are delivered efficiently, on time, and within budget. Crucial for managing project timelines, resources, and stakeholder expectations.
A phenomenon where users perceive greater value in a service or product if they believe more effort was involved in its creation or delivery. Important for enhancing perceived value and user satisfaction.
An organization that applies behavioral science to policy and practice to improve public services and outcomes. Important for understanding practical applications of behavioral science in policy and public services.
Agile Release Train (ART) is a long-lived team of Agile teams that, along with other stakeholders, incrementally develops, delivers, and operates one or more solutions in a value stream. Important for coordinating Agile development and delivery at scale.
Application Release Automation (ARA) is the process of automating the release of applications, ensuring consistency and reducing errors. Crucial for accelerating the delivery of software updates and maintaining high-quality digital products.
CSM (Customer Success Management) is a business methodology focused on ensuring customers achieve their desired outcomes while using a product or service. Crucial for driving customer retention and satisfaction.
An approach that applies Agile principles to IT operations, emphasizing iterative development, collaboration, and continuous improvement. Essential for enhancing flexibility, responsiveness, and collaboration in product design and development processes.
The process of exceeding customer expectations to create a positive emotional reaction. Important for building customer loyalty and enhancing brand reputation.
Numeronym for the word "Personalization" (P + 13 letters + N), tailoring a product, service, or experience to meet the individual preferences, needs, or behaviors of each user. Important for enhancing user satisfaction and engagement.
Business Process Automation (BPA) refers to the use of technology to automate complex business processes. Essential for streamlining operations, reducing manual effort, and increasing efficiency in recurring tasks.
Site Reliability Engineering (SRE) is a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems to create scalable and highly reliable software systems. Crucial for maintaining the reliability and efficiency of complex software systems.