ServicialisationConcept for reliable, efficient & payable service rendering                                               ...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – Guiding Concept for reliable Service Rendering         Servicialisation – Root term, Suffix & Synthesis...
Servicialisation – Guiding Concept for reliable Service Rendering        Servicialisation – Root term, Synthesis & Meaning...
Servicialisation – Guiding Concept for reliable Service Rendering                         Servicialisation – Deduction, An...
Servicialisation – Guiding Concept for reliable Service Rendering                         Servicialisation – Deduction, An...
Servicialisation – Guiding Concept for reliable Service Rendering     Service Characteristics – intractable, cumbersome & ...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – Guiding Concept for reliable Service RenderingService Trilemma – Service Consumer, Service Quality & Ex...
Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Customer, Service Price & Exp...
Servicialisation – Guiding Concept for reliable Service RenderingService Trilemma – Service Provider, Cost Effectiveness &...
Servicialisation – Guiding Concept for reliable Service Rendering                        3 separate Layers                ...
Servicialisation – Guiding Concept for reliable Service Rendering                  3 self-contained Activity Areas        ...
Servicialisation – Guiding Concept for reliable Service Rendering               3 complementary Management Areas          ...
Servicialisation – Guiding Concept for reliable Service Rendering               3 complementary Management Areas          ...
Servicialisation – Guiding Concept for reliable Service RenderingValue Creation – Service Consumer, ICTBSS & Service Contr...
Servicialisation – Guiding Concept for reliable Service Rendering          3 Chains  3 Libraries – ITIL, SDML & BVML     ...
Servicialisation – Guiding Concept for reliable Service Rendering  Service Definition – Clarification, Demarcation & Examp...
Servicialisation – Guiding Concept for reliable Service Rendering   Service Definition – Service Consumer, Benefits & Uniq...
Servicialisation – Guiding Concept for reliable Service Rendering             Servicescape – Term, Examples & Parties     ...
Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Value Creator, Success Factor & Exter...
Servicialisation – Guiding Concept for reliable Service Rendering  Service Consumer – Service Trigger, Autonomy & Value Cr...
Servicialisation – Guiding Concept for reliable Service Rendering      Service Delivery Model – Servicescape, Sphere & Rol...
Servicialisation – Guiding Concept for reliable Service Rendering           Servicialisation – Phases, Methods & Results S...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – From Service Identifying to Service Billing   Service Identifying – Benefit, Service Object & Requireme...
Servicialisation – From Service Identifying to Service BillingService Identifying – Service Consumer, Service Object & Typ...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – From Service Identifying to Service Billing      Service Specifying – simply, catchy & uniformlyService...
Servicialisation – From Service Identifying to Service BillingService Specifying – Service Attributes, Service Quality & S...
Servicialisation – From Service Identifying to Service Billing         Service Specifying – 12 Attributes, 3 Levels & 2 Pa...
Servicialisation – From Service Identifying to Service Billing      Service Specifying – Service Value, Service Utility & ...
Servicialisation – From Service Identifying to Service Billing        Service Specifying – Example, E-Mailing Service & At...
Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute...
Servicialisation – From Service Identifying to Service Billing  Service Specifying – Example, E-Mailing Service & Attribut...
Servicialisation – From Service Identifying to Service Billing  Service Specifying – Example, E-Mailing Service & Attribut...
Servicialisation – From Service Identifying to Service BillingService Specifying – Example, E-Mailing Service & Illustrati...
Servicialisation – From Service Identifying to Service Billing        Service Specification – Centre, Hub & Linchpin Servi...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – From Service Identifying to Service BillingService Composing – Service Specification, Map & ScreenplayS...
Servicialisation – From Service Identifying to Service Billing    Service Composing – Motivation, Service Quality & Gaps  ...
Servicialisation – From Service Identifying to Service Billing     Service Composing – Gap 1, Reference & Counter MeasureP...
Servicialisation – From Service Identifying to Service Billing      Service Composing – Gap 2, Reference & Counter Measure...
Servicialisation – From Service Identifying to Service Billing      Service Composing – Gap 3, Reference & Counter Measure...
Servicialisation – From Service Identifying to Service Billing      Service Composing – Gap 4, Reference & Counter Measure...
Servicialisation – From Service Identifying to Service Billing      Service Composing – Gap 5, Reference & Counter Measure...
Servicialisation – From Service Identifying to Service Billing         Service Concept – Elements, Contents & AlignmentPot...
Servicialisation – From Service Identifying to Service Billing    Service Screenplay – Activity, Explanation & Service Con...
Servicialisation – From Service Identifying to Service BillingService Composing – ICTBSS, Service Contributions & Aggregat...
Servicialisation – From Service Identifying to Service BillingService Composing – ICTBSS, Service Contributions & Specific...
Servicialisation – From Service Identifying to Service Billing     Service Concept – Elements, Content & Alignment        ...
Servicialisation – From Service Identifying to Service BillingService Composing – E-Mailing Service, Service Map & Contrib...
Servicialisation – From Service Identifying to Service Billing    Service Concept – Drive, Transmission & Realization 1. S...
Servicialisation – From Service Identifying to Service Billing                   Agenda – Contents & Chapters         • Se...
Servicialisation – From Service Identifying to Service BillingService Orchestrating – Service Concept, Service Map & Scree...
Servicialisation – From Service Identifying to Service BillingService Orchestrating – Service Concept, Service Map & Dispo...
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
Servicialisation - From Service Identifying to Service Billing V01.02.00
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Servicialisation - From Service Identifying to Service Billing V01.02.00

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This presentation comprises the basic terms & foundations, phases & methods of servicialisation, in particular
- Servicialisation – Coining, Deducing & Demarcating
- Service Trilemma – Service Quality, Service Price & Service Cost
- 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 Specifications, Service Prices & Service Offerings
- Service Committing – Service Catalogue, Service Specification & SLA
- Service Concerting – Delivery Readiness, Delivery Capacity & Delivering
- Service Billing – SLA, Service Delivery Price & Service Consumption
- Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps

The generic & continuous concept of servicialisation is further discussed (in German) in the XING group ’Servicialisierung - verlässliche, rationelle & rentable Service-Erbringung’
http://www.xing.com/group-55245.9a4768

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  • Yesterday, I have started a discussion in the LinkedIn group 'ITIL / ITSM' about servicialisation, in particular about the definition of the service term, service identifying and service specifying. You might want to join us for reading and discussion some details.
    http://www.linkedin.com/groups/ITIL-Definition-service-term-100790.S.66345354?qid=35cae977-801f-4247-9530-9c295e2189b9&trk=group_most_popular-0-b-ttl&goback=%2Egna_100790%2Egmp_100790
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Servicialisation - From Service Identifying to Service Billing V01.02.00

  1. 1. ServicialisationConcept for reliable, efficient & payable service rendering Servicialisation From Service Identifying to Service Billing E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz ICT-Consultant & System Architect yasni http://person.yasni.de/paul-g.-huppertz-251032.htm Service Composer & Meta Service Provider LinkedIn http://www.linkedin.com/in/paulghuppertz 1 servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62
  2. 2. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 2 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  3. 3. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 3 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  4. 4. Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Root term, Suffix & SynthesisService -ialisation 4 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  5. 5. Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Root term, Synthesis & MeaningServicialisation = Guiding Concept for Service Delivering Service -ialisation 5 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  6. 6. Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Deduction, Analogy & Abstraction Optimisation Rationalisation AutomationStandardisation • Division of work • Load adaptation • Control variable • Automate pulse • Flow of work • Proceedings • Automates • Outputs Industrialisation = Goods Fabrication based on principles 6 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  7. 7. Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Deduction, Analogy & Abstraction Servicialisation = Transfer to Service Delivering … … considering Optimisation Rationalisation AutomationStandardisation the Service Characteristics • Division of work • Load adaptation • Control variable  Intangibility • Automate pulse • Flow of work  Immateriality • Proceedings • Automates  Insubstantiality • Outputs  Perishability Industrialisation = Goods Fabrication based on principles 7 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  8. 8. Servicialisation – Guiding Concept for reliable Service Rendering Service Characteristics – intractable, cumbersome & dodgyA Service per se is …… intangible, i.e. it cannot be touched, handled or gripped,  cannot be checked in advance.… immaterial, i.e. it is not made of material, solid or goods,  cannot be shown.… insubstantial, i.e. it has no substance & does not leave some substance,  not verifiable.… 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
  9. 9. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 9 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  10. 10. Servicialisation – Guiding Concept for reliable Service RenderingService Trilemma – Service Consumer, Service Quality & Expectation Service adequate? Service Service Quality Con- Price reliable? sumer Service Cost 10 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  11. 11. Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Customer, Service Price & Expectation affordable? Service Service Service Service adequate? Quality Con-Customer Price economical? reliable? sumer Service Cost 11 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  12. 12. Servicialisation – Guiding Concept for reliable Service RenderingService Trilemma – Service Provider, Cost Effectiveness & Expectation affordable? Service Service Service Service adequate? Quality Con-Customer Price economical? reliable? sumer Paying price? Service ServiceProvider Cost Paying cost? Service Effectiveness 12 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  13. 13. Servicialisation – Guiding Concept for reliable Service Rendering 3 separate Layers Business 13 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  14. 14. Servicialisation – Guiding Concept for reliable Service Rendering 3 self-contained Activity Areas • perform Business • dispose processes • prepare • conduct Service • commit Delivering • compose • perform • prepare • plan 14 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  15. 15. Servicialisation – Guiding Concept for reliable Service Rendering 3 complementary Management Areas Business • close & chart • perform & control Process • dispose & trigger Management • 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
  16. 16. Servicialisation – Guiding Concept for reliable Service Rendering 3 complementary Management Areas Business • close & chart • Business perform & control Process • dispose & trigger regulations Management • prepare & organise • practice & bill • conduct & control • Servicialisation commit & orchestrate • compose & prepare • control & adjust • IT perform & monitor • Infrastructure establish & test • Library plan & prepare 16 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  17. 17. Servicialisation – Guiding Concept for reliable Service RenderingValue Creation – Service Consumer, ICTBSS & Service Contributions Business process Managemnt Business Strategy Value creation Business Chain Value Service Delivering (ICTBSS) Strategy Service ICTBSS = ICT-system based Business Support Service Service Supply Chain Service Service Service Contribution Contribution Contribution (System) Strategy System Supply Chain ICT- Service-relevant Service-relevant Service-relevant Organisation(s) System 1 System 2 Akteur Good Good Good Good Good 17 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  18. 18. Servicialisation – Guiding Concept for reliable Service Rendering 3 Chains  3 Libraries – ITIL, SDML & BVML Business process Managemnt Business Strategy B Value creation Business V Chain Value M L BVML = Business Value Management Library service-specific benefits Delivering Strategy ICT-based Business Support Service Service S (ICTBSS) Service D Supply Chain M Compose – Commit – Conduct (service delivering) L Service Aggregating SDML = Service Delivery Management Library Plan – Build – Run (ICT systems) I (System) Strategy System Supply Chain T service (contribution)-relevant ICT-Systems ICT- I (Application-, Middleware- & Infrastructure Systems, L Resources, Processes & further Means) ITIL = Information Technology Infrastructure Library 18 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  19. 19. Servicialisation – Guiding Concept for reliable Service Rendering Service Definition – Clarification, Demarcation & Examples Perfor- mance for another person Coffee „Public set Service“ Service ≡ Dienst Archi- Ocean tecture Lane element Trans- mitting 19 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  20. 20. Servicialisation – Guiding Concept for reliable Service Rendering Service Definition – Service Consumer, Benefits & UniquenessA Service isa 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
  21. 21. Servicialisation – Guiding Concept for reliable Service Rendering Servicescape – Term, Examples & Parties 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 21 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  22. 22. Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Value Creator, Success Factor & External Business Process Service Consuming Value Creation Service Consumer Service• 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. 22 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  23. 23. Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Service Trigger, Autonomy & Value Creation Business Process Value Creation Service Consumer 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 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 23 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  24. 24. Servicialisation – Guiding Concept for reliable Service Rendering Service Delivery Model – Servicescape, Sphere & RolesService Committing Service Consuming Service Service Customer Consumer Service Service Service Concerting Provider Service Orchestrating in-/external Service Suppliers 24 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  25. 25. 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 Supplier Operation Level AgreementService Orchestrating & Service Supply Chain Underpinning ContractService Catalogueing Service Specifications Service Catalogue Service Committing Service Level Specification Service Level Agreement Delivery Readiness On each & every trigger: Service Concerting & Delivery Capacity Service rendering Service Price Service Billing x Service Count Service Bill 25 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  26. 26. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 26 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  27. 27. Servicialisation – From Service Identifying to Service Billing Service Identifying – Benefit, Service Object & Requirements Service Identifying Service =A benefit is benefit on service object a purposeful change of status on a particular object, that fulfils concrete requirements. 27 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  28. 28. Servicialisation – From Service Identifying to Service BillingService Identifying – Service Consumer, Service Object & Types Life Goods & Limb & Chattels Service Consumer Data Rights & Documents & Claims S e r v i c e O b j e c t T ypes 28 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  29. 29. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 29 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  30. 30. Servicialisation – From Service Identifying to Service Billing Service Specifying – simply, catchy & uniformlyService Identifying Service Specifying 30 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  31. 31. Servicialisation – From Service Identifying to Service BillingService Specifying – Service Attributes, Service Quality & Service Price Designation of the serviceNo. 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 Service Quality 04 Service Consumer Count Number 05 Service Delivering Readiness Times Daytime hours 06 Service Consumer Support Times clear, complete & consistent Daytime hours 07 Service Support Languages  all 12 attribute values combined Languages 08 Service Fulfilment Target  applying for each triggered service % 09 Service Impairment Duration  2 pages per service specification hh:mm  service offering of the Service Provider 10 Service Delivering Duration hh:mm:ss 11 Service Delivery Unit service-spezifisch 12 Service Delivering Price Price € Attribute 01 – 11 for service quality & attribute 12 for service price 31 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  32. 32. Servicialisation – From Service Identifying to Service Billing Service Specifying – 12 Attributes, 3 Levels & 2 Pages 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 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 32 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  33. 33. Servicialisation – From Service Identifying to Service Billing Service Specifying – Service Value, Service Utility & Warranty 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 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 33 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  34. 34. Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 01 Basic specfication for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Measurement Bronze Silver Gold unit01 Service Consumuer Benefits For each outbound e-mail copies of the original e-mail are each delivered to the Delivered e-01.01 Delivering of 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 Bounced e- the service consumer accompanied by an understandable explanation. 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 Encrypted e-01.08 Encrypting e-mail content none selectable selectable mail copy 34 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  35. 35. Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 02 - 04 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 service consumer02.01 200 500 1.000 MB for inbound and outbound e-mail copies Maximum allowable size per particular outbound or02.02 10 12 15 MB inbound e-mail copy including file attachments Maximum allowable number of target addresses per e-02.03 50 100 150 Number 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 Interface03.03 Microsoft/Outlook Web Access via HTTPS & SSL X X03.04 RIM/Blackberry Device X04 Service Consumer Count 1 Number 35 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  36. 36. Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 05 - 07 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 Support Languages07.01 English X X X National07.02 French X X X language07.03 German X X X 36 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  37. 37. Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 08 - 12 Basic specfication for E-Mailing Service Attribute value for Service Level Data typeNo. Attribute name & short description Measurement Bronze Silver Gold unit Service Fulfilment Target Ratio of successfully rendered e-mailing services and08 95 97 98 % triggered e-mailing services per service consumer covering all applicable benefits specified in attribute 01 Maximum Service Impairment Duration per Incident and09 00:40 00:30 00:20 hh:mm Service Consumer 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 Complete set One copy each of the original e-mail delivered to the e-mailbox11 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 Mandatory: Service Access Price per authorized service12.01 5,00 7,50 10,00 € consumer per month Additional 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 Additional option 2: Volume-based12.03 Staged fixed price per consumed service volume per tdb tdb tbd € service consumer per month Additional option 3: Unit-based12..04 0,10 0,30 1,00 € Fixed price per consumed service delivery unit 37 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  38. 38. Servicialisation – From Service Identifying to Service BillingService Specifying – Example, E-Mailing Service & Illustration Delivering copy 1 Making copies Delivering copy 2 of the original E-Mail Delivering copy 3 38 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  39. 39. Servicialisation – From Service Identifying to Service Billing Service Specification – Centre, Hub & Linchpin Service Identifying Service Consumer Service Specifying Service Customer Service ComposingService Orchestrating Service Service Bill SpecificationService Catalogueing Service Committing Service Concerting Service Concept Service Billing 39 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  40. 40. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 40 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  41. 41. Servicialisation – From Service Identifying to Service BillingService Composing – Service Specification, Map & ScreenplayService Identifying Service Concept Service Specifying Service Composing 41 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  42. 42. Servicialisation – From Service Identifying to Service Billing Service Composing – Motivation, Service Quality & Gaps Business Process Value Creation Service Service 5 Expected Experienced Service Con-Customer Service sumer Service Contract Committed Rendered Service Service ServiceProvider 4 1 2 Service Gap Composed Service 3 Perceived Service Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties) http://www.12manage.com/methods_zeithaml_servqual.html 42 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  43. 43. Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 1, Reference & Counter MeasurePotential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification 43 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  44. 44. Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 2, Reference & Counter MeasurePotential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification 44 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  45. 45. Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 3, Reference & Counter MeasurePotential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification Preparing continuous3. between perceived and composed Service Concept 45 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  46. 46. Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 4, Reference & Counter MeasurePotential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification Preparing continuous3. between perceived and composed Service Concept Preparing Service Map4. between composed and rendered with service contributions 46 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  47. 47. Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 5, Reference & Counter MeasurePotential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification Service Contract with2. between perceived and committed Service Specification Preparing continuous3. between perceived and composed Service Concept Preparing Service Map4. between composed and rendered with service contributions Preparing5. between rendered and experienced Service Screenplay 47 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  48. 48. Servicialisation – From Service Identifying to Service Billing Service Concept – Elements, Contents & AlignmentPotential Gap in Service Quality Counter Measure Preparing1. between expected and perceived Service Specification continuously continuously from service expectation from service specification Service Contract with2. between perceived and committed Service Specification up to up to the course service experience of service rendering Preparing continuous3. between perceived of the and composed to the Service Concept triggering Service triggering Service Consumer Consumer Preparing Service Map4. between composed and rendered with service contributions Preparing5. between rendered and experienced Service Screenplay 48 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  49. 49. Servicialisation – From Service Identifying to Service Billing Service Screenplay – Activity, Explanation & Service ContributionService Delivering 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 replication 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 gatewaye-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 storing & forwarding service(s)mail SMTP gateway towards external e-mailing service supplier Delivering accounted by the committed in- or external serviceDelivering of e-mail copies e-mail delivering service(s) supplier e-mail receptionSending back a delivery receipt Generally or on dedicated request acknowledgement service 49 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  50. 50. Servicialisation – From Service Identifying to Service BillingService Composing – ICTBSS, Service Contributions & Aggregation 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. 50 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  51. 51. Servicialisation – From Service Identifying to Service BillingService Composing – ICTBSS, Service Contributions & Specification 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. 51 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  52. 52. 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
  53. 53. Servicialisation – From Service Identifying to Service BillingService Composing – E-Mailing Service, Service Map & Contributions 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 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. 53 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  54. 54. Servicialisation – From Service Identifying to Service Billing Service Concept – Drive, Transmission & Realization 1. Servicespecification Service drives specifi- cation 2. Service Map Servicetransmissions Map Service Screen- 3. Service Screenplay play enacts 54 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  55. 55. Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters • Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service CostIntro • 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 OfferingCentro • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption • Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & ArgumentingExtro • Appendix– Glossary & Sources 55 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  56. 56. Servicialisation – From Service Identifying to Service BillingService 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
  57. 57. Servicialisation – From Service Identifying to Service BillingService Orchestrating – Service Concept, Service Map & Disposing 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 Supplier Internal Service Supplier External Service Supplier 57 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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