Today, we are seeing the roles of Service Delivery and IT Service Delivery blur–because codeless (sometimes called ‘No Code’) applications platforms are re-defining how service design and operations work. Central to this transformation is the role of co-creation workshops. In this article, we examine how technology and methods are transforming the roles and functions of the enterprise service delivery function.


Before we jump in, let’s cover the definitions of these two terms:

Service Delivery is about the delivery of services to customers of an enterprise, achieved through designing better services, managing projects, registering and correcting errors, tracking performance, managing spend, and ensuring the optimal delivery of services. It ensures that binding rules exist for the internal processes that underpin delivery. 

IT Service Delivery, as the name suggests, frames how the IT function of the enterprise provides its users (customers) access to IT services, including the applications, data storage, data safeguarding and other business resources and functional services needed to fulfil IT services.

Traditionally, Service Delivery was about creating services that maximized customer experience and minimized operating costs, while IT Service Delivery was about the delivery of IT services BY the IT function of an enterprise TO its users and stakeholders. But that’s changing.

Enter the new world of co-creation

What’s changed is the new paradigm of Co-Creation workshops.

Co-creation Workshop happens when Service Delivery project leaders and Business Analysts come together with customers and stakeholders in meetings to design new app prototypes (and services). Any systems development happens ‘across-the-desk’ in near-real-time using built-for-purpose design and publishing tools. At Newton-Day, we’ve been using co-creation methods to supercharge customer experience results since we began, so it’s a core part of the way we work with our B2B tech clients.

How co-creation works

Codeless (‘No Code’) Software – A game-changer for service delivery

What makes all this possible has been the emergence of codeless (No-Code) design, integration and publishing software tools that facilitate open collaboration. Removing use (and the presence) of code and script means that everyone in the workshop can see how the service will work. It removes the barrier between IT and the business.

Drag-and-drop codeless app design tools mean that non-coders can create enterprise-grade service delivery apps under the guidance of IT…

Encanvas supports a design approach called Live Wireframing which allows Business Analysts and Consultants in our team to create prototypes of applications and services so we can help our clients to fully appreciate how a solution will work. This allows Users to test and tune apps before they’e deployed. And of course, because there’s no manual coding, there’s no de-bugging or lengthy testing required, so prototypes are completed in rapid time.

Additionally, Encanvas includes powerful data integration technologies like HyperDrive that mean we’re not constrained by the features of the app platform we’re using.

What it means for Customer Experience Service Delivery Roles

Adopting co-creation workshops means that service delivery roles responsible for improving the quality of customer experience can engage with customers and stakeholders through workshops. You can involve the people that directly benefit from a service in the design process. The result is always better quality, more useful apps, that are inherently intuitive for the community of users they serve.

The good thing about codeless technology is that it’s cheap to change the design of apps, not just once but many times. Making this iterative approach affordable means that projects don’t run out of steam or money before the best outcome is delivered.

What it means for IT Service Delivery Roles

IT service delivery roles have the opportunity to blend with customer experience service delivery. The absence of coding or scripting means the skill required for app design and delivery can be de-skilled and roles split between non-coding business analysts (who design the services) and IT experts (who deliver and maintain them — with a focus on service continuity, not origination).

What we do at Newton Day

As a business focused on customer experience and helping organizations to make profitable conversations with their customers, a big part of what we do at Newton Day is running service delivery and transformation. We use co-creation workshops as our preferred method of transforming service performance, normally with oversight provided by the internal IT teams of our client who manage the app platform ecosystem, and take over the running of apps once designed.

Given the increasing availability of codeless app platforms like Encanvas to service delivery teams today–and with prices of technology being constantly driven down–I expect we’re going to see many more organizations and suppliers adopting similar delivery models.

About the Author

Ian Tomlin Pic

Ian Tomlin

CEO Newton Day

Ian Tomlin is a business management consultant, having led a career as a CEO, marketer, tech innovator, and business writer. He founded and is CEO of the marketing and innovation company Newton Day where he helps businesses tell their product stories and make conversation with their customers. His writing includes fourteen titles including the 60-Minute Expert series of ultimate ‘how-to’ guides for practitioners. Follow him on LinkedIn or Twitter.

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