If the engagement concerns a product and/or service (re-)definition or (re-)vision this should be captured in a product/services definition. Note that product / service in this context refers to the client's market offering. Most likely this will be initiated and perhaps be done entirely in the client domain as this is the client's primary business. As part of the engagement the supplier (Capgemini) will perform a supporting role and attribute to the product/service definitions rather than taking a leading role. In the new product/service definition there is both the external as well as the internal perspective. The external perspective defines how the customer/market perceives the new product/service in terms of benefit and added value, the so called marketing speak. The internal perspective defines how the organisation will deliver the product/service in broad terms and how it stands out compared to the competition or current offerings in the market. For the Business Analysis role in this perspective it is important to be able to make the link to the business process model: aspects or elements that impact the process model should be incorporated in the product/service description.

Example: If a new product/service definition promises to have a full visibility on how the product/service is delivered, it needs to be described what this visibility entails from a customer perspective.