Changelog

Second Edition

The second edition rebuilds the book against the current ASD platform: one canonical practice contract compiled to twelve surfaces, with receipts-and-evidence discipline throughout.

The AI-First Operating System (Chapters 01-04)

Full rebuild of the foundations: the paradigm shift from static artifacts to executable operating systems, the ASD platform architecture with verified counts (10 roles, 74 methods as code), Service-Dominant Logic mapped to agent practice, and the role contract with content-addressed evidence registers and deterministic fact-checking.

Discovery and Research (Chapters 05-09)

Research ops at scale: mining transcripts and field inquiries, mixed methods with evidence-backed segmentation, mental models and alignment, ecosystem value mapping, and living journey maps from transcripts to sentiment curves.

Blueprints and Design (Chapters 10-16)

The craft rebuilt as code: the five-lane master blueprint with a line of visibility, the sixth agentic lane for autonomous workflows, cross-channel orchestration and story mapping, structured ideation at machine speed, service prototyping from desktop walkthroughs to Wizard-of-Oz, transformative services and recovery engineering, and service quality management with CX maturity governance.

Platform Tooling (Chapters 17-20)

New dedicated tooling chapters: the ASD MCP server (29 tools), plugins and host packs including the Claude Code plugin, BUZZ multi-agent service design on the open agent network with Canvas indexing, and the DeepSeek Harness Studio integration.

Operations and Outlook (Chapters 21-25)

SOPs-as-code as the AI execution playbook, frontline enablement and employee experience, the 15 principles of good public services, the Mastercase: Meridian Bay Ferries engagement run end to end across every surface, and the future of the agentic practice.

Appendices

The ASD Method and Artifact Catalog, the CLI and MCP Tool Specification, and the 20-Book Canonical Cross-Reference.