Where are potential risks in service delivery?

Overlapping services create potential points of conflict when two services compete for the same asset to deliver the service. If one asset fails, multiple services can be disrupted. Consider whether assets delivering services should be optimized to prevent service collisions and reduce risk to service delivery.

1. Go to the business question What are our service overlaps? and click the   local filter button.
2. Select a business service or support service in the Service field. In the Overlapping Services field, select one or more services to understand the assets these services have in common.
3. Click Update and click X to close the filter panel. Any asset highlighted red delivers many similar services and requires attention.
4. Review which service items are specified for the services. Double-click each  ,   ,  , etc. number symbols to open a data workbench where you can see all service items for the service including the assets that deliver the service.
5. Review the redundant use of assets to deliver services and consider where it might be better to change the service delivery.
   • Drag-and-drop an asset from one matrix cell to another to redefine the service that it delivers.
   • Select an asset an and click the Detach Architecture Element button to remove the asset from a business service.
   • Click the matrix cell for a business service and click the  plus sign button > Add Existing Architecture Element to specify that a new asset delivers the business service.