Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00
 

Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00

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This master class was hosted by the itSMF Russia for presenting the approach of servicialisation / Сервиселизация to the ITIL/itSMF community for review and discussion.

This master class was hosted by the itSMF Russia for presenting the approach of servicialisation / Сервиселизация to the ITIL/itSMF community for review and discussion.
http://www.itsmforum.ru/events/2012_05_28

Agenda
- Servicialisation – Coining, Deducing & Demarcating
- Service Trilemma – Service Quality, Service Price & Service Cost
- Service Identifying – Service Consumer, Service Object & Benefit
- Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages
- Service Composing – Service Specification, Service Map & Service Screenplay
- Service Orchestrating – Service Concept, Supplier & Service Supply Chain
- Service Cataloguing – Service Specification, Service Prices & Service Offering
- Service Committing – Service Catalogue, Service Committing & SLA
- Service Concerting – Delivery Readiness, Delivery Capacity & Delivering
- Service Billing – SLA, Service Delivery Price & Service Consumption
- Service Providing Maturity Model – Maturity Levels, Maturity Criteria & Steps

The approach shall be presented on the itSMF Congress 2012 of itSMF Russia on September 12th to 13th, 2012, too.
http://itsmforum.ru/news/all_news/2012_12_29_2

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  • A truly & truthfully accountable service provider will apply this methodology for ensuring that each & every explicitly triggered service is instantaneously effectuated for & reliably rendered to the triggering service consumer so that he can efficiently execute his upcoming activity & create value in so doing.
    Thus, the accountable service provider allows for the fact that the service consumer is
    - the single & sole activator & addressee for any service renderinig
    - the critical success factor for each singular service rendering & for the service-based value creating
    s. slide deck of the keynote 'Servicialisation - Service Consumers Center Stage!'
    http://de.slideshare.net/PaulGHz/9th-russian-it-management-congress-2012-0524-servicialisation-service-consumers-center-stage-v010100
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    Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00 Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00 Presentation Transcript

    • Master Class ‚Servicialisation - Сервиселизация‘ Servicialisation From Service Identifying to Service Billing! Сервиселизация услуги: от идентификации к биллингу! 28.05.2012 Moscow, Lomonossow University E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz XING https://www.xing.com/profile/PaulG_Huppertz ICT-Consultant & System Architect CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz Service Composer & Meta Service Provider yasni http://person.yasni.de/paul-g.-huppertz-251032.htm29.05.2012 -1-
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 -2-
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 -3-
    • Master Class ‚Servicialisation - Сервиселизация‘ Service -ialisation29.05.2012 -4-
    • Master Class ‚Servicialisation - Сервиселизация‘ Servicialisation = Guiding Concept for Service Providing Service -ialisation29.05.2012 -5-
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 -6-
    • Master Class ‚Servicialisation - Сервиселизация‘ Service adequate? Service Service Quality Con- Price reliable? sumer Service Cost29.05.2012 -7-
    • Master Class ‚Servicialisation - Сервиселизация‘ affordable? Service Service Service Service adequate? Quality Con-Customer economical? Price reliable? sumer Service Cost 29.05.2012 -8-
    • Master Class ‚Servicialisation - Сервиселизация‘ affordable? Service Service Service Service adequate? Quality Con-Customer Price reliable? sumer economical? Paying price?Service ServiceProvider Cost Paying cost? Service Effectiveness 29.05.2012 -9-
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Consumer, Service Service Identifying Service Object, Benefit Consumer Benefit Service Quality Service Specifying 12 Standard Service Attributes Service Specification Service Map Service Composing & Service Screenplay Service Concept Service Supplier Operation Level AgreementService Orchestrating & Service Supply Chain Underpinning Contract Service Cataloguing Service Specifications Service Catalogue Service Committing Service Level Specification Service Level Agreement Providing Readiness On Service triggering: Service Concerting & Providing Capacity Service rendering Service Price Service Billing x Service Count Service Bill29.05.2012 - 10 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 11 -
    • Master Class ‚Servicialisation - Сервиселизация‘ 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 • by the triggering Service Consumer • for executing his upcoming business activity.29.05.2012 - 12 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service =A benefit is benefit on service object a purposeful change of status on a particular object, that fulfils concrete requirements. 29.05.2012 - 13 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Business Process Service Consuming Value Creation Service Consumer ICT-based ServiceThe Service Consumer is the critical success factor for service rendering• He triggers a separate service when he needs one & configures it situationally & particularly.• He is involved in service rendering a 100%.• He feels any service impairment instantaneously & inevitably.• He needs & utilizes the benefits of the service for executing his upcoming activity.• He creates the business value by consuming & utilizing the service-specific benefits.• He is an external factor from the perspective of the accountable Service Provider.The Service Consumer spares himself service-relevant equipment & training.29.05.2012 - 14 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Business Process Service Consuming Value Creation Service Consumer ICT-based ServiceThe 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 softphone for E-Mailing-Services • service configuring depending on his situational & particular needs • consuming & utilizing the service-specific benefits • commercial value creation out of the service-specific benefits29.05.2012 - 15 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Life Goods & Limb & Chattels Service Consumer Data Rights & Documents & Claims S e r v i c e O b j e c t T ypes29.05.2012 - 16 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 17 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying29.05.2012 - 18 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Designation of the serviceNo. Attribute name Bronze Silver Gold Data type/measuremt. unit01 Service Consumer Benefits free description02 Service-specific Functional Parameters service-specific Service Quality03 Service Delivery Point location, interface04 Service Consumer Count Number05 Service Delivering Readiness Times Daytime hours06 Service Consumer Support Times  clear, complete & consistent Daytime hours07  Service Consumer Support Languages all 12 attribute values combined Languages08 Service Fulfilment Target  applying for each triggered service %09 Service Impairment Duration  2 pages per service specification hh:mm  offering for the Service Consumer10 Service Delivering Duration hh:mm:ss11 Service Delivery Unit service-spezifisch12 Service Delivering Price Service Price € Attributes 01 – 11 for service quality & attribute 12 for service price 29.05.2012 - 19 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Designation of the serviceNo. Attribute name Bronze Silver Gold Data type/measuremt. unit01 Service Consumer Benefits 01 B 01 S 01 G free description02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific03 Service Delivery Point 03 B 03 S 03 G location, interface04 Service Consumer Count 04 B 04 S 04 G Number05 Service Delivering Readiness Times 05 B 05 S 05 G Daytime hours06 Service Consumer Support Times 06 B 06 S 06 G Daytime hours07 Service Consumer Support Languages 07 B 07 S 07 G Languages08 Service Fulfilment Target 08 B 08 S 08 G %09 Service Impairment Duration 09 B 09 S 09 G hh:mm10 Service Delivering Duration 10 B 10 S 10 G hh:mm:ss11 Service Delivery Unit 11 B 11 S 11 G service-spezifisch12 Service Delivering Price 12 B 12 S 12 G € Per Service Level one set of 12 attribute values 29.05.2012 - 20 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Designation of the serviceNo. Attribute name In ITIL V3, Service Value is paraphrased with01 Service Consumer Benefits Service Utility02 Service-specific Functional Parameters Fitness for consumption03 Service Delivery Point What the service consumers consumes04 Service Consumer Count05 Service Delivering Readiness Times06 Service Consumer Support Times07 Service Consumer Support Languages Service Warranty08 Service Fulfilment Target Fitness for rendering09 Service Impairment Duration How the service will be rendered10 Service Delivering Duration11 Service Delivery Unit12 Service Delivering Price Coherent Designation: ICTilities – ICT-based Utility Services 29.05.2012 - 21 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Basic specfication for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Measurement Bronze Silver Gold unit01 Service Consumer Benefits For each outbound e-mail copies of the original e-mail are each delivered to the Delivered e-01.01 Delivering e-mail copies e-mail addresses specified by the service consumer. mail copy Any outbound e-mail copy with an invalid e-mail address is directly bounced to01.02 Bouncing invalid e-mail addresses the service consumer accompanied by an understandable explanation. Bounced e- mail delivery Any undeliverable copy of an outbound e-mail is directly bounced to the service errors01.03 Bouncing undeliverable e-mail copies consumer accompanied by an understandable explanation. A copy of each particular outbound and inbound e-mail is stored in the service Retained e-01.04 Retaining e-mail copies consumers central e-mailbox for maximum 90 days. mail copy A copy of each particular outbound and inbound e-mail can be completely and Restored e-01.05 Restoring e-mail copies intactly restored for the next 14 days after corruption or erroneous deletion. mail copy All outbound and inbound e-mail copies are purged from viruses or any other01.06 Protecting e-mail copies against malware malware. Protected e- mailbox01.07 Protecting e-mailboxes against spam Inbound e-mail copies are protected against any spam 29.05.2012 - 22 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Basic specfication for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Measurement Bronze Silver Gold unit02 Service-specific Functional Parameters Maximum allowable size per individual service02.01 consumer for inbound and outbound e-mail 200 500 1.000 MB copies Maximum allowable size per particular02.02 outbound or inbound e-mail copy including file 10 12 15 MB attachments Maximum allowable number of target02.03 50 100 150 Number addresses per e-mail02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format03 Service Delivery Point03.01 Microsoft/Outlook locally installed X X X03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X Type of user Microsoft/Outlook Web Access via HTTPS & Interface03.03 X X SSL03.04 RIM/Blackberry Device X04 Service Consumer Count 1 Number 29.05.2012 - 23 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Basic specfication for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Measurement Bronze Silver Gold unit05 Service Delivering Readiness Times05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:0005.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:0005.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 hh:mm05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 CE(S)T05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:0005.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:0005.07 Sunday & holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:0006 Service Consumer Support Times06.01 Monday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:0006.02 Tuesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:0006.03 Wednesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00 hh:mm06.04 Thursday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00 CE(S)T06.05 Friday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:0006.06 Saturday 07:00 – 15:00 06:00 – 17:00 00:00 – 24:0006.07 Sunday & holiday Kein support 10:00 – 17:00 00:00 – 24:0007 Service ConsumerSupport Languages07.01 Russian X X X National07.02 English X X X language 29.05.2012 - 24 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Basic specfication for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Measurement Bronze Silver Gold unit Service Fulfilment Target08 Ratio of successfully rendered e-mailing services and 95 97 98 % triggered e-mailing services per service consumer covering all applicable benefits specified in attribute 0109 Service Impairment Duration 00:40 00:30 00:20 hh:mm Service Delivering Duration10 Maximum period of time for rendering a triggered e-mailing 01:00 00:40 00:30 hh:mm service, i.e. the applicable benefits specified in attribute 01 Service Delivery Unit One copy each of the original e-mail delivered to the e-mailbox Complete set11 Basic portion of service rendering to a triggering service of delivered e- of each addressee specified by the triggering service consumer consumer mail copies12 Service Delivering Price Service Access Price12.01 5,00 7,50 10,00 € Mandatory per authorized service consumer per month Service Consumption Price option 1: Flat rate-based12.02 Fixed price per authorized service consumer per month 50,00 150,00 500,00 € for any consumed service volume Service Consumption Price option 2: Volume-based12.03 Staged fixed price per consumed service volume per tdb tdb tbd € service consumer per month Service Consumption Price option 3: Unit-based12..04 0,10 0,30 1,00 € Fixed price per consumed service delivery unit 29.05.2012 - 25 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Delivering copy 1 Making Delivering copy 2 copies E-Mailing of the Service original E-Mail Delivering copy 329.05.2012 - 26 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Consumer Service Specifying Service Customer Service Composing Service Orchestrating Service Service Bill Specification Service Cataloguing Service Committing Service Concerting Service Concept Service Billing29.05.2012 - 27 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 28 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Concept Service Specifying Service Composing29.05.2012 - 29 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Business Process Value Creation Service Service 5 Expected Experienced Service Con-Customer Service sumer Service Contract Committed RenderedService Service ServiceProvider 4 1 2 Composed Service Gap Service 3 Perceived Service Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties) http://www.12manage.com/methods_zeithaml_servqual.html 29.05.2012 - 30 -
    • Master Class ‚Servicialisation - Сервиселизация‘Potential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification 29.05.2012 - 31 -
    • Master Class ‚Servicialisation - Сервиселизация‘Potential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification 29.05.2012 - 32 -
    • Master Class ‚Servicialisation - Сервиселизация‘Potential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification Composing continuous3. between perceived and composed Service Concept 29.05.2012 - 33 -
    • Master Class ‚Servicialisation - Сервиселизация‘Potential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification Composing continuous3. between perceived and composed Service Concept Preparing Service Map4. between composed and rendered with service contributions 29.05.2012 - 34 -
    • Master Class ‚Servicialisation - Сервиселизация‘Potential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification Composing continuous3. between perceived and composed Service Concept Preparing Service Map4. between composed and rendered with service contributions Preparing5. between rendered and experienced Service Screenplay 29.05.2012 - 35 -
    • Master Class ‚Servicialisation - Сервиселизация‘Potential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Continuously from Continuously from service expectation2. between perceived and committed service specification Service Contract with Service Specification up to up to the course service experience of service rendering Composing continuous3. between perceived and composed of the toService Concept the triggering Service triggering Service Consumer Consumer Preparing Service Map4. between composed and rendered with service contributions Preparing5. between rendered and experienced Service Screenplay 29.05.2012 - 36 -
    • Master Class ‚Servicialisation - Сервиселизация‘Service Providing Activity Explanation Service ContributionWriting e-mail Employee writes e-mail content and attaches files noneTriggering an e-mailing service Authorized Service Consumer clicks on ‘Send’-Button none Copy of the original e-mail is replicated from e-mail clientReplicating the original e-mail Replicating service system to the inbound e-mail server of the e-mail accountScanning e-mail content & attachments Existing viruses or malware are identified, isolated & eliminated Antivirus service(s)on viruses and malwareAuthenticating given e-mail addresses in- and external accounts are identified & checked LDAP service(s)and the accounts relatedAddressing e-mail hosts and other Determining IP addresses for hostnames for other e-mail DNS service(s)service-relevant IT systems server systems, e-mail gateway server, SMTP gatewayRouting e-mail copies Determining e-mail routes to target domains E-mail routing service(s)Generating e-mail copies Compiling one e-mail copy per addressee Copying service(s) Forwarding either to an internal e-mail server system or to the Storing & forwardingForwarding e-mail copies SMTP gateway towards external e-mailing service supplier service(s) Delivering accounted by the committed in- or external serviceDelivering e-mail copies E-mail delivering service(s) supplier E-mail receptionSending back a delivery receipt Generally or on dedicated request acknowledgement service 29.05.2012 - 37 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Other Other Other Other Other Collaboration Unified Communi- E-Mailing ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cation Service Service Anti-Fraud Anti-Spam Services Services Service Consumer Supporting Services User Identity Managing Services Backend Application LDAP Firewalling Logon/Logoff Internet Access Maintaining Services Virtual Services Services Services Services Desktop Backend Application Services DNS DHCP Anti-Virus Software Provision Hosting Services Services Services Services Services Content Server OS Data Transporting Workplace Environment Housing Services Hosting Services Services Rental Services (WERS) Storage System Server Device Network System Workplace System Housing Services Housing Services Managing Services Delivering Services Each & every ICT-system based Business Support Services (ICTBSS) is aggregated from the same standard service contributions.29.05.2012 - 38 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Other Other Other Other Other Collaboration Unified Communi- E-Mailing ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cation Service Service Anti-Fraud Anti-Spam Services Services Service Consumer Supporting Services User Identity Managing Services Backend Application LDAP Firewalling Logon/Logoff Internet Access Maintaining Services Virtual Services Services Services Services Desktop Backend Application Services DNS DHCP Anti-Virus Software Provision Hosting Services Services Services Services Services Content Server OS Data Transporting Workplace Environment Housing Services Hosting Services Services Rental Services (WERS) Storage System Server Device Network System Workplace System Housing Services Housing Services Managing Services Delivery Services Each & every standard service contribution must be specified only once by means of the 12 standard service attributes.29.05.2012 - 39 -
    • Master Class ‚Servicialisation - Сервиселизация‘ E-Mailing Service Anti-Spam Services Service Consumer Supporting Services User Identity Managing Services Backend Application LDAP Firewalling Logon/Logoff Internet Access Maintaining Services Services Services Services Services Backend Application DNS DHCP Anti-Virus Software Provision Hosting Services Services Services Services Services Content Server OS Data Transporting Workplace Environment Housing Services Hosting Services Services Rental Services Storage System Server Device Network System Workplace System Housing Services Housing Services Managing Services Delivery 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.29.05.2012 - 40 -
    • Master Class ‚Servicialisation - Сервиселизация‘ 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 service29.05.2012 - 41 -
    • Master Class ‚Servicialisation - Сервиселизация‘ 1. Service specification Service drives Specifi- cation 2. Service Map Service transmissions Map Service Screen- 3. Service Screenplay play enacts29.05.2012 - 42 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 43 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing Service Orchestrating29.05.2012 - 44 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing Service Service Service Orchestrating Contri- Contri- Service bution bution Provider Service Service Contri- Contri- bution bution Service Contri- Service Orchestrating bution in-/external Service Suppliers Internal Service Supplier External Service Supplier29.05.2012 - 45 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 46 -
    • Master Class ‚Servicialisation - Сервиселизация‘29.05.2012 - 47 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Catalogue Service Spezifying Service Composing Service Orchestrating Service Cataloguing29.05.2012 - 48 -
    • Master Class ‚Servicialisation - Сервиселизация‘Service Committing Service Consuming Service Service Customer Consumer Service Provider Service Concerting Goods Ordering, System Asset Docu- Catalogue Delivering & documentation menting Inventoring Inventory (CMDB/CMS)29.05.2012 - 49 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Register of Register of goods Register of all Detailed specifications for which can be relevant items (technical) ICT-based ordered & utilized which have been documentation of Business Support for rendering ICT- procured & are all ICT-systems, Services based Business utilized which are utilized which can be Support Services for rendering for rendering committed per SLA (ICTBSS) ICTBSS ICTBSS / service contract Goods Ordering, System Asset Docu- Catalogue Delivering & Documentation menting Inventoring Inventory (CMDB/CMS)29.05.2012 - 50 -
    • Master Class ‚Servicialisation - Сервиселизация‘ The service specification is the quintessential connector Register of specifications for Register of Register of ICT-based service contracts prepared Business Support / SLAs service concepts Services which have been for offered which can be commissioned by services committed per SLA service consumers / service contract SLA SLA SLA List of authorized List of authorized service consumers List of authorized service consumers service consumers29.05.2012 - 51 -
    • Master Class ‚Servicialisation - Сервиселизация‘29.05.2012 - 52 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 53 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Catalogue Service Specifying Service Composing Service Orchestrating Service Cataloguing SLA template Service Committing List of authorized service consumers29.05.2012 - 54 -
    • Master Class ‚Servicialisation - Сервиселизация‘ 1 SLA-Identification 1.1 SLA-ID Service 1.2 Period of SLA validity Service Customer 1.3 Service Customer Consumer 1.4 Service Consumers 1.5 Service Provider 1.6 Short Service Description 1.7 Liabilities Service 1.8 Committment and Signatures Provider 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 liabilities29.05.2012 - 55 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 56 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Consuming Service Service Service Service Service Service Provider Service Service Concerting 2. Keeping up & adjusting and/or service providing capacity in-/external Service Service Triathlon 1. Establishing & keeping up Suppliers service providing readiness29.05.2012 - 57 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 58 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing Service Orchestrating E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers Service CataloguingReference Trigger Potential Service Bronze Silver Gold Total Period Rate Emergence 50 consumers 40 consumers 10 consumers Hour 3 300 15 € 36 € 30 € 81 € Service Committing Day 24 2.400 120 € 288 € 240 € 648 € Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 € ServiceAccess Price fix per month + Service Concerting + 500 € + 300 € + 100 € 900 € Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 € Service Billing Total amount service revenue per month 13.860 € (for 100 Service Consumers) 29.05.2012 - 59 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Utility Service ICT Service Provider Provider knows neither knows the reference unit & reference unit nor earning ratio Service the earning ratio  Service Quality Price Service Utility Service Power Supply Cost ICTility ServiceReference unit kWh Reference unit ??????????Electricity rate 0,12 €/kWh Service price ? / ?unit?Generating cost 0,04 €/kWh Service cost ? / ?unit?Earning ratio 0,08 €/kWh Service Profit Ratio Earning ratio ? / ?unit? 29.05.2012 - 60 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Designation of the serviceNo. Attribute name Bronze Silver Gold Data type/measuremt. unit01 Service Consumer Benefits 01 B 01 S 01 G free description02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific03 Service Delivery Point 03 B 03 S 03 G location, interface04 Service Consumer Count 04 B 04 S 04 G Number05 Service Delivering Readiness Times 05 B 05 S 05 G Daytime hours06 Service Consumer Support Times 06 B 06 S 06 G Daytime hours07 Service Consumer Support Languages 07 B 07 S 07 G Languages08 Service Fulfilment Target 08 B 08 S 08 G %09 Service Impairment Duration 09 B 09 S 09 G hh:mm10 Service Delivering Duration 10 B 10 S 10 G hh:mm:ss11 Service Delivery Unit 11 B 11 S 11 G service-spezifisch12 Service Delivering Price 12 B 12 S 12 G € Per Service Level one set of 12 attribute values 29.05.2012 - 61 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Designation of the serviceNo. Attribute name Attribute value Data type/measuremt. unit01 Service Consumer Benefits Listing benefits Free text description… … …11 Service Delivery Unit Basic portion of benefits service-specific12 Service Delivering Price Definitive price data Amount in €, $ Service Delivery Unit • Reference unit for service consumption (price) Service Delivering Price • ??,?? € per Service Delivery Unit Service Cost • ??,?? € per Service Delivery Unit Service Profit Ratio • ??,?? € per Service Delivery Unit 29.05.2012 - 62 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Business Process Service Consuming Value Creation Service Service Triggering Rate Consumer per Service Consumer 3 E-Mailing-Services/hour Service Level Agreement Service Level Bronze Authorized Service Consumers29.05.2012 - 63 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Businss Process Service Consuming Value Creation Service Service Triggering Rate Consumer per Service Consumer 3 E-Mailing-Services/hour E-Mailing-Services for 100 Service Consumers Reference Service Triggering Service Triggering potential period Rate Emergence Service Triggering Emergence hour 3 300 for 100 Service Consumers day 24 2.400 100 x 3 E-Mailing-Services/hour = 300 E-Mailing-Services/hour week 120 12.000 1 (Work) Day = 8 (Work) Hours month 480 48.000 1 (Work) Month = 20 (Work) Days 1 (Work) Year = 200 (Work) Days year 4.800 480.00029.05.2012 - 64 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Basic specification for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Bronze Silver Gold Measurmt Unit Service Fulfilment Target Ratio of successfully rendered e-mailing services and08 triggered e-mailing services per service consumer covering 95,00 97,00 98,00 % all applicable benefits specified in attribute 0109 Service Impairment Duration 00:40 00:30 00:20 hh:mm Service Delivering Duration10 Maximum allowable period of time for rendering a triggered 01:00 00:40 00:30 hh:mm e-mailing service, i.e. the applicable benefits specified in attribute 01 Service Delivery Unit One copy each of the original e-mail delivered to the e-mailbox Complete set11 Basic portion for rendering an e-mailing service to the of each addressee specified by the triggering service consumer of delivered e- triigering service consumer mail copies12 Service Delivering Price Service Access Price12.01 Mandatory per authorized service consumer per month 5,00 7,50 10,00 € Service Consumption Price option 1: Flat rate-based12.02 Fixed price per authorized service consumer per month 200 300 500 € for any consumed service volume Service Consumption Price option 2: Volume-based 1 – 5.000 : tbd 1 – 7.000 : tbd 1 – 8.000 : tbd12.03 Staged fixed price per consumed service volume per 5.001 – 10.000 : tbd 7.001 – 12.000 : tbd 8.001 – 15.000 : tbd € service consumer per month > 10.000 : tbd > 12.000 : tbd > 15.000 : tbd Service Consumption Pric eoption 3: Unit-based12.04 Fixed price per consumed service delivery unit 0,10 0,30 1,00 € 29.05.2012 - 65 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Basic specification for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Bronze Silver Gold Measurmt Unit Service Fulfilment Target Ratio of successfully rendered e-mailing services and08 triggered e-mailing services per service consumer covering 95,00 97,00 98,00 % all applicable benefits specified in attribute 0112 Service-Erbringungspreis optimal case: Service Mandatory: Service Access Price12.01 5,00 7,50 10,00 € Fulfilment Grade per authorized service consumer per month Service Consumption Price, option 3: Unit-based12.04 100% 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 ConsumersReference Triggering Potential Service Bronze Silver Gold Total Period Rate Emergence 50 consumers 40 consumers 10 consumers 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) 29.05.2012 - 66 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Service Revenue Efforts particular effort x Service for individual Delivering Price Service Rendering efforts for effective Service Service Providing Trigger Emergence Capacity Service Triggering efforts for Rate per authorized Service Providing Service Consumer Readiness29.05.2012 - 67 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Service Revenue Efforts x Service Delivering Price particular effort + Overplus for individual Service Rendering efforts for effective Service Service Providing Trigger Emergence Capacity Service Triggering efforts for Rate per authorized Service Providing Service Consumer Readiness29.05.2012 - 68 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Service Revenue Efforts x Service Delivering Price particular effort + Margin for individual Service Rendering efforts for effective Service Service Providing Trigger Emergence Capacity Service Triggering efforts for Rate per authorized Service Providing Service Consumer Readiness29.05.2012 - 69 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 70 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing Service Orchestrating Service Cataloguing Service Committing Service Concerting 1: established Service Billing29.05.2012 - 71 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing Service Orchestrating Service Cataloguing Service Committing 2: specified Service Concerting 1: established Service Billing29.05.2012 - 72 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing Service Orchestrating 3: composed Service Cataloguing Service Committing 2: specified Service Concerting 1: established Service Billing29.05.2012 - 73 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying Service Composing 4: conducted Service Orchestrating 3: composed Service Cataloguing Service Committing 2: specified Service Concerting 1: established Service Billing29.05.2012 - 74 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Service Identifying Service Specifying 5: optimized Service Composing 4: conducted Service Orchestrating 3: composed Service Cataloguing Service Committing 2: specified Service Concerting 1: established Service Billing29.05.2012 - 75 -
    • Master Class ‚Servicialisation - Сервиселизация‘ • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service OfferingCentro • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Providing Maturity Model – Maturity Levels, Maturity Criteria & StepsExtro • Discussion – Repeating, Reviewing & Revising29.05.2012 - 76 -
    • Master Class ‚Servicialisation - Сервиселизация‘ Your questions? My answers! E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz XING https://www.xing.com/profile/PaulG_Huppertz ICT-Consultant & System Architect CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz Service Composer & Meta Service Provider yasni http://person.yasni.de/paul-g.-huppertz-251032.htm29.05.2012 - 77 -