This slide deck has been presented - on 27.08.2014 - in the course of a weekly telco - of the ISSIP (International Society of Service Innovation Professionals) http://www.issip.org Agenda - Service - Word, Derivation & Translation - Service Term - Demarcation, Essence & Definition - Service Identifiers - Service Consumer, Service Object & Benefit The generic & complete, consistent & coherent definition of the term service is the solid & resilient foundation for clearly & precisely identifying any required and/or desired service type - by means of its 3 constitutive service identifiers - from the perspective & perception of addressed / authorized service consumers, namely 1. Service Consumer who to a service must be rendered on his explicit trigger 2. Service Object which to the service-specific benefit must be effectuated 3. Service-specific benefit that must be effectuated to the service object This easy & catchy method of service identifying is - explained on the blog of OmniNet in the articles -- title 'Service Identifying - 3 Service Identifiers' http://omnitracker2.blogspot.com/2012/02/paul-g-huppertz-service-identifying-3.html -- title 'Определение услуг – 3 идентификатора услуг' http://omnitracker.blogspot.com/2012/02/blog-post.html - illustrated in the slide deck of the lecture -- title 'Service Offering - From Service Specifying to Service Cataloguing' http://de.slideshare.net/PaulGHz/lecture-service-offering-from-service-specifying-to-service-cataloguing-v-010000 - integrated into the methodology of servicialisation as taught in the master class -- title 'Servicialisation - From Service Identifying to Service Billing' http://de.slideshare.net/PaulGHz/master-class-servicialisation-from-service-identifying-to-service-billing-20120528-v020300 s. Konzeptpapier 'Servicialisierung - Service-Erbringung & Methodik' https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf s. Strukturmatrix 01 'Servicialisierung & Methoden' https://www.slideshare.net/PaulGHz/strukturmatrix-01-servicialisierung-methoden-v060100pdf - explained in German in the whitepaper 'Service-Identifizierung - Service-Typ & Wesensmerkmale' https://www.slideshare.net/PaulGHz/konzeptpapier-serviceidentifizierung-servicetyp-wesensmerkmale-v060200pdf The well founded, universally valid & consistent definition for the term 'service' is traceably derived & plausibly explained in the German written whitepaper 'Service-Definition - Herleitung & Anwendung'. https://www.slideshare.net/PaulGHz/konzeptpapier-servicedefinition-herleitung-und-anwendung-v060200pdf s. Glossar Service-Terminologie https://www.slideshare.net/PaulGHz/servicialisierung-glossar-serviceterminologie-v070000 s. Diskussionspapier 'Workshop 'Service-Definition'' https://www.slideshare.net/PaulGHz/diskussionspapier-workshop-servicedefinition-v090000

1. E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile Phone +49-1520-9 84 59 62
Landline Phone +49-6123-74 04 16
XING https://www.xing.com/profile/PaulG_Huppertz
LinkedIn http://www.linkedin.com/in/paulghuppertz
SlideShare http://www.slideshare.net/PaulGHz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Paul G. Huppertz
named Servísophos
Servicing Consultant & System Architect
Service Composer & Meta Service Provider
ISSIP
Service Terminology
servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62
Service
Word & Term
Wednesday, August 27, 2014 / 27.08.2014
07:30 – 08:00 AM PDT / 10:30 – 11:00 AM EDT / 04:30 – 05:00 PM CEST
Weekly conference call
International Society of Service Innovation Professionals (ISSIP)
http://www.issip.org/
1

2. ISSIP
Service – Word & Term
Outline – Sections & Contents
Intro
• Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
2
Intro | Service Term | Service Identifiers | Extro

3. ISSIP
Service – Word & Term
Outline – Sections & Contents
Intro
• Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
3
Intro | Service Term | Service Identifiers | Extro

4. ISSIP
Service – Word & Term
Service – Word, Derivation & Translation
The word service
• derives from the Latin verb
‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘
• has been derived from the past participle ‚servitum‘ – ‚served‘
Conclusions
• someone must be attended for his interests
• for appropriately attending this ‚someone‘, a.k.a. the service consumer
• the service consumer must be known & authorized
• his interests must be determined from his perspective
• the points in time must be determined according to his exigencies
• the required and/or desired output must be described from his perspective
• another party must attend the service consumer, a.k.a. the service provider
4
Intro | Service Term | Service Identifiers | Extro
http://www.frag-caesar.de/lateinwoerterbuch/servire-uebersetzung.html

5. ISSIP
Service – Word & Term
Outline – Sections & Contents
Intro
• Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
5
Intro | Service Term | Service Identifiers | Extro

6. ISSIP
Service – Word & Term
Service Term – Meanings, Examples & Demarcations
6
Service
Benefits
to a bene-
ficiary
„Public
Service“
Sea-
faring
route
Data
Trans-
mitting
Archi-
tectural
element
Table-
ware
Intro | Service Term | Service Identifiers | Extro

7. ISSIP
Service – Word & Term
Service Term – Basic Definition, Benefit & Essence
A service is
a set of BENEFITS.
7
For a(ny) service its benefit is its essence,
to wit: its constitutive trait.
{‘proté ousia’ – ‘primary substance’ according to the category theory from Aristotle,
in Latin ‘quidditas’ – ‘what it is’}
s. Wikipedia entry ‘Essence’ - http://en.wikipedia.org/wiki/Essence
Intro | Service Term | Service Identifiers | Extro

8. ISSIP
Service – Word & Term
Service Term – Basic Definition, Service Characteristics & Inclusion
A service is
a set of ONE-TIME CONSUMABLE AND PERISHABLE benefits.
8
For a(ny) service the service characteristics, mainly
• Intangibility (= untouchability)
• Immateriality (= no material whatsoever)
• Insubstanciality (= without any physical or logical substance)
• Perishability (= fugacity, transitoriness)
are its accident,
to wit: its secondary features that are innate to any service.
{ ‘deutera ousia – ‘secondary substance’ according to the category theory form Aristotle
in Latin ‘qualitas’ – ‘how it is’}
s. Wikipedia entry ‘Accident’ - http://en.wikipedia.org/wiki/Accident_(philosophy)
Intro | Service Term | Service Identifiers | Extro

9. ISSIP
Service – Word & Term
Service Term – Explanation, Accountability & Service Provider
A service is
a set of one-time consumable and perishable benefits,
• ensured by an ACCOUNTABLE SERVICE PROVIDER.
9
Intro | Service Term | Service Identifiers | Extro

10. ISSIP
Service – Word & Term
Service Term – Service-relevant Elements, Systems & Actors
A service is
a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by SYSTEM FUNCTIONS AND/OR ACTIVITIES.
10
Intro | Service Term | Service Identifiers | Extro

11. ISSIP
Service – Word & Term
Service Term – Commissioning, Beneficiaries & Commitment
11
A service is
a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned
• by SERVICE CUSTOMERS (= SERVUCTION CUSTOMERS)
• for AUTHORIZED SERVICE CONSUMERS
• from an ACCOUNTABLE SERVICE PROVIDER.
Intro | Service Term | Service Identifiers | Extro

12. ISSIP
Service – Word & Term
Service Term – Service Consumer, Service Trigger & Service Rendering
12
A service is
a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned
• by service customers (= servuction customers)
• for authorized service consumers
• from an accountable service provider
• rendered
• explicitly to an AUTHORIZED SERVICE CONSUMER
• on his explicit SERVICE TRIGGER
Intro | Service Term | Service Identifiers | Extro

13. ISSIP
Service – Word & Term
Service Term – Service Consumer, Service Object & Service-specific Benefits
13
A service is
a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned
• by service customers (= servuction customers)
• for authorized service consumers
• from an accountable service provider
• rendered
• explicitly to an authorized service consumer
• on his explicit service trigger
• by effectuating the service-specific BENEFITS TO THE SERVICE OBJECT.
Intro | Service Term | Service Identifiers | Extro

14. ISSIP
Service – Word & Term
Service Term – Service Consumer, Service Consuming & Activity
14
A service is
a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned
• by service customers (= servuction customers)
• for authorized service consumers
• from an accountable service provider
• rendered
• explicitly to an authorized service consumer
• on his explicit service trigger
• by effectuating the service-specific benefits to the service object
• consumed
• by the TRIGGERING SERVICE CONSUMER
• for efficiently executing his UPCOMING ACTIVITY.
Intro | Service Term | Service Identifiers | Extro

15. ISSIP
Service – Word & Term
Service Term – Definition, Addition & Explanation
15
A service is
a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned
• by service customers (= servuction customers)
• for authorized service consumers
• from an accountable service provider
• rendered
• explicitly to an authorized service consumer
• on his explicit service trigger
• by effectuating the service-specific benefits to the service object
• consumed
• by the triggering service consumer
• for efficiently executing his upcoming activity.
Intro | Service Term | Service Identifiers | Extro
generic & consistent
definition
explanation of
• main roles
• course of service
rendering

16. ISSIP
Service – Word & Term
Outline – Sections & Contents
Intro
• Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
16
Intro | Service Term | Service Identifiers | Extro

17. ISSIP
Service – Word & Term
Service Identifiers – Benefit, Service Object & Service Consumer
17
A service is
a set of one-time consumable and perishable BENEFITs,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned
• by service customers (= servuction customers)
• for authorized service consumers
• from an accountable service provider
• rendered
• explicitly to an authorized service consumer
• on his explicit service trigger
• by effectuating the service-specific benefits to the SERVICE OBJECT
• consumed
• by the triggering SERVICE CONSUMER
• for efficiently executing his upcoming activity.
Intro | Service Term | Service Identifiers | Extro

18. ISSIP
Service – Word & Term
Service Identifiers – Generic, Constitutive & Exhaustive
18
Service =
benefit
to the service object
3 generic & constitutive
service identifiers
for any service type
 Service Consumer
 Service Object
 Service-specific Benefit
Service Identifying
Intro | Service Term | Service Identifiers | Extro

19. Service =
benefit
to the service object
ISSIP
Service – Word & Term
Service Identifiers – Explanations, Relationships & Dependencies
19
Intro | Service Term | Service Identifiers | Extro
 Service Consumer
whom to a service must be
reliably rendered on his
explicit service trigger
 Service object,
which to the service-specific
benefit must be safely &
securely effectuated on the
explicit service trigger of an
authorized service consumer
 Service-
specific
benefit
that must be
effectuated to
the service
object
Service Identifying

20. ISSIP
Service – Word & Term
Service Identifiers – Service Consumer, Service Object Owner & Activator
20
Intro | Service Term | Service Identifiers | Extro
Service
Consumer
4 Categories of Service Object Types

21. ISSIP
Service – Word & Term
Service Identifiers – Category 1, Service Object Type & Examples
21
Intro | Service Term | Service Identifiers | Extro
Life
& Limb
Service
Consumer
4 Categories of Service Object Types

22. ISSIP
Service – Word & Term
Service Identifiers – Category 2, Service Object Types & Examples
22
Intro | Service Term | Service Identifiers | Extro
Goods
& Chattels
Service
Consumer
4 Categories of Service Object Types

23. ISSIP
Service – Word & Term
Service Identifiers – Category 3, Service Object Types & Examples
23
Intro | Service Term | Service Identifiers | Extro
Rights
& Claims
Service
Consumer
4 Categories of Service Object Types

24. ISSIP
Service – Word & Term
Service Identifiers – Category 4, Service Object Types & Examples
24
Intro | Service Term | Service Identifiers | Extro
Data
& Documents
Service
Consumer
4 Categories of Service Object Types

25. ISSIP
Service – Word & Term
Service Identifiers – Explanations, Relationships & Dependencies
25
Intro | Service Term | Service Identifiers | Extro
Life
& Limb
Goods
& Chattels
Data
& Documents
Rights
& Claims
Service
Consumer
4 Categories of Service Object Types

26. ISSIP
Service – Word & Term
Outline – Sections & Contents
Intro
• Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
26
Intro | Service Term | Service Identifiers | Extro

27. ISSIP
Service Terminology
servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62
Service
Word & Term
“If words are incorrect, language is not in accordance with the truth of things.”
[Confucius]
27
E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile Phone +49-1520-9 84 59 62
Landline Phone +49-6123-74 04 16
XING https://www.xing.com/profile/PaulG_Huppertz
LinkedIn http://www.linkedin.com/in/paulghuppertz
SlideShare http://www.slideshare.net/PaulGHz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Paul G. Huppertz
named Servísophos
Servicing Consultant & System Architect
Service Composer & Meta Service Provider

28. ISSIP
Service – Word & Term
Appendix – Sources, Links & References
Intro
• Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
28
Intro | Service Term | Service Identifiers | Extro

29. ISSIP
Service – Word & Term
Appendix – Sources, Links & References
29
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
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
http://www.learnmarketing.net/servicemarketing.htm
XING-Forum ‚Service-Charakteristika‘
https://www.xing.com/communities/forums/100632561
Slide deck ‚Future of Service Marketing – Trick or Treat?‘
http://www.lovelock.com/associates/images/news/Frontiers2004FutureofServicesMarketing.pdf
02
‚ServQual Model‘
v. 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
XING-Forum‚Service-Begriff – Definierung & Erläuterung‘
https://www.xing.com/communities/posts/service-begriff-definierung-und-erlaeuterung-1005384609
XING-Forum ‚Service-Begriff – Abgrenzung & Einordnung‘
https://www.xing.com/communities/posts/service-begriff-abgrenzung-und-einordnung-1005384610
XING-Forum ‚Service-Begriff – Wortherkunft , Wortbedeutung & Wortgebrauch‘
https://www.xing.com/communities/posts/service-wortherkunft-wortbedeutung-und-wortgebrauch-1005384605

30. ISSIP
Service – Word & Term
Appendix – Sources, Links & References
30
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
04
Services specifying based on
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
XING-Forum ‚Phase 02: Service-Spezifizierung‘
https://www.xing.com/communities/forums/100632600
Artikel ‚Service-Spezifizierung – 12 Service-Attribute‘ bei ComConsult Research
http://www.comconsult-research.de/service-spezifizierung-12-service-attribute/
Article ‚Service Specifying – 12 Service Attributes‘ on the blog of OmniNet
http://omnitracker2.blogspot.de/2012/05/paul-g-huppertz-service-specifying-12.html
05
Service specification,
example E-Mailing-Service
https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services-
624096/service-spezifikation-e-mailing-services-
37006903/37006903/?wsa=167921935.da2975#37006903
http://de.slideshare.net/PaulGHz/servicialisierung-spezifikation-emailingservice-20110802-
v010001
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
07
IT Service Capability Maturity
Model (IT Service CMM)
- ITSCMM Presentation
- IT Service CMM V1.0
http://blog.vsharing.com/Uploads/UserDirs/3/935/373944/itscmm-presentation.pdf
http://sites.google.com/site/itservicecmmwebsite/itscmm-1.0rc1.pdf
http://sites.google.com/site/itservicecmmwebsite/managementsummary

31. ISSIP
Service – Word & Term
Appendix – Sources, Links & References
31
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
08
Fachartikel ‚ Dienstleistungs-
management – Der Lösungsansatz für
die nachhaltige Kundenbindung und
Geschäftsentwicklung‘
http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement2004120
3.pdf
09
Konzeptpapier ‚Auf dem Weg zu einer
Service Science‘ von der Taskforce
Dienstleistungen aus der Forschungs-
union ‚Wirtschaft – Wissenschaft‘
http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091-
7398a0557f0b.pdf
10
Servuction Model – ‚Services
Marketing, Exam II, Lecture 6'
von Dr. David Andrus
http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt
11
Slide deck‚An Introduction to Services
Marketing‘ from Athens University of
Economics and Business
http://www.aueb.gr/users/esaopa/courses/part2.pdf
12
Article ‚Breaking Free from Product
Marketing‘ from G. Lynn Shostack
http://www2.fiu.edu/~ereserve/010019208-1.pdf
13
Book
‚Servuction - le marketing des services‘
von Pierre Eiglier & Eric Langeard
http://openlibrary.org/books/OL19821054M/Servuction
14
Article ‚Le service et sa servuction‘
from Pierre Eiglier
http://www.cerog.org/fileadmin/files/cerog/wp/627.pdf

32. ISSIP
Service – Word & Term
Appendix – Sources, Links & References
32
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
15 ITIL V3 (Edition 2007 & Edition 2011)
• itSMF_An_Introductory_Overview_of_ITIL_V3
• Volume ‚Service Design‘
• ITIL® V3 Glossary v01, 30 May 2007
• ITIL® glossary and abbreviations
• ITIL® deutsches Glossar, v1.0, 29. Juli 2011, basierend auf dem englischen Glossar
v1.0, 29. Juli 2011
http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx
16 ITIL V2
• Volume ‚Service Delivery‘‘
• Volume ‚ICT Infrastructure Management‘
• Volume‚ Application Management‘
• Volume ‚ Planning to Implement Service Management‘
• ITIL® Glossary v01, 1 May 2006
17 ITIL V1 Band "IT Services Organization" ,'Annex A, Glossary of terms, Terms used in this module'

33. ISSIP
Service – Word & Term
Appendix – Sources, Links & References
33
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
18
Initiative
‚Taking Service Forware (TSF) –
Adaptive Service Model (ASM)‘
Document ‚Adaptive Service Model - Architecture concepts, modelling language and
principles v0.8’
https://docs.google.com/document/d/1TcZqo71wDAzW2qQsAdEBE3WlFTEO34wSOygo
6zGu2xA/edit?pli=1
Slide deck ‚Taking Service Forward – Service definition v0.2‘
https://docs.google.com/file/d/0B5lGspmnGBO5MU8tejdqYmRzZVE/edit?pli=1
Recording of the web session ‚Taking Service Forward on definition of service‘
on April 3, 2014
http://www.youtube.com/watch?v=YE0NAvv3DQM
LinkedIn group ‚Taking Service Forward (TSF) – Adaptive Service Model (ASM)‘
http://www.linkedin.com/groups/Taking-Service-Forward-Adaptive-Service-
7430088/about