Introduction

This spreadsheet system allows you to conduct a mini Service Design Readiness Assessment. You may substitute your own questions should you require.
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of process maturity.
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly understand some of your current issues.
This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 10 participants.

You could use multiple spreadsheets to do a large group or modify formulas etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).

Please note that macros may need to be enabled to use the functionality in your environment and that you may need to file in an appropriate format.
 Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1 Initial - processes and activities are adhoc or chaotic or undefined

2 Repeatable - basic processes and activities are established and there is a level of discipline and adherence
3 Defined - All processes and activities are defined, documented, standardised and integrated together
Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
4 improved
5 Optimising - Continuous process improvement is adopted. Process and activities are mature

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Design area, under their name.

1 Service Management as a Practice Participant 1 Participant 2

1 Service Management is clearly defined Not applicable Not applicable

2 We know what our services are Not applicable Not applicable
3 We are able to measure our processes in a relevant manner Not applicable Not applicable
4 The reason our processes exist is to deliver a specific result Not applicable Not applicable
5 Every process delivers its primary results to a customer or stakeholder Not applicable Not applicable
6 We adopt a holistic approach for all Service Design aspects and areas to ensure consistency and integration Not applicable Not applicable
7 We actively manage the design of new or changed services Not applicable Not applicable
8 We actively manage the design of the service portfolio, including the Service Catalogue Not applicable Not applicable
9 We actively manage the design of the processes required Not applicable Not applicable

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10 We actively manage the design of measurement methods and metrics Not applicable Not applicable
11 We agree service levels, SLAs and targets across the whole organisation, ensuring critical business processes receive most attention Not applicable Not applicable
12 We measure IT quality in business/user terms, reporting what is relevant to users Not applicable Not applicable
13 We map business processes to IT infrastructure Not applicable Not applicable
14 We map business processes to business and service measurements Not applicable Not applicable
15 We map infrastructure resources to services Not applicable Not applicable
16 We provide end-to-end online business processes performance monitoring Not applicable Not applicable
17 We provide IT Services that are business and customer oriented, focused and driven Not applicable Not applicable
18 We provide IT Services that are cost effective and secure Not applicable Not applicable
19 We provide IT Services that are flexible and adaptable, yet fit for purpose at the point of delivery Not applicable Not applicable
20 We provide IT Services that can absorb an ever-increasing demand in the volume and speed of change Not applicable Not applicable
21 We provide IT Services that meet increasing business demands for continuous operation Not applicable Not applicable
22 We provide IT Services that are managed and operated to an acceptable level of risk Not applicable Not applicable
23 We provide IT Services that are responsive with appropriate availability matched to business needs Not applicable Not applicable
24 An IT Strategy or Steering Group carries the overall accountability for setting governance, direction, policy and strategy for IT Services Not applicable Not applicable
SCORE 0 0

2 Service Design Principles Participant 1 Participant 2

1 New service solutions are added to the service portfolio from the concept phase Not applicable Not applicable
2 Service Level Requirements for a new service are understood before it goes live Not applicable Not applicable
3 Capacity Management is involved in modelling the Service Level Requirements Not applicable Not applicable
4 Financial Management is involved to set the budget Not applicable Not applicable
5 An initial Business impact analysis and Risk assessment is conducted before implementation Not applicable Not applicable
6 The Service Desk is made aware of new services, prepared and trained Not applicable Not applicable
7 Service transition plans the implementation and builds it into the forward schedule Not applicable Not applicable
8 Supplier Management is involved if procurement is required for the new service Not applicable Not applicable
9 We design services to satisfy business objectives Not applicable Not applicable
10 We design services that can be easily and efficiently developed Not applicable Not applicable
11 We design efficient and effective processes Not applicable Not applicable
12 We identify and manage risks prior to services becoming live Not applicable Not applicable
13 We design secure and resilient IT Services Not applicable Not applicable
14 We design measurement methods and metrics for processes and their deliverables Not applicable Not applicable
15 We produce and maintain IT design plans Not applicable Not applicable
16 We assist in the development of design policies and standards Not applicable Not applicable
17 We balance design between functionality, resources and schedules Not applicable Not applicable
18 We identify Service Requirements Not applicable Not applicable
19 We identify and document Business Requirements and Drivers Not applicable Not applicable
20 We collect, analyse and engineer requirements Not applicable Not applicable
21 We design appropriate services, technologies, processes that meet business requirements Not applicable Not applicable
22 We review and revise all processes and documents involved in service Design Not applicable Not applicable

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23 We liaison with all other design and planning activities and roles Not applicable Not applicable
24 Our service portfolio clarifies why a customer should buy these services Not applicable Not applicable
25 Our service portfolio clarifies why customers should buy these services from us Not applicable Not applicable
26 Our service Portfolio clarifies what the pricing and chargeback models are Not applicable Not applicable
27 We evaluate alternative solutions Not applicable Not applicable
28 We have a procurement process for procuring the preferred solution Not applicable Not applicable
29 We use a SOA approach for designing and developing business processes and solutions Not applicable Not applicable

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30 We use BSM to enable It components to be linked to business goals Not applicable Not applicable
SCORE 0 0

3 Service Design Processes Participant 1 Participant 2

1 We have defined Service Catalogue Management's Purpose, Goal and Objective Not applicable Not applicable
2 We have defined Service Catalogue Management's Scope Not applicable Not applicable
3 We have defined Service Catalogue Management's Value to the business Not applicable Not applicable
4 We have defined Service Catalogue Management's Policies, Principles and basic concepts Not applicable Not applicable
5 We have defined Service Catalogue Management's Process Activities, Methods and Techniques Not applicable Not applicable
6 We have defined Service Catalogue Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
7 We have defined Service Catalogue Management's KPIs Not applicable Not applicable
8 We have defined Service Catalogue Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
Not applicable Not applicable
9 We have defined Capacity Management's Purpose, Goal and Objective Not applicable Not applicable
10 We have defined Capacity Management's Scope Not applicable Not applicable
11 We have defined Capacity Management's Value to the business Not applicable Not applicable
12 We have defined Capacity Management's Policies, Principles and basic concepts Not applicable Not applicable
13 The Business Capacity Management sub-process is defined Not applicable Not applicable
14 The Service Capacity Management sub-process is defined Not applicable Not applicable
15 The Component Capacity Management sub-process is defined Not applicable Not applicable
16 We have defined Capacity Management's Process Activities, Methods and Techniques Not applicable Not applicable
17 The underpinning activities (tuning, utilisation and response time monitoring etc.) of Capacity Management are defined Not applicable Not applicable
18 Threshold management and control is defined Not applicable Not applicable
19 Demand Management is defined Not applicable Not applicable
20 Modelling and trending are defined Not applicable Not applicable
21 Application sizing is defined Not applicable Not applicable
22 We have defined Capacity Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
23 We have defined Capacity Management's KPIs Not applicable Not applicable
24 We have defined Capacity Management's Information Management reporting Not applicable Not applicable
25 We have defined Capacity Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
Not applicable Not applicable
26 We have defined Availability Management's Purpose, Goal and Objective Not applicable Not applicable
27 We have defined Availability Management's Scope Not applicable Not applicable
28 We have defined Availability Management's Value to the business Not applicable Not applicable
29 We have defined Availability Management's Policies, Principles and basic concepts Not applicable Not applicable
30 We have defined Availability Management's Process Activities, Methods and Techniques Not applicable Not applicable
31 The Reactive activities of Availability Management are Defined Not applicable Not applicable
32 The Proactive activities of Availability Management are defined Not applicable Not applicable
33 We have defined Availability Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
34 We have defined Availability Management's KPIs Not applicable Not applicable

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35 We have defined Availability Management's Information Management reporting Not applicable Not applicable
36 We have defined Availability Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
Not applicable Not applicable
37 We have defined Service Continuity Management's Purpose, Goal and Objective Not applicable Not applicable
38 We have defined Service Continuity Management's Scope Not applicable Not applicable
39 We have defined Service Continuity Management's Value to the business Not applicable Not applicable
40 We have defined Service Continuity Management's Policies, Principles and basic concepts Not applicable Not applicable
41 We have defined Service Continuity Management's Process Activities, Methods and Techniques Not applicable Not applicable
42 Service Continuity Management's Stage 1: Initiation is defined Not applicable Not applicable
43 Service Continuity Management's Stage 2: Requirements and Strategy is defined Not applicable Not applicable
44 Service Continuity Management's Stage 3: Implementation is defined Not applicable Not applicable
45 Service Continuity Management's Stage 4:On-going Operation is defined Not applicable Not applicable
46 We have defined Service Continuity Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
47 We have defined Service Continuity Management's KPIs Not applicable Not applicable
48 We have defined Service Continuity Management's Information Management reporting Not applicable Not applicable
49 We have defined Service Continuity Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
Not applicable Not applicable
50 We have defined Information Security Management's Purpose, Goal and Objective Not applicable Not applicable
51 We have defined Information Security Management's Scope Not applicable Not applicable
52 We have defined Information Security Management's Value to the business Not applicable Not applicable
53 We have defined Information Security Management's Policies, Principles and basic concepts Not applicable Not applicable
54 We have a defined Security Framework Not applicable Not applicable
55 We have an Information Security Policy Not applicable Not applicable
56 We have an Information Security Policy Management System Not applicable Not applicable
57 We have defined Information Security Management's Process Activities, Methods and Techniques Not applicable Not applicable
58 Information Security Management's Security Controls are defined Not applicable Not applicable
59 Information Security Management's Management of security breaches and incidents is defined Not applicable Not applicable
60 We have defined Information Security Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
61 We have defined Information Security Management's KPIs Not applicable Not applicable
62 We have defined Information Security Management's Information Management reporting Not applicable Not applicable
63 We have defined Information Security Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
Not applicable Not applicable
64 We have defined Supplier Management's Purpose, Goal and Objective Not applicable Not applicable
65 We have defined Supplier Management's Scope Not applicable Not applicable
66 We have defined Supplier Management's Value to the business Not applicable Not applicable
67 We have defined Supplier Management's Policies, Principles and basic concepts Not applicable Not applicable
68 We have defined Supplier Management's Process Activities, Methods and Techniques Not applicable Not applicable
69 We have defined how we evaluate new suppliers and contracts Not applicable Not applicable
70 We maintain a SDC (supplier and Contracts Database) Not applicable Not applicable
71 We have defined how we establish new suppliers and contracts Not applicable Not applicable
72 We have defined how we manage supplier, contract management and performance Not applicable Not applicable
73 We have defined how we manage contract renewal and / or termination Not applicable Not applicable

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74 We have defined Supplier Management's Triggers, Imputs, Outputs and interfaces Not applicable Not applicable
75 We have defined Supplier Management's KPIs Not applicable Not applicable
76 We have defined Supplier Management's Information Management reporting Not applicable Not applicable
77 We have defined Supplier Management's Challenges, Critical Success Factors and Risks Not applicable Not applicable
SCORE 0 0

4 Service Design Technology Related Activities Participant 1 Participant 2

1 Defining Functional requirements is an integral part of requirements engineering Not applicable Not applicable
2 Defining Management and operational requirements is an integral part of requirements engineering Not applicable Not applicable
3 Defining Usability requirements is an integral part of requirements engineering Not applicable Not applicable
4 Interviews are used as a Requirements investigation technique Not applicable Not applicable
5 Workshops are used as a Requirements investigation technique Not applicable Not applicable
6 Observation is used as a Requirements investigation technique Not applicable Not applicable
7 Protocol analysis is used as a Requirements investigation technique Not applicable Not applicable
8 Shadowing is used as a Requirements investigation technique Not applicable Not applicable
9 Scenario analysis is used as a Requirements investigation technique Not applicable Not applicable
10 Prototyping is used as a Requirements investigation technique Not applicable Not applicable
11 Requirements are documented in a standardized way in the requirements catalogue Not applicable Not applicable
12 Management of Data resources is defined within the scope of Data Management Not applicable Not applicable
13 Management of Data/information technology is defined within the scope of Data Management Not applicable Not applicable
14 Management of information processes is defined within the scope of Data Management Not applicable Not applicable
15 Management of data standards and policies is defined within the scope of Data Management Not applicable Not applicable
16 Data is valued as an asset Not applicable Not applicable
17 Data is classified as operational, tactical and strategic Not applicable Not applicable
18 Data standards are defined and managed Not applicable Not applicable
19 Data ownership is defined and managed Not applicable Not applicable
20 Data migration is defined and managed Not applicable Not applicable
21 Data storage is defined and managed Not applicable Not applicable
22 Data capture is defined and managed Not applicable Not applicable
23 Data retrieval and usage is defined and managed Not applicable Not applicable
24 Data integrity is addressed and managed Not applicable Not applicable
25 The application portfolio is described in Application Management Not applicable Not applicable
26 Applications and Service Portfolios are linked in Application Management Not applicable Not applicable
27 CASE tools and repositories are used and aligned in Application Management Not applicable Not applicable
28 The Design of specific applications is managed in Application Management Not applicable Not applicable
29 Managing trade-offs is addressed in Application Management Not applicable Not applicable
30 The application portfolio is described in Application Management Not applicable Not applicable
31 Application Development covers consistent coding conventions Not applicable Not applicable
32 Application Development covers application independent building guidelines Not applicable Not applicable
33 Application Development covers operability testing Not applicable Not applicable

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34 Application Development covers management checklists for the building phase Not applicable Not applicable
35 Application Development covers organization of the build team roles Not applicable Not applicable
36 Major outputs from the development phase are scripts to be run before or after deployment Not applicable Not applicable
37 Major outputs from the development phase are scripts to start or stop the application Not applicable Not applicable
38 Major outputs from the development phase are scripts to check hardware and software configurations of environments before deployment Not applicable Not applicable
39 Major outputs from the development phase are customized scripts to manage the application Not applicable Not applicable
40 Major outputs from the development phase are specifications of access control for the system resources used by the application Not applicable Not applicable
41 Major outputs from the development phase are specifications of the details required to track an application's major transaction Not applicable Not applicable
42 Major outputs from the development phase are SLA targets and requirements Not applicable Not applicable
43 Major outputs from the development phase are operational requirements and documentation Not applicable Not applicable
44 Major outputs from the development phase are support requirements Not applicable Not applicable
45 Major outputs from the development phase are procedures for application recovery and back-ups Not applicable Not applicable
SCORE 0 0

5 Organising for Service Design Participant 1 Participant 2

1 The RACI model is used to define the roles and responsibilities for Service Design Not applicable Not applicable
2 Functional roles are analysed from the RACI matrix Not applicable Not applicable
3 Activities are analysed from the RACI matrix Not applicable Not applicable
4 Skills and attributes are analysed from the RACI matrix Not applicable Not applicable
5 Process owner roles and responsibilities are defined and scoped Not applicable Not applicable
6 Service Design Manager roles and responsibilities are defined and scoped Not applicable Not applicable
7 IT Planner roles and responsibilities are defined and scoped Not applicable Not applicable
8 IT designer / Architect roles and responsibilities are defined and scoped Not applicable Not applicable
9 Service Catalogue Manager roles and responsibilities are defined and scoped Not applicable Not applicable
10 Service Level Manager roles and responsibilities are defined and scoped Not applicable Not applicable
11 Availability Manager roles and responsibilities are defined and scoped Not applicable Not applicable
12 Service Continuity Manager roles and responsibilities are defined and scoped Not applicable Not applicable
13 Capacity Manager roles and responsibilities are defined and scoped Not applicable Not applicable
14 Security Manager roles and responsibilities are defined and scoped Not applicable Not applicable
15 Supplier Manager roles and responsibilities are defined and scoped Not applicable Not applicable
SCORE 0 0

6 Service Design Technology Considerations Participant 1 Participant 2

1 We have tools and techniques that enable hardware design Not applicable Not applicable
2 We have tools and techniques that enable software design Not applicable Not applicable
3 We have tools and techniques that enable environmental design Not applicable Not applicable
4 We have tools and techniques that enable process design Not applicable Not applicable
5 We have tools and techniques that enable data design Not applicable Not applicable

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6 Our tools manage of all stages of the service lifecycle Not applicable Not applicable
7 Our tools manage all aspects of the services and its performance Not applicable Not applicable
8 Our tools enable service achievement, SLA, OLA and all contractual management Not applicable Not applicable
9 Our tools have consolidated metrics and metrics trees (dashboards) with drill down functionalities Not applicable Not applicable
10 Our tools give us consistent and consolidated views across all processes, systems, technologies and groups Not applicable Not applicable
11 Our tools show us the relationships and integration of the business and its processes with IT services, systems and processes Not applicable Not applicable
12 Our tools offer us a comprehensive set of search and reporting facilities Not applicable Not applicable
13 Our tools enable us to manage the service costs Not applicable Not applicable
14 Our tools enable us to manage the relationships, interfaces and inter-dependencies Not applicable Not applicable
15 Our tools enable the management of the service portfolio and service catalogue Not applicable Not applicable
16 We have a Configuration Management system (CMS) Not applicable Not applicable
17 We have a Service Knowledge Management System (SKMS) Not applicable Not applicable
SCORE 0 0

7 Service Design Process Implementation Considerations Participant 1 Participant 2

1 A Business Impact Analysis is used to define our critical services and what constitutes a Major incident Not applicable Not applicable
2 A Business Impact Analysis is used to define acceptable levels and times of service outage levels Not applicable Not applicable
3 A Business Impact Analysis is used to define critical business and service periods Not applicable Not applicable
4 A Business Impact Analysis is used to define the cost of loss of service Not applicable Not applicable
5 A Business Impact Analysis is used to define the potential security implications of a loss of service Not applicable Not applicable
6 Service Level Requirements for all services are ascertained Not applicable Not applicable
7 Risks to the Services and processes are assessed Not applicable Not applicable
8 Service Design is implemented by starting with a Vision, knowing where we are now, where we want to be, how we get there, hoe we will know we Not applicable Not applicable
9 There a measurement systems in place for Service Design (e.g. Six Sigma) Not applicable Not applicable
10 The Prerequisites for success (PFS) are clearly defined Not applicable Not applicable
11 The critical success factors and key performance indicators are defined Not applicable Not applicable
SCORE 0 0

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Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

356961499.xls
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0

356961499.xls
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 0 0 0
0 0 0 0 0 0 0 0 0 0 0

356961499.xls
 randomscores

Page 18
 randomscores

1
1

Page 19
randomscores

Page 20
randomscores

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Questionnaire Results

Repeatable - basic Managed - Processes are Optimising -

processes and Defined - All processes measured by collecting Continuous process
Initial - processes activities are and activities are detailed data on the improvement is
Service Design responses all and activities are established and there defined, documented, processes and their adopted. Process
adhoc or chaotic or is a level of discipline standardised and quality and appropriately and activities are
participants undefined and adherence integrated together improved mature Nbr of Responses

Service Management as a Practice 0 0 0 0 0 0

Service Design Principles 0 0 0 0 0 0
Service Design Processes 0 0 0 0 0 0
Service Design Technology Related
Activities 0 0 0 0 0 0
Organising for Service Design 0 0 0 0 0 0
Service Design Technology
Considerations 0 0 0 0 0 0
Service Design Process Implementation Considerations 0 0 0 0 0 0

Service Design Average

score all participants, all
questions Average Score SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answered.
Service Management as a Practice 0
Service Design Principles 0
Service Design Processes 0
Service Design Technology Related
Activities 0
Organising for Service Design 0
Service Design Technology
Considerations 0
Service Design Process Implementation Considerations 0

Service
Design Service Design
Technology Organising Service Design Process Service Service
Service Design Related for Service Technology Implementation Management Design
Participant Processes Activities Design Considerations Considerations as a Practice Principles
Participant 1 0 0 0 0 0 0 0
Participant 2 0 0 0 0 0 0 0
Participant 3 0 0 0 0 0 0 0
Participant 4 0 0 0 0 0 0 0
Participant 5 0 0 0 0 0 0 0
Participant 6 0 0 0 0 0 0 0
Participant 7 0 0 0 0 0 0 0
Participant 8 0 0 0 0 0 0 0
Participant 9 0 0 0 0 0 0 0
Participant 10 0 0 0 0 0 0 0
 Average Service Design Readiness Score - all participants, all questions

Service Management as a Practice

Service Design Process Implementation Considerations 1 Service Design Principles

0.5

0 Average Score
Service Design Technology Considerations Service Design Processes

Organising for Service Design Service Design Technology Related Activities

Summary of all Responses per Service Design area

Optimising - Continuous
process improvement is
adopted. Process and
activities are mature
Average score per process
Participant View

0.9

0.8
Service Design Processes
0.7
Service Design Technology Related
0.6 Activities

0.5 Organising for Service Design

0.4 Service Design Technology

Considerations

0.3
Service Design Process Implementation
Considerations
0.2
Service Management as a Practice
0.1
Service Design Principles
0