Derek, thanks for your book tip! I’m actually writing an academic paper on the topic of service design vs. ArchiMate models and concepts so I’m open to all sources which can help we establish these arguments better. I wasn’t able to locate the book at a 1ocal libary so I’d highly appreaciate me if you can share the book with me!
My email-address is:
If you are interested in the topic, I will be posting my progress here, Twitter and on LinkedIn. Service design models such as customer journeys and service blueprints are human (customer/employee) centered ways of doing BPM. There are a lot of future opportunities in the area.