Collaborative Business Design: The Fundamentals by Brian Johnson Léon-Paul de Rouw

Author:Brian Johnson,Léon-Paul de Rouw [Неизв.]
Language: eng
Format: epub
ISBN: 9781849289788
Publisher: IT Governance Ltd.

3.3 The domains

The five stakeholders exist in four different domains (or in some instances ‘kingdoms’, in worse scenarios, ‘fiefdoms’) in the service constellation, as shown in Figure 3.4. These are:

1. the domain of operations (or delivery)

2. the domain of orchestration

3. the domain of governance

4. the domain of quality.

Figure 3.4: The management domains

The domain sets out the activities that arise between the different stakeholders.

3.3.1 Domain: Operations

In this domain, the relationships between users, suppliers and the BSC are maintained, with the focus on the actual delivery of services. This applies also to the actual implementation of agreed projects and changes for which tenders have been issued. That means that the delivered products and services are known and recorded in a definitive list, or portfolio of products and services.

Typical questions asked in the domain operations

How can we improve on our delivery?

What service levels are relevant?

Why are our users unhappy?

How are we in control of our operations?

Does our helpdesk cover all requests?

Why does no one like me?

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