Wiley & sas business Series

    Figure 5.2   Service Design 

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  Every business analytics service does one of three things. It helps 
set direction, helps deliver, or helps identify opportunities for improve-
ment. These “activity” services provide support across the major 
aspects of the business—strategic planning, operational execution, and 
continuous optimization. 
 Every one of these services is focused on one of three things: tech-
nology, the business, or developing capability. The intersection of each 
of these helps defi ne specifi c support services that help create internal 
or external value. 
 Not every organization has complete coverage across all of these 
areas. And, not all of these need to be offered by the same group. 
For example, technology support services are often managed by IT. 
Capability support may be managed by human resources (HR). Business 
support may be managed by a center of excellence. What ’s important is 
identifying gaps and closing them.