01 / DISCOVERFind the signal
Clarify the desired outcomes, users, current process, system dependencies, data, and constraints. Agree on what evidence would show that improvement is real.
- Stakeholder and workflow discovery
- Baseline and opportunity assessment
- Dependencies, assumptions, and risk register
02 / DESIGNMake it make sense
Shape the service around people and operations, then confirm architecture, ownership, approval paths, cost drivers, and failure handling.
- Service blueprint and target-state options
- Human review and exception design
- Delivery plan and success measures
03 / DELIVERBuild for real life
Implement a bounded solution with representative users, data, and integrations. Validate quality and readiness before moving into broader use.
- Incremental configuration and integration
- Security, usability, and quality checks
- Documentation and knowledge transfer
04 / EVOLVEKeep getting better
Review adoption, outcomes, reliability, and feedback with accountable owners. Adjust the service as processes, policies, and needs change.
- Operational ownership and support model
- Outcome and risk review cadence
- Prioritized improvement backlog