Servicialisation - Service Specifying: Example E-mailing Service V01.05.00

ServicialisationConcept for reliable, efficient & payable service rendering Servicialisation From Service Identifying to Service Billing Service specification – Example E-Mailing Service 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

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

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 4 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 5 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 6 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 7 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 format Software02.05 Backend e-mail application software Microsoft/Exchange Server name03 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 8 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 9 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 10 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 12 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 13 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 14 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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. 15 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 16 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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. 17 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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. 18 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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. 19 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 20 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 21 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 23 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 25 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

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 26 Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

Servicialisation - Service Specifying: Example E-mailing Service V01.05.00

by Paul G. Huppertz on Oct 16, 2011

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Servicialisation - Service Specifying: Example E-mailing Service V01.05.00 Presentation Transcript