Servicialisation - From Service Identifying to Service Billing V01.02.00
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Transcript of Servicialisation - From Service Identifying to Service Billing V01.02.00
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Paul G. Huppertz ICT-Consultant & System Architect
Service Composer & Meta Service Provider
Servicialisation Concept for reliable, efficient & payable service rendering
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62
Servicialisation
From Service Identifying to Service Billing
1
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
2
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
3
Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Root term, Suffix & Synthesis
Service -ialisation 4
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Root term, Synthesis & Meaning
Service
Servicialisation = Guiding Concept for Service Delivering
-ialisation
5
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Deduction, Analogy & Abstraction
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Industrialisation = Goods Fabrication based on principles 6
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Deduction, Analogy & Abstraction
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Industrialisation = Goods Fabrication based on principles 7
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation = Transfer to Service Delivering …
… considering the Service Characteristics
Intangibility Immateriality Insubstantiality Perishability
Servicialisation – Guiding Concept for reliable Service Rendering Service Characteristics – intractable, cumbersome & dodgy
A Service per se is …
… insubstantial, i.e. it has no substance & does not leave some substance, not verifiable.
… immaterial, i.e. it is not made of material, solid or goods, cannot be shown.
… intangible, i.e. it cannot be touched, handled or gripped, cannot be checked in advance.
… perishable, i.e. consumed after being delivered and vanished, not yet there before delivering & not any more thereafter.
… variable, i.e. it is configured by the service consumer, situational & particular for every trigger & every delivery.
… not ownable, i.e. it cannot be sold & bought or owned, can only be committed.
… not stockable, i.e. it cannot be stored or transported, but must be rendered to the service consumer on site.
8
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
9
Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Consumer, Service Quality & Expectation
Service Cost
Service Price
Service Quality
adequate?
reliable?
Service Con-
sumer
10
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Customer, Service Price & Expectation
Service Cost
ServicePrice
Service Quality
adequate?
reliable?
Service Con-
sumer
affordable?
economical?
Service Customer
11
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Provider, Cost Effectiveness & Expectation
Service Effectiveness
Service Cost
ServicePrice
Service Quality
adequate?
reliable?
Service Con-
sumer
affordable?
economical?
Service Customer
Paying cost?
Paying price? Service
Provider
12
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering 3 separate Layers
Business
13
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering 3 self-contained Activity Areas
Business processes
Service Delivering
• perform • dispose • prepare
• conduct • commit • compose
• perform • prepare • plan
14
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering 3 complementary Management Areas
Business Process
Management
• close & chart • perform & control • dispose & trigger • prepare & organise
• practice & bill • conduct & control • commit & orchestrate • compose & prepare
• control & adjust • perform & monitor • establish & test • plan & prepare
15
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering 3 complementary Management Areas
Business Process
Management
• close & chart • perform & control • dispose & trigger • prepare & organise
• practice & bill • conduct & control • commit & orchestrate • compose & prepare
• control & adjust • perform & monitor • establish & test • plan & prepare
16
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
IT Infrastructure
Library
Business regulations
Servicialisation
Servicialisation – Guiding Concept for reliable Service Rendering Value Creation – Service Consumer, ICTBSS & Service Contributions
17
Se
rv
ice
S
up
ply
C
ha
in
Value creation
ICT
- (S
ys
tem
) S
tra
teg
y
Se
rv
ice
D
eliv
er
ing
S
tra
teg
y
Bu
sin
es
s
Ma
na
ge
mn
t S
tra
teg
y
Business process
Bu
sin
es
s
Va
lue
C
ha
in
Sy
ste
m
Su
pp
ly
Ch
ain
Service-relevant System 2
Service-relevant System 1
Service-relevant Organisation(s)
Akteur Good Good Good Good Good
Service Contribution
Service Contribution
Service Contribution
Service (ICTBSS)
ICTBSS = ICT-system based Business Support Service
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering 3 Chains 3 Libraries – ITIL, SDML & BVML
18
Se
rv
ice
S
up
ply
C
ha
in Service Aggregating
ICT-based Business Support Service
(ICTBSS)
service-specific benefits
Value creation
Business process
I
T
I
L
S
D
M
L
Bu
sin
es
s
Va
lue
C
ha
in
Sy
ste
m
Su
pp
ly
Ch
ain
B
V
M
L
service (contribution)-relevant ICT-Systems (Application-, Middleware- & Infrastructure Systems,
Resources, Processes & further Means)
SDML = Service Delivery Management Library
ITIL = Information Technology Infrastructure Library
BVML = Business Value Management Library
Plan – Build – Run (ICT systems)
Compose – Commit – Conduct (service delivering)
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
ICT
- (S
ys
tem
) S
tra
teg
y
Se
rv
ice
D
eliv
er
ing
S
tra
teg
y
Bu
sin
es
s
Ma
na
ge
mn
t S
tra
teg
y
Servicialisation – Guiding Concept for reliable Service Rendering Service Definition – Clarification, Demarcation & Examples
19
Service ≡
Dienst
Perfor-mance for another person
„Public Service“
Ocean Lane
Trans-mitting
Archi-tecture element
Coffee set
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Service Definition – Service Consumer, Benefits & Uniqueness
A Service is a set of onetime consumable and perishable benefits,
• ensured by measures of the accountable Service Provider,
• effectuated by system functions and/or activities of Service People,
• committed • by the ordering Service Customer • for his authorized Service Consumers • from his accountable Service Provider,
• rendered
• to an authorized Service Consumer • on his particular & explicit Service Trigger,
• consumed & utilized
• by the triggering Service Consumer • for executing his upcoming business activity.
20
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
assembled from ‚Service„ & ‚Landscape„
coined by Mary Jo Bitner, already in 1981,
in „Marketing Strategies and Organization Structures for service firms”
in “Marketing of Services” der American Marketing Association
http://en.wikipedia.org/wiki/Servicescape
Servicialisation – Guiding Concept for reliable Service Rendering Servicescape – Term, Examples & Parties
21
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Value Creation
Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Value Creator, Success Factor & External
Business Process Service Consuming
Service Consumer
• The Service Consumer is the critical success factor for service rendering
• He triggers a singular service if needed & configures it situationally & particularly.
• He is involved in service rendering a 100%.
• He feels any service impairment at once & inevitably.
• He needs & utilizes the benefits of the service for executing his upcoming work.
• He creates the business value by utilizing the service-specific benefits.
• He is an external factor from the perspective of the Service Provider.
• The Service Consumer spares oneself service-relevant equipment & training.
Service
22
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Service Trigger, Autonomy & Value Creation
Service Consumer
The authorized Service Consumer is self-governed concerning
• service triggering, i.e. point in time & location
• service triggering rate, i.e. how often per period he triggers a service
• service access system, e.g. desktop or notebook or PDA for E-Mailing-Services
• service configuring depending on his situative & particular needs
• consuming & utilizing the service-specific benefits
• commercial value creation out of the service-specific benefits
Value Creation
Business Process
Service
23
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Service Concerting
Servicialisation – Guiding Concept for reliable Service Rendering Service Delivery Model – Servicescape, Sphere & Roles
Service Orchestrating
Service Consuming Service Committing
Service Customer
Service Consumer
Service Provider
in-/external Service
Suppliers
Service
24
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Phases, Methods & Results
Service Identifying Service Consumer, Service Object, Benefits
Service Consumer Benefits
Service Specifying Service Quality 12 Standard Service Attributes
Service Specification
Service Composing Service Map & Service Screenplay
Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Catalogueing Service Specifications Service Catalogue
Service Committing Service Level Specification Service Level Agreement
Service Concerting Delivery Readiness & Delivery Capacity
On each & every trigger: Service rendering
Service Billing Service Price x Service Count
Service Bill
25
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
26
Servicialisation – From Service Identifying to Service Billing Service Identifying – Benefit, Service Object & Requirements
A benefit is
a purposeful change of status
on a particular object,
that fulfils concrete requirements.
Service = benefit
on service object
Service Identifying
27
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Identifying – Service Consumer, Service Object & Types
Life
& Limb
Goods
& Chattels
Data
& Documents
Rights
& Claims
Service Consumer
S e r v i c e O b j e c t T y p e s 28
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
29
Servicialisation – From Service Identifying to Service Billing Service Specifying – simply, catchy & uniformly
Service Identifying
Service Specifying
30
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Service Attributes, Service Quality & Service Price
Designation of the service
No. Attribute name Bronze Silver Gold Data type/measuremt. unit
01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific
03 Service Delivery Point location, interface
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours
06 Service Consumer Support Times Daytime hours
07 Service Support Languages Languages
08 Service Fulfilment Target %
09 Service Impairment Duration hh:mm
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price €
clear, complete & consistent all 12 attribute values combined applying for each triggered service 2 pages per service specification service offering of the Service Provider
Attribute 01 – 11 for service quality & attribute 12 for service price
Se
rv
ice
Qu
ality
Price
31
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – 12 Attributes, 3 Levels & 2 Pages
Designation of the service
No. Attribute name Bronze Silver Gold Data type/measuremt. unit
01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific
03 Service Delivery Point location, interface
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours
06 Service Consumer Support Times Daytime hours
07 Service Support Languages Languages
08 Service Fulfilment Target %
09 Service Impairment Duration hh:mm
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price €
01 B
02 B
03 B
04 B
05 B
06 B
07 B
08 B
09 B
10 B
11 B
12 B
01 S
02 S
03 S
04 S
05 S
06 S
07 S
08 S
09 S
10 S
11 S
12 S
01 G
02 G
03 G
04 G
05 G
06 G
07 G
08 G
09 G 10 G
11 G
12 G
Per Service Level one set of 12 attribute values 32
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Service Value, Service Utility & Warranty
Designation of the service
No. Attribute name In ITIL V3, Service Value is paraphrased with
01 Service Consumer Benefits Service Utility Fitness for consumption
What the service consumers consumes
02 Service-specific functional Parameters
03 Service Delivery Point
04 Service Consumer Count
Service Warranty Fitness for rendering
How the service will be rendered
05 Service Delivering Readiness Times
06 Service Consumer Support Times
07 Service Support Languages
08 Service Fulfilment Target
09 Service Impairment Duration
10 Service Delivering Duration
11 Service Delivery Unit
12 Service Delivering Price
Coherent Designation: ICTilities – ICT-based Utility Services 33
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 01
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
Measurement unit
Bronze Silver Gold
01 Service Consumuer Benefits
01.01 Delivering of e-mail copies For each outbound e-mail copies of the original e-mail are each delivered to the e-mail addresses specified by the service consumer.
Delivered e-mail copy
01.02 Bouncing invalid e-mail addresses Any outbound e-mail copy with an invalid e-mail address is directly bounced to the service consumer accompanied by an understandable explanation. Bounced e-
mail delivery errors 01.03 Bouncing undeliverable e-mail copies
Any undeliverable copy of an outbound e-mail is directly bounced to the service consumer accompanied by an understandable explanation.
01.04 Retaining e-mail copies A copy of each particular outbound and inbound e-mail is stored in the service consumers central e-mailbox for maximum 90 days.
Retained e-mail copy
01.05 Restoring e-mail copies A copy of each particular outbound and inbound e-mail can be completely and intactly restored for the next 14 days after corruption or erroneous deletion.
Restored e-mail copy
01.06 Protecting e-mail copies against malware All outbound and inbound e-mail copies are purged from viruses or any other malware. Protected e-
mailbox 01.07 Protecting e-mailboxes against spam Inbound e-mail copies are protected against any spam
01.08 Encrypting e-mail content none selectable selectable Encrypted e-
mail copy
34
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 02 - 04
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
Measurement unit
Bronze Silver Gold
02 Service-specific Functional Parameters
02.01 Maximum allowable size per individual service consumer
for inbound and outbound e-mail copies 200 500 1.000 MB
02.02 Maximum allowable size per particular outbound or
inbound e-mail copy including file attachments 10 12 15 MB
02.03 Maximum allowable number of target addresses per e-
mail 50 100 150 Number
02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format
03 Service Delivery Point
03.01 Microsoft/Outlook locally installed X X X
Type of user
Interface
03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X
03.03 Microsoft/Outlook Web Access via HTTPS & SSL X X
03.04 RIM/Blackberry Device X
04 Service Consumer Count 1 Number
35
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 05 - 07
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
Measurement unit
Bronze Silver Gold
05 Service Delivering Readiness Times
05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
hh:mm
CE(S)T
05.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.07 Sunday & holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
06 Service Consumer Support Times
06.01 Monday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
hh:mm
CE(S)T
06.02 Tuesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.03 Wednesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.04 Thursday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.05 Friday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.06 Saturday 07:00 – 15:00 06:00 – 17:00 00:00 – 24:00
06.07 Sunday & holiday Kein support 10:00 – 17:00 00:00 – 24:00
07 Service Support Languages
07.01 English X X X National
language 07.02 French X X X
07.03 German X X X 36
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 08 - 12
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
Measurement unit
Bronze Silver Gold
08
Service Fulfilment Target
Ratio of successfully rendered e-mailing services and
triggered e-mailing services per service consumer covering
all applicable benefits specified in attribute 01
95 97 98 %
09 Maximum Service Impairment Duration per Incident and
Service Consumer 00:40 00:30 00:20 hh:mm
10
Service Delivering Duration
Maximum period of time for rendering a triggered e-mailing
service, i.e. the applicable benefits specified in attribute 01
01:00 00:40 00:30 hh:mm
11
Service Delivery Unit
Basic portion of service rendering to a triggering service
consumer
One copy each of the original e-mail delivered to the e-mailbox
of each addressee specified by the triggering service consumer
Complete set
of delivered e-
mail copies
12 Service Delivering Price
12.01 Mandatory: Service Access Price per authorized service
consumer per month 5,00 7,50 10,00 €
12.02
Additional option 1: Flat rate-based
Fixed price per authorized service consumer per month
for any consumed service volume
50,00 150,00 500,00 €
12.03
Additional option 2: Volume-based
Staged fixed price per consumed service volume per
service consumer per month
tdb tdb tbd €
12..04 Additional option 3: Unit-based
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €
37
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Illustration
38
Delivering copy 1
Delivering copy 2
Delivering copy 3
Making copies of the
original E-Mail
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Specification – Centre, Hub & Linchpin
Service Specification
Service Consumer
Service Customer
Service Concept
Service Bill
39
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Catalogueing
Service Committing
Service Concerting
Service Billing
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
40
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Service Specification, Map & Screenplay
Service Concept
Service Identifying
Service Specifying
Service Composing
41
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Motivation, Service Quality & Gaps
42
Business Process
Value Creation
Expected Service
Experienced Service
Rendered Service
Service Contract
Committed Service
Composed Service
Perceived Service
1
3
4
2
5
Service Gap
Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties)
Service Con-
sumer
Service Customer
Service Provider
http://www.12manage.com/methods_zeithaml_servqual.html
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 1, Reference & Counter Measure
43
1. between expected and perceived Preparing
Service Specification
Potential Gap in Service Quality Counter Measure
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 2, Reference & Counter Measure
44
2. between perceived and committed Service Contract with
Service Specification
Potential Gap in Service Quality Counter Measure
1. between expected and perceived Preparing
Service Specification
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 3, Reference & Counter Measure
45
2. between perceived and committed Service Contract with Service Specification
Potential Gap in Service Quality Counter Measure
1. between expected and perceived Preparing
Service Specification
3. between perceived and composed Preparing continuous
Service Concept
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 4, Reference & Counter Measure
46
2. between perceived and committed Service Contract with Service Specification
Potential Gap in Service Quality Counter Measure
1. between expected and perceived Preparing
Service Specification
3. between perceived and composed Preparing continuous
Service Concept
4. between composed and rendered Preparing Service Map
with service contributions
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 5, Reference & Counter Measure
47
5. between rendered and experienced Preparing
Service Screenplay
2. between perceived and committed Service Contract with Service Specification
Potential Gap in Service Quality Counter Measure
1. between expected and perceived Preparing
Service Specification
3. between perceived and composed Preparing continuous
Service Concept
4. between composed and rendered Preparing Service Map
with service contributions
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Concept – Elements, Contents & Alignment
48
5. between rendered and experienced Preparing
Service Screenplay
2. between perceived and committed Service Contract with
Service Specification
Potential Gap in Service Quality Counter Measure
1. between expected and perceived Preparing
Service Specification
3. between perceived and composed Preparing continuous
Service Concept
4. between composed and rendered Preparing Service Map
with service contributions
continuously from service expectation
up to
service experience of the
triggering Service Consumer
continuously from service specification
up to the course
of service rendering to the
triggering Service Consumer
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Screenplay – Activity, Explanation & Service Contribution
49
Service Delivering Activity Explanation Service Contribution
Writing e-mail Employee writes e-mail content and attaches files none
Triggering an e-mailing service Authorized Service Consumer clicks on ‘Send’-Button none
Replicating the original e-mail Copy of the original e-mail is replicated from e-mail client
system to the inbound e-mail server of the e-mail account replication service
Scanning e-mail content & attachments
on viruses and malware Existing viruses or malware are identified, isolated & eliminated antivirus service(s)
Authenticating given e-mail addresses
and the accounts related in- and external accounts are identified & checked LDAP service(s)
Addressing e-mail hosts and other
service-relevant IT systems
Determining IP addresses for hostnames for other e-mail
server systems, e-mail gateway server, SMTP gateway DNS service(s)
e-mail routing Determining e-mail routes to target domains E-mail routing service(s)
Generating e-mail copies Compiling one e-mail copy per addressee copy service(s)
Forwarding the copies of the original e-
Forwarding either to an internal e-mail server system or to the
SMTP gateway towards external e-mailing service supplier storing & forwarding service(s)
Delivering of e-mail copies Delivering accounted by the committed in- or external service
supplier e-mail delivering service(s)
Sending back a delivery receipt Generally or on dedicated request e-mail reception
acknowledgement service
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – ICTBSS, Service Contributions & Aggregation
50
Server Device Housing Services
Server OS Hosting Services
Storage System Housing Services
Content Housing Services
Backend Application Hosting Services
Backend Application Maintaining Services
Network System Managing Services
Data Transporting Services
DHCP Services
DNS Services
Workplace System Delivering Services
Workplace Environment Rental Services (WERS)
LDAP Services
User Identity Managing Services
Virtual Desktop Services
Firewalling Services
Logon/Logoff Services
Anti-Virus Services
E-Mailing Service
Collaboration Service
Unified Communi- cation Service
Anti-Spam Services
Anti-Fraud Services
Service Consumer Supporting Services
Internet Access Services
Other ICTBSS
Other ICTBSS
Other ICTBSS
Other ICTBSS
Other ICTBSS
Software Provision Services
Each & every ICT-system based Business Support Services (ICTBSS) is aggregated from the same standard service contributions.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – ICTBSS, Service Contributions & Specification
51
Server Device Housing Services
Server OS Hosting Services
Storage System Housing Services
Content Housing Services
Backend Application Hosting Services
Backend Application Maintaining Services
Network System Managing Services
Data Transporting Services
DHCP Services
DNS Services
Workplace System Delivery Services
Workplace Environment Rental Services (WERS)
LDAP Services
User Identity Managing Services
Virtual Desktop Services
Firewalling Services
Logon/Logoff Services
Anti-Virus Services
E-Mailing Service
Collaboration Service
Unified Communi- cation Service
Anti-Spam Services
Anti-Fraud Services
Service Consumer Supporting Services
Internet Access Services
Other ICTBSS
Other ICTBSS
Other ICTBSS
Other ICTBSS
Other ICTBSS
Software Provision Services
Each & every standard service contribution must be specified only once by means of the 12 standard service attributes.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Concept – Elements, Content & Alignment
1. Service Specification
• binding start document for the service concept • single reference document up to service billing
2. Service Map
• compilation of required service contributions • determination of appropriate servuction depth
3. Service Screenplay
• course of service rendering • aggregation of service contributions to the triggered service
52
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Composing – E-Mailing Service, Service Map & Contributions
53
Server Device Housing Services
Server OS Hosting Services
Storage System Housing Services
Content Housing Services
Backend Application Hosting Services
Backend Application Maintaining Services
Network System Managing Services
Data Transporting Services
DHCP Services
DNS Services
Workplace System Delivery Services
Workplace Environment Rental Services
LDAP Services
User Identity Managing Services
Virtual Desktop Services
Firewalling Services
Logon/Logoff Services
Anti-Virus Services
E-Mailing Service
Collaboration Service
Unified Communi- cation Service
Anti-Spam Services
Anti-Fraud Services
Service Consumer Supporting Services
Internet Access Services
Other ICTBSS
Other ICTBSS
Other ICTBSS
Other ICTBSS
Other ICTBSS
Software Provision Services
Any triggered e-mailing service is aggregated from scratch per real time transaction out of the marked standard service contributions in different quantities, if necessary.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Concept – Drive, Transmission & Realization
54
Service Screen-
play
Service Map
Servicespecifi-cation
1. Service specification
drives
2. Service Map
transmissions
3. Service Screenplay
enacts
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
55
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Orchestrating – Service Concept, Service Map & Screenplay
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
56
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Orchestrating – Service Concept, Service Map & Disposing
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
57
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Service Orchestrating in-/external
Service Supplier
Service Contri-bution
Service
Contri-bution
Service Contri-bution
Service Contri-bution
Service Contri-bution
Internal Service Supplier External Service Supplier
Service Provider
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
58
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Criteria, Requirements & Expectations
59
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Specifications, Catalogue & Service Offering
Service Catalogue
Service Identifying
Service Spezifying
Service Composing
Service Orchestrating
Service Catalogueing
60
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogue – Positioning, Classifying & Demarcating
Service Concerting
Service Consuming Service Committing
Service Customer
Service Consumer
Service Provider
Goods
Catalogue System
documentation
(CMDB/CMS)
Asset
Inventory
Ordering, Delivering & Inventoring
Docu- men-tation
61
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Data sets, Contents & Differences
62
System
Documentation
(CMDB/CMS)
Goods
Catalogue Asset
Inventory
Ordering, Delivering & Inventoring
Docu- men-tation
Register of goods which can be ordered &
utilized for rendering ICT-
based Business Support Services
(ICTBSS)
Register of all relevant items
which have been procured & are
utilized for rendering
ICTBSS
Detailed (technical)
documentation of all ICT-systems,
which are utilized for rendering
ICTBSS
Register of specifications for ICT-based
Business Support Services
which can be committed per SLA / service contract
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Catalogue, Contract & Concept Register
63
Register of specifications of
ICT-based Business Support Services
which can be committed per SLA / service contract
Register of prepared
service concepts for offered
services
Register of service contracts
/ SLAs which have been commissioned by service consumers
The service specification is the quintessential connector
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Service Contract
List of authorized service consumers
Service Contract
List of authorized service consumers
Service Contract
List of authorized service consumers
Servicialisation – From Service Identifying to Service Billing Service Catalogue – Template, Structure & Headlines
Inhaltsverzeichnis
1 Überblick
2 Einführung
3 Servicespezifizierung
4 Serviceangebot
5 Servicespezifikation
6 Servicekommittierung
7 Serviceerbringung
8 Anhang
http://www.institute4it.com/servicekatalog-17.html 64
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Introduction, Service Delivery Model & Roles
65
Inhaltsverzeichnis 2. Einführung
Das Service-Erbringungsmodell Ziele & Nutzen des Service-Katalogs Struktur & Inhalt des Service-Katalogs
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Catalogue Entries, Specification & Explanation
66
Inhaltsverzeichnis 3. Service-Spezifizierung
Grundlagen Spezifizierungsmethode 12 Standard-Service-Attribute
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Service Offering, Segmentation & Example
67
Inhaltsverzeichnis 4. Service-Angebot
Universelle Business Support Services Betriebswirtschaftliche BSS Fachspezifische BSS
http://www.institute4it.com/servicekatalog-17.html
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Formats, Forming & Stages of development
68
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
69
Service Catalogue
Servicialisation – From Service Identifying to Service Billing Service Committing – Service Catalogue, Service Level & SLA template
SLA template
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Catalogueing
Service Committing
70
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
1 SLA-Identification
1.1 SLA-ID
1.2 Period of SLA validity
1.3 Service Customer
1.4 Service Consumers
1.5 Service Provider
1.6 Short Service Description
1.7 Liabilities
1.8 Committment and Signatures
1.8.1 Service Customer
1.8.2 Service Provider
1.9 Reference documents
2 Service Specification
3 Appendix
3.1 List of authorized Service Consumers
3.2 Explanation 12 Service Attributes
3.4 ARCI-model for liabilities
Servicialisation – From Service Identifying to Service Billing Service Committing – Service Consumer, Responsibles & SLA
Service Customer
Service Consumer
Service Provider
71
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
72
Service Concerting and/or
Service Triathlon in-/external
Service Supplier
Servicialisation – From Service Identifying to Service Billing Service Triathlon – Disciplines, Tasks & Sequence
1. Achieving & keeping service delivering readiness
2. Providing & adjusting service delivering capacity
Service Consuming
Service
Service
Service
Service
Service
Service Provider
73
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
74
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers
Reference Period
Trigger Rate
Potential Service Emergence
Bronze 50 consumers
Silver 40 consumers
Gold 10 consumers
Total
Hour 3 300 15 € 36 € 30 € 81 €
Day 24 2.400 120 € 288 € 240 € 648 €
Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €
+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €
Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €
Total amount service revenue per month 13.860 € (for 100 Service Consumers)
Servicialisation – From Service Identifying to Service Billing Service Billing – Service Quality, Service Price & Profit Ratio
75
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Catalogueing
Service Committing
Service Concerting
Service Billing
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Service Quality, Service Price & Service Profit Ratio
76
Service Profit Ratio
Service Cost
Service Price
Service
Quality
Utility Service Power Supply
Reference unit kWh
Electricity rate 0,12 €/kWh
Generating cost 0,04 €/kWh
Earning ratio 0,08 €/kWh
ICTility Service
Reference unit ??????????
Service price ? / ?unit?
Service cost ? / ?unit?
Earning ratio ? / ?unit?
Utility Service Provider knows reference unit &
earning ratio
ICT Service Provider neither knows the reference unit nor
the earning ratio
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Designation of the service
No. Attribute name Bronze Silver Gold Data type/measuremt. unit
01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific
03 Service Delivery Point location, interface
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours
06 Service Consumer Supporting Times Daytime hours
07 Service Support Languages Languages
08 Service Fulfilment Target %
09 Service Impairment Duration hh:mm
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price €
Servicialisation – From Service Identifying to Service Billing Service Billing – Service Specification, Service Quality & Service Price
77
Attributes 01 – 11 for Service Quality & Attribute 12 for Service Price
Se
rv
ice
Qu
ality
Price
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Reference Unit, Cost & Profit Rate
78
• Reference unit for service consumption (price) Service Delivery Unit
• ??,?? € per Service Delivery Unit Service Delivering Price
• ??,?? € per Service Delivery Unit Service Cost
• ??,?? € per Service Delivery Unit Service Profit Ratio
Designation of the service
No. Attribute name Attribute value Data type/measuremt. unit
01 Service Consumer Benefits Listing benefits Free text description
… … …
11 Service Delivery Unit Basic portion of benefits service-specific
12 Service Delivering Price Definitive price data Amount in €, $
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Basic Data, Consumers & Triggering Rate
79
Value Creation
Business Process Service Consuming
Service Consumer
Service Triggering Rate per Service Consumer 3 E-Mailing-Services/hour
Service Contract/SLA Service Level Bronze
Authorized Service Consumers
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Consumers, Reference Period & Emergence
80
Value Creation
Businss Process Service Consuming
Service Consumer
potential Service Triggering Emergence
for 100 Service Consumers 100 x 3 E-Mailing-Services/hour = 300 E-Mailing-Services/hour
Service Triggering Rate per Service Consumer 3 E-Mailing-Services/hour
E-Mailing-Services for 100 Service Consumers
Reference period
Service Triggering Rate
Service Triggering Emergence
hour 3 300
day 24 2.400
week 120 12.000
month 480 48.000
year 4.800 480.000
1 (Work) Day = 8 (Work) Hours 1 (Work) Month = 20 (Work) Days 1 (Work) Year = 200 (Work) Days
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Specification, Service Levels & Prices
81
Basic specification for E-Mailing Service
No. Attribute name & short description Attribute value for Service Level Data type
Measurmt Unit Bronze Silver Gold
08
Service Fulfilment Target
Ratio of successfully rendered e-mailing services and
triggered e-mailing services per service consumer covering
all applicable benefits specified in attribute 01
95,00 97,00 98,00 %
09 Service Impairment Duration per Incident and Service
Consumer 00:40 00:30 00:20 hh:mm
10
Service Delivering Duration
Maximum allowable period of time for rendering a triggered
e-mailing service, i.e. the applicable benefits specified in
attribute 01
01:00 00:40 00:30 hh:mm
11 Service Delivery Unit
Basic portion for rendering an e-mailing service to the
triigering service consumer
One copy each of the original e-mail delivered to the e-mailbox
of each addressee specified by the triggering service consumer
Complete set
of delivered e-
mail copies
12 Service Delivering Price
12.01 Mandatory: Service Access Price per authorized service
consumer per month 5,00 7,50 10,00 €
12.02
Additional option 1: Flat rate-based
Fixed price per authorized service consumer per month
for any consumed service volume
200 300 500 €
12.03
Additional option 2: Volume-based
Staged fixed price per consumed service volume per
service consumer per month
1 – 5.000 : tbd
5.001 – 10.000 : tbd
> 10.000 : tbd
1 – 7.000 : tbd
7.001 – 12.000 : tbd
> 12.000 : tbd
1 – 8.000 : tbd
8.001 – 15.000 : tbd
> 15.000 : tbd
€
12.04 Additional option 3: Unit-based
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Emergence, Consumption & Revenue
82
Basic specification for E-Mailing Service
No. Attribute name & short description Attribute value for Service Level Data type
Measurmt Unit Bronze Silver Gold
08
Service Fulfilment Target
Ratio of successfully rendered e-mailing services and
triggered e-mailing services per service consumer covering
all applicable benefits specified in attribute 01
95,00 97,00 98,00 %
12 Service-Erbringungspreis
12.01 Mandatory: Service Access Price
per authorized service consumer per month 5,00 7,50 10,00 €
12.04 Service Consumption Price, option 3: Unit-based
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €
E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers
Reference Period
Triggering Rate
Potential Service Emergence
Bronze 50 consumers
Silver 40 consumers
Gold 10 consumers
Total
Hour 3 300 15 € 36 € 30 € 81 €
Day 24 2.400 120 € 288 € 240 € 648 €
Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €
+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €
Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €
Total amount service revenue per month 13.860 € (for 100 Service Consumers)
optimal case: Service Fulfilment Grade
100%
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, costable & Cost Covering
83
Service Revenue
Service Efforts
efforts for keeping Service Delivering
Readiness
efforts for providing Service Delivering
Capacity
particular effort for rendering
individual service
Service Triggering Rate per authorized
Service Consumer
effective Service Trigger Emergence
x Service Delivering Price
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, paying & Overplus
84
Service Revenue
Service Efforts
efforts for keeping Service Delivering
Readiness
efforts for providing Service Delivering
Capacity
particular effort for rendering individual
service
Service Triggering Rate per authorized
Service Consumer
effective Service Trigger Emergence
+ Overplus
x Service Delivering Price
>
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, profitable & Margin
85
Service Revenue
Service Efforts
efforts for keeping Service Delivering
Readiness
efforts for providing Service Delivering
Capacity
particular effort for rendering individual
service
Service Triggering Rate per authorized
Service Consumer
effective Service Trigger Emergence
+ Margin
x Service Delivering Price
>
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
86
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM Level 1: ITIL processes introduced & established
1: established
SDMM – Service Delivery Maturity Model
87
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM - Level 1, Designation & Explanation
Level Designation Explanation
1 established
• service rendering is established & regularly performed • approaches rather intuitive and based on best effort • rather weak basis for systematic measurements and no clear alignment
and/or orientation regarding service rendering quality and reliability
88
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM Level 2: ICT-system based Business Support Services specified
2: specified
1: established
89
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM - Level 2, Designation & Explanation
Level Designation Explanation
1 established
• Service Rendering established & regularly performed • approach rather intuitive and based on best effort • dather weak basis for systematic measurements and no clear alignment
and/or orientation regarding service rendering quality and reliability
2 specified
• service offerings are described according to the wording of the authorized Service Consumers & the ordering Service Customers
• service offerings are completely, clearly & concisely specified by means of 12 attribute values
• the accountable Service Provider presents a uniformly structured service catalogue containing all offered ICT-based Business Support Services (ICTBSS)
• the service specifications in the service catalogue are the single & sole basis for committing, rendering and billing the services
90
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM Level 3: Service Delivering continuously composed
3: composed
2: specified
1: established
91
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM – Level 3, Designation & Explanation
Level Designation Explanation
3 composed
• from the first, service rendering and/or service delivering is systematically & continuously planned & prepared
• completely worked out service concepts are the basis for service rendering • the approved & accepted service specification in the respective Service Level
Agreement is the single & sole reference for checking and/or auditing service rendering
92
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM Level 4: Service Delivering anticipatorily conducted
4: conducted
3: composed
2: specified
1: established
93
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM – Level 4, Designation & Explanation
Level Designation Explanation
3 composed
• from the beginning, service rendering is systematically & continuously planned & prepared
• completely worked out service concepts are the basis for service rendering • the approved & accepted service specification in the respective Service Level
Agreement is the single & sole reference for checking and/or auditing service rendering
4 conducted
• service rendering is based on the worked out service concepts • service suppliers are organised, instructed & conducted in the context of
continuous service supply chains • service rendering is anticipatorily conducted according to the current service
triggering emergence of all authorized service consumers
94
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM Level 5: System Usage & Utilisation optimized
5: optimized
4: conducted
3: composed
2: specified
1: established
95
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing SDMM – Level 5, Designation & Explanation
Level Designation Explanation
5 optimized
• each & every triggered service is reliably rendered to the triggering Service Consumer without any delay or friction
• any triggered service volume is rendered according to the service specification in the respective service contract or Service Level Agreement
• the service-relevant goods & systems, means & resources are efficiently used and optimally utilized
• service generation cost per service delivery unit are determined in detail & purposefully optimized
• ongoing service delivery is continuously paying, i.e. the accountable Service Provider refunds all his expenditures for service delivery exclusively from the service revenue he regularly bills with his ordering Service Customers
96
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
97
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – Guiding Concept for reliable Service Delivering Servicialisation – Recap, Revision & Conclusion
Service Identifying Service Consumer, Service Object, Benefits
Service Consumer Benefits
Service Specifying Service Quality 12 Standard Service Attributes
Service Specification
Service Composing Service Map & Service Screenplay
Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Catalogueing Service Specifications Service Catalogue
Service Committing Service Level Specification Service Level Agreement
Service Concerting Delivery Readiness & Delivery Capacity
On each & every trigger: Service rendering
Service Billing Service Price x Service Count
Service Bill
98
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Discussion – Revisioning & Argumenting
Your Questions?
My Answers …
Paul G. Huppertz ICT-Consultant & System Architect Service Composer & Meta Service Provider
Guiding principle: „The science of planning is about anticipating the difficulties of the execution."
[Luc Clapier de Vauvenargues]
E-Mail [email protected] Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz
smile2 http://community.smile2.de/PaulGHz/
CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
LinkedIn http://www.linkedin.com/in/paulghuppertz
99
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters
Intro
• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Service Identifying – Service Consumer, Service Object & Benefits • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain • Service Catalogueing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption
Extro
• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources
100
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Glossary – Standard Service Attributes, Designation & Explanation
101
No. Designation Explanation
01 Service Consumer Benefits Benefits which are completely and closingly effectuated to the respective service object on the dedicated trigger of an authorized Service Consumer
02 Service-specific functional Parameters
Parameters which describe the most important functional features , dimensions or aspects of the servicescape or service output
03 Service Delivery Point
Physical location and/or logical interface which at an authorized service consumer can trigger a service. At the same location and/or interface the service-specific benefits are rendered to the triggering service consumer; otherwise, there is signalled in an appropriate manner that service has been rendered.
04 Service Consumer Count Number of service consumers who are registered and authorized for triggering service
05 Service Delivery Readiness Times
Periods of the weekday when an authorized service consumer may trigger one of the committed services which is rendered to him, then.
06 Service Consumer Support Times
Periods of the weekday when the service desk supports the authorized service consumers with questions regarding the requesting & delivering, consuming & utilizing the committed services.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Glossary – Standard Service Attributes, Designation & Explanation
102
No. Designation Explanation
07 Service Support Languages Languages which are applied for any communication with the authorized service consumers regarding the committed services and their delivery-
08 Service Fulfillment Target Minimum target value for the ratio of services delivered according the committment and triggered services per service consumer and reference period.
09 Service Impairment Duration
Maximum allowable elapsing time between the first occurrence of a service impairment, i.e. service quality degradation, service delivery disruption or service denial, and the full resumption and complete execution of the service delivery to the content of the affected service consumer
10 Service Delivering Duration The promised and agreed maximum period of time for effectively rendering all service-specific benefits to the triggering service consumer at his currently chosen service delivery point.
11 Service Delivery Unit The basic portion of service-specific benefits which must be rendered explicitly to the triggering service consumer
12 Service Delivering Price The amount of money the service customer has to pay for any Service Delivery Unit as specified in attribute 11 which has been rendered to and consumed by an authorized service consumer
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & Explanation
103
No. Designation Explanation
01 ICT-system based Business Support Service (ICTBSS)
A set of benefits which is effectuated on the dedicated trigger of an authorized service consumer in the course of a real time transaction by executing distinct functions of one or more service-relevant ICT-systems.
02 Servicescape
Composite of ‚Service„ and ‚Landscape„; a servicescape comprises the organisational & processual, technical & ressourcal environment which from triggered services are rendered to the triggering service consumers s. http://en.wikipedia.org/wiki/Servicescape
03 Service Contribution
A Service Contribution is a self-contained set of benefits which from a higher level Service Contribution or service is aggregated in combination with other Service Contributions. A Service Contribution may be constitutive and/or indispensable or facultative and/or optional.
04 Service Generation Cost
The Service Generation Cost are the cost which incur for rendering a particular & singular ICTBSS and/or service contribution (comparable to the piece cost in goods fabrication). The Service Generation Cost are determined from the service delivery capacity of a particular servicescape and all the efforts which incur for procuring, installing, operating, keeping up and maintaining this servicescape.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & Explanation
104
No. Designation Explanation
05 Service Consumer
In the first line, a Service Consumer is an employee in a business unit of an enterprise who triggers an ICTBSS for executing his upcoming business task by consuming & utilizing the service-specific benefits for this concern. In the second line, a technical system that triggers a particular service contribution from another technical system is characterized as a Service Consumer, too, e.g. an e-mail server system that triggers a DNS service from the DNS system for receiving the valid IP address referred to a distinct host name.
06 Service Customer
A Service Costumer commissions rendering services to a distinct group of authorized Service Consumers, e.g. a department head for the employees in his department. The Service Consumer is in funds of the respective service budget and he closes an SLA or service contract with the accountable Service Provider. The Service Consumer himself may be one of the authorized Service Consumers, as the case may be the only one.
07 Service Supplier
A Service Supplier is an internal or external organisational unit that is responsible for rendering specific service contributions. These service contributions are clearly, completely & concisely specified by means of the 12 standard service attributes and bindingly committed in an OLA (Operational Level Agreement) to an internal Service Supplier and by means of an UC (Underpinning Contract) to an external Service Supplier.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & Explanation
105
No. Designation Explanation
07 Service life cycle
The Service Life Cycle is the period of time starting with the explicit service trigger by an authorized Service Consumer up to the point in time when the service-specific benefits are completely and closingly rendered explicitly to the triggering Service Consumer. This period of time is also designated as the effective service delivering duration.
08 Service Output The service output is the result or the change of status of the respective service object which is effectuated by rendering a triggered service.
09 Service Specification
Well structured & unified, clear &‟ concise as well as comprehensible & strainable description of a service with its required quality and the agreed price. The clear, complete & concise service specification comprises the 12 standard service attributes.
11 Service Supply Chain Group and/or combination of internal & external service supplier which are commissioned from the accountable service provider with rendering specific service contributions for higher level service contributions and/or ICTBSS.
12 Service-Erbringungstiefe
The in-house servuction depth comprises the primary, secondary, tertiary, … service contributions for a distinct target service which the accountable service provider effectuates by his own. The deeper it is, the more service contributions the service provider effectuates himself, the higher it is, the more external service suppliers effectuate the required service contributions.
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Sources – Webinar series ‚service@ducation„, titles & links
106
No. Webinar series ‚service@ducation‘, webinar title Source / Link
SW Start-Webinar ‚service@ducation - Einführung & Überblick – Die Ausbildungsreihe zur Service-Erbringung„ http://slidesha.re/hKXHyv
01 Der Service – das unfassbare Phänomen: Den Service-Begriff verstehen & beherrschen http://slidesha.re/fIzUMj
02 Das Modell – Rollen & Regularen der Service-Erbringung: Die Service-Erbringung strukturieren & gestalten http://slidesha.re/hQnk6P
03 Der Service-Konsument – Erfolgsfaktor der Service-Erbringung: Den Service-Konsumenten erreichen & zufriedenstellen
http://slidesha.re/fYaOzh
04 Die Service-Identifizierung – Grundlage der Service-Beschreibung: Den Service-Nutzen erfassen & beschreiben http://slidesha.re/ejZVJk
05 Die Service-Spezifikation – Ausgangspunkt für Service-Erbringung: Die Service-Beschreibung erstellen & erklären
http://slidesha.re/gAab7d
06 Der Service-Katalog – Präsentationsplattform des Service Providers: Das Service-Angebot präsentieren & kommunizieren
http://slidesha.re/f6SILg
07 Der Service-Vertrag – Zusage der Service-Erbringung: Die Service-Beauftragung vorbereiten & regeln http://slidesha.re/h5EZiD
08 Das Service-Konzept – Basis verlässlicher Service-Erbringung: Die Service-Erbringung konzipieren & organisieren
http://slidesha.re/gKjJIh
09 Die Service-Preise – Grundstrukturen & Basismodelle: Die Service-Preise gestalten & präsentieren http://slidesha.re/hSHFHg
10 Der Service-Umsatz – Einkommen des Service Providers: Den Service-Umsatz ermitteln & optimieren http://slidesha.re/hshrR0
AW Abschluss-Webinar ‚Rückblick, Abschluss & Ausblick: Die Anwendung der erlernten Methoden & Mittel„ http://slidesha.re/f9T2ji
http://www.slideshare.net/PaulGHz/webinarreihe-serviceducation-grundlagen-der-servicialisierung-webinarsteckbriefe-v020000
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Sources – Topic, title & link
107
No. Topic or title Source
01 Service characteristics
http://en.wikipedia.org/wiki/Service_(economics)#Service_characteristics http://busfac32.cob.calpoly.edu/presentations/Sharon_Dobson/Ch08.ppt http://online.uis.edu/spring2002/bus322/lectures/chap01/sld040.html http://www.belkcollege.uncc.edu/mjkhouja/02%20Nature.ppt
02 ‚ServQual Model„ f. Zeithaml, Parasuraman & Berry
http://www.12manage.com/methods_zeithaml_servqual_de.html http://www.12manage.com/methods_zeithaml_servqual.html
03 Service term, definition https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des-fachbegriffs-29939479/ http://en.wikipedia.org/wiki/Service_(economics)#Service_definition
04 Service Specification by means of the 12 standard service attributes
https://www.xing.com/net/pric412f8x/servicialisierung/methoden-modelle-vorgehensweisen-verfahren-fur-service-erbringung-511853/service-spezifizierung-eindeutig-vollstandig-konsistent-mit-den-12-standard-service-attributen-30342944/ http://en.wikipedia.org/wiki/Service_(economics)#Service_specification
05 Service Specification, example for E-Mailing-Service
https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services-624096/service-spezifikation-e-mailing-services-37006903/37006903/?wsa=167921935.da2975#37006903
06 ITSM Pocket Book ‚IT-Service – Der Kern des Ganzen„ ISBN 3-9810977-2-6
http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-IT-Service-Definition/1782 http://shop.serview.de/product_info.php?cPath=21_34&products_id=36
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Sources – Topic, title & link
108
No. Topic or title Source
07
Dienstleistungsmanagement – Der Lösungsansatz für die nachhaltige Kundenbindung und Geschäftsentwicklung
http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement20041203.pdf
08 Konzeptpapier ‚Auf dem Weg zu einer Service Science„ von der Taskforce Dienstleistungen
http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091-7398a0557f0b.pdf
09 Servuction Model – ‚Services Marketing, Exam II, Lecture 6' von Dr. David Andrus
http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt
10
Presentation ‚An Introduction to Services Marketing„ from Athens University of Economics and Business
http://www.aueb.gr/users/esaopa/courses/part2.pdf
11 Articel ‚Breaking Free from Product Marketing„ from G. Lynn shostack
http://www.jstor.org/pss/1250637#
12 Book ‚Servuction„ from Pierre Eiglier & Eric Langeard
http://openlibrary.org/books/OL19821054M/Servuction
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Servicialisation – From Service Identifying to Service Billing Sources – Documents on http://www.SlideShare.Net
109
Folder with presentations & documents concerning servicialisation
http://www.slideshare.net/PaulGHz
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Sources – XING group ‚Servicialisierung„
110 http://www.xing.com/group-55245.9a4768
Hauptforengruppen
• Praxis der Service-Erbringung
• Anwendungsfälle der Servicialisierung
• Grundlagen der Service-Erbringung
• Phasen der Servicialisierung – Von Service-Identifizierung bis Service-Fakturierung
• Quellen & Stellen
• Service-Terminologie
• Servicialisierung und IT(IL) Service Management
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Sources – Template Service Catalogue
111
Inhaltsverzeichnis
1 Einführung
2 Service-Spezifizierung
3 Service-Angebot
4 Service-Spezifikation
5 Service-Kommissionierung
6 Service-Erbringung
7 Anhang
http://www.institute4it.com/servicekatalog-17.html
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
Servicialisation – From Service Identifying to Service Billing Sources – Article ‚IT-Service-Verträge im Mittelstand„
112
Inhaltsverzeichnis ISSN 1869-280X
1 Service-Begriff
2 Service-Spezifizierung
3 Service Levels
4 Service-Katalogisierung
5 Service-Kommissionierung
6 Tool-Unterstützung
7 Fazit
8 Ausblick
http://www.rifam.de/smf.html
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Servicialisation – From Service Identifying to Service Billing Sources – Pocket Book ‚IT-Service – Der Kern des Ganzen„
113
Inhaltsverzeichnis ISBN 3-9810977-2-6
1 Vorwort 2 Einführung 3 Was ist ein IT-Service 4 IT-Produkt und IT-Service - ein komplementäres Paar 5 Produktionsmodell für IT-Services 6 Alltagsbeispiel eines Service: Taxi-Service 7 Herausforderungen und Lösungsansätze 8 Service-Produktion 9 Service-Engineering 10 Von Systems zum Service Management 11 Glossar Begriffsdefinitionen 12 Abkürzungsverzeichnis 13 Literatur- und Quellenverzeichnis
http://shop.serview.de/product_info.php?cPath=21_34&products_id=36
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro