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The Service Design Package ( SDP) contains the core documentation of a service and is attached to its entry in the ITIL Service Portfolio . The SDP is described in the book Service Design, one of the five books that comprises the core of ITIL . The SDP follows the lifecycle of a service from when it is first suggested as a possibility to when ...
Service design is the process of creating and improving services to meet the needs and expectations of customers. [16] Service design involves creating a service concept that defines the customer's experience, as well as the physical, human, and technological resources required to deliver the service. Service design focuses on the experience ...
The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency. The technique was first described by G. Lynn Shostack, a bank executive, in the Harvard Business Review in 1984. [5]
The Service Portfolio is described in the ITIL books Service Strategy and Service Design. [1] The Service Portfolio is the core repository for all information for all services in an organization. Each service is listed along with its current status and history. The main descriptor in the Service Portfolio is the Service Design Package (SDP).
The Design of Everyday Things is a best-selling [1] book by cognitive scientist and usability engineer Donald Norman about how design serves as the communication between object and user, and how to optimize that conduit of communication in order to make the experience of using the object pleasurable. One of the main premises of the book is that ...
A Service Design Sprint is a time-constrained Service Design project that uses Design Thinking and Service Design tools to create a new service or improve an existing one. The term Service Design Sprint was first mentioned by Tenny Pinheiro in his book The Service Startup: Design Thinking Gets Lean (Elsevier; 2014). [1]
Service science, management and engineering. Service science, management, and engineering ( SSME) is a term introduced by IBM to describe an interdisciplinary approach to the study and innovation of service systems. More precisely, SSME has been defined as the application of science, management, and engineering disciplines to tasks that one ...
The service-orientation design principles help in distinguishing a service-oriented solution [14] from a traditional object-oriented solution by promoting distinct design characteristics. The presence of these characteristics in a service-oriented solution greatly improves the chances of realizing the aforementioned goals and benefits.
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