Strategy
Service Blueprint
Also known as: Service blueprinting
Plain English
A map of how a glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term works behind the scenes.
Definition
A glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term blueprint is a visual map that shows how a service is delivered, including frontstage and backstage glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term.
In practice
Used to align teams and understand how glossarySystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term, people, and glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term interact.
In context
Its value is in the backstage rows. The frontstage is usually well understood; the failures live in the handovers and glossarySystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term the customer never sees.
The reality
Blueprints are often created but not maintained or used.
Compared with
Service Blueprint vs Journey Map
A journey map takes the customer's view across their experience. A blueprint adds everything behind the line of visibility: staff actions, glossarySystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term, support glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term. The map shows the problem; the blueprint shows what causes it.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What is a service blueprint?
It is a map of how a glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term operates.
Why are service blueprints important?
They align teams and reveal glossaryDependencyA dependency is a component or system that another part of the system relies on to function.Open glossary term.
What do they include?
Frontstage, backstage, and support glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term.
What is a common issue?
They are not kept up to date.
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