Introduction

This spreadsheet system allows you to conduct a mini Service Design Readiness Assessment. You may substitute your own questions should you require.
It has been developed as a starting point to highlight areas that require particular attention and to give you some idea of process maturity.
For more detailed assessment exercises you may need to employ outside consultants.

If you do employ Service Management consultants you can present the findings of this spreadsheet to help them rapidly understand some of your current issues.
This in itself is a time saving (and therefore) cost saving exercise.

This spreadsheet has been designed for 10 participants.

You could use multiple spreadsheets to do a large group or modify formulas etc.

You can use this spreadsheet as the starting point for enhancements (one suggestion is to use Pivot Tables, for even more powerful analysis).

Please note that macros may need to be enabled to use the functionality in your environment and that you may need to file in an appropriate format.
 Data entry
Below are the only valid entries for the assessment
Each person must use the drop down box and select an answer for each question for each process area.

1 Initial - processes and activities are adhoc or chaotic or undefined

2 Repeatable - basic processes and activities are established and there is a level of discipline and adherence
3 Defined - All processes and activities are defined, documented, standardised and integrated together
Managed - Processes are measured by collecting detailed data on the processes and their quality and appropriately
4 improved
5 Optimising - Continuous process improvement is adopted. Process and activities are mature

Step 1 - Enter the names of the participants here :

Participant 1
Participant 2
Participant 3
Participant 4
Participant 5
Participant 6
Participant 7
Participant 8
Participant 9
Participant 10
Step 2 - Now have each participant answer each question for each Service Design area, under their name.

1 Service Management as a Practice Participant 1 Participant 2

1 Service Management is clearly defined 4 Not applicable

2 We know what our services are 4 Not applicable
3 We are able to measure our processes in a relevant manner 1 Not applicable
4 The reason our processes exist is to deliver a specific result 4 Not applicable
5 Every process delivers its primary results to a customer or stakeholder 4 Not applicable
6 We adopt a holistic approach for all Service Design aspects and areas to ensure consistency and integration 3 Not applicable
7 We actively manage the design of new or changed services 1 Not applicable
8 We actively manage the design of the service portfolio, including the Service Catalogue 1 Not applicable
9 We actively manage the design of the processes required 3 Not applicable

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10 We actively manage the design of measurement methods and metrics 1 Not applicable
11 We agree service levels, SLAs and targets across the whole organisation, ensuring critical business processes receive most attention 1 Not applicable
12 We measure IT quality in business/user terms, reporting what is relevant to users 1 Not applicable
13 We map business processes to IT infrastructure 3 Not applicable
14 We map business processes to business and service measurements 1 Not applicable
15 We map infrastructure resources to services 3 Not applicable
16 We provide end-to-end online business processes performance monitoring 3 Not applicable
17 We provide IT Services that are business and customer oriented, focused and driven 3 Not applicable
18 We provide IT Services that are cost effective and secure 4 Not applicable
19 We provide IT Services that are flexible and adaptable, yet fit for purpose at the point of delivery 3 Not applicable
20 We provide IT Services that can absorb an ever-increasing demand in the volume and speed of change 3 Not applicable
21 We provide IT Services that meet increasing business demands for continuous operation 3 Not applicable
22 We provide IT Services that are managed and operated to an acceptable level of risk 3 Not applicable
23 We provide IT Services that are responsive with appropriate availability matched to business needs 3 Not applicable
24 An IT Strategy or Steering Group carries the overall accountability for setting governance, direction, policy and strategy for IT Services 3 Not applicable
SCORE 31 0

2 Service Design Principles Participant 1 Participant 2

1 New service solutions are added to the service portfolio from the concept phase 3 Not applicable
2 Service Level Requirements for a new service are understood before it goes live 3 Not applicable
3 Capacity Management is involved in modelling the Service Level Requirements 3 Not applicable
4 Financial Management is involved to set the budget 4 Not applicable
5 An initial Business impact analysis and Risk assessment is conducted before implementation 4 Not applicable
6 The Service Desk is made aware of new services, prepared and trained 4 Not applicable
7 Service transition plans the implementation and builds it into the forward schedule 1 Not applicable
8 Supplier Management is involved if procurement is required for the new service 4 Not applicable
9 We design services to satisfy business objectives 3 Not applicable
10 We design services that can be easily and efficiently developed 3 Not applicable
11 We design efficient and effective processes 3 Not applicable
12 We identify and manage risks prior to services becoming live 4 Not applicable
13 We design secure and resilient IT Services 3 Not applicable
14 We design measurement methods and metrics for processes and their deliverables 4 Not applicable
15 We produce and maintain IT design plans 3 Not applicable
16 We assist in the development of design policies and standards 1 Not applicable
17 We balance design between functionality, resources and schedules 1 Not applicable
18 We identify Service Requirements 3 Not applicable
19 We identify and document Business Requirements and Drivers 1 Not applicable
20 We collect, analyse and engineer requirements 1 Not applicable
21 We design appropriate services, technologies, processes that meet business requirements 2 Not applicable
22 We review and revise all processes and documents involved in service Design 2 Not applicable

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23 We liaison with all other design and planning activities and roles 2 Not applicable
24 Our service portfolio clarifies why a customer should buy these services 1 Not applicable
25 Our service portfolio clarifies why customers should buy these services from us 1 Not applicable
26 Our service Portfolio clarifies what the pricing and chargeback models are 1 Not applicable
27 We evaluate alternative solutions 4 Not applicable
28 We have a procurement process for procuring the preferred solution 4 Not applicable
29 We use a SOA approach for designing and developing business processes and solutions 1 Not applicable

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30 We use BSM to enable It components to be linked to business goals 1 Not applicable
SCORE 55 0

3 Service Design Processes Participant 1 Participant 2

1 We have defined Service Catalogue Management's Purpose, Goal and Objective 2 Not applicable
2 We have defined Service Catalogue Management's Scope 1 Not applicable
3 We have defined Service Catalogue Management's Value to the business 1 Not applicable
4 We have defined Service Catalogue Management's Policies, Principles and basic concepts 1 Not applicable
5 We have defined Service Catalogue Management's Process Activities, Methods and Techniques 1 Not applicable
6 We have defined Service Catalogue Management's Triggers, Imputs, Outputs and interfaces 1 Not applicable
7 We have defined Service Catalogue Management's KPIs 1 Not applicable
8 We have defined Service Catalogue Management's Challenges, Critical Success Factors and Risks 1 Not applicable
1 Not applicable
9 We have defined Capacity Management's Purpose, Goal and Objective 4 Not applicable
10 We have defined Capacity Management's Scope 4 Not applicable
11 We have defined Capacity Management's Value to the business 3 Not applicable
12 We have defined Capacity Management's Policies, Principles and basic concepts 1 Not applicable
13 The Business Capacity Management sub-process is defined 1 Not applicable
14 The Service Capacity Management sub-process is defined 1 Not applicable
15 The Component Capacity Management sub-process is defined 1 Not applicable
16 We have defined Capacity Management's Process Activities, Methods and Techniques 1 Not applicable
17 The underpinning activities (tuning, utilisation and response time monitoring etc.) of Capacity Management are defined 1 Not applicable
18 Threshold management and control is defined 1 Not applicable
19 Demand Management is defined 1 Not applicable
20 Modelling and trending are defined 1 Not applicable
21 Application sizing is defined 1 Not applicable
22 We have defined Capacity Management's Triggers, Imputs, Outputs and interfaces 1 Not applicable
23 We have defined Capacity Management's KPIs 1 Not applicable
24 We have defined Capacity Management's Information Management reporting 1 Not applicable
25 We have defined Capacity Management's Challenges, Critical Success Factors and Risks 1 Not applicable
1 Not applicable
26 We have defined Availability Management's Purpose, Goal and Objective 3 Not applicable
27 We have defined Availability Management's Scope 3 Not applicable
28 We have defined Availability Management's Value to the business 2 Not applicable
29 We have defined Availability Management's Policies, Principles and basic concepts 1 Not applicable
30 We have defined Availability Management's Process Activities, Methods and Techniques 1 Not applicable
31 The Reactive activities of Availability Management are Defined 1 Not applicable
32 The Proactive activities of Availability Management are defined 1 Not applicable
33 We have defined Availability Management's Triggers, Imputs, Outputs and interfaces 1 Not applicable
34 We have defined Availability Management's KPIs 1 Not applicable

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35 We have defined Availability Management's Information Management reporting 1 Not applicable
36 We have defined Availability Management's Challenges, Critical Success Factors and Risks 1 Not applicable
1 Not applicable
37 We have defined Service Continuity Management's Purpose, Goal and Objective 3 Not applicable
38 We have defined Service Continuity Management's Scope 3 Not applicable
39 We have defined Service Continuity Management's Value to the business 3 Not applicable
40 We have defined Service Continuity Management's Policies, Principles and basic concepts 1 Not applicable
41 We have defined Service Continuity Management's Process Activities, Methods and Techniques 1 Not applicable
42 Service Continuity Management's Stage 1: Initiation is defined 1 Not applicable
43 Service Continuity Management's Stage 2: Requirements and Strategy is defined 1 Not applicable
44 Service Continuity Management's Stage 3: Implementation is defined 1 Not applicable
45 Service Continuity Management's Stage 4:On-going Operation is defined 1 Not applicable
46 We have defined Service Continuity Management's Triggers, Imputs, Outputs and interfaces 1 Not applicable
47 We have defined Service Continuity Management's KPIs 1 Not applicable
48 We have defined Service Continuity Management's Information Management reporting 1 Not applicable
49 We have defined Service Continuity Management's Challenges, Critical Success Factors and Risks 1 Not applicable
1 Not applicable
50 We have defined Information Security Management's Purpose, Goal and Objective 4 Not applicable
51 We have defined Information Security Management's Scope 3 Not applicable
52 We have defined Information Security Management's Value to the business 3 Not applicable
53 We have defined Information Security Management's Policies, Principles and basic concepts 1 Not applicable
54 We have a defined Security Framework 1 Not applicable
55 We have an Information Security Policy 1 Not applicable
56 We have an Information Security Policy Management System 1 Not applicable
57 We have defined Information Security Management's Process Activities, Methods and Techniques 1 Not applicable
58 Information Security Management's Security Controls are defined 1 Not applicable
59 Information Security Management's Management of security breaches and incidents is defined 1 Not applicable
60 We have defined Information Security Management's Triggers, Imputs, Outputs and interfaces 1 Not applicable
61 We have defined Information Security Management's KPIs 1 Not applicable
62 We have defined Information Security Management's Information Management reporting 1 Not applicable
63 We have defined Information Security Management's Challenges, Critical Success Factors and Risks 1 Not applicable
1 Not applicable
64 We have defined Supplier Management's Purpose, Goal and Objective 3 Not applicable
65 We have defined Supplier Management's Scope 3 Not applicable
66 We have defined Supplier Management's Value to the business 3 Not applicable
67 We have defined Supplier Management's Policies, Principles and basic concepts 1 Not applicable
68 We have defined Supplier Management's Process Activities, Methods and Techniques 1 Not applicable
69 We have defined how we evaluate new suppliers and contracts 1 Not applicable
70 We maintain a SDC (supplier and Contracts Database) 1 Not applicable
71 We have defined how we establish new suppliers and contracts 1 Not applicable
72 We have defined how we manage supplier, contract management and performance 1 Not applicable
73 We have defined how we manage contract renewal and / or termination 1 Not applicable

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74 We have defined Supplier Management's Triggers, Imputs, Outputs and interfaces 1 Not applicable
75 We have defined Supplier Management's KPIs 1 Not applicable
76 We have defined Supplier Management's Information Management reporting 1 Not applicable
77 We have defined Supplier Management's Challenges, Critical Success Factors and Risks 1 Not applicable
SCORE 115 0

4 Service Design Technology Related Activities Participant 1 Participant 2

1 Defining Functional requirements is an integral part of requirements engineering 1 Not applicable

2 Defining Management and operational requirements is an integral part of requirements engineering 1 Not applicable
3 Defining Usability requirements is an integral part of requirements engineering 1 Not applicable
4 Interviews are used as a Requirements investigation technique 4 Not applicable
5 Workshops are used as a Requirements investigation technique 3 Not applicable
6 Observation is used as a Requirements investigation technique 4 Not applicable
7 Protocol analysis is used as a Requirements investigation technique 1 Not applicable
8 Shadowing is used as a Requirements investigation technique 1 Not applicable
9 Scenario analysis is used as a Requirements investigation technique 3 Not applicable
10 Prototyping is used as a Requirements investigation technique 3 Not applicable
11 Requirements are documented in a standardized way in the requirements catalogue 4 Not applicable
12 Management of Data resources is defined within the scope of Data Management 1 Not applicable
13 Management of Data/information technology is defined within the scope of Data Management 1 Not applicable
14 Management of information processes is defined within the scope of Data Management 1 Not applicable
15 Management of data standards and policies is defined within the scope of Data Management 1 Not applicable
16 Data is valued as an asset 4 Not applicable
17 Data is classified as operational, tactical and strategic 3 Not applicable
18 Data standards are defined and managed 3 Not applicable
19 Data ownership is defined and managed 4 Not applicable
20 Data migration is defined and managed 4 Not applicable
21 Data storage is defined and managed 4 Not applicable
22 Data capture is defined and managed 3 Not applicable
23 Data retrieval and usage is defined and managed 3 Not applicable
24 Data integrity is addressed and managed 4 Not applicable
25 The application portfolio is described in Application Management 1 Not applicable
26 Applications and Service Portfolios are linked in Application Management 1 Not applicable
27 CASE tools and repositories are used and aligned in Application Management 1 Not applicable
28 The Design of specific applications is managed in Application Management 1 Not applicable
29 Managing trade-offs is addressed in Application Management 1 Not applicable
30 The application portfolio is described in Application Management 1 Not applicable
31 Application Development covers consistent coding conventions 1 Not applicable
32 Application Development covers application independent building guidelines 1 Not applicable
33 Application Development covers operability testing 1 Not applicable

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34 Application Development covers management checklists for the building phase 1 Not applicable
35 Application Development covers organization of the build team roles 1 Not applicable
36 Major outputs from the development phase are scripts to be run before or after deployment 1 Not applicable
37 Major outputs from the development phase are scripts to start or stop the application 1 Not applicable
38 Major outputs from the development phase are scripts to check hardware and software configurations of environments before deployment 1 Not applicable
39 Major outputs from the development phase are customized scripts to manage the application 1 Not applicable
40 Major outputs from the development phase are specifications of access control for the system resources used by the application 1 Not applicable
41 Major outputs from the development phase are specifications of the details required to track an application's major transaction 1 Not applicable
42 Major outputs from the development phase are SLA targets and requirements 1 Not applicable
43 Major outputs from the development phase are operational requirements and documentation 1 Not applicable
44 Major outputs from the development phase are support requirements 1 Not applicable
45 Major outputs from the development phase are procedures for application recovery and back-ups 1 Not applicable
SCORE 83 0

5 Organising for Service Design Participant 1 Participant 2

1 The RACI model is used to define the roles and responsibilities for Service Design 1 Not applicable
2 Functional roles are analysed from the RACI matrix 1 Not applicable
3 Activities are analysed from the RACI matrix 1 Not applicable
4 Skills and attributes are analysed from the RACI matrix 1 Not applicable
5 Process owner roles and responsibilities are defined and scoped 4 Not applicable
6 Service Design Manager roles and responsibilities are defined and scoped 1 Not applicable
7 IT Planner roles and responsibilities are defined and scoped 1 Not applicable
8 IT designer / Architect roles and responsibilities are defined and scoped 1 Not applicable
9 Service Catalogue Manager roles and responsibilities are defined and scoped 1 Not applicable
10 Service Level Manager roles and responsibilities are defined and scoped 1 Not applicable
11 Availability Manager roles and responsibilities are defined and scoped 1 Not applicable
12 Service Continuity Manager roles and responsibilities are defined and scoped 1 Not applicable
13 Capacity Manager roles and responsibilities are defined and scoped 1 Not applicable
14 Security Manager roles and responsibilities are defined and scoped 1 Not applicable
15 Supplier Manager roles and responsibilities are defined and scoped 3 Not applicable
SCORE 20 0

6 Service Design Technology Considerations Participant 1 Participant 2

1 We have tools and techniques that enable hardware design 1 Not applicable
2 We have tools and techniques that enable software design 1 Not applicable
3 We have tools and techniques that enable environmental design 1 Not applicable
4 We have tools and techniques that enable process design 1 Not applicable
5 We have tools and techniques that enable data design 1 Not applicable

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6 Our tools manage of all stages of the service lifecycle 1 Not applicable
7 Our tools manage all aspects of the services and its performance 3 Not applicable
8 Our tools enable service achievement, SLA, OLA and all contractual management 1 Not applicable
9 Our tools have consolidated metrics and metrics trees (dashboards) with drill down functionalities 1 Not applicable
10 Our tools give us consistent and consolidated views across all processes, systems, technologies and groups 1 Not applicable
11 Our tools show us the relationships and integration of the business and its processes with IT services, systems and processes 3 Not applicable
12 Our tools offer us a comprehensive set of search and reporting facilities 3 Not applicable
13 Our tools enable us to manage the service costs 3 Not applicable
14 Our tools enable us to manage the relationships, interfaces and inter-dependencies 1 Not applicable
15 Our tools enable the management of the service portfolio and service catalogue 1 Not applicable
16 We have a Configuration Management system (CMS) 1 Not applicable
17 We have a Service Knowledge Management System (SKMS) 1 Not applicable
SCORE 25 0

7 Service Design Process Implementation Considerations Participant 1 Participant 2

1 A Business Impact Analysis is used to define our critical services and what constitutes a Major incident 2 Not applicable
2 A Business Impact Analysis is used to define acceptable levels and times of service outage levels 1 Not applicable
3 A Business Impact Analysis is used to define critical business and service periods 1 Not applicable
4 A Business Impact Analysis is used to define the cost of loss of service 1 Not applicable
5 A Business Impact Analysis is used to define the potential security implications of a loss of service 1 Not applicable
6 Service Level Requirements for all services are ascertained 3 Not applicable
7 Risks to the Services and processes are assessed 4 Not applicable
8 Service Design is implemented by starting with a Vision, knowing where we are now, where we want to be, how we get there, hoe we will 3 Not applicable
9 There a measurement systems in place for Service Design (e.g. Six Sigma) 1 Not applicable
10 The Prerequisites for success (PFS) are clearly defined 1 Not applicable
11 The critical success factors and key performance indicators are defined 1 Not applicable
SCORE 19 0

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Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
0 0 0 0 0 0 0 0 31 13 2.3846154

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 2 1 2
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 2 1 2

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 2 1 2
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
0 0 0 0 0 0 0 0 55 19 2.8947368

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 2 1 2
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 2 1 2
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
0 0 0 0 0 0 0 0 115 81 1.4197531

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1

387361167.xls
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
0 0 0 0 0 0 0 0 83 45 1.8444444

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
0 0 0 0 0 0 0 0 20 15 1.3333333

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1

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Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
0 0 0 0 0 0 0 0 25 17 1.4705882

Participant 3 Participant 4 Participant 5 Participant 6 Participant 7 Participant 8 Participant 9 Participant 10 Total Count Avg

Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 2 1 2
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 4 1 4
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 3 1 3
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable 1 1 1
0 0 0 0 0 0 0 0 19 11 1.7272727

387361167.xls
 randomscores

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 randomscores

1
1

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randomscores

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Questionnaire Results

Repeatable - basic Managed - Processes are Optimising -

processes and Defined - All processes measured by collecting Continuous process
Initial - processes activities are and activities are detailed data on the improvement is
and activities are established and there defined, documented, processes and their adopted. Process
adhoc or chaotic or is a level of discipline standardised and quality and appropriately and activities are
Service Design responses all participants undefined and adherence integrated together improved mature Nbr of Responses

Service Management as a Practice 6 0 3 4 0 13

Service Design Principles 4 0 9 6 0 19
Service Design Processes 66 2 11 3 0 82

Service Design Technology Related Activities 30 0 7 8 0 45

Organising for Service Design 13 0 1 1 0 15

Service Design Technology Considerations 13 0 4 0 0 17

Service Design Process Implementation Considerations 7 1 2 1 0 11

Service Design Average score all

participants, all questions Average Score SPECIAL NOTE: The use of the AVERAGE as a statistical measurement has some inherent weaknesses.
The Average takes into account the extreme values. Use the MODE function to get a representative value of what most participants answe
Service Management as a Practice 2.3846153846
Service Design Principles 2.8947368421
Service Design Processes 1.4197530864

Service Design Technology Related Activities 1.8444444444

Organising for Service Design 1.3333333333

Service Design Technology Considerations 1.4705882353

Service Design Process Implementation Considerations 1.7272727273

Service
Design Service Design
Service Technology Organising Service Design Process Service Service
Design Related for Service Technology Implementation Management Design
Participant Processes Activities Design Considerations Considerations as a Practice Principles
Participant 1 115 83 20 25 19 31 55
Participant 2 0 0 0 0 0 0 0
Participant 3 0 0 0 0 0 0 0
Participant 4 0 0 0 0 0 0 0
Participant 5 0 0 0 0 0 0 0
Participant 6 0 0 0 0 0 0 0
Participant 7 0 0 0 0 0 0 0
Participant 8 0 0 0 0 0 0 0
Participant 9 0 0 0 0 0 0 0
Participant 10 0 0 0 0 0 0 0
s answered.
 Average Service Design Readiness Score - all participants, all questions

Service Management as a Practice

Service Design Process Implementation Considerations 4 Service Design Principles

0 Average Score
Service Design Technology Considerations Service Design Processes

Organising for Service Design Service Design Technology Related Activities

 Summary of all Responses per Service Design area

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Average score per process
Participant View
140

120

100 Service Design Processes

Service Design Technology Related

80 Activities

Organising for Service Design

60
Service Design Technology
Considerations

40
Service Design Process Implementation
Considerations

20 Service Management as a Practice

Service Design Principles

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