9th Russian IT Management Forum                       Servicialisation              Service Consumers Center Stage!       ...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!  Service                                            -ialisation19.12.20...
Servicialisation – Service Consumers Center Stage! Servicialisation = Guiding Concept for Service Providing               ...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!              SERVICESCAPE                          Everybody triggers s...
Servicialisation – Service Consumers Center Stage!                                          Service    adequate?   Service...
Servicialisation – Service Consumers Center Stage!              affordable?                                              S...
Servicialisation – Service Consumers Center Stage!              affordable?                                               ...
Servicialisation – Service Consumers Center Stage!                                   Service Consumer,              Servic...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!                            Data Center                                 ...
Servicialisation – Service Consumers Center Stage!19.12.2012                     - 14 -
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!                                       Business Process                 ...
Servicialisation – Service Consumers Center Stage!                                   Business Process                     ...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!                                             Delivering copy 1          ...
Servicialisation – Service Consumers Center Stage!                                      Business process                  ...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!             A Service is             a set of onetime consumable and pe...
Servicialisation – Service Consumers Center Stage!              Service Identifying                                       ...
Servicialisation – Service Consumers Center Stage!                    Life                    Goods                   & Li...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!       Service Identifying                                              ...
Servicialisation – Service Consumers Center Stage!       Service Identifying             Service Specifying19.12.2012     ...
Servicialisation – Service Consumers Center Stage!                                                  Designation of the ser...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!                                                                   Servi...
Servicialisation – Service Consumers Center Stage!             • Servicialisation – Coining, Deducing & DemarcatingIntro  ...
Servicialisation – Service Consumers Center Stage!                                    Your questions?                     ...
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Lecture 'Servicialisation - Service Consumers Center Stage' 2012-05-24 V01.02.00

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This lecture about Servicialisation (= Сервиселизация) was given as the opening keynote of the 9th Russian IT Management Forum on May 24th, 2012 in Moscow.

Agenda:
- Servicialisation – Coining, Deducing & Demarcating
- Service Consumer – Role, Requirements & Rules
- Wind of change – Storm of Businesses, Tasks & Conditions
- Service Consumer – Activator, Addressee & Success Factor
- Service Providing – Triggering, Effectuating & Rendering
- Service Identifying – Service Consumer, Service Object & Benefit
- Service Specifying – Service Quality, Service Attributes & Service Levels
- Service Triathlon – Providing Readiness, Providing Capacity & Providing

Further documents can be found on the blog of OmniNet
• 'Servicialisation - thought leading concept for providing services'
http://omnitracker2.blogspot.com/2011/10/servicialisation-thought-leading_11.html
• 'Сервициализация – ведущая концепция обеспечения услуг'
http://omnitracker.blogspot.com/2011/10/blog-post.html
• 'Service Identifying - 3 Service Identifiers'
http://omnitracker2.blogspot.com/2012/02/paul-g-huppertz-service-identifying-3.html
• 'Определение услуг – 3 идентификатора услуг'
http://omnitracker.blogspot.com/2012/02/blog-post.html

Published in: Business, Education
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Notes
  • The service consumer is
    - the single & sole activator & addressee of any service rendering
    - the critical success factor of each singular service rendering & for the service-based value creating.

    Thus, the truly & truthfully accountable service provider must ensure that each & every explicitly triggered, singular & unique service is instantaneously effectuated & reliably rendered explicitly to the triggering service consumer so that he can efficiently execute his upcoming activity & create the respective value in so doing.

    For ensuring this, the accountable service provider must prudently prepare & providently perform service providing from service identifying to service billing.
    s. slide deck of the master class 'Servicialisation - From Service Identifying to Service Billing'
    http://de.slideshare.net/PaulGHz/master-class-servicialisation-from-service-identifying-to-service-billing-20120528-v020300



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Lecture 'Servicialisation - Service Consumers Center Stage' 2012-05-24 V01.02.00

  1. 1. 9th Russian IT Management Forum Servicialisation Service Consumers Center Stage! 24.05.2012 Moscow, Hotel Radisson Slavyanskaya E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz XING https://www.xing.com/profile/PaulG_Huppertz ICT-Consultant & System Architect CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz Service Composer & Meta Service Provider yasni http://person.yasni.de/paul-g.-huppertz-251032.htm19.12.2012 -1-
  2. 2. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 -2-
  3. 3. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 -3-
  4. 4. Servicialisation – Service Consumers Center Stage! Service -ialisation19.12.2012 -4-
  5. 5. Servicialisation – Service Consumers Center Stage! Servicialisation = Guiding Concept for Service Providing Service -ialisation19.12.2012 -5-
  6. 6. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 -6-
  7. 7. Servicialisation – Service Consumers Center Stage! SERVICESCAPE Everybody triggers services. Everybody is a service consumer in many cases. Everybody frequently needs the service-specific benefits In short: Everybody is a service consumer.19.12.2012 -7-
  8. 8. Servicialisation – Service Consumers Center Stage! Service adequate? Service Service Quality Con- Price reliable? sumer Service Cost19.12.2012 -8-
  9. 9. Servicialisation – Service Consumers Center Stage! affordable? Service Service Service Service adequate? Quality Con-Customer economical? Price reliable? sumer Service Cost 19.12.2012 -9-
  10. 10. Servicialisation – Service Consumers Center Stage! affordable? Service Service Service Service adequate? Quality Con-Customer Price reliable? sumer economical? Paying price?Service ServiceProvider Cost Paying cost? Service Effectiveness 19.12.2012 - 10 -
  11. 11. Servicialisation – Service Consumers Center Stage! Service Consumer, Service Identification Service Identifying Service Object, Benefit & primary benefit Service Quality Service Type Service Specifying 12 Standard Service Attributes & Service Specification Service Map Service Type Service Composing & Service Screenplay Service Concept Service Supplier Operation Level AgreementService Orchestrating & Service Supply Chain Underpinning Contract Service Specifications Service Offerings Service Cataloguing & Service Catalogue Entries & Service Catalogue Service Need Service Commitment Service Committing & Service Level Specification & Service Level Agreement Providing Readiness On Service triggering: Service Concerting & Providing Capacity Service rendering Service Price Service Consumption Service Billing x Service Count & Service Bill19.12.2012 - 11 -
  12. 12. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 12 -
  13. 13. Servicialisation – Service Consumers Center Stage! Data Center Heterogeneity and mutal Expansion Global networks Interdependency & Explosion DC Number of servers Internet tornados Growing complexity and dynamic19.12.2012 - 13 -
  14. 14. Servicialisation – Service Consumers Center Stage!19.12.2012 - 14 -
  15. 15. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 15 -
  16. 16. Servicialisation – Service Consumers Center Stage! Business Process Service Consuming Value Creation Service Consumer ICT-based ServiceThe Service Consumer is the critical success factor for service rendering• He triggers a separate service if needed & configures it situationally & particularly.• He is involved in service rendering a 100%.• He feels any service impairment instantaneously & inevitably.• He needs & utilizes the benefits of the service for executing his upcoming work.• He creates the business value by consuming & utilizing the service-specific benefits.• He is an external factor from the perspective of the accountable Service Provider.The Service Consumer spares himself service-relevant equipment & training.19.12.2012 - 16 -
  17. 17. Servicialisation – Service Consumers Center Stage! Business Process Service Consuming Value Creation Service Consumer ICT-based 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 softphone for E-Mailing-Services • service configuring depending on his situational & particular needs • consuming & utilizing the service-specific benefits • commercial value creation out of the service-specific benefits19.12.2012 - 17 -
  18. 18. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 18 -
  19. 19. Servicialisation – Service Consumers Center Stage! Delivering copy 1 Making Delivering copy 2 copies E-Mailing of the Service original E-Mail Delivering copy 319.12.2012 - 19 -
  20. 20. Servicialisation – Service Consumers Center Stage! Business process Managemnt Business Strategy Value creation Business Chain Value Service (ICTBSS) Delivering 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 Good19.12.2012 - 20 -
  21. 21. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 21 -
  22. 22. Servicialisation – Service Consumers Center Stage! A Service is a 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.19.12.2012 - 22 -
  23. 23. Servicialisation – Service Consumers Center Stage! Service Identifying Service =A benefit is benefit on service object a purposeful change of status on a particular object, that fulfils concrete requirements. 19.12.2012 - 23 -
  24. 24. Servicialisation – Service Consumers Center Stage! Life Goods & Limb & Chattels Service Consumer Data Rights & Documents & Claims S e r v i c e O b j e c t T ypes19.12.2012 - 24 -
  25. 25. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 25 -
  26. 26. Servicialisation – Service Consumers Center Stage! Service Identifying Service Consumer Service Specifying Service Customer Service Composing Service Orchestrating Service Service Bill Specification Service Cataloguing Service Committing Service Concerting Service Concept Service Billing19.12.2012 - 26 -
  27. 27. Servicialisation – Service Consumers Center Stage! Service Identifying Service Specifying19.12.2012 - 27 -
  28. 28. Servicialisation – Service Consumers Center Stage! Designation of the serviceNo. Attribute name Bronze Silver Gold Data type/measuremt. unit01 Service Consumer Benefits free description02 Service-specific Functional Parameters service-specific Service Quality03 Service Delivery Point (for Service Consumer) location, interface04 Service Consumer Count Number05 Service Delivering Readiness Times (for Consumer) Daytime hours06 Service Consumer Support Times  clear, complete & consistent Daytime hours07  Service Consumer Support Languages all 12 attribute values combined Languages08  Service Fulfilment Target (per Consumer) applying for each triggered service %09 Service Impairment Duration  2 pages per service specification hh:mm  offering for the Service Consumer10 Service Delivering Duration (for Consumer) hh:mm:ss11 Service Delivery Unit (for Consumer) service-spezifisch12 Service Delivering Price Service Price € Attributes 01 – 11 for service quality & attribute 12 for service price 19.12.2012 - 28 -
  29. 29. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 29 -
  30. 30. Servicialisation – Service Consumers Center Stage! Service Consuming 3. Service 3. Service Service 3. Service 3. Service Provider 3. Service Service Concerting 2. Keeping up & adjusting and/or service providing capacity in-/external Service Service Triathlon 1. Achieving & keeping up Suppliers service providing readiness19.12.2012 - 30 -
  31. 31. Servicialisation – Service Consumers Center Stage! • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Consumer – Role, Requirements & Rules • Wind of change – Storm of Businesses, Tasks & Conditions • Service Consumer – Activator, Addressee & Success Factor • Service Providing – Triggering, Effectuating & RenderingCentro • Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – Service Quality, Service Attributes & Service Levels • Service Triathlon – Providing Readiness, Providing Capacity & Providing • Discussion – Repeating, Reviewing & RevisingExtro19.12.2012 - 31 -
  32. 32. Servicialisation – Service Consumers Center Stage! Your questions? My answers! E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz XING https://www.xing.com/profile/PaulG_Huppertz ICT-Consultant & System Architect CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz Service Composer & Meta Service Provider yasni http://person.yasni.de/paul-g.-huppertz-251032.htm19.12.2012 - 32 -

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