Your SlideShare is downloading. ×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Servicialisation - From Service Identifying to Service Billing V01.02.00

3,350

Published on

This presentation comprises the basic terms & foundations, phases & methods of servicialisation, in particular …

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

Published in: Business, Technology
1 Comment
2 Likes
Statistics
Notes
No Downloads
Views
Total Views
3,350
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
232
Comments
1
Likes
2
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. Servicialisation – Guiding Concept for reliable Service Rendering 3 separate Layers Business 13 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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
  • 58. 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 58 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 59. Servicialisation – From Service Identifying to Service BillingService Catalogueing – Criteria, Requirements & Expectations 59 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 60. Servicialisation – From Service Identifying to Service BillingService Catalogueing – Specifications, Catalogue & Service Offering Service Identifying Service Catalogue Service Spezifying Service Composing Service Orchestrating Service Catalogueing 60 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 61. Servicialisation – From Service Identifying to Service Billing Service Catalogue – Positioning, Classifying & DemarcatingService Committing Service Consuming Service Service Customer Consumer Service Provider Service Concerting Goods Ordering, Docu- System Catalogue Delivering & Asset men- Inventoring tation documentation Inventory (CMDB/CMS) 61 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 62. Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Data sets, Contents & Differences Register of Register of goods Detailed specifications Register of all which can be (technical) for ICT-based relevant items ordered & documentation Business which have been utilized of all ICT- Support procured & are for rendering ICT- systems, Services utilized based Business which are utilized which can be for rendering Support Services for renderingcommitted per SLA ICTBSS (ICTBSS) ICTBSS / service contract Goods Ordering, Docu- System Catalogue Delivering & Asset men- Inventoring tation Documentation Inventory (CMDB/CMS) 62 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 63. Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Catalogue, Contract & Concept Register The service specification is the quintessential connector Register ofspecifications of Register of ICT-based Register of service contracts Business prepared / SLAs Support service concepts which have been Services for offered commissioned by which can be services service consumerscommitted per SLA / service contract Service Contract Service Contract Service Contract List of authorized List of authorized service consumers List of authorized service consumers service consumers 63 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 64. Servicialisation – From Service Identifying to Service Billing Service Catalogue – Template, Structure & Headlines Inhaltsverzeichnis 1 Überblick 2 Einführung 3 Servicespezifizierung 4 Serviceangebot 5 Servicespezifikation 6 Servicekommittierung 7 Serviceerbringung 8 Anhang http://www.institute4it.com/servicekatalog-17.html 64 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 65. Servicialisation – From Service Identifying to Service BillingService Catalogueing – Introduction, Service Delivery Model & Roles Inhaltsverzeichnis 2. Einführung Das Service-Erbringungsmodell Ziele & Nutzen des Service-Katalogs Struktur & Inhalt des Service-Katalogs 65 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 66. Servicialisation – From Service Identifying to Service BillingService Catalogueing – Catalogue Entries, Specification & Explanation Inhaltsverzeichnis 3. Service-Spezifizierung Grundlagen Spezifizierungsmethode 12 Standard-Service-Attribute 66 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 67. Servicialisation – From Service Identifying to Service BillingService Catalogueing – Service Offering, Segmentation & Example Inhaltsverzeichnis 4. Service-Angebot Universelle Business Support Services Betriebswirtschaftliche BSS Fachspezifische BSS http://www.institute4it.com/servicekatalog-17.html 67 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 68. Servicialisation – From Service Identifying to Service BillingService Catalogueing – Formats, Forming & Stages of development 68 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 69. 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 69 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 70. Servicialisation – From Service Identifying to Service BillingService Committing – Service Catalogue, Service Level & SLA template Service Identifying Service Catalogue Service Specifying Service Composing Service Orchestrating Service Catalogueing SLA template Service Committing 70 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 71. Servicialisation – From Service Identifying to Service BillingService Committing – Service Consumer, Responsibles & SLA 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 liabilities 71 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 72. 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 72 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 73. Servicialisation – From Service Identifying to Service Billing Service Triathlon – Disciplines, Tasks & Sequence Service Consuming Service Service Service Service Service Provider Service Service Concerting 2. Providing & adjusting and/or service delivering capacityin-/external Service Service Triathlon 1. Achieving & keeping Supplier service delivering readiness 73 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 74. 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 74 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 75. Servicialisation – From Service Identifying to Service Billing Service Billing – Service Quality, Service Price & Profit Ratio Service Identifying Service Specifying Service Composing Service Orchestrating E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers Service CatalogueingReference 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 € Service Concerting + Service Access Price fix per month + 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) 75 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 76. Servicialisation – From Service Identifying to Service Billing Service Billing – Service Quality, Service Price & Service Profit Ratio 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? 76 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 77. Servicialisation – From Service Identifying to Service BillingService Billing – Service Specification, Service Quality & Service Price Designation of the serviceNo. Attribute name Bronze Silver Gold Data type/measuremt. unit 01 Service Consumer Benefits free description02 Service-specific Functional Parameters service-specific03 Service Delivery Point location, interface Service Quality04 Service Consumer Count Number 05 Service Delivering Readiness Times Daytime hours06 Service Consumer Supporting Times Daytime hours 07 Service Support Languages Languages08 Service Fulfilment Target %09 Service Impairment Duration hh:mm 10 Service Delivering Duration hh:mm:ss 11 Service Delivery Unit service-spezifisch 12 Service Delivering Price Price € Attributes 01 – 11 for Service Quality & Attribute 12 for Service Price 77 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 78. Servicialisation – From Service Identifying to Service Billing Service Billing – Reference Unit, Cost & Profit Rate 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 78 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 79. Servicialisation – From Service Identifying to Service Billing Service Billing – Basic Data, Consumers & Triggering Rate Business Process Service Consuming Value Creation Service ConsumerService Triggering Rate per Service Consumer3 E-Mailing-Services/hour Service Contract/SLA Service Level Bronze Authorized Service Consumers 79 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 80. Servicialisation – From Service Identifying to Service Billing Service Billing – Consumers, Reference Period & Emergence Businss Process Service Consuming Value Creation Service ConsumerService Triggering Rate per Service Consumer3 E-Mailing-Services/hour E-Mailing-Services for 100 Service Consumers Reference Service Service Triggering potential period Triggering Rate EmergenceService Triggering Emergence hour 3 300 for 100 Service Consumers 100 x 3 E-Mailing-Services/hour day 24 2.400 = 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 4.800 480.000 80 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 81. Servicialisation – From Service Identifying to Service Billing Service Billing – Specification, Service Levels & Prices 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 01 Service Impairment Duration per Incident and Service09 00:40 00:30 00:20 hh:mm Consumer Service Delivering Duration Maximum allowable period of time for rendering a triggered10 01:00 00:40 00:30 hh:mm e-mailing 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 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 € Mandatory: Service Access Price per authorized service12.01 consumer per month 5,00 7,50 10,00 Additional option 1: Flat rate-based12.02 Fixed price per authorized service consumer per month 200 300 500 € for any consumed service volume Additional 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 Additional option 3: Unit-based12.04 Fixed price per consumed service delivery unit 0,10 0,30 1,00 € 81 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 82. Servicialisation – From Service Identifying to Service Billing Service Billing – Emergence, Consumption & Revenue 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 month12.04 100% Service Consumption Price, option 3: Unit-based Fixed price per consumed service delivery unit 0,10 0,30 1,00 € E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service 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) 82 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 83. Servicialisation – From Service Identifying to Service BillingService Billing – Service Revenue, costable & Cost Covering Service Service Revenue Efforts particular effort x Service for rendering Delivering Price individual service efforts for providing effective Service Service Delivering Trigger Emergence Capacity Service Triggering efforts for keeping Rate per authorized Service Delivering Service Consumer Readiness 83 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 84. Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, paying & Overplus Service Service Revenue > Efforts x Service Delivering Price particular effort + Overplus for rendering individual service efforts for providing effective Service Service Delivering Trigger Emergence Capacity Service Triggering efforts for keeping Rate per authorized Service Delivering Service Consumer Readiness 84 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 85. Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, profitable & Margin Service Revenue x Service > Service Efforts Delivering Price particular effort + Margin for rendering individual service efforts for providing effective Service Service Delivering Trigger Emergence Capacity Service Triggering efforts for keeping Rate per authorized Service Delivering Service Consumer Readiness 85 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 86. 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 86 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 87. Servicialisation – From Service Identifying to Service Billing SDMM Level 1: ITIL processes introduced & established SDMM – Service Delivery Maturity Model 1: established 87 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 88. Servicialisation – From Service Identifying to Service Billing SDMM - Level 1, Designation & ExplanationLevel Designation Explanation • service rendering is established & regularly performed • approaches rather intuitive and based on best effort 1 established • rather weak basis for systematic measurements and no clear alignment and/or orientation regarding service rendering quality and reliability 88 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 89. Servicialisation – From Service Identifying to Service BillingSDMM Level 2: ICT-system based Business Support Services specified 2: specified 1: established 89 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 90. Servicialisation – From Service Identifying to Service Billing SDMM - Level 2, Designation & ExplanationLevel Designation Explanation • Service Rendering established & regularly performed • approach rather intuitive and based on best effort 1 established • dather weak basis for systematic measurements and no clear alignment and/or orientation regarding service rendering quality and reliability • service offerings are described according to the wording of the authorized Service Consumers & the ordering Service Customers • service offerings are completely, clearly & concisely specified by means of 12 attribute values 2 specified • the accountable Service Provider presents a uniformly structured service catalogue containing all offered ICT-based Business Support Services (ICTBSS) • the service specifications in the service catalogue are the single & sole basis for committing, rendering and billing the services 90 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 91. Servicialisation – From Service Identifying to Service Billing SDMM Level 3: Service Delivering continuously composed 3: composed 2: specified 1: established 91 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 92. Servicialisation – From Service Identifying to Service Billing SDMM – Level 3, Designation & ExplanationLevel Designation Explanation • from the first, service rendering and/or service delivering is systematically & continuously planned & prepared • completely worked out service concepts are the basis for service rendering 3 composed • the approved & accepted service specification in the respective Service Level Agreement is the single & sole reference for checking and/or auditing service rendering 92 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 93. Servicialisation – From Service Identifying to Service BillingSDMM Level 4: Service Delivering anticipatorily conducted 4: conducted 3: composed 2: specified 1: established 93 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 94. Servicialisation – From Service Identifying to Service Billing SDMM – Level 4, Designation & ExplanationLevel Designation Explanation • from the beginning, service rendering is systematically & continuously planned & prepared • completely worked out service concepts are the basis for service rendering 3 composed • the approved & accepted service specification in the respective Service Level Agreement is the single & sole reference for checking and/or auditing service rendering • service rendering is based on the worked out service concepts • service suppliers are organised, instructed & conducted in the context of 4 conducted continuous service supply chains • service rendering is anticipatorily conducted according to the current service triggering emergence of all authorized service consumers 94 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 95. Servicialisation – From Service Identifying to Service Billing SDMM Level 5: System Usage & Utilisation optimized 5: optimized 4: conducted 3: composed 2: specified 1: established 95 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 96. Servicialisation – From Service Identifying to Service Billing SDMM – Level 5, Designation & ExplanationLevel Designation Explanation • each & every triggered service is reliably rendered to the triggering Service Consumer without any delay or friction • any triggered service volume is rendered according to the service specification in the respective service contract or Service Level Agreement • the service-relevant goods & systems, means & resources are efficiently used 5 optimized and optimally utilized • service generation cost per service delivery unit are determined in detail & purposefully optimized • ongoing service delivery is continuously paying, i.e. the accountable Service Provider refunds all his expenditures for service delivery exclusively from the service revenue he regularly bills with his ordering Service Customers 96 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 97. 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 97 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 98. Servicialisation – Guiding Concept for reliable Service Delivering Servicialisation – Recap, Revision & Conclusion Service Identifying Service Consumer, Service Object, Benefits Service Consumer Benefits Service Specifying Service Quality 12 Standard Service Attributes Service Specification Service Composing Service Map & Service Screenplay Service Concept Service 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 98 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 99. Servicialisation – From Service Identifying to Service Billing Discussion – Revisioning & Argumenting Your Questions? My Answers … Guiding principle: „The science of planning is about anticipating the difficulties of the execution." [Luc Clapier de Vauvenargues] E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz smile2 http://community.smile2.de/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 99 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 100. 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 100 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 101. Servicialisation – From Service Identifying to Service Billing Glossary – Standard Service Attributes, Designation & ExplanationNo. Designation Explanation Benefits which are completely and closingly effectuated to the respective service01 Service Consumer Benefits object on the dedicated trigger of an authorized Service Consumer Service-specific functional Parameters which describe the most important functional features , dimensions or02 Parameters aspects of the servicescape or service output Physical location and/or logical interface which at an authorized service consumer can trigger a service. At the same location and/or interface the service-specific03 Service Delivery Point benefits are rendered to the triggering service consumer; otherwise, there is signalled in an appropriate manner that service has been rendered. Number of service consumers who are registered and authorized for triggering04 Service Consumer Count service Service Delivery Readiness Periods of the weekday when an authorized service consumer may trigger one of the05 Times committed services which is rendered to him, then. Periods of the weekday when the service desk supports the authorized service Service Consumer Support06 consumers with questions regarding the requesting & delivering, consuming & Times utilizing the committed services. 101 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 102. Servicialisation – From Service Identifying to Service Billing Glossary – Standard Service Attributes, Designation & ExplanationNo. Designation Explanation Languages which are applied for any communication with the authorized service07 Service Support Languages consumers regarding the committed services and their delivery- Minimum target value for the ratio of services delivered according the committment08 Service Fulfillment Target and triggered services per service consumer and reference period. Maximum allowable elapsing time between the first occurrence of a service Service Impairment impairment, i.e. service quality degradation, service delivery disruption or service09 Duration denial, and the full resumption and complete execution of the service delivery to the content of the affected service consumer The promised and agreed maximum period of time for effectively rendering all10 Service Delivering Duration service-specific benefits to the triggering service consumer at his currently chosen service delivery point. The basic portion of service-specific benefits which must be rendered explicitly to11 Service Delivery Unit the triggering service consumer The amount of money the service customer has to pay for any Service Delivery Unit12 Service Delivering Price as specified in attribute 11 which has been rendered to and consumed by an authorized service consumer 102 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 103. Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & ExplanationNo. Designation Explanation A set of benefits which is effectuated on the dedicated trigger of an authorized ICT-system based Business01 service consumer in the course of a real time transaction by executing distinct Support Service (ICTBSS) functions of one or more service-relevant ICT-systems. Composite of ‚Service„ and ‚Landscape„; a servicescape comprises the organisational & processual, technical & ressourcal environment which from triggered services are02 Servicescape rendered to the triggering service consumers s. http://en.wikipedia.org/wiki/Servicescape A Service Contribution is a self-contained set of benefits which from a higher level Service Contribution or service is aggregated in combination with other Service03 Service Contribution Contributions. A Service Contribution may be constitutive and/or indispensable or facultative and/or optional. The Service Generation Cost are the cost which incur for rendering a particular & singular ICTBSS and/or service contribution (comparable to the piece cost in goods04 Service Generation Cost fabrication). The Service Generation Cost are determined from the service delivery capacity of a particular servicescape and all the efforts which incur for procuring, installing, operating, keeping up and maintaining this servicescape. 103 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 104. Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & ExplanationNo. Designation Explanation In the first line, a Service Consumer is an employee in a business unit of an enterprise who triggers an ICTBSS for executing his upcoming business task by consuming & utilizing the service-specific benefits for this concern.05 Service Consumer In the second line, a technical system that triggers a particular service contribution from another technical system is characterized as a Service Consumer, too, e.g. an e- mail server system that triggers a DNS service from the DNS system for receiving the valid IP address referred to a distinct host name. A Service Costumer commissions rendering services to a distinct group of authorized Service Consumers, e.g. a department head for the employees in his department. The Service Consumer is in funds of the respective service budget and06 Service Customer he closes an SLA or service contract with the accountable Service Provider. The Service Consumer himself may be one of the authorized Service Consumers, as the case may be the only one. A Service Supplier is an internal or external organisational unit that is responsible for rendering specific service contributions. These service contributions are clearly, completely & concisely specified by means of the 12 standard service attributes and07 Service Supplier bindingly committed in an OLA (Operational Level Agreement) to an internal Service Supplier and by means of an UC (Underpinning Contract) to an external Service Supplier. 104 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 105. Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & ExplanationNo. Designation Explanation The Service Life Cycle is the period of time starting with the explicit service trigger by an authorized Service Consumer up to the point in time when the service-specific07 Service life cycle benefits are completely and closingly rendered explicitly to the triggering Service Consumer. This period of time is also designated as the effective service delivering duration. The service output is the result or the change of status of the respective service08 Service Output object which is effectuated by rendering a triggered service. Well structured & unified, clear &‟ concise as well as comprehensible & strainable description of a service with its required quality and the agreed price. The clear,09 Service Specification complete & concise service specification comprises the 12 standard service attributes. Group and/or combination of internal & external service supplier which are11 Service Supply Chain commissioned from the accountable service provider with rendering specific service contributions for higher level service contributions and/or ICTBSS. The in-house servuction depth comprises the primary, secondary, tertiary, … service contributions for a distinct target service which the accountable service provider12 Service-Erbringungstiefe effectuates by his own. The deeper it is, the more service contributions the service provider effectuates himself, the higher it is, the more external service suppliers effectuate the required service contributions. 105 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 106. Servicialisation – From Service Identifying to Service Billing Sources – Webinar series ‚service@ducation„, titles & linksNo. Webinar series ‚service@ducation‘, webinar title Source / LinkSW Start-Webinar ‚service@ducation - Einführung & Überblick – Die Ausbildungsreihe zur Service-Erbringung„ http://slidesha.re/hKXHyv01 Der Service – das unfassbare Phänomen: Den Service-Begriff verstehen & beherrschen http://slidesha.re/fIzUMj02 Das Modell – Rollen & Regularen der Service-Erbringung: Die Service-Erbringung strukturieren & gestalten http://slidesha.re/hQnk6P Der Service-Konsument – Erfolgsfaktor der Service-Erbringung: Den Service-Konsumenten erreichen &03 http://slidesha.re/fYaOzh zufriedenstellen04 Die Service-Identifizierung – Grundlage der Service-Beschreibung: Den Service-Nutzen erfassen & beschreiben http://slidesha.re/ejZVJk Die Service-Spezifikation – Ausgangspunkt für Service-Erbringung: Die Service-Beschreibung erstellen &05 http://slidesha.re/gAab7d erklären Der Service-Katalog – Präsentationsplattform des Service Providers: Das Service-Angebot präsentieren &06 http://slidesha.re/f6SILg kommunizieren07 Der Service-Vertrag – Zusage der Service-Erbringung: Die Service-Beauftragung vorbereiten & regeln http://slidesha.re/h5EZiD Das Service-Konzept – Basis verlässlicher Service-Erbringung: Die Service-Erbringung konzipieren &08 http://slidesha.re/gKjJIh organisieren09 Die Service-Preise – Grundstrukturen & Basismodelle: Die Service-Preise gestalten & präsentieren http://slidesha.re/hSHFHg10 Der Service-Umsatz – Einkommen des Service Providers: Den Service-Umsatz ermitteln & optimieren http://slidesha.re/hshrR0AW Abschluss-Webinar ‚Rückblick, Abschluss & Ausblick: Die Anwendung der erlernten Methoden & Mittel„ http://slidesha.re/f9T2ji http://www.slideshare.net/PaulGHz/webinarreihe-serviceducation-grundlagen-der-servicialisierung-webinarsteckbriefe-v020000 106 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 107. Servicialisation – From Service Identifying to Service Billing Sources – Topic, title & linkNo. Topic or title Source http://en.wikipedia.org/wiki/Service_(economics)#Service_characteristics http://busfac32.cob.calpoly.edu/presentations/Sharon_Dobson/Ch08.ppt01 Service characteristics http://online.uis.edu/spring2002/bus322/lectures/chap01/sld040.html http://www.belkcollege.uncc.edu/mjkhouja/02%20Nature.ppt ‚ServQual Model„ http://www.12manage.com/methods_zeithaml_servqual_de.html02 f. Zeithaml, Parasuraman & Berry http://www.12manage.com/methods_zeithaml_servqual.html https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des-03 Service term, definition fachbegriffs-29939479/ http://en.wikipedia.org/wiki/Service_(economics)#Service_definition https://www.xing.com/net/pric412f8x/servicialisierung/methoden-modelle- Service Specification by means of vorgehensweisen-verfahren-fur-service-erbringung-511853/service-spezifizierung-eindeutig-04 the 12 standard service attributes vollstandig-konsistent-mit-den-12-standard-service-attributen-30342944/ http://en.wikipedia.org/wiki/Service_(economics)#Service_specification https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services- Service Specification,05 624096/service-spezifikation-e-mailing-services- example for E-Mailing-Service 37006903/37006903/?wsa=167921935.da2975#37006903 ITSM Pocket Book http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-06 ‚IT-Service – Der Kern des Ganzen„ IT-Service-Definition/1782 ISBN 3-9810977-2-6 http://shop.serview.de/product_info.php?cPath=21_34&products_id=36 107 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 108. Servicialisation – From Service Identifying to Service Billing Sources – Topic, title & linkNo. Topic or title Source Dienstleistungsmanagement – Der Lösungsansatz für die nachhaltige http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement200412007 Kundenbindung und 3.pdf Geschäftsentwicklung Konzeptpapier ‚Auf dem Weg zu einer http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091-08 Service Science„ von der Taskforce 7398a0557f0b.pdf Dienstleistungen Servuction Model – ‚Services09 Marketing, Exam II, Lecture 6 http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt von Dr. David Andrus Presentation ‚An Introduction to Services Marketing„10 http://www.aueb.gr/users/esaopa/courses/part2.pdf from Athens University of Economics and Business Articel ‚Breaking Free from Product11 Marketing„ http://www.jstor.org/pss/1250637# from G. Lynn shostack Book ‚Servuction„12 http://openlibrary.org/books/OL19821054M/Servuction from Pierre Eiglier & Eric Langeard 108 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 109. Servicialisation – From Service Identifying to Service Billing Sources – Documents on http://www.SlideShare.Net Folder with presentations & documents concerning servicialisation http://www.slideshare.net/PaulGHz 109 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 110. Servicialisation – From Service Identifying to Service Billing Sources – XING group ‚Servicialisierung„ Hauptforengruppen • Praxis der Service-Erbringung • Anwendungsfälle der Servicialisierung • Grundlagen der Service-Erbringung • Phasen der Servicialisierung – Von Service- Identifizierung bis Service-Fakturierung • Quellen & Stellen • Service-Terminologie • Servicialisierung und IT(IL) Service Management http://www.xing.com/group-55245.9a4768 110 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 111. Servicialisation – From Service Identifying to Service Billing Sources – Template Service Catalogue Inhaltsverzeichnis 1 Einführung 2 Service-Spezifizierung 3 Service-Angebot 4 Service-Spezifikation 5 Service-Kommissionierung 6 Service-Erbringung 7 Anhang http://www.institute4it.com/servicekatalog-17.html 111 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 112. Servicialisation – From Service Identifying to Service Billing Sources – Article ‚IT-Service-Verträge im Mittelstand„ Inhaltsverzeichnis ISSN 1869-280X 1 Service-Begriff 2 Service-Spezifizierung 3 Service Levels 4 Service-Katalogisierung 5 Service-Kommissionierung 6 Tool-Unterstützung 7 Fazit 8 Ausblick http://www.rifam.de/smf.html 112 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro
  • 113. Servicialisation – From Service Identifying to Service Billing Sources – Pocket Book ‚IT-Service – Der Kern des Ganzen„ Inhaltsverzeichnis ISBN 3-9810977-2-6 1 Vorwort 2 Einführung 3 Was ist ein IT-Service 4 IT-Produkt und IT-Service - ein komplementäres Paar 5 Produktionsmodell für IT-Services 6 Alltagsbeispiel eines Service: Taxi-Service 7 Herausforderungen und Lösungsansätze 8 Service-Produktion 9 Service-Engineering 10 Von Systems zum Service Management 11 Glossar Begriffsdefinitionen 12 Abkürzungsverzeichnis 13 Literatur- und Quellenverzeichnis http://shop.serview.de/product_info.php?cPath=21_34&products_id=36 113 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

×