Mature levels of service requires product teams to recognise the relative importance of delivering new features and providing excellent service through the existing feature set. The teams have well understood processes for being notified of and resolving defects. Support for the solutions is underpinned by well-defined service models that are reviewed and updated as the solutions and teams that support them evolve.

Service Effectiveness reflects the ability of teams to deliver the agreed Quality of Service to our colleagues and customers.

We seek to maximise the Rate of Delivery and Quality of Service achieved by Product Teams by automating key aspects of their work. Building instrumentation into the heart of our products enables Teams to detect, identify and correct operational problems very quickly. Providing insight into nascent problems before they have an operational impact allows teams to take pre-emptive corrective action. This means that customers do not suffer a reduction in service. Other teams, such as front-line support, do not suffer increased volumes of support calls.

Work to deliver the Roadmap is prioritised by focusing on the value that new or enhanced features will create for our customers or colleague. This value is hypothetical until the features are released and we can start to measure real value creation. We seek to measure value in order to prove or disprove our hypotheses that led us to create the features.

Measurement is central to our ability to make decisions based on our record of delivery, service, value creation and the health of the teams that support the product. A mature approach to measurement helps to ensure that data is gathered, analysed and used consistently. This enables teams to react consistently and robustly to changes in the business, technical and working contexts.