From the course: Agile Service Management

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Functionality and qualities

Functionality and qualities

From the course: Agile Service Management

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Functionality and qualities

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- [Instructor] Besides their configuration, organization, brands, and offerings have functionality, that is their features or what they can do or what you can do with them. As you can see here, that functionality includes any telemetry we stand up to understand an empty state and to allow us to direct and control that state through a management system. Stakeholders get their jobs to be done done through functionality, which we should create to satisfy user stories under jobs to be done. You can think of jobs to be done as the overall thing stakeholders seek to achieve and the user stories as more granular pieces of doing so. Here we see that there's two types of functionality: what the user sees and uses, user functionality, and telemetry, the features we add on to an offering so that we can direct and control it with our management system. For example, if we have a landscaping company, what do we have in place to tell if a particular crew has a client cancel on them and is available…

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