---
title: [OR] [P2] [S2] [MII] Understanding Service-Centric vs Process-Centric Approaches
description: [OR] [P2] [S2] [MII] Understanding Service-Centric vs Process-Centric Approaches
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---
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###### From Complexity to Clarity: Mapping Interconnections and Interdependencies for Operational Resilience
![BB OR \[D\] 6](https://blog.bcm-institute.org/hs-fs/hubfs/BB%20OR%20%5BAi%20Gen%20Blog%20Photo%5D/OR%20Pictures%20A/BB%20OR%20Folder%20D/BB%20OR%20%5BD%5D%206.jpg?width=2000&height=1333&name=BB%20OR%20%5BD%5D%206.jpg "BB OR [D] 6")
# \[OR\] \[P2\] \[S2\] \[MII\] Understanding Service-Centric vs Process-Centric Approaches
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/0b279667-64c6-44b6-9618-1127feb5334f)
A fundamental shift in operational resilience is the transition from a **process-centric** view of operations to a **service-centric** perspective.
Traditional business continuity and risk management practices have long focused on internal processes; however, modern regulatory expectations (e.g., MAS, BSP, BNM, PRA/FCA) emphasise prioritising Critical Business Services (CBS)—services delivered to external stakeholders.
Within the context of **Mapping Interconnections and Interdependencies (OR Phase 2 – P2-S2)**, understanding the distinction between **service-centric** and **process-centric** approaches is essential.
This chapter defines both concepts, explains their roles, and provides a structured comparison to guide the effective implementation of operational resilience.
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/dbcad25a-5ca0-4bd8-ae1b-7906de022d85)
[Moh Heng Goh](https://blog.bcm-institute.org/ebook-or/author/moh-heng-goh) May 2, 2026
###### Operational Resilience Certified Planner-Specialist-Expert
### [](https://cta-redirect.hubspot.com/cta/redirect/3893111/6072e46a-8b7a-441a-9257-0c17043af1f5)
### \[P2\] \[S2\] Additional Explanation
#### [](https://cta-redirect.hubspot.com/cta/redirect/3893111/0b279667-64c6-44b6-9618-1127feb5334f)Understanding Service-Centric vs Process-Centric Approaches in Mapping Interconnections and Interdependencies
#### **Introduction**
A fundamental shift in operational resilience is the transition from a **process-centric** view of operations to a **service-centric** perspective.
Traditional business continuity and risk management practices have long focused on internal processes; however, modern regulatory expectations (e.g., MAS, BSP, BNM, PRA/FCA) emphasise prioritising Critical Business Services (CBS)—services delivered to external stakeholders.
Within the context of **Mapping Interconnections and Interdependencies (OR Phase 2 – P2-S2)**, understanding the distinction between **service-centric** and **process-centric** approaches is essential.
This chapter defines both concepts, explains their roles, and provides a structured comparison to guide the effective implementation of operational resilience.
#### **Purpose of the Chapter**
The purpose of this chapter is to:
- Define **service-centric** and **process-centric** approaches
- Explain how each approach influences the mapping of interconnections and interdependencies
- Highlight their differences and complementary roles
- Guide organisations in transitioning towards a service-centric resilience model
### **Definition of Process-Centric Approach**
#### **What is a Process-Centric Approach?**
A **process-centric approach** focuses on the **internal activities, workflows, and operational steps** that an organisation performs to deliver its products or services.
It emphasises:
- **How work is performed**
- **Sequence of activities and tasks**
- **Operational efficiency and control**
##### **Key Characteristics**
- Oriented around **business functions and departments**
- Focuses on **process flows and procedures**
- Measures success based on **process performance** (e.g., cycle time, throughput)
- Typically aligned with **traditional BCM and operational risk frameworks**
##### **Example**
In a banking environment:
- Account opening involves steps such as data entry, KYC verification, approval workflows, and account creation
- Each step is analysed as part of a **process flow**
### **Definition of Service-Centric Approach**
#### **What is a Service-Centric Approach?**
A **service-centric approach** focuses on the **end-to-end delivery of a service to an external customer or stakeholder**, particularly those services where disruption would cause **intolerable harm**.
This aligns directly with the concept of **Critical Business Services (CBS)** in operational resilience.
##### **Key Characteristics**
- Oriented around **customer outcomes and service delivery**
- Focuses on **end-to-end service continuity**
- Measures success based on the **ability to remain within impact tolerance**
- Integrates multiple processes, systems, and stakeholders into a **single service view**
##### **Example**
Instead of focusing on the process of account opening, a service-centric view considers:
- **“Deposit and Account Services”** as a CBS
- Encompasses all underlying processes, systems, people, and third parties required to deliver that service
#### **Service-Centric vs Process-Centric: Key Differences**
| Aspect | Process-Centric | Service-Centric |
| --- | --- | --- |
| Primary Focus | Internal processes and workflows | End-to-end service delivered to customers |
| Perspective | Inside-out (organisation view) | Outside-in (customer/regulatory view) |
| Objective | Efficiency and control of processes | Continuity of critical services |
| Scope | Individual processes or functions | Integrated service across multiple processes |
| Measurement | Process KPIs (time, cost, quality) | Impact tolerance (MTD, MTDL, customer impact) |
| Risk View | Process-level risks | Service-level disruption and systemic impact |
| Mapping Approach | Maps process steps and activities | Maps interconnections and interdependencies supporting CBS |
| Regulatory Alignment | Traditional BCM and ORM | Modern operational resilience frameworks (MAS, BSP 1203, BNM, UK PRA/FCA) |
| Example | KYC verification process | Customer onboarding service |
#### **Relationship Between Service-Centric and Process-Centric Approaches**
These approaches are **not mutually exclusive**—they are **hierarchically related**:
- **Service-centric approach sits at the top**
- **Process-centric approach provides the underlying detail**
##### **Key Insight**
All services are delivered through processes, but not all processes represent critical services.
##### **Practical Interpretation**
- A service-centric view identifies **what must be protected**
- A process-centric view explains **how the service is delivered**
#### **Role in Mapping Interconnections and Interdependencies**
##### **Process-Centric Mapping**
Process-centric mapping focuses on:
- Workflow sequences
- Task dependencies
- System interactions within a process
This helps identify:
- Operational bottlenecks
- Process inefficiencies
- Control gaps
However, it may fail to capture **end-to-end service impact**.
##### **Service-Centric Mapping**
Service-centric mapping focuses on:
- **End-to-end service delivery chains**
- **Interconnections across functions and entities**
- **Interdependencies between resources supporting CBS**
This enables organisations to:
- Understand **how disruptions affect customers**
- Identify **critical dependencies across the ecosystem**
- Assess the ability to remain within **impact tolerance**
##### **Integrated Mapping Approach**
A robust operational resilience framework requires **integration of both approaches**:
| Layer | Focus | Outcome |
| --- | --- | --- |
| Service Layer | CBS identification and impact tolerance | Defines resilience objectives |
| Process Layer | Detailed workflows and activities | Enables execution and control |
| Resource Layer | People, technology, facilities, third parties | Identifies dependencies |
#### **Why the Shift to Service-Centric is Critical**
##### **Regulatory Expectations**
Regulators increasingly require organisations to:
- Identify **Critical Business Services**
- Set **impact tolerances**
- Conduct **scenario testing at the service level**
This cannot be achieved through a purely process-centric lens.
##### **Managing Systemic and Cascading Risks**
Service-centric mapping enables organisations to:
- Identify **cross-functional dependencies**
- Understand **third-party and sector-wide risks**
- Detect **cascading failures across interconnected systems**
##### **Enhancing Customer-Centric Resilience**
Ultimately, resilience is measured by:
- **Customer impact**
- **Market confidence**
- **Regulatory compliance**
A service-centric approach ensures that resilience efforts are aligned with these outcomes.
#### **Common Challenges in Transition**
Organisations often encounter the following challenges when shifting approaches:
- **Over-reliance on existing process maps**
- **Difficulty defining CBS clearly**
- **Organisational silos limiting end-to-end visibility**
- **Resistance to change from process owners**
Addressing these requires:
- Strong governance
- Clear definitions of CBS
- Cross-functional collaboration
#### **Practical Guidance for Implementation**
To effectively adopt a service-centric approach while leveraging process-centric strengths:
##### **Step 1: Identify Critical Business Services (CBS)**
- Focus on services with **external impact**
- Align with regulatory definitions
##### **Step 2: Map Supporting Processes**
- Break down CBS into **sub-CBS and processes**
- Use process-centric mapping for detail
##### **Step 3: Identify Interconnections**
- Map **how components are linked**
##### **Step 4: Identify Interdependencies**
- Assess **what components rely on each other**
##### **Step 5: Validate Through Scenario Testing**
- Test resilience at the **service level**, not just the process level
[](https://cta-redirect.hubspot.com/cta/redirect/3893111/2dbf77a9-2b10-4a06-b39b-ac8f1611e999)
The distinction between **service-centric** and **process-centric** approaches is fundamental to the effective implementation of operational resilience.
- The **process-centric approach** provides the **operational detail and control** needed to execute activities efficiently
- The **service-centric approach** provides the **strategic lens** required to ensure continuity of services that matter most
Organisations that successfully integrate both approaches can move beyond compliance and achieve true resilience—ensuring that **Critical Business Services remain available even under severe but plausible disruption scenarios**.
In the context of mapping interconnections and interdependencies, adopting a service-centric perspective ensures that mapping efforts are not merely technical exercises but **strategic enablers of resilience, risk management, and customer protection**.
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