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Service Operations as a Platform

Service Operations as a Platform

Supercharging your organisation for digital customer demand

Traditionally, Service Operations ensured performance and resilience through stability – IT estates were physical, locked down, and subject to infrequent, heavily-controlled change.

In recent years the technology world has changed beyond recognition. Dependent upon Digital products to drive value, businesses demand continual product refinement to meet customer needs; and in response, product delivery has revolutionised ways
of working, dramatically increasing the rate of change, and thereby increasing the challenge for operational teams.

To date, the response has been limited. Working practices have changed little, and improvements have been small and incremental. This needs to change. Faced with ever increasing demands, traditional ways of working are no longer fit for purpose.
This paper discusses the challenges facing Service Operations teams and suggests a radical rethink in the way they work. Extending “shift- left” concepts, the paper proposes ever greater responsibility for live performance should sit with product teams, and that operational teams need to adapt to provide a “platform approach” to support this.

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