3rd Annual Conference of itSMF Russia                  ‚Who are you, Mr. Service?‘                            Lecture     ...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech  ‚Service Offering - From Service Specifying to Service Cataloguing‘             Servicialisation – Methods, Object...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech‚Service Offering - From Service Specifying to Service Cataloguing‘           Catalogue Requirements – Criteria & As...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech    ‚Service Offering - From Service Specifying to Service Cataloguing‘            Catalogue Arrangement - Recipient...
Speech‚Service Offering - From Service Specifying to Service Cataloguing‘      Catalogue Requirements – Implementation & E...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘        Catalogue Arrangement – Documentation ...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘         Catalogue Arrangement – Registers & D...
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘         Catalogue Arrangement – Versioning & Ma...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘  Catalogue Structure – Service Specifications &...
Speech    ‚Service Offering - From Service Specifying to Service Cataloguing‘                Catalogue Structure – Content...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘   Specification Requirements – Service Type & S...
Speech    ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Requirements – Service Definit...
Speech    ‚Service Offering - From Service Specifying to Service Cataloguing‘Specification Requirements – Service Identifi...
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Requirements – Basic Reference & ...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech‚Service Offering - From Service Specifying to Service Cataloguing‘    Specification Content – Service Consumer & Se...
Speech    ‚Service Offering - From Service Specifying to Service Cataloguing‘         Specification Content – Service Cust...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
Speech      ‚Service Offering - From Service Specifying to Service Cataloguing‘      Specification Format – Service Attrib...
Speech       ‚Service Offering - From Service Specifying to Service Cataloguing‘          Specification Format – Service S...
Speech      ‚Service Offering - From Service Specifying to Service Cataloguing‘           Specification Format – Service A...
Speech        ‚Service Offering - From Service Specifying to Service Cataloguing‘          Specification Format – E-Mailin...
Speech         ‚Service Offering - From Service Specifying to Service Cataloguing‘        Specification Format – E-Mailing...
Speech         ‚Service Offering - From Service Specifying to Service Cataloguing‘        Specification Format – E-Mailing...
Speech          ‚Service Offering - From Service Specifying to Service Cataloguing‘         Specification Format – E-Maili...
Speech   ‚Service Offering - From Service Specifying to Service Cataloguing‘                     Contents – Segments & Sec...
3rd Annual Conference of itSMF Russia                  ‚Who are you, Mr. Service?‘                            Lecture     ...
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Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу

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Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу

  1. 1. 3rd Annual Conference of itSMF Russia ‚Who are you, Mr. Service?‘ Lecture Service Offering From Service Specifying to Service Cataloguing September 13, 2012 Moscow, 1-st Zachatievskiy per 4, InfoSpace E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz Paul G. Huppertz SlideShare http://www.slideshare.net/PaulGHz Пол Г. Хуппертц 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 1servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62
  2. 2. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 2 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  3. 3. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 3 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  4. 4. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Servicialisation – Methods, Objects & Results Service Identifying Service Consumer, Service Object, Benefit Service Consumer Benefit & Primary Benefit Service Specifying Service Quality 12 Standard Service Attributes Identified Service Type & Service Specification Service Composing Service Map & Service Screenplay Specified Service Type & Service Concept Service Supplier Operational Level AgreementService Orchestrating & Service Supply Chain Underpinning Contract Service Cataloguing Service Specifications = Service Catalogue Entries Service Offerings & Service Catalogue Service Committing Service Demand & Service Level Specification Service Commitment & Service Level Agreement Providing Readiness On Service Triggering: Service Concerting & Providing Capacity Service Providing Service Price Service Bill Service Billing x Service Count & Service Revenue 4 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  5. 5. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 5 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  6. 6. Speech‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Requirements – Criteria & Aspects 6Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  7. 7. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 7 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  8. 8. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Arrangement - Recipients & Responsibles Service Recipients Service Responsibles• Service Consumers • Service Providing Manager• Service Customers • Service Composer • Service Supply Chain Manager • Service Providing Governance Online access for Online access for selecting & commissioning Service planning & processing Online access for Catalogue consulting & supporting Service Actors Service Supplier• Service Consumer Support Team • internal (departments, groups, teams, …)• Service Customer Manager • external (Outsourcer, Cloud Provider, …)• Servicescape Manager 8 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  9. 9. Speech‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Requirements – Implementation & Evolution 9Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  10. 10. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Arrangement – Documentation & DemarcationService Commissioning Service Consuming Service Service Customer Consumer Service Provider Service Concerting ICT goods Ordering, Deliver System Asset Docu- catalogue ing & Inventoring menting documentation inventory (CMDB/CMS) 10 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  11. 11. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Arrangement – Registers & Documentations Register of Register of all Detailedcomplete & concise Register of copies of ICT technical ICTility service complete & concise goods having been documentation specifications ICT good procured & of service- confirmed & specifications being used relevant ICT approved by the for ordering & in the servuction systemsservice consumers procuring copies of environment for used for rendering and the service these goods rendering ICTility triggered ICTility customers services services ICT goods Ordering, Deliver System Asset Docu- catalogue ing & Inventoring menting documentation inventory (CMBD/CMS) 11 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  12. 12. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Arrangement – Versioning & Maintaining continual maintenance major version versioning: by the catalogue XX.yy.zz major.minor.micro managergeneral yearly main new simplerevision revision specification insertion minor cleared cleared micro version quarterly monthly version xx.YY.zz version version xx.yy.ZZ 12 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  13. 13. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 13 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  14. 14. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Structure – Service Specifications & Catalogue Entries Service Identifying Service Catalogue Service Specifying Service ComposingService Orchestrating Service Cataloguing 14 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  15. 15. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Structure – Contents & OfferingsContents Service Catalogue1 Overview2 Introduction3 Service specifying4 Service offerings5 Service specification6 Service commissioning7 Service providing8 Appendix 15 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  16. 16. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 16 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  17. 17. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Requirements – Service Type & Service Identifiers Service Identifying Service Consumer Service TypeService-specific Service Benefit Object 17 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  18. 18. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Requirements – Service Definition & Service-specific Benefit Service Identifying Service =A benefit is benefit on service object a purposeful change of status on a particular object, that fulfils concrete requirements. 18 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  19. 19. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘Specification Requirements – Service Identifiers & Service Object Categories Service Identifying Life Goods & Limb & Chattels Service Consumer Data Rights & Documents & Claims S e r v i c e O b j e c t Categories 19 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  20. 20. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Requirements – Basic Reference & Binding Document Service Identifying Service Consumer Service Specifying Service Customer Service ComposingService Orchestrating Service Service Bill Specification Service Cataloguing Service Committing Service Concerting Service Concept Service Billing 20 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  21. 21. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 21 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  22. 22. Speech‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Content – Service Consumer & Service Quality Service adequate? Service Service Quality Con- Price reliable? sumer Service Cost 22Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  23. 23. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Content – Service Customer & Service Price affordable? Service Service Service Service adequate? Quality Con-Customer economical? Price reliable? sumer Service Cost 23 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  24. 24. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 24 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  25. 25. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – Service Attributes & Attribute Classification Denomination of the service typeNo. Attribute name Bronze Silver Gold Data type/measuremt unit01 Service Consumer Benefits free text02 Service-specific Functional Parameters service-specific03 Service Provision Point location, interface Service Quality04 Service Consumer Count number05 Service Providing Readiness Times day times06 Service Consumer Support Times  clear, complete & concise day times07 Service Consumer Support Languages all 12 attribute values together  national languages08 Service Fulfillment Target  concerns each singular service %09 Service Impairment Duration  2 pages only per service type hh:mm  service offering of the service provider10 Service Providing Duration hh:mm:ss11 Service Provision Unit service-specific12 Service Providing Price Service Price € Attributes 01 – 11 for service quality & attribute 12 with service price 25 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  26. 26. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – Service Specification & Service Levels Denomination of the service typeNo. Attribute name Bronze Silver Gold Data type/measuremt unit01 Service Consumer Benefits 01 B 01 S 01 G free text02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific03 Service Provision Point 03 B 03 S 03 G location, interface04 Service Consumer Count 04 B 04 S 04 G number05 Service Providing Readiness Times 05 B 05 S 05 G day times06 Service Consumer Support Times 06 B 06 S 06 G day times07 Service Consumer Support Languages 07 B 07 S 07 G national languages08 Service Fulfillment Target 08 B 08 S 08 G %09 Service Impairment Duration 09 B 09 S 09 G hh:mm10 Service Providing Duration 10 B 10 S 10 G hh:mm:ss11 Service Provision Unit 11 B 11 S 11 G service-specific12 Service Providing Price 12 B 12 S 12 G € One self-contained set of 12 service attribute values per service level 26 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  27. 27. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – Service Attributes & Service Value Denomination of the service typeNo. Attribute name In ITIL V3, Service Value is paraphrased as01 Service Consumer Benefits Service Utility02 Service-specific Functional Parameters Fitness for purpose03 Service Provision Point What the service consumers consumes04 Service Consumer Count05 Service Providing Readiness Times06 Service Consumer Support Times07 Service Consumer Support Languages Service Warranty08 Service Fulfillment Target Fitness for rendering09 Service Impairment Duration How the service will be rendered10 Service Providing Duration11 Service Provision Unit12 Service Providing Price Coherent designation : ICTilities – ICT-system based Utility Services 27 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  28. 28. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – E-Mailing Service & 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 Consumer Benefits For each outbound e-mail copies of the original e-mail are each delivered to the Delivered e-01.01 Delivering e-mail copies e-mail addresses specified by the service consumer. mail copy Any outbound e-mail copy with an invalid e-mail address is directly bounced to01.02 Bouncing invalid e-mail addresses the service consumer accompanied by an understandable explanation. Bounced e- mail delivery Any undeliverable copy of an outbound e-mail is directly bounced to the service errors01.03 Bouncing undeliverable e-mail copies consumer accompanied by an understandable explanation. A copy of each particular outbound and inbound e-mail is stored in the service Retained e-01.04 Retaining e-mail copies consumers central e-mailbox for maximum 90 days. mail copy A copy of each particular outbound and inbound e-mail can be completely and Restored e-01.05 Restoring e-mail copies intactly restored for the next 14 days after corruption or erroneous deletion. mail copy All outbound and inbound e-mail copies are purged from viruses or any other01.06 Protecting e-mail copies against malware malware. Protected e- mailbox01.07 Protecting e-mailboxes against spam Inbound e-mail copies are protected against any spam 28 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  29. 29. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – E-Mailing Service & Service Attributes 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 service02.01 consumer for inbound and outbound e-mail 200 500 1.000 MB copies Maximum allowable size per particular02.02 outbound or inbound e-mail copy including file 10 12 15 MB attachments Maximum allowable number of target02.03 50 100 150 Number addresses per e-mail02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format03 Service Provision Point03.01 Microsoft/Outlook locally installed X X X03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X Type of user Microsoft/Outlook Web Access via HTTPS & Interface03.03 X X SSL03.04 RIM/Blackberry Device X04 Service Consumer Count 1 Number 29 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  30. 30. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – E-Mailing Service & Service Attributes 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 Providing 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 Consumer Support Languages07.01 Russian X X X National07.02 English X X X language 30 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  31. 31. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – E-Mailing Service & Service Attributes 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 Fulfillment Target08 Ratio of successfully rendered e-mailing services and 95 97 98 % triggered e-mailing services per service consumer covering all applicable benefits specified in attribute 0109 Service Impairment Duration 00:40 00:30 00:20 hh:mm Service Providing 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 Provision Unit One copy each of the original e-mail delivered to the e-mailbox Complete set11 Basic portion of service rendering to a triggering service of delivered e- of each addressee specified by the triggering service consumer consumer mail copies12 Service Providing Price Service Access Price12.01 5,00 7,50 10,00 € Mandatory per authorized service consumer per month Service Consumption Price option 1: Flat rate-based12.02 Fixed price per authorized service consumer per month 50,00 150,00 500,00 € for any consumed service volume Service Consumption Price option 2: Volume-based12.03 Staged fixed price per consumed service volume per tdb tdb tbd € service consumer per month Service Consumption Price option 3: Unit-based12..04 0,10 0,30 1,00 € Fixed price per consumed service delivery unit 31 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  32. 32. Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Contents – Segments & Sections • Servicialisation – Methods, Objects & ResultsIntro • Catalogue Requirements – readable & understandable • Catalogue Arrangement – presentation & information • Catalogue Structure – contents & entriesCentro • Specification Requirements – complete & concise • Specification Content – service quality & service price • Specification Format – 12 service attributes & 3 service levels • Discussion – Repeating, Reviewing & RevisingExtro 32 Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
  33. 33. 3rd Annual Conference of itSMF Russia ‚Who are you, Mr. Service?‘ Lecture Service Offering From Service Specifying to Service Cataloguing Your questions? My answers! E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz Paul G. Huppertz SlideShare http://www.slideshare.net/PaulGHz Пол Г. Хуппертц 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 33servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62

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