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How to launch digital business services



“Digital transformation” is at the top of the agenda for most corporate and public‑sector organizations. But interpretations of this agenda vary widely. For some, it’s a matter of launching new digital business lines. For others, “transformation” is about scaling Agile and DevOps. In many cases, there’s no clear, systematic, and repeatable method for using technology to simplify, standardize, and automate the work of the enterprise, whether that work is internal or customer‑facing.

Our experience with digital transformation across customers has surfaced a three‑stage framework for launching digital business services, regardless of business line, or whether the service customer is an employee, end‑customer, or supplier:

Follow these stages to launch your organization’s digital services:

Stage 1: Establish a system of engagement

The construction of a digital business service begins with the customer—by developing a system of engagement built around the organization’s most viable digitization use cases.

Stage 2: Define the processes and roles

To deliver an outcome to a customer, a digital business service requires a baseline set of defined processes for support and governance and clear roles and responsibilities to support them.

Stage 3: Build insight and integration

You can unlock the full value of digitization with insight. Service and process owners should collaborate to develop performance measures and integrate with related systems.

Tools and resources

Explore additional phases


You want to be sure everything is in place for a smooth, successful deployment.


You want to be sure you’re following best practices during implementation.


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