We're moving from a product economy to a service economy, with services becoming ever more digital in nature. Software service quality is becoming critical to ordinary citizens' ability to function. This book helps digital service professionals understand the limitations of quality assurance (QA) methodologies that fail to connect technical and non-technical disciplines and requirements involved in digital service delivery. It provides a holistic methodology that helps organizations overcome these limitations by creating a shared understanding of customer needs, and focusing on resilient solutions to those needs. Ideal for marketers, designers, project managers, developers, system administrators, and testers, this book: Takes a unique customer-centered approach to the entire service delivery lifecycle Applies this perspective across development, operations, QA, design, project management, and marketing Provides a specific quality assurance methodology that unifies those disciplines Frames that methodology in terms of achieving resilience rather than just stability