Master Class 'Servicialisation - From Service Identifying to Service Billing ...servicEvolution
This master class was hosted by the itSMF Russia for presenting the approach of servicialisation / Сервиселизация to the ITIL/itSMF community for review and discussion.
http://www.itsmforum.ru/events/2012_05_28
Agenda
- Servicialisation – Coining, Deducing & Demarcating
- Service Trilemma – Service Quality, Service Price & Service Cost
- Service Identifying – Service Consumer, Service Object & Benefit
- Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages
- Service Composing – Service Specification, Service Map & Service Screenplay
- Service Orchestrating – Service Concept, Supplier & Service Supply Chain
- Service Cataloguing – Service Specification, Service Prices & Service Offering
- Service Committing – Service Catalogue, Service Committing & SLA
- Service Concerting – Delivery Readiness, Delivery Capacity & Delivering
- Service Billing – SLA, Service Delivery Price & Service Consumption
- Service Providing Maturity Model – Maturity Levels, Maturity Criteria & Steps
The approach shall be presented on the itSMF Congress 2012 of itSMF Russia on September 12th to 13th, 2012, too.
http://itsmforum.ru/news/all_news/2012_12_29_2
s. further documents in German
- Servicialisierung - Service-Erbringung & Methodik
https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf
- Service-Trilemma - Dimensionen & Beteiligte
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetrilemma-dimensionen-beteiligte-v060100pdf
- Service-Identifizierung - Service-Typ & Wesensmerkmale
https://www.slideshare.net/PaulGHz/konzeptpapier-serviceidentifizierung-servicetyp-wesensmerkmale-v060200pdf
- Service-Kategorien - Service-Objekttypen & Nutzeffekttypen
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekategorien-serviceobjekttypen-nutzeffekttypen-v060200pdf
- Service-Spezifizierung - Service-Typ & Service-Erbringungsqualität
https://www.slideshare.net/PaulGHz/konzeptpapier-servicespezifizierung-servicetyp-und-serviceerbringungsqualitt-v060100pdf
- Service-Konzept - Service-Beitragstypen & Service-Drehbuch
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekonzept-servicebeitragstypen-servicedrehbuch-v060200pdf
- Service-Orchestrierung - Service-Beitragstypen & Service-Beitragszubringer
https://www.slideshare.net/PaulGHz/konzeptpapier-serviceorchestrierung-servicebeitragstypen-servicebeitragszubringer-v060200pdf
- Service-Kontrahierung - Service-Kunde & Service-Konsumenten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekontrahierung-servicekunde-servicekonsumenten-v060100pdf
- Service-Triathlon - Auslöser & Adressaten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetriathlon-auslser-adressaten-v060100pdf
- Servuktionsumsatz - Service-Erbringungspreis & Service-Menge
https://www.slideshare.net/PaulGHz/konzeptpapier-servuktionsumsatz-serviceerbringungspreis-servicemenge-v060100pdf
Servicialisation - From Service Identifying to Service Billing V01.02.00servicEvolution
This presentation comprises the basic terms & foundations, phases & methods of servicialisation, in particular
- Servicialisation – Coining, Deducing & Demarcating
- Service Trilemma – Service Quality, Service Price & Service Cost
- 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 Specifications, Service Prices & Service Offerings
- 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
The 3 universally applicable criteria for precisely & succinctly identifying a service type have been traceably derived from the universally valid & complete, distinct & consistent definition of the term 'service'.
s. slide deck 'Service - Word & Term'
https://www.slideshare.net/PaulGHz/issip-service-word-and-term-20140827-v010000
s. Konzeptpapier 'Service-Definition - Herleitung & Anwendung'
https://www.slideshare.net/PaulGHz/konzeptpapier-servicedefinition-herleitung-und-anwendung-v060200pdf
s. Diskussionspapier 'Workshop 'Service-Definition''
https://www.slideshare.net/PaulGHz/diskussionspapier-workshop-servicedefinition-v090000
The generic & continuous concept of servicialisation ...
s. whitepaper 'Servicialisation'
https://www.slideshare.net/PaulGHz/servicialisation-introduction-v010100
... is further explained & illustrated in German in the following documents
- Konzeptpapier 'Servicialisierung - Service-Erbringung & Methodik'
https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf
- Strukturmatrix 01 'Servicialisierung & Methoden'
https://www.slideshare.net/PaulGHz/strukturmatrix-01-servicialisierung-methoden-v060100pdf
- Konzeptpapiere
-- Service-Transaktion - Auslöser & Ablauf
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetransaktion-auslser-ablauf-v060100pdf
-- Service-Triathlon - Auslöser & Adressaten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetriathlon-auslser-adressaten-v060100pdf
-- Servuktionsumsatz - Service-Erbringungspreis & Service-Menge
https://www.slideshare.net/PaulGHz/konzeptpapier-servuktionsumsatz-serviceerbringungspreis-servicemenge-v060100pdf
-- Service-Trilemma - Dimensionen & Beteiligte
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetrilemma-dimensionen-beteiligte-v060100pdf
-- Service Provider - Service-Trilemma & Geschäftsmodell
https://www.slideshare.net/PaulGHz/konzeptpapier-service-provider-servicetrilemma-geschftsmodell-v060200pdf
Designing the User Experience
User Experience Professionals Association (UXPA) defines user experience in this way:
Every aspect of the user’s interaction with a product, service, or company that make up the user’s perceptions of the whole. User experience design as a discipline is concerned with all the elements that together make up that interface, including layout, visual design, text, brand, sound, and interaction.
Additionally, the UX designer has the goal of making this user experience usable, useful, desirable, valuable, findable, credible and accessible. That’s a lot to keep in mind!
In this talk, Jason and Nadine will explain how UX designers gain an understanding of their users’ tasks (and the way they think about them), how they use this knowledge to design better UIs and better content, and finally how these designs are validated and evolved over time as users continue to interact with the product.
We’ll also briefly describe the deliverables often used by designers to communicate their work to clients, and how best to prepare yourself for engaging a user experience design agency to contribute to your product design process.
Jason Wehmhoener and Nadine Schaeffer, Cloudforest Design
Since 1996 Nadine Schaeffer and Jason Wehmhoener have been helping companies both large and small execute a user-centered design process. Our seasoned expertise in interaction design, information architecture, user research, visual design, and frontend engineering has aided many large and small companies launch successful products. Our clients have included Apple, Google, Yahoo, Plantronics, Cisco, Juniper Networks, Oracle, Adobe, Seagate, Citrix, Disney, Sunrun, Fiserv, E*Trade, Verizon, and many more.
Master Class 'Servicialisation - From Service Identifying to Service Billing ...servicEvolution
This master class was hosted by the itSMF Russia for presenting the approach of servicialisation / Сервиселизация to the ITIL/itSMF community for review and discussion.
http://www.itsmforum.ru/events/2012_05_28
Agenda
- Servicialisation – Coining, Deducing & Demarcating
- Service Trilemma – Service Quality, Service Price & Service Cost
- Service Identifying – Service Consumer, Service Object & Benefit
- Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages
- Service Composing – Service Specification, Service Map & Service Screenplay
- Service Orchestrating – Service Concept, Supplier & Service Supply Chain
- Service Cataloguing – Service Specification, Service Prices & Service Offering
- Service Committing – Service Catalogue, Service Committing & SLA
- Service Concerting – Delivery Readiness, Delivery Capacity & Delivering
- Service Billing – SLA, Service Delivery Price & Service Consumption
- Service Providing Maturity Model – Maturity Levels, Maturity Criteria & Steps
The approach shall be presented on the itSMF Congress 2012 of itSMF Russia on September 12th to 13th, 2012, too.
http://itsmforum.ru/news/all_news/2012_12_29_2
s. further documents in German
- Servicialisierung - Service-Erbringung & Methodik
https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf
- Service-Trilemma - Dimensionen & Beteiligte
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetrilemma-dimensionen-beteiligte-v060100pdf
- Service-Identifizierung - Service-Typ & Wesensmerkmale
https://www.slideshare.net/PaulGHz/konzeptpapier-serviceidentifizierung-servicetyp-wesensmerkmale-v060200pdf
- Service-Kategorien - Service-Objekttypen & Nutzeffekttypen
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekategorien-serviceobjekttypen-nutzeffekttypen-v060200pdf
- Service-Spezifizierung - Service-Typ & Service-Erbringungsqualität
https://www.slideshare.net/PaulGHz/konzeptpapier-servicespezifizierung-servicetyp-und-serviceerbringungsqualitt-v060100pdf
- Service-Konzept - Service-Beitragstypen & Service-Drehbuch
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekonzept-servicebeitragstypen-servicedrehbuch-v060200pdf
- Service-Orchestrierung - Service-Beitragstypen & Service-Beitragszubringer
https://www.slideshare.net/PaulGHz/konzeptpapier-serviceorchestrierung-servicebeitragstypen-servicebeitragszubringer-v060200pdf
- Service-Kontrahierung - Service-Kunde & Service-Konsumenten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekontrahierung-servicekunde-servicekonsumenten-v060100pdf
- Service-Triathlon - Auslöser & Adressaten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetriathlon-auslser-adressaten-v060100pdf
- Servuktionsumsatz - Service-Erbringungspreis & Service-Menge
https://www.slideshare.net/PaulGHz/konzeptpapier-servuktionsumsatz-serviceerbringungspreis-servicemenge-v060100pdf
Servicialisation - From Service Identifying to Service Billing V01.02.00servicEvolution
This presentation comprises the basic terms & foundations, phases & methods of servicialisation, in particular
- Servicialisation – Coining, Deducing & Demarcating
- Service Trilemma – Service Quality, Service Price & Service Cost
- 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 Specifications, Service Prices & Service Offerings
- 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
The 3 universally applicable criteria for precisely & succinctly identifying a service type have been traceably derived from the universally valid & complete, distinct & consistent definition of the term 'service'.
s. slide deck 'Service - Word & Term'
https://www.slideshare.net/PaulGHz/issip-service-word-and-term-20140827-v010000
s. Konzeptpapier 'Service-Definition - Herleitung & Anwendung'
https://www.slideshare.net/PaulGHz/konzeptpapier-servicedefinition-herleitung-und-anwendung-v060200pdf
s. Diskussionspapier 'Workshop 'Service-Definition''
https://www.slideshare.net/PaulGHz/diskussionspapier-workshop-servicedefinition-v090000
The generic & continuous concept of servicialisation ...
s. whitepaper 'Servicialisation'
https://www.slideshare.net/PaulGHz/servicialisation-introduction-v010100
... is further explained & illustrated in German in the following documents
- Konzeptpapier 'Servicialisierung - Service-Erbringung & Methodik'
https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf
- Strukturmatrix 01 'Servicialisierung & Methoden'
https://www.slideshare.net/PaulGHz/strukturmatrix-01-servicialisierung-methoden-v060100pdf
- Konzeptpapiere
-- Service-Transaktion - Auslöser & Ablauf
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetransaktion-auslser-ablauf-v060100pdf
-- Service-Triathlon - Auslöser & Adressaten
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetriathlon-auslser-adressaten-v060100pdf
-- Servuktionsumsatz - Service-Erbringungspreis & Service-Menge
https://www.slideshare.net/PaulGHz/konzeptpapier-servuktionsumsatz-serviceerbringungspreis-servicemenge-v060100pdf
-- Service-Trilemma - Dimensionen & Beteiligte
https://www.slideshare.net/PaulGHz/konzeptpapier-servicetrilemma-dimensionen-beteiligte-v060100pdf
-- Service Provider - Service-Trilemma & Geschäftsmodell
https://www.slideshare.net/PaulGHz/konzeptpapier-service-provider-servicetrilemma-geschftsmodell-v060200pdf
Designing the User Experience
User Experience Professionals Association (UXPA) defines user experience in this way:
Every aspect of the user’s interaction with a product, service, or company that make up the user’s perceptions of the whole. User experience design as a discipline is concerned with all the elements that together make up that interface, including layout, visual design, text, brand, sound, and interaction.
Additionally, the UX designer has the goal of making this user experience usable, useful, desirable, valuable, findable, credible and accessible. That’s a lot to keep in mind!
In this talk, Jason and Nadine will explain how UX designers gain an understanding of their users’ tasks (and the way they think about them), how they use this knowledge to design better UIs and better content, and finally how these designs are validated and evolved over time as users continue to interact with the product.
We’ll also briefly describe the deliverables often used by designers to communicate their work to clients, and how best to prepare yourself for engaging a user experience design agency to contribute to your product design process.
Jason Wehmhoener and Nadine Schaeffer, Cloudforest Design
Since 1996 Nadine Schaeffer and Jason Wehmhoener have been helping companies both large and small execute a user-centered design process. Our seasoned expertise in interaction design, information architecture, user research, visual design, and frontend engineering has aided many large and small companies launch successful products. Our clients have included Apple, Google, Yahoo, Plantronics, Cisco, Juniper Networks, Oracle, Adobe, Seagate, Citrix, Disney, Sunrun, Fiserv, E*Trade, Verizon, and many more.
Bryan Peña
VP, Contingent Workforce Strategies and Research Staffing Industry Analysts
During this session we will be reviewing what strategies and techniques you can use to maximize program success and ensure long term hiring manager satisfaction. In addition to savings strategies and performance ratios we will provide some up to the moment insight from our latest research initiatives.
SVP Advisors presents the key features, capabilities and applications of the BULRIC model for Postal Services, which covers all relevant services and activities of the Postal Value Chain through a comprehensive process parameterization and modelling.
Presentation by Sidra Berman, VP of Marketing, Clarabridge. Presented on April 27, 2012 at the MRA Spring Research Symposium hosted by the Mid-Atlantic Chapter of the Marketing Research Association.
Bryan Peña
VP, Contingent Workforce Strategies and Research Staffing Industry Analysts
During this session we will be reviewing what strategies and techniques you can use to maximize program success and ensure long term hiring manager satisfaction. In addition to savings strategies and performance ratios we will provide some up to the moment insight from our latest research initiatives.
SVP Advisors presents the key features, capabilities and applications of the BULRIC model for Postal Services, which covers all relevant services and activities of the Postal Value Chain through a comprehensive process parameterization and modelling.
Presentation by Sidra Berman, VP of Marketing, Clarabridge. Presented on April 27, 2012 at the MRA Spring Research Symposium hosted by the Mid-Atlantic Chapter of the Marketing Research Association.
Last year, three leading software doctors pronounced testing dead. As we mourn the alegded demise of our craft - questions raise as what to do next? This talk analyses the meaning and impact of death of testing. The talk then deliberates on potential next steps and challenges ahead of us.
The Will to Adorn - Online Collaboration Sitewilltoadorn
This presentation from the 2011 American Folklore Society's annual meeting provides an overview of the Will to Adorn social network used for online collaboration among researchers.
As a small business, it can be extremely difficult to figure out how to use social media to build the business. Many questions come up, such as where do I start; or how can I build my social media strategy when it is just me? Ja-Nae will walk you through social media 101 and how to build your business through it.
Servicialisation - Service Specifying: Example E-mailing Service V01.05.00servicEvolution
This extract out of another presentation explains and illustrates the complete and consistent service specification for the precisely & succinctly identified service type 'e-mailing service':
- The service providing quality is specified based on agreed & accepted, practical & binding values for the service attributes 01 thru 11.
- The price for seamlessly & reliably rendering a singular & unique e-mailing service is numbered in the identical service attribute 12 'Service Delivering Price'.
- Furthermore, there are 3 different service levels specified with their particular sets of 12 practical attribute values.
- All this fits on 2 pages only and it becomes the nucleus of practical & binding service providing offerings presented by the accountable service provider in its compact & meaning full service catalogue.
Such a service specification is the starting point of any further method & measure for reliable & cost-efficient service providing management (= servuction management). It is the core document for commissioning and committing as well as for rendering and billing explicitly triggered, singular & unique e-mailing services that have been reliably rendered explicitly to triggering service consumers.
Further details about the methodology of servicialisation are
- explained in the whitepaper 'Servicialisation - Introduction'
http://www.slideshare.net/PaulGHz/servicialisation-introduction-v010100
- illustrated the presentation 'Servicialisation - From Service Identifying to Service Billing'
http://www.slideshare.net/PaulGHz/servicialisation-from-service-identifying-to-service-billing-v010000
s. further documents in German:
- Service-Spezifizierung - Service-Typ & Service-Erbringungsqualität
https://www.slideshare.net/PaulGHz/konzeptpapier-servicespezifizierung-servicetyp-und-serviceerbringungsqualitt-v060100pdf
- Service-Identifizierung - Service-Typ & Wesensmerkmale
https://www.slideshare.net/PaulGHz/konzeptpapier-serviceidentifizierung-servicetyp-wesensmerkmale-v060200pdf
- Service-Kategorien - Service-Objekttypen & Nutzeffekttypen
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekategorien-serviceobjekttypen-nutzeffekttypen-v060200pdf
- Service-Konsument - Wertschöpfer & Umsatzbringer
https://www.slideshare.net/PaulGHz/konzeptpapier-servicekonsument-wertschpfer-umsatzbringer-v060300pdf
- Service Provider - Service-Trilemma & Geschäftsmodell
https://www.slideshare.net/PaulGHz/konzeptpapier-service-provider-servicetrilemma-geschftsmodell-v060200pdf
- Service-Definition - Herleitung & Anwendung
https://www.slideshare.net/PaulGHz/konzeptpapier-servicedefinition-herleitung-und-anwendung-v060200pdf
- Glossar Service-Terminologie
https://www.slideshare.net/PaulGHz/servicialisierung-glossar-serviceterminologie-v070000
- Diskussionspapier 'Workshop 'Service-Definition''
https://www.slideshare.net/PaulGHz/diskussionspapier-workshop-servicedefinition-v090000
WEB BUSINESS PLATFORMS ON
THE ‘CLOUD’ – AN ENGINEERING
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Harshavardhan “Harsh” Jegadeesan
Business Suite Core
SAPLabs, India
As part of cloud symposium, at ACM Bangalore Compute 2009
IT service engineering – our term for the systematic approach to developing IT services – is fast becoming a core competence of IT service providers. The reason is simple enough: professionally engineered service products are the only ones which stand a chance on the market and can win the acceptance of consumers. The challenge of IT service engineering is to specify IT services such that consumers and providers all have a clear understanding of what the services actually comprise.
IBM Smarter Business 2012 - Du behöver inte sikta mot stjärnorna för att komm...IBM Sverige
Många har startat sin resa mot att kunna leverera molntjänster internt. Mycket energi har gått åt till att konsolidera och virtualisera, men sedan då? Vad ska man sedan göra? Vi diskuterar vad som behöver göras för att kunna leverera och konsumera molntjänster med högsta möjliga kvalitet och effektivitet.
Talare: Monica Cleaeson, Executive Consultant, WW Cloud Tiger Team, IBM
Besök http://smarterbusiness.se för mer information.
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Lecture 'Service Offering - From Service Specifying to Service Cataloguing' V01.00.00
1. 3rd Annual Conference of itSMF Russia
‚Who are you, Mr. Service?‘
Lecture
Service Offering
From Service Specifying to Service Cataloguing
September 12, 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
1
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62
2. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
2
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
3. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
3
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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 Agreement
Service 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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
5
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
6. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Requirements – Criteria & Aspects
6
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
7. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
7
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Requirements – Implementation & Evolution
9
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
10. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Arrangement – Documentation & Demarcation
Service Commissioning Service Consuming
Service Service
Customer Consumer
Service
Provider Service Concerting
ICT goods Ordering, System
Asset Docu-
catalogue Delivering &
Inventoring
menting documentation
inventory
(CMDB/CMS)
10
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
11. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Arrangement – Registers & Documentations
Register of Register of all Detailed
complete & 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 systems
service consumers procuring copies of environment for used for rendering
and the service these goods rendering ICTility triggered ICTility
customers services services
ICT goods Ordering, System
Asset Docu-
catalogue Delivering &
Inventoring
menting documentation
inventory
(CMBD/CMS)
11
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
manager
general yearly main new simple
revision 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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
13
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
14. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Structure – Service Specifications & Catalogue Entries
Service Identifying Service Catalogue
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
14
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
15. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Structure – Contents & Offerings
Contents
Service Catalogue
1 Overview
2 Introduction
3 Service specifying
4 Service offerings
5 Service specification
6 Service commissioning
7 Service providing
8 Appendix
15
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
16. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
16
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
17. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Requirements – Service Type & Service Identifiers
Service Identifying
Service
Consumer
Service
Type
Service-specific Service
Benefit Object
17
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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. 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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Requirements – Basic Reference & Binding Document
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 Billing
20
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
21. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
21
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
22
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
24
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
25. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – Service Attributes & Attribute Classification
Denomination of the service type
No. Attribute name Bronze Silver Gold Data type/measuremt unit
01 Service Consumer Benefits free text
02 Service-specific Functional Parameters service-specific
03 Service Provision Point location, interface
Service Quality
04 Service Consumer Count number
05 Service Providing Readiness Times day times
06 Service Consumer Support Times clear, complete & concise day times
07 Service Consumer Support Languages all 12 attribute values together
national languages
08 Service Fulfillment Target concerns each singular service %
09 Service Impairment Duration
2 pages only per service type hh:mm
service offering of the service provider
10 Service Providing Duration hh:mm:ss
11 Service Provision Unit service-specific
12 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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – Service Specification & Service Levels
Denomination of the service type
No. Attribute name Bronze Silver Gold Data type/measuremt unit
01 Service Consumer Benefits 01 B 01 S 01 G free text
02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific
03 Service Provision Point 03 B 03 S 03 G location, interface
04 Service Consumer Count 04 B 04 S 04 G number
05 Service Providing Readiness Times 05 B 05 S 05 G day times
06 Service Consumer Support Times 06 B 06 S 06 G day times
07 Service Consumer Support Languages 07 B 07 S 07 G national languages
08 Service Fulfillment Target 08 B 08 S 08 G %
09 Service Impairment Duration 09 B 09 S 09 G hh:mm
10 Service Providing Duration 10 B 10 S 10 G hh:mm:ss
11 Service Provision Unit 11 B 11 S 11 G service-specific
12 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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – Service Attributes & Service Value
Denomination of the service type
No. Attribute name In ITIL V3, Service Value is paraphrased as
01 Service Consumer Benefits
Service Utility
02 Service-specific Functional Parameters Fitness for purpose
03 Service Provision Point What the service consumers consumes
04 Service Consumer Count
05 Service Providing Readiness Times
06 Service Consumer Support Times
07 Service Consumer Support Languages Service Warranty
08 Service Fulfillment Target Fitness for rendering
09 Service Impairment Duration
How the service will be rendered
10 Service Providing Duration
11 Service Provision Unit
12 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. 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 type
No. Attribute name & short description Measurement
Bronze Silver Gold unit
01 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 to
01.02 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 errors
01.03 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 other
01.06 Protecting e-mail copies against malware malware. Protected e-
mailbox
01.07 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. 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 type
No. Attribute name & short description Measurement
Bronze Silver Gold unit
02 Service-specific Functional Parameters
Maximum allowable size per individual service
02.01 consumer for inbound and outbound e-mail 200 500 1.000 MB
copies
Maximum allowable size per particular
02.02 outbound or inbound e-mail copy including file 10 12 15 MB
attachments
Maximum allowable number of target
02.03 50 100 150 Number
addresses per e-mail
02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format
03 Service Provision Point
03.01 Microsoft/Outlook locally installed X X X
03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X
Type of user
Microsoft/Outlook Web Access via HTTPS & Interface
03.03 X X
SSL
03.04 RIM/Blackberry Device X
04 Service Consumer Count 1 Number
29
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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 type
No. Attribute name & short description Measurement
Bronze Silver Gold unit
05 Service Providing Readiness Times
05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
hh:mm
05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
CE(S)T
05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.07 Sunday & holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
06 Service Consumer Support Times
06.01 Monday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.02 Tuesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.03 Wednesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
hh:mm
06.04 Thursday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
CE(S)T
06.05 Friday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.06 Saturday 07:00 – 15:00 06:00 – 17:00 00:00 – 24:00
06.07 Sunday & holiday Kein support 10:00 – 17:00 00:00 – 24:00
07 Service Consumer Support Languages
07.01 Russian X X X National
07.02 English X X X language
30
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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 type
No. Attribute name & short description Measurement
Bronze Silver Gold unit
Service Fulfillment Target
08 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 01
09 Service Impairment Duration 00:40 00:30 00:20 hh:mm
Service Providing Duration
10 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 set
11 Basic portion of service rendering to a triggering service of delivered e-
of each addressee specified by the triggering service consumer
consumer mail copies
12 Service Providing Price
Service Access Price
12.01 5,00 7,50 10,00 €
Mandatory per authorized service consumer per month
Service Consumption Price option 1: Flat rate-based
12.02 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-based
12.03 Staged fixed price per consumed service volume per tdb tdb tbd €
service consumer per month
Service Consumption Price option 3: Unit-based
12..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. Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections
• Servicialisation – Methods, Objects & Results
Intro
• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels
• Discussion – Repeating, Reviewing & Revising
Extro
32
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
33
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62