Lecture 'Service - Word and Term' 2014-08-27 V03.00.00

Lecture 'Service - Word and Term' 2014-08-27 V03.00.00

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  E-Mail Paul.G.Huppertz@servicEvolution.com Mobile Phone+49-1520-9 84 59 62 Landline Phone +49-6123-74 04 16 XING https://www.xing.com/profile/PaulG_Huppertz LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz yasni http://person.yasni.de/paul-g.-huppertz-251032.htm Paul G. Huppertz named Servísophos Servicing Consultant & System Architect Service Composer & Meta Service Provider ISSIP Service Terminology servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62 Service Word & Term Wednesday, August 27, 2014 / 27.08.2014 07:30 – 08:00 AM PDT / 10:30 – 11:00 AM EDT / 04:30 – 05:00 PM CEST Weekly conference call International Society of Service Innovation Professionals (ISSIP) http://www.issip.org/ 1
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  ISSIP Service – Word& Term Outline – Sections & Contents Intro • Service – Word, Derivation & Translation Centro • Service Term – Demarcation, Essence & Definition • Service Identifiers – Service Consumer, Service Object & Benefit Extro • Discussion – Repeating, Rethinking & Revising • Appendix – Sources, Links & References 2 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Outline – Sections & Contents Intro • Service – Word, Derivation & Translation Centro • Service Term – Demarcation, Essence & Definition • Service Identifiers – Service Consumer, Service Object & Benefit Extro • Discussion – Repeating, Rethinking & Revising • Appendix – Sources, Links & References 3 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service – Word, Derivation & Translation The word service • derives from the Latin verb ‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘ • has been derived from the past participle ‚servitum‘ – ‚served‘ Conclusions • someone must be attended for his interests • for appropriately attending this ‚someone‘, a.k.a. the service consumer • the service consumer must be known & authorized • his interests must be determined from his perspective • the points in time must be determined according to his exigencies • the required and/or desired output must be described from his perspective • another party must attend the service consumer, a.k.a. the service provider 4 Intro | Service Term | Service Identifiers | Extro http://www.frag-caesar.de/lateinwoerterbuch/servire-uebersetzung.html
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  ISSIP Service – Word& Term Outline – Sections & Contents Intro • Service – Word, Derivation & Translation Centro • Service Term – Demarcation, Essence & Definition • Service Identifiers – Service Consumer, Service Object & Benefit Extro • Discussion – Repeating, Rethinking & Revising • Appendix – Sources, Links & References 5 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Meanings, Examples & Demarcations 6 Service Benefits to a bene- ficiary „Public Service“ Sea- faring route Data Trans- mitting Archi- tectural element Table- ware Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Basic Definition, Benefit & Essence A service is a set of BENEFITS. 7 For a(ny) service its benefit is its essence, to wit: its constitutive trait. {‘proté ousia’ – ‘primary substance’ according to the category theory from Aristotle, in Latin ‘quidditas’ – ‘what it is’} s. Wikipedia entry ‘Essence’ - http://en.wikipedia.org/wiki/Essence Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Basic Definition, Service Characteristics & Inclusion A service is a set of ONE-TIME CONSUMABLE AND PERISHABLE benefits. 8 For a(ny) service the service characteristics, mainly • Intangibility (= untouchability) • Immateriality (= no material whatsoever) • Insubstanciality (= without any physical or logical substance) • Perishability (= fugacity, transitoriness) are its accident, to wit: its secondary features that are innate to any service. { ‘deutera ousia – ‘secondary substance’ according to the category theory form Aristotle in Latin ‘qualitas’ – ‘how it is’} s. Wikipedia entry ‘Accident’ - http://en.wikipedia.org/wiki/Accident_(philosophy) Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Explanation, Accountability & Service Provider A service is a set of one-time consumable and perishable benefits, • ensured by an ACCOUNTABLE SERVICE PROVIDER. 9 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Service-relevant Elements, Systems & Actors A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by SYSTEM FUNCTIONS AND/OR ACTIVITIES. 10 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Commissioning, Beneficiaries & Commitment 11 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by SERVICE CUSTOMERS (= SERVUCTION CUSTOMERS) • for AUTHORIZED SERVICE CONSUMERS • from an ACCOUNTABLE SERVICE PROVIDER. Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Service Consumer, Service Trigger & Service Rendering 12 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an AUTHORIZED SERVICE CONSUMER • on his explicit SERVICE TRIGGER Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Service Consumer, Service Object & Service-specific Benefits 13 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific BENEFITS TO THE SERVICE OBJECT. Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Service Consumer, Service Consuming & Activity 14 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the service object • consumed • by the TRIGGERING SERVICE CONSUMER • for efficiently executing his UPCOMING ACTIVITY. Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Term – Definition, Addition & Explanation 15 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the service object • consumed • by the triggering service consumer • for efficiently executing his upcoming activity. Intro | Service Term | Service Identifiers | Extro generic & consistent definition explanation of • main roles • course of service rendering
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  ISSIP Service – Word& Term Outline – Sections & Contents Intro • Service – Word, Derivation & Translation Centro • Service Term – Demarcation, Essence & Definition • Service Identifiers – Service Consumer, Service Object & Benefit Extro • Discussion – Repeating, Rethinking & Revising • Appendix – Sources, Links & References 16 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Identifiers – Benefit, Service Object & Service Consumer 17 A service is a set of one-time consumable and perishable BENEFITs, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the SERVICE OBJECT • consumed • by the triggering SERVICE CONSUMER • for efficiently executing his upcoming activity. Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Service Identifiers – Generic, Constitutive & Exhaustive 18 Service = benefit to the service object 3 generic & constitutive service identifiers for any service type  Service Consumer  Service Object  Service-specific Benefit Service Identifying Intro | Service Term | Service Identifiers | Extro
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  Service = benefit to theservice object ISSIP Service – Word & Term Service Identifiers – Explanations, Relationships & Dependencies 19 Intro | Service Term | Service Identifiers | Extro  Service Consumer whom to a service must be reliably rendered on his explicit service trigger  Service object, which to the service-specific benefit must be safely & securely effectuated on the explicit service trigger of an authorized service consumer  Service- specific benefit that must be effectuated to the service object Service Identifying
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  ISSIP Service – Word& Term Service Identifiers – Service Consumer, Service Object Owner & Activator 20 Intro | Service Term | Service Identifiers | Extro Service Consumer 4 Categories of Service Object Types
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  ISSIP Service – Word& Term Service Identifiers – Category 1, Service Object Type & Examples 21 Intro | Service Term | Service Identifiers | Extro Life & Limb Service Consumer 4 Categories of Service Object Types
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  ISSIP Service – Word& Term Service Identifiers – Category 2, Service Object Types & Examples 22 Intro | Service Term | Service Identifiers | Extro Goods & Chattels Service Consumer 4 Categories of Service Object Types
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  ISSIP Service – Word& Term Service Identifiers – Category 3, Service Object Types & Examples 23 Intro | Service Term | Service Identifiers | Extro Rights & Claims Service Consumer 4 Categories of Service Object Types
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  ISSIP Service – Word& Term Service Identifiers – Category 4, Service Object Types & Examples 24 Intro | Service Term | Service Identifiers | Extro Data & Documents Service Consumer 4 Categories of Service Object Types
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  ISSIP Service – Word& Term Service Identifiers – Explanations, Relationships & Dependencies 25 Intro | Service Term | Service Identifiers | Extro Life & Limb Goods & Chattels Data & Documents Rights & Claims Service Consumer 4 Categories of Service Object Types
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  ISSIP Service – Word& Term Outline – Sections & Contents Intro • Service – Word, Derivation & Translation Centro • Service Term – Demarcation, Essence & Definition • Service Identifiers – Service Consumer, Service Object & Benefit Extro • Discussion – Repeating, Rethinking & Revising • Appendix – Sources, Links & References 26 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service Terminology servicEvolution –Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62 Service Word & Term “If words are incorrect, language is not in accordance with the truth of things.” [Confucius] 27 E-Mail Paul.G.Huppertz@servicEvolution.com Mobile Phone +49-1520-9 84 59 62 Landline Phone +49-6123-74 04 16 XING https://www.xing.com/profile/PaulG_Huppertz LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz yasni http://person.yasni.de/paul-g.-huppertz-251032.htm Paul G. Huppertz named Servísophos Servicing Consultant & System Architect Service Composer & Meta Service Provider
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  ISSIP Service – Word& Term Appendix – Sources, Links & References Intro • Service – Word, Derivation & Translation Centro • Service Term – Demarcation, Essence & Definition • Service Identifiers – Service Consumer, Service Object & Benefit Extro • Discussion – Repeating, Rethinking & Revising • Appendix – Sources, Links & References 28 Intro | Service Term | Service Identifiers | Extro
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  ISSIP Service – Word& Term Appendix – Sources, Links & References 29 Intro | Service Term | Service Identifiers | Extro No. Topic or title Sources, links, references 01 Service characteristics http://en.wikipedia.org/wiki/Service_(economics)#Service_characteristics http://busfac32.cob.calpoly.edu/presentations/Sharon_Dobson/Ch08.ppt http://online.uis.edu/spring2002/bus322/lectures/chap01/sld040.html http://www.belkcollege.uncc.edu/mjkhouja/02%20Nature.ppt http://www.learnmarketing.net/servicemarketing.htm XING-Forum ‚Service-Charakteristika‘ https://www.xing.com/communities/forums/100632561 Slide deck ‚Future of Service Marketing – Trick or Treat?‘ http://www.lovelock.com/associates/images/news/Frontiers2004FutureofServicesMarketing.pdf 02 ‚ServQual Model‘ v. Zeithaml, Parasuraman & Berry http://www.12manage.com/methods_zeithaml_servqual_de.html http://www.12manage.com/methods_zeithaml_servqual.html 03 Service term, definition https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des- fachbegriffs-29939479/ http://en.wikipedia.org/wiki/Service_(economics)#Service_definition XING-Forum‚Service-Begriff – Definierung & Erläuterung‘ https://www.xing.com/communities/posts/service-begriff-definierung-und-erlaeuterung-1005384609 XING-Forum ‚Service-Begriff – Abgrenzung & Einordnung‘ https://www.xing.com/communities/posts/service-begriff-abgrenzung-und-einordnung-1005384610 XING-Forum ‚Service-Begriff – Wortherkunft , Wortbedeutung & Wortgebrauch‘ https://www.xing.com/communities/posts/service-wortherkunft-wortbedeutung-und-wortgebrauch-1005384605
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  ISSIP Service – Word& Term Appendix – Sources, Links & References 30 Intro | Service Term | Service Identifiers | Extro No. Topic or title Sources, links, references 04 Services specifying based on the 12 standard service attributes https://www.xing.com/net/pric412f8x/servicialisierung/methoden-modelle- vorgehensweisen-verfahren-fur-service-erbringung-511853/service-spezifizierung-eindeutig- vollstandig-konsistent-mit-den-12-standard-service-attributen-30342944/ http://en.wikipedia.org/wiki/Service_(economics)#Service_specification XING-Forum ‚Phase 02: Service-Spezifizierung‘ https://www.xing.com/communities/forums/100632600 Artikel ‚Service-Spezifizierung – 12 Service-Attribute‘ bei ComConsult Research http://www.comconsult-research.de/service-spezifizierung-12-service-attribute/ Article ‚Service Specifying – 12 Service Attributes‘ on the blog of OmniNet http://omnitracker2.blogspot.de/2012/05/paul-g-huppertz-service-specifying-12.html 05 Service specification, example E-Mailing-Service https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services- 624096/service-spezifikation-e-mailing-services- 37006903/37006903/?wsa=167921935.da2975#37006903 http://de.slideshare.net/PaulGHz/servicialisierung-spezifikation-emailingservice-20110802- v010001 06 ITSM Pocket Book ‚IT-Service – Der Kern des Ganzen‘ ISBN 3-9810977-2-6 http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der- IT-Service-Definition/1782 07 IT Service Capability Maturity Model (IT Service CMM) - ITSCMM Presentation - IT Service CMM V1.0 http://blog.vsharing.com/Uploads/UserDirs/3/935/373944/itscmm-presentation.pdf http://sites.google.com/site/itservicecmmwebsite/itscmm-1.0rc1.pdf http://sites.google.com/site/itservicecmmwebsite/managementsummary
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  ISSIP Service – Word& Term Appendix – Sources, Links & References 31 Intro | Service Term | Service Identifiers | Extro No. Topic or title Sources, links, references 08 Fachartikel ‚ Dienstleistungs- management – Der Lösungsansatz für die nachhaltige Kundenbindung und Geschäftsentwicklung‘ http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement2004120 3.pdf 09 Konzeptpapier ‚Auf dem Weg zu einer Service Science‘ von der Taskforce Dienstleistungen aus der Forschungs- union ‚Wirtschaft – Wissenschaft‘ http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091- 7398a0557f0b.pdf 10 Servuction Model – ‚Services Marketing, Exam II, Lecture 6' von Dr. David Andrus http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt 11 Slide deck‚An Introduction to Services Marketing‘ from Athens University of Economics and Business http://www.aueb.gr/users/esaopa/courses/part2.pdf 12 Article ‚Breaking Free from Product Marketing‘ from G. Lynn Shostack http://www2.fiu.edu/~ereserve/010019208-1.pdf 13 Book ‚Servuction - le marketing des services‘ von Pierre Eiglier & Eric Langeard http://openlibrary.org/books/OL19821054M/Servuction 14 Article ‚Le service et sa servuction‘ from Pierre Eiglier http://www.cerog.org/fileadmin/files/cerog/wp/627.pdf
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  ISSIP Service – Word& Term Appendix – Sources, Links & References 32 Intro | Service Term | Service Identifiers | Extro No. Topic or title Sources, links, references 15 ITIL V3 (Edition 2007 & Edition 2011) • itSMF_An_Introductory_Overview_of_ITIL_V3 • Volume ‚Service Design‘ • ITIL® V3 Glossary v01, 30 May 2007 • ITIL® glossary and abbreviations • ITIL® deutsches Glossar, v1.0, 29. Juli 2011, basierend auf dem englischen Glossar v1.0, 29. Juli 2011 http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx 16 ITIL V2 • Volume ‚Service Delivery‘‘ • Volume ‚ICT Infrastructure Management‘ • Volume‚ Application Management‘ • Volume ‚ Planning to Implement Service Management‘ • ITIL® Glossary v01, 1 May 2006 17 ITIL V1 Band "IT Services Organization" ,'Annex A, Glossary of terms, Terms used in this module'
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  ISSIP Service – Word& Term Appendix – Sources, Links & References 33 Intro | Service Term | Service Identifiers | Extro No. Topic or title Sources, links, references 18 Initiative ‚Taking Service Forware (TSF) – Adaptive Service Model (ASM)‘ Document ‚Adaptive Service Model - Architecture concepts, modelling language and principles v0.8’ https://docs.google.com/document/d/1TcZqo71wDAzW2qQsAdEBE3WlFTEO34wSOygo 6zGu2xA/edit?pli=1 Slide deck ‚Taking Service Forward – Service definition v0.2‘ https://docs.google.com/file/d/0B5lGspmnGBO5MU8tejdqYmRzZVE/edit?pli=1 Recording of the web session ‚Taking Service Forward on definition of service‘ on April 3, 2014 http://www.youtube.com/watch?v=YE0NAvv3DQM LinkedIn group ‚Taking Service Forward (TSF) – Adaptive Service Model (ASM)‘ http://www.linkedin.com/groups/Taking-Service-Forward-Adaptive-Service- 7430088/about