Client experience is the starting point of all service offerings. When designing services to support your organization it is essential to start with the experience of your users (both internal and external) in mind.
Once you are aware how your services impact the lives or responsibilities of others that’s when you reverse engineer the process to make sure proper people and resources are allocated in order to ensure success. Services can be centralized, federated or distributed, but they should never fragment user experience and negatively impact organizational performance.