Whitepaper Servicialisation - Introduction V03.00.00

2012Servicialisation –thought leading concept for service providing Paul G. Huppertz servicEvolution 02.01.2012

Servicialisation – reliable, efficient and paying service provision Servicialisation – IntroductionThe IT department must evolve to the Service Provider of the enterprise who feels and is accountable for renderingeach and every triggered ICT-system based Business Support Service (ICTBSS) explicitly to each and every triggeringService Consumer, i.e. to the employee in the business unit, so that the latter can execute his upcoming business ac-tivity and create business value for his business unit. A Service Customer from the same business unit will commis-sion the accountable Service Provider with rendering any triggered ICTBSS explicitly to any authorized Service Con-sumer in his realm whenever he triggers one. The accountable Service Provider on his part will commission distinctinternal and external Service Suppliers with rendering the required Standard Service Contributions for the offeredand/or committed ICTBSS so that the triggered ICTBSS can be aggregated from these standard service contributions.In this context, it is paramount to comprehensively understand and consider that each and every Service Provision isa one-time and real time transaction which is initiated by the triggering Service Consumer only and which must beperformed by the Service Automats in form of the service-relevant ICT systems in the Servicescape and/or Servuc-tion Environment. The accountable Service Provider must painstakingly prepare this real time transaction for ensur-ing that each and every triggered ICTBSS is instantaneously and reliably rendered to the triggering Service Consumerin the Service Quality which he has committed to the commissioning Service Customer in the respective SLA.As illustrated in picture 1, there are four main roles in four main spheres of the Servicescape or in the ServuctionEnvironment, respectively: 1. Service Consumer who triggers an ICTBSS whenever he needs the service-specific benefits for executing his upcoming business activity and creating the relevant value thereby, 2. Service Customer who commissions the accountable Service Provider of the enterprise with rendering the triggered ICTBSS to the authorized Service Consumers in his realm, 3. The accountable Service Provider who is commissioned by the Service Customers by means of SLAs, and who, on his part, commissions internal and external Service Suppliers with rendering the ICT-based service contributions required for aggregating the committed ICTBSS, 4. Internal and external Service Suppliers which are commissioned by the accountable Service Provider and which plan, build and run the service-relevant ICT systems, i.e. service automats, that effectuate the triggered service contributions. Picture 1: The Servicescape Model - main roles and main spheresPaul G. Huppertz, servicEvolution Introduction to Servicialisation Page 1 of 11

Servicialisation – reliable, efficient and paying service provisionRegarding the co-action and cooperation of these main roles in the Servicescape, there are 3 separate and self-contained management areas which are interrelated as illustrated in picture 2. Picture 2: Three Management Areas – self-contained and interrelatedBusiness Process Management, e.g. customer relationship management, order processing management, productionplanning and management, is prepared from the management teams of the primary business units in the enterpriseand it is performed from other employees in the same business unit. The Business Process Management must betightly aligned with the Service Providing Management in the course of Business-to-Service-Alignment.For appropriately supporting the employees in the business units in their roles as Service Consumers, ServiceProviding Management must span from Service Identifying based on the demands and needs of the authorizedService Consumers to Service Billing to the commissioning Service Customer for the number of services hisauthorized Service Consumers have consumed in the respective reference period. In the course of the Business-to-Service-Alignment the required ICT-system based Business Support Services (ICTBSS) are identified in jointcooperation of the accountable Service Provider with the designated and/or authorised Service Consumers and theService Customer from the business unit. The Service Provider must internally Compose, Commit and Conduct theprovision for all the ICTBSS bindingly commissioned to him by means of ServLAs. The Service Provider, on his part,will commission internal and external Service Suppliers with rendering the required Service Contributions foraggregating the triggered ICTBSS. The commissioned Service Suppliers will perform the necessary Service-to-System-Alignment and Plan, Build and Run the service-relevant ICT-systems, i.e. the System Operations Management. Picture 3: The Service Provision Model - strategies, layers and chainsPaul G. Huppertz, servicEvolution Introduction to Servicialisation Page 2 of 11

Servicialisation – reliable, efficient and paying service provisionRegarding the efficient & paying Service Provision, the accountable Service Provider must master the service trilem-ma between Service Quality, Service Price and Service Cost as illustrated in picture 4. Picture 4: The Service Trilemma - from service quality to service costIn the Service Trilemma  the Service Consumer wants to have reliably rendered to him each and every triggered service in the same quality which fulfils his demands and needs,  the Service Customer wants to pay a price for the required service in the respective quality which is afforda- ble and paying from his perspective,  the Service Provider must balance Service Quality, Service Price and Service Cost in such a manner that the Service Provision is efficient from his perspective.In order to accomplish the latter, the accountable Service Provider must clearly understand and comprehensivelyconsider that the Service Consumer is the success critical role in two concerns 1. He triggers, consumes and utilizes a separate and singular service whenever he needs one. 2. He creates the business value in the business process by consuming & utilizing the service-specific benefits. Picture 5: The Service Consumer - success critical role and factorPaul G. Huppertz, servicEvolution Introduction to Servicialisation Page 3 of 11

Servicialisation – reliable, efficient and paying service provisionThus, the Service Consumer needs and wants that the service-specific benefits are effectuated for him and that theyare rendered explicitly to him on his dedicated service trigger. More precisely, the service-specific benefits must beeffectuated to the particular Service Object the Service Consumer designates with triggering the Service. In short, aService can be defined as “benefit to a Service Object”. Service Providing is positively effectuating the service-specificbenefits to the designated Service Object on the dedicated trigger of an authorised Service Consumer.Generally, there are 4 categories of Service Objects which to the service-specific benefits must be effectuated  Life & Limb of the triggering Service Consumer  Goods & Chattels of the triggering Service Consumer  Rights & Claims of the triggering Service Consumer  Data & Documents of the triggering Service Consumer Picture 6: Categories of Service ObjectsConsidering Service Providing in general, it is all about reliably effectuating the service-specific benefits to the desig-nated service object on the dedicated trigger of an(y) authorised Service Consumer. The commissioning Service Cus-tomer must determine the authorised Service Consumers in his realm and identify with them which services theyneed being rendered to them so that they can execute their regular business tasks. For identifying these services theService Consumers and the Service Customer must determine the respective Service Object and the benefits whichmust be effectuated to this Service Object on each dedicated Service Trigger. Having identified the required Service,they can start specifying this Service based on the 12 Standard Service Attributes by determining the appropriate at-tribute values. The accountable Service Provider must perform this in joint cooperation and alignment with ServiceConsumers and Service Customer so that they can contribute to the service specifying from their perspective. This isvery important regarding the facts that the Service Delivering Price in the identical service attribute 12 must benumbered in relation to the Service Quality which has been specified in the service attributes 01 to 11. Finally, thedesignated and/or authorised Service Consumers in the realm of the commissioning Service Customer must under-stand & correct as well as approve & sign off the service specification prior to adding it to the Service Catalogue.Thus, such an entry in the Service Catalogue is ready for commissioning the service providing by copying the 12 at-tribute values of the selected service level specification to the Service Level Agreement (ServLA) template. Aftercomplementing some organisational data and adding the list of authorised Service Consumers in the realm of thecommissioning Service Customer, the latter and the accountable Service Provider can sign and close this ServLA.Based on the service specification in the closed ServLA, each and every triggered Service must be rendered to anyauthorised Service Consumer whenever he triggers such a Service.Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 4 of 11

Servicialisation – reliable, efficient and paying service provision Picture 7: Servicialisation – methods, means & resultsThe accountable Service Provider must prepare and perform the reliable, efficient and paying Service Provision byapplying the methods and means comprised in the concept of Servicialisation which are illustrated in picture 7. 1. Service Identifying: In the initial phase, the ICT-system based Business Support Services (ICTBSS) which are relevant for the Service Consumers in the business units must be clearly and concisely identified by means of the three constituent Service Identifiers Service Consumer, Service Object and Service-specific Benefits. 2. Service Specifying: In the second phase, the identified ICTBSS must be clearly, completely and consistently specified based on the 12 Standard Service Attributes and that in the terms and wording of the designated and/or authorized Service Consumers. 3. Service Composing: The Service Provider must compose the provision of the specified ICTBSS by elaborating the Service Map with the Standard Service Contributions required for aggregating a triggered ICTBSS and the Service Screenplay with the course of (trans)actions for aggregating a triggered ICTBSS. The Service Specifica- tion, the Service Map and the Service Screenplay form the Service Concept for the respective ICTBSS. 4. Service Orchestrating: The Service Provider uses the Service Concept for orchestrating the Service Provision by commissioning the required Service Contributions from internal and external Service Suppliers, e.g. internal groups, outsourcer, cloud providers, and the like. The accountable Service Provider orchestrates and conducts all his Service Suppliers in the context of a real time Service Supply Chain. 5. Service Cataloguing: The approved & signed-off Service Specifications are compiled in the Service Catalogue for presenting the entire Service Offering. The catalogue entries are used for generating the ServLAs. 6. Service Committing: For committing the provision of a selected ICTBSS, the Service Level Specification of this ICTBSS with its 12 practical attribute values is copied from the Service Catalogue to the ServLA template. The number of authorized Service Consumers must be entered in Service Attribute 04 ‘Service Consumer Count’. The identifying data for the authorized Service Consumers must be listed in the appendix of the ServLA. 7. Service Concerting: In this phase, the accountable Service Provider must establish and keep up Service Providing Readiness for the committed ICTBSS as well as keep up and adapt the Service Providing Capacity to the Service Triggering Emergence of all authorized Service Consumers and, finally, render each and every triggered ICTBSS explicitly to the triggering Service Consumer. 8. Service Billing: The accountable Service Provider bills the number of ICTBSS the authorized Service Consum- ers have consumed in the reference period to the commissioning Service Customer. The price for billing the consumed ICTBSS is taken from attribute 12 ‘Service Delivering Price’ in the service specification in the SLA.Further details about the methods listed above will be explained in further articles.Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 5 of 11

Servicialisation – reliable, efficient and paying service provision Appendix A: Glossary of service termsIn the table below the main service terms are explained with their meaningsTerm ExplanationBenefit In the context for Service Providing, a Benefit is a purposeful change to the status of a designated Service Object. This change of status must fulfil some distinct requirements of the triggering Ser- vice Consumer regarding the designated Service Object. In the course of Service Providing, the Service-specific Benefits must be really effectuated to the designated Service Object on the dedicated trigger of an(y) authorized Service Consumer.Business Sup- A Business Support Service (BSS) is any Service, i.e. any set of benefits, that supports an authorisedport Service Service Consumer, i.e. an employee in a business unit, with executing one of his business activities. Such a BSS may be system based, e.g. ICT-system based, or not. The Service Consumer explicitly triggers one separate & singular BSS because he imperatively needs the BSS-specific benefits for executing his upcoming business activity. By consuming and utilizing the BSS-specific benefits rendered to him in the course of the Service Transaction, the triggering Service Consumer is enabled to create business value or to contribute to the creation of business value in his business unit.Chief Service The Chief Service Officer (CSO) is the head of the accountable Service Provider, i.e. of the respec-Officer tive organisational unit in the enterprise. The CSO must ensure that each triggered Service is rendered explicitly to the triggering Service Consumer in the Service Quality which has been bindingly committed to the commissioning Service Customer. Furthermore, the CSO must ensure that the Service Provider is always operating efficiently and payingly.ICT-based An ICT-based Business Support Service (ICTBSS) is a Service the Service-specific Benefits of whichBusiness Sup- are mainly effectuated by ICT systems. These ICT systems automatically execute the required ser-port Service vice-specific functions in the course of the respective real time Service Transaction which is performed on the dedicated trigger of an(y) authorised Service Consumer. The service-relevant ICT systems are also designated as Service Automats.Service A Service is a set of one-time consumable and perishable benefits which must be rendered to an(y) authorised Service Consumer on his dedicated trigger. More precisely, the Service-specific Benefits must be effectuated to the Service Object explicitly designated by the triggering Service Consumer. In the course of a real time transaction, a triggered Service is aggregated from a set of Service Con- tributions, either mandatory or optional. There is always one primary and constituent, i.e. indispensable Service Contribution for every Target Service. Furthermore, there are secondary, tertiary … Service Contributions necessary for enabling and/or supporting the effectuating and rendering of the primary Service Contribution. Any triggered Service (Contribution) is effectuated by executing distinct functions of several Service Automats, i.e. service-relevant technical systems and/or by Service Personal executing distinct service-relevant activities.Service Auto- A Service Automat is a service-relevant technical system, e.g. an ICT-based system that automati-mat cally executes distinct service-relevant functions for effectuating the required Service Contribution, for aggregating the Service Contributions into the triggered Service and/or for rendering the triggered Service to the triggering Service Consumer.Service Billing Service Billing comprises the charging of the commissioning Service Customer with the amount for the number of Services the authorised Service Consumers in his realm have consumed in the course of a certain reference period.Service Cata- The Service Catalogue is the collection of all aligned & agreed, approved & signed-off Service Speci-logue fications for the relevant and/or required Services. The provision of these Services is offered from the accountable Service Provider to the potential Service Consumers and Service Customers in the business units.Service Cata- Service Cataloguing comprises all measures & activities, methods & means for compiling & offer-loguing ing, administrating & maintaining the signed-off Service Specifications for the relevant and/or required Services in an appropriate documentation structure and medium.Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 6 of 11

Servicialisation – reliable, efficient and paying service provisionTerm ExplanationService Char- The Service Characteristics are generic traits of any Service which render service providing so diffi-acteristics cult and challenging. The main Service Characteristics are intangibility & immateriality, insubstanti- ality & perishability which entail several other characteristics.Service Com- Service Commissioning is closing a Service Level Agreement (SLA) with the accountable Servicemissioning Provider of the enterprise. Such a closed SLA obligates the commissioned Service Provider with rendering any triggered Service to an(y) authorised Service Consumer in the realm of the commissioning Service Customer. The authorised Service Consumers in the realm of the commissioning Service Customer must be listed in appendix of the respective SLA.Service Com- Service Composing comprises all measures & activities, methods & means for preparing the provi-posing sion of the offered and/or bindingly committed Services. In the course of Service Composing the Service Concept is derived from the approved Service Specification of the Target Service by elaborating  the Service Map with all the Service Contributions required for effectuating & aggregating a triggered Target Service  the Service Screenplay which describes the combination & sequence of the required Ser- vice Contributions for aggregating and rendering a triggered Service The Service Specification, the Service Map and the Service Screenplay altogether form the Service Concept for the respective Target Service.Service Con- A Service Concept is the set of three documents which describes the quality of a distinct Targetcept Service as well as the rendering of a triggered Service of this quality. The Service Concept consists of  the Service Specification of the Target Service with its practical attribute values based on the 12 Standard Service Attributes  the Service Map with all the Service Contributions required for aggregating a triggered Target Service  the Service Screenplay describing the course of (trans)actions for aggregating all the required Service Contributions into the triggered Target Service and rendering this Service explicitly to the triggering Service Consumer.Service Con- Service Concerting comprises rendering each and every triggered Service explicitly to each andcerting every triggering Service Consumer and that without any delay or friction and with the Service Qual- ity bindingly committed in the respective Service Level Agreement (SLA).Service Con- Service Conducting comprises the provident Service Providing according to the Service Triggeringducting Emergence of all authorized Service Consumers.Service Con- The Service Consumer is the most important of the four main roles in the Servicescape and/or Ser-sumer vuction Environment. Furthermore, the Service Consumer is one of the three constituent Service Identifiers. Generally, a Service Consumer can be either an individual or a technical system:  An individual, i.e. an employee in the realm of the commissioning Service Customer, triggers a separate & singular Business Support Service, either technic-based or not, because he needs the Service-specific Benefits for executing his upcoming business activity, e.g. processing an order.  A technical system in the Servuction Environment, e.g. an e-mailing server system, triggers a separate & singular technic-based Service Contribution, e.g. a DNS service, for executing its upcoming task, e.g. routing e-mails to the SMTP gateway. The triggering Service Consumer of either kind consumes the Service-specific Benefits of the Ser- vice explicitly rendered to him and he and/or it utilizes these benefits for executing his business activity or technical function.Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 7 of 11

Servicialisation – reliable, efficient and paying service provisionTerm ExplanationService Con- Service Consuming means that the triggering Service Consumer “absorbs” the Service-specificsuming Benefits which are rendered explicitly to him on his dedicated trigger. “Absorbing” means that the Service Consumer takes these benefits as effectuated to the Service Object he has designated with triggering & configuring the Service. Based on the fact that the Service-specific Benefits are really effectuated, the triggering Service Consumer is enabled to execute his upcoming business activity or its technical function. In case of a Service Denial and/or of insufficient Service Quality this will be impossible.Service Con- A Service Contract (in ITIL: Underpinning Contract (UC)) is a formally written and signed documenttract for commissioning & committing the provision of certain Service Contributions from an internal organisational unit of an enterprise to an external Service Supplier. The Service Contract must comprise as its nucleus the clear, complete & consistent specification of the committed Service Contri- bution. This Service Specification must contain the agreed & approved description of the required Service Quality as well as the Service Price which must be paid for each Service Contribution of such quality consumed by a triggering Service Consumer in the realm of the commissioning Service Customer. The Service Contract is the foundation and main reference document for rendering and billing the committed Service Contributions.Service Contri- A Service Contribution is a set of one-time consumable & perishable benefits which is aggregatedbution with other Service Contributions into a triggered Target Service. There is always one primary and constituent, i.e. indispensable Service Contribution for every Target Service. Furthermore, there are secondary, tertiary … Service Contributions necessary for enabling and/or supporting the effectuating and rendering of the primary Service Contribution.Service Cus- The Service Customer is one of the four main roles in the Servicescape and/or Servuction Environ-tomer ment. A Service Customer is an individual who commissions the accountable Service Provider by means of a Service Level Agreement (SLA) with providing Business Support Services to the authorised Service Consumers in his realm whenever one of these Service Consumers triggers such a Ser- vice. The commissioning Service Customer may be one of the authorised Service Consumers.Service Denial Service Denial means that the Service-specific Benefits are not effectuated to the Service Object the triggering Service Consumer has designated with the service triggering and service configuring.Service Identi- The Service Identifiers are the criteria and/or elements which ensure the clear and concise identifi-fiers cation of each kind of Service. The three constituent Service Identifiers are  the Service Consumer whom to a Service must be rendered on his dedicated trigger  the Service Object which to the Service-specific Benefits must be effectuated on the dedicated trigger of an(y) authorised Service Consumer  the Service-specific Benefits which must be effectuated to the designated Service Object on the dedicated trigger of an(y) authorised Service ConsumerService Identi- Service Identifying is the initial phase, task and activity of Servicialisation. In the course of thisfying phase and/or activity, the relevant Service (Contribution) is clearly and concisely identified by means of the three constituent Service Identifiers.Service Level A Service Level is one distinct grade of Service Quality of a Target Service. There may be several Service Levels per Target Service which are clearly, completely and consistently specified in a separate set of 12 practical Service Attribute Values each.Service Level A Service Level Agreement (SLA) is a formally written and signed internal document for commis-Agreement sioning & committing the provision of certain Services to a group of explicitly authorised Service Consumers in the realm of the commissioning Service Customer. The SLA must comprise as its nucleus the clear, complete & consistent specification of the committed Service. The Service Specifi- cation must contain the agreed & approved description of the Service Quality which must be en- sured for each and every triggered Service as well as the Service Price which must be paid for the Services consumed by the authorized Service Consumers. The SLA is the foundation and main reference document for rendering and billing the committed Services.Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 8 of 11

Servicialisation – reliable, efficient and paying service provisionTerm ExplanationService Map A Service Map is a hierarchical diagram compiling all the Service Contributions which are required for aggregating a triggered Target Service. It shows the primary and all required secondary, tertiary … Service Contributions which may be mandatory or optional with their relations and (in- ter)dependencies.Service Object A Service Object is the particular item which the Service-Specific Benefits must be effectuated to on the dedicated trigger of an authorised Service Consumer. The Service Consumer determines the relevant Service Object in the course of triggering and configuring the Service. The Service Object is one of the three constituent Service Identifiers. Generally, there are 4 categories of Service Objects  life & limb of the triggering Service Consumer  goods & chattels of the triggering Service Consumer  rights & claims of the triggering Service Consumer  data & documents of the triggering Service ConsumerService Or- Service Orchestrating comprises commissioning the designated internal & external Service Suppli-chestrating ers with rendering the required Service Contributions for the target Service. Service Orchestrating is based on the elaborated Service Concepts.Service Per- Service Personal is a group of employees of the accountable Service Provider or the responsiblesonal Service Suppliers which perform the Service Provision or contribute to it.Service Pro- A Service Consumer is one of four main roles in the Servicescape and/or Servuction Environment.vider The Service Provider is the internal organisational unit of the enterprise which is headed by a CSO (Chief Service Officer) and which is accountable for providing each and every triggered Service explicitly to the triggering Service Consumer in the realm of the commissioning Service Customers. The Service Provider itself commissions internal and external Service Suppliers with rendering the required standard Service Contributions for the Business Support Services (BSS) he has committed to his commissioning Service Customers.Service Provi- The Service Provision is a one-time & real time, singular & separate, unrepeatable & irreversiblesion transaction that must be and is performed for completely & terminatorily rendering a triggered Service explicitly to the triggering Service Consumer.Service Quality The Service Quality is of a set of criteria which describe the expected or required or agreed or committed traits of a Target Service which can be or must be rendered to an authorized Service Consumer on his dedicated trigger.Service The Service Screenplay is the description of the course of (trans)actions for aggregating the re-Screenplay quired Service Contributions into the triggered Target Service.Service Speci- A Service Specification is a set of practical Service Attribute values which covers the Service Qualityfication and the Service Price by means of the 12 Standard Service Attributes 01. Service Consumer Benefits 02. Service-specific Functional Parameters 03. Service Delivery Point 04. Service Consumer Count 05. Service Delivery Readiness Times 06. Service Consumer Support Times 07. Service Consumer Support Languages 08. Service Fulfilment Target 09. Service Impairment Duration 10. Service Delivering Duration 11. Service Delivery Unit 12. Service Delivering Price http://en.wikipedia.org/wiki/Service_(economics)#Service_specificationPaul G. Huppertz, servicEvolution Introduction to Servicialisation Page 9 of 11

Servicialisation – reliable, efficient and paying service provisionTerm ExplanationService Speci- Service Specifying is the second phase, task and activity of Servicialisation. In the course of thisfying phase and/or activity, each identified Service is clearly, completely & consistently specified based on the 12 Standard Service Attributes. The output of this phase and/or activity is the Service Speci- fication which phrases the Service Quality as well as the Service Price in 12 practical Service Attrib- ute Values in the terms and wording of the designated and/or authorised Service Consumers.Service Sup- A Service Consumer is one of four main roles in the Servicescape and/or Servuction Environment. Aplier Service Supplier is an internal organisational unit of the accountable Service Provider or an external company. The accountable Service Provider commissions the Service Suppliers with rendering some distinct standard Service Contributions which are required for aggregating the triggered Tar- get Services, e.g. ICT-based Business Support Services (ICTBSS).Service Supply The Service Supply Chain is the structure for organising & orchestrating, guiding & conducting all in-Chain ternal and external Service Suppliers with rendering the Service Contributions commissioned to them. The accountable Service Provider organises & manages the Service Supply Chain with all the responsible Service Suppliers.Service Trans- A Service Transaction is the sequence of executing functions and/or activities which altogether ef-action fectuate the Service-specific Benefits of the triggered Target Service and render these explicitly to the triggering Service Consumer.Service Trigger A Service Trigger is the activity of an authorised Service Consumer who needs and therefore wants to fetch the Service-specific Benefits for executing his upcoming business activity. It is the activity which initiates and must entail the respective real time Service Transaction in the course of which the Service-specific Benefits must be effectuated and rendered explicitly to the triggering Service Consumer.Service- A Service-specific Benefit is a purposeful change of the status of a designated Service Object whichspecific Bene- must be effectuated on the dedicated trigger of an authorised Service Consumer. Such a benefitfit must satisfy the demands & needs, requirements & expectations of the authorised and/or triggering Service Consumer. The Service-specific Benefit is one of the three constituent Service Identifiers.Servicescape The Servicescape is the environment which in a triggered Service is rendered to the triggering Ser- vice Consumer. This comprises all the service-relevant rooms, equipment, physical goods, systems, personal, data, document as well as all other resources and means which are required and used for effectuating and rendering a triggered Service. Analogous to the production environment for goods fabrication it is also designated as Servuction Environment. The term Servicescape has been coined from Mary Jo Bitner in the year 1981. http://en.wikipedia.org/wiki/ServicescapeServicialisation Servicialisation is the reliable, efficient & paying provision of each and every explicitly triggered Service explicitly to the respective triggering Service Consumer in the bindingly committed Service Quality.Servuction The Servuction is the practical Service Transaction or Service Provision, i.e. the effective rendering of an explicitly triggered Service explicitly to the triggering Service Consumer and that without any delay or friction and in the bindingly committed Service Quality.Servuction En- s. ServicescapevironmentTarget Service A Target Service is a Service, e.g. an ICT-based Business Support Service (ICTBSS) that must be rendered to an employee in the business unit who, in his role as an authorised Service Consumer, has triggered such a Service for executing his upcoming business activity and creating business value thereby.Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 10 of 11

Servicialisation – reliable, efficient and paying service provision Appendix B: SourcesTopic Source, i.e. whitepaper, book, web-site, … Presentation ‘ITSCMM Presentation’ from Frank Niessink, referring to the projects KWINTES & DOCIS undertaken from 3 universities in The NetherlandsService (term) http://blog.vsharing.com/Uploads/UserDirs/3/935/373944/itscmm-presentation.pdfdefinition Wikipedia entry ‘Service definition’ http://en.wikipedia.org/wiki/Service_(economics)#Service_definition ITIL® V3 Glossary v01, 30 May 2007 http://www.itil-officialsite.com/nmsruntime/saveasdialog.aspx?lID=910&sID=242 Wikipedia entry ‘Service characteristics’Service char- http://en.wikipedia.org/wiki/Service_(economics)#Service_characteristicsacteristics Learn Marketing ‘Characteristics of a Service’ http://www.learnmarketing.net/servicemarketing.htmService speci- Wikipedia entry ‘Service specification’fication http://en.wikipedia.org/wiki/Service_(economics)#Service_specification Article ‘The Servuction Model’ from Hoffmann & BatesonServuction http://www.scribd.com/doc/32066617/6-the-Servuction-Modelmodel Presentation ‘Services Marketing’ http://www.slideshare.net/robinslides/service-marketing-1237153 Presentation ‘An introduction to Services Marketing from Athens University of Economics and Business http://www.aueb.gr/users/esaopa/courses/part2.pdf Marketing Information and Library Services from Sheila Webber, Sheffield University, UK http://dis.shef.ac.uk/sheila/marketing/services.htm Book ‘Delivery Quality Service – Balancing Customer Perceptions and Expectations’Service mar- from Valerie A. Zeithaml, A. Parasuraman & Leonard L. Berryketing http://www.amazon.com/Delivering-Quality-Service-Valarie- Zeithaml/dp/1439167281/ref=sr_1_1?ie=UTF8&qid=1325508477&sr=8-1 Article ‘Breaking Free from Product Marketing’ in ‘Journal of Marketing’ from April 1977 from G. Lynn Shostack, Vice President of Citibank, New York http://www.scribd.com/doc/23720084/Breaking-From-Product-Marketing Book ‘Servuction – le marketing des services’ from Pierre Eiglier & Eric Langeard http://www.decitre.fr/livres/SERVUCTION.aspx/9782840740339Paul G. Huppertz, servicEvolution Introduction to Servicialisation Page 11 of 11

Whitepaper Servicialisation - Introduction V03.00.00

by Paul G. Huppertz

Accessibility

Categories

Upload Details

Usage Rights

2 Embeds 4

Statistics

Whitepaper Servicialisation - Introduction V03.00.00 Document Transcript

http://tweets.kathan.at	2
http://www.twylah.com	2