Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00

Master Class ‚Servicialisation - Сервиселизация‘

Servicialisation
From Service Identifying to Service Billing!
Сервиселизация
услуги: от идентификации к биллингу!
28.05.2012
Moscow, Lomonossow University

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.htm

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• Servicialisation – Coining, Deducing & Demarcating

Intro • 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
Centro • 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

Extro • Discussion – Repeating, Reviewing & Revising

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Service -ialisation
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Servicialisation = Guiding Concept for Service Providing

Service -ialisation

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Service adequate? Service
Service
Quality Con-
Price reliable? sumer

Service
Cost

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affordable? Service
Service Service Service adequate?
Quality Con-
Customer
economical?
Price reliable? sumer

Service
Cost

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affordable? Service
Service Service Service adequate?
Quality Con-
Customer Price reliable? sumer
economical?

Paying price?
Service Service
Provider Cost
Paying cost?

Service Effectiveness

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Service Consumer, Service
Service Identifying Service Object, Benefit Consumer Benefit

Service Quality
Service Specifying 12 Standard Service Attributes
Service Specification

Service Map
Service Composing & Service Screenplay
Service Concept

Service Supplier Operation Level Agreement
Service Orchestrating & Service Supply Chain Underpinning Contract

Service Cataloguing Service Specifications Service Catalogue

Service Committing Service Level Specification Service Level Agreement

Providing Readiness On Service triggering:
Service Concerting & Providing Capacity Service rendering

Service Price
Service Billing x Service Count
Service Bill

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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
• by the triggering Service Consumer
• for executing his upcoming business activity.

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Service Identifying

Service =
A benefit is
benefit
on service object
a purposeful change of status

on a particular object,

that fulfils concrete requirements.

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Business Process
Service Consuming
Value Creation

Service
Consumer

ICT-based
Service

The Service Consumer is the critical success factor for service rendering
• He triggers a separate service when he needs one & 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 activity.
• 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.

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Business Process
Service Consuming
Value Creation

Service
Consumer

ICT-based
Service

The 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 benefits

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Life Goods
& Limb & Chattels

Service
Consumer

Data Rights
& Documents & Claims

S e r v i c e O b j e c t T ypes

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Service Identifying

Service Specifying

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Designation of the service
No. Attribute name Bronze Silver Gold Data type/measuremt. unit
01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific

Service Quality
03 Service Delivery Point location, interface
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours

06 Service Consumer Support Times  clear, complete & consistent Daytime hours

07 
Service Consumer Support Languages all 12 attribute values combined Languages
08 Service Fulfilment Target  applying for each triggered service %
09 Service Impairment Duration
 2 pages per service specification hh:mm
 offering for the Service Consumer
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price Service Price €

Attributes 01 – 11 for service quality & attribute 12 for service price

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01 Service Consumer Benefits 01 B 01 S 01 G free description
02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific
03 Service Delivery Point 03 B 03 S 03 G location, interface
04 Service Consumer Count 04 B 04 S 04 G Number
05 Service Delivering Readiness Times 05 B 05 S 05 G Daytime hours

06 Service Consumer Support Times 06 B 06 S 06 G Daytime hours

07 Service Consumer Support Languages 07 B 07 S 07 G Languages
08 Service Fulfilment Target 08 B 08 S 08 G %
09 Service Impairment Duration 09 B 09 S 09 G hh:mm
10 Service Delivering Duration 10 B 10 S 10 G hh:mm:ss
11 Service Delivery Unit 11 B 11 S 11 G service-spezifisch
12 Service Delivering Price 12 B 12 S 12 G €

Per Service Level one set of 12 attribute values

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No. Attribute name In ITIL V3, Service Value is paraphrased with
01 Service Consumer Benefits
Service Utility
02 Service-specific Functional Parameters Fitness for consumption
03 Service Delivery Point What the service consumers consumes
04 Service Consumer Count
05 Service Delivering Readiness Times

06 Service Consumer Support Times

07 Service Consumer Support Languages Service Warranty
08 Service Fulfilment Target Fitness for rendering
09 Service Impairment Duration
How the service will be rendered
10 Service Delivering Duration
11 Service Delivery Unit
12 Service Delivering Price

Coherent Designation: ICTilities – ICT-based Utility Services

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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

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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 Delivery 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

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05 Service Delivering 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 ConsumerSupport Languages
07.01 Russian X X X National
07.02 English X X X language

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Service Fulfilment 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 Delivering 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 Delivery 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

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

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Delivering copy 1

Making Delivering copy 2
copies
E-Mailing of the
Service
original
E-Mail
Delivering copy 3

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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

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Service Identifying Service Concept

Service Specifying

Service Composing

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Business Process
Value Creation
Service
Service 5 Expected
Experienced
Service Con-
Customer Service sumer
Service Contract
Committed Rendered
Service Service Service
Provider 4 1
2 Composed Service Gap
Service
3
Perceived
Service

Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties)
http://www.12manage.com/methods_zeithaml_servqual.html

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Potential Gap in Service Quality Counter Measure

Preparing
1. between expected and perceived

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Preparing

Service Contract with
2. between perceived and committed

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Preparing


Composing continuous
3. between perceived and composed
Service Concept

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Preparing


Service Concept

Preparing Service Map
4. between composed and rendered
with service contributions

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Preparing


Service Concept


Preparing
5. between rendered and experienced
Service Screenplay

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Preparing
Continuously from Continuously from
service expectation
service specification
up to up to the course
service experience of service rendering
of the toService Concept
the
triggering Service triggering Service
Consumer Consumer

Preparing
5. between rendered and experienced
Service Screenplay

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Service Providing Activity Explanation Service Contribution
Writing e-mail Employee writes e-mail content and attaches files none
Triggering an e-mailing service Authorized Service Consumer clicks on ‘Send’-Button none
Copy of the original e-mail is replicated from e-mail client
Replicating the original e-mail Replicating service
system to the inbound e-mail server of the e-mail account
Scanning e-mail content & attachments
Existing viruses or malware are identified, isolated & eliminated Antivirus service(s)
on viruses and malware
Authenticating given e-mail addresses
in- and external accounts are identified & checked LDAP service(s)
and the accounts related
Addressing e-mail hosts and other Determining IP addresses for hostnames for other e-mail
DNS service(s)
service-relevant IT systems server systems, e-mail gateway server, SMTP gateway

Routing e-mail copies Determining e-mail routes to target domains E-mail routing service(s)

Generating e-mail copies Compiling one e-mail copy per addressee Copying service(s)

Forwarding either to an internal e-mail server system or to the Storing & forwarding
Forwarding e-mail copies
SMTP gateway towards external e-mailing service supplier service(s)

Delivering accounted by the committed in- or external service
Delivering e-mail copies E-mail delivering service(s)
supplier

E-mail reception
Sending back a delivery receipt Generally or on dedicated request
acknowledgement service

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Other Other Other Other Other Collaboration Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cation Service Service
Anti-Fraud Anti-Spam
Services Services

Service Consumer Supporting Services

User Identity Managing Services

Backend Application LDAP Firewalling Logon/Logoff Internet Access
Maintaining Services Virtual Services Services Services Services
Desktop
Backend Application Services DNS DHCP Anti-Virus Software Provision
Hosting Services Services Services Services Services
Content Server OS Data Transporting Workplace Environment
Housing Services Hosting Services Services Rental Services (WERS)
Storage System Server Device Network System Workplace System
Housing Services Housing Services Managing Services Delivering Services

Each & every ICT-system based Business Support Services (ICTBSS)
is aggregated from the same standard service contributions.

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Other Other Other Other Other Collaboration Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cation Service Service
Anti-Fraud Anti-Spam
Services Services



Maintaining Services Virtual Services Services Services Services
Desktop
Backend Application Services DNS DHCP Anti-Virus Software Provision
Housing Services Hosting Services Services Rental Services (WERS)
Housing Services Housing Services Managing Services Delivery Services

Each & every standard service contribution must be specified only once
by means of the 12 standard service attributes.

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E-Mailing
Service
Anti-Spam
Services



Maintaining Services Services Services Services Services
Backend Application DNS DHCP Anti-Virus Software Provision
Housing Services Hosting Services Services Rental Services
Housing Services Housing Services Managing Services Delivery Services

Any triggered e-mailing service is aggregated from scratch per real time transaction
out of the marked standard service contributions in different quantities, if necessary.

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1. Service Specification
• binding start document for the service concept
• single reference document up to service billing

2. Service Map
• compilation of required service contributions
• determination of appropriate servuction depth

3. Service Screenplay
• course of service rendering
• aggregation of service contributions to the triggered service

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1. Service
specification Service
drives Specifi-
cation

2. Service
Map Service
transmissions Map

Service
Screen-
3. Service
Screenplay
play
enacts

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Service Identifying

Service Specifying

Service Composing


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Service Identifying

Service Specifying

Service Composing
Service Service
Service Orchestrating Contri- Contri-
Service bution bution

Provider Service Service
Contri- Contri-
bution bution

Service
Contri-
Service Orchestrating bution
in-/external
Service
Suppliers
Internal Service Supplier External Service Supplier

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Service Identifying Service Catalogue
Service Spezifying

Service Composing


Service Cataloguing

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Service Committing Service Consuming

Service Service
Customer Consumer

Service
Provider
Service Concerting

Goods Ordering, System
Asset Docu-
Catalogue Delivering &
documentation
menting
Inventoring Inventory
(CMDB/CMS)

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Register of
Register of goods Register of all Detailed
specifications for
which can be relevant items (technical)
ICT-based
ordered & utilized which have been documentation of
Business Support
for rendering ICT- procured & are all ICT-systems,
Services
based Business utilized which are utilized
which can be
Support Services for rendering for rendering
committed per SLA
(ICTBSS) ICTBSS ICTBSS
/ service contract

Goods Ordering, System
Asset Docu-
Catalogue Delivering &
Documentation
menting
Inventoring Inventory
(CMDB/CMS)

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The service specification is the quintessential connector

Register of
specifications for Register of
Register of
ICT-based service contracts
prepared
Business Support / SLAs
service concepts
Services which have been
for offered
which can be commissioned by
services
committed per SLA service consumers
/ service contract

SLA
SLA
SLA

List of authorized
List of authorized
service consumers
List of authorized
service consumers
service consumers

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Service Identifying Service Catalogue
Service Specifying

Service Composing


Service Cataloguing SLA template

Service Committing

List of
authorized
service consumers

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1 SLA-Identification
1.1 SLA-ID
Service 1.2 Period of SLA validity Service
Customer 1.3 Service Customer Consumer
1.4 Service Consumers
1.5 Service Provider
1.6 Short Service Description
1.7 Liabilities
Service 1.8 Committment and Signatures
Provider 1.8.1 Service Customer
1.8.2 Service Provider
1.9 Reference documents
2 Service Specification
3 Appendix
3.1 List of authorized Service Consumers
3.2 Explanation 12 Service Attributes
3.4 ARCI-model for liabilities

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Service Consuming

Service

Service
Service

Service Service
Service
Provider
Service
Service Concerting
2. Keeping up & adjusting
and/or service providing capacity
in-/external
Service Service Triathlon 1. Establishing & keeping up
Suppliers
service providing readiness

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Service Identifying

Service Specifying

Service Composing

E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers
Service Cataloguing
Reference Trigger Potential Service Bronze Silver Gold
Total
Period Rate Emergence 50 consumers 40 consumers 10 consumers
Hour 3 300 15 € 36 € 30 € 81 €
Service Committing
Day 24 2.400 120 € 288 € 240 € 648 €
Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €
ServiceAccess Price fix per month
+ Service
Concerting + 500 € + 300 € + 100 € 900 €
Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €
Service Billing
Total amount service revenue per month 13.860 € (for 100 Service Consumers)

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Utility Service ICT Service Provider
Provider knows neither knows the
reference unit & reference unit nor
earning ratio Service the earning ratio 
Service Quality
Price

Service
Utility Service Power Supply Cost ICTility Service
Reference unit kWh Reference unit ??????????
Electricity rate 0,12 €/kWh Service price ? / ?unit?
Generating cost 0,04 €/kWh Service cost ? / ?unit?
Earning ratio 0,08 €/kWh Service Profit Ratio Earning ratio ? / ?unit?

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01 Service Consumer Benefits 01 B 01 S 01 G free description
02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific
03 Service Delivery Point 03 B 03 S 03 G location, interface
04 Service Consumer Count 04 B 04 S 04 G Number
05 Service Delivering Readiness Times 05 B 05 S 05 G Daytime hours

06 Service Consumer Support Times 06 B 06 S 06 G Daytime hours

07 Service Consumer Support Languages 07 B 07 S 07 G Languages
08 Service Fulfilment Target 08 B 08 S 08 G %
09 Service Impairment Duration 09 B 09 S 09 G hh:mm
10 Service Delivering Duration 10 B 10 S 10 G hh:mm:ss
11 Service Delivery Unit 11 B 11 S 11 G service-spezifisch
12 Service Delivering Price 12 B 12 S 12 G €

Per Service Level one set of 12 attribute values

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No. Attribute name Attribute value Data type/measuremt. unit
01 Service Consumer Benefits Listing benefits Free text description
… … …
11 Service Delivery Unit Basic portion of benefits service-specific
12 Service Delivering Price Definitive price data Amount in €, $

Service Delivery Unit • Reference unit for service consumption (price)

Service Delivering Price • ??,?? € per Service Delivery Unit

Service Cost • ??,?? € per Service Delivery Unit

Service Profit Ratio • ??,?? € per Service Delivery Unit

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Business Process
Service Consuming
Value Creation

Service
Service Triggering Rate
Consumer
per Service Consumer
3 E-Mailing-Services/hour

Service Level Agreement
Service Level Bronze

Authorized
Service Consumers

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Businss Process
Service Consuming
Value Creation

Service
Service Triggering Rate
Consumer
per Service Consumer
3 E-Mailing-Services/hour

E-Mailing-Services for 100 Service Consumers
Reference Service Triggering Service Triggering
potential period Rate Emergence
Service Triggering Emergence hour 3 300
for 100 Service Consumers
day 24 2.400
100 x 3 E-Mailing-Services/hour
= 300 E-Mailing-Services/hour week 120 12.000

1 (Work) Day = 8 (Work) Hours
month 480 48.000
1 (Work) Month = 20 (Work) Days
1 (Work) Year = 200 (Work) Days year 4.800 480.000

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Basic specification for E-Mailing Service
No. Attribute name & short description
Bronze Silver Gold Measurmt Unit

Ratio of successfully rendered e-mailing services and
08 triggered e-mailing services per service consumer covering 95,00 97,00 98,00 %

09 Service Impairment Duration 00:40 00:30 00:20 hh:mm

Service Delivering Duration
10 Maximum allowable period of time for rendering a triggered 01:00 00:40 00:30 hh:mm
e-mailing service, i.e. the applicable benefits specified in
attribute 01
Service Delivery Unit One copy each of the original e-mail delivered to the e-mailbox
Complete set
11 Basic portion for rendering an e-mailing service to the of each addressee specified by the triggering service consumer
of delivered e-
triigering service consumer mail copies

Service Access Price
12.01
Mandatory per authorized service consumer per month 5,00 7,50 10,00 €
Service Consumption Price option 1: Flat rate-based
12.02 Fixed price per authorized service consumer per month 200 300 500 €
for any consumed service volume
Service Consumption Price option 2: Volume-based 1 – 5.000 : tbd 1 – 7.000 : tbd 1 – 8.000 : tbd
12.03 Staged fixed price per consumed service volume per 5.001 – 10.000 : tbd 7.001 – 12.000 : tbd 8.001 – 15.000 : tbd €
service consumer per month > 10.000 : tbd > 12.000 : tbd > 15.000 : tbd
Service Consumption Pric eoption 3: Unit-based
12.04
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €

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Basic specification for E-Mailing Service
No. Attribute name & short description
Bronze Silver Gold Measurmt Unit

Ratio of successfully rendered e-mailing services and
08 triggered e-mailing services per service consumer covering 95,00 97,00 98,00 %
12 Service-Erbringungspreis
optimal case: Service
Mandatory: Service Access Price
12.01 5,00 7,50 10,00 €
Fulfilment Grade
per authorized service consumer per month
Service Consumption Price, option 3: Unit-based
12.04 100%
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €

E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers
Reference Triggering Potential Service Bronze Silver Gold
Total
Period Rate Emergence 50 consumers 40 consumers 10 consumers
Hour 3 300 15 € 36 € 30 € 81 €
Day 24 2.400 120 € 288 € 240 € 648 €
Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €
+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €
Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €
Total amount service revenue per month 13.860 € (for 100 Service Consumers)

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Service Service
Revenue Efforts

particular effort
x Service
for individual
Delivering Price
Service Rendering

efforts for
effective Service
Service Providing
Trigger Emergence
Capacity

Service Triggering efforts for
Rate per authorized Service Providing
Service Consumer Readiness

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Service Service
Revenue Efforts

x Service
Delivering Price

particular effort
+ Overplus for individual
Service Rendering

efforts for
effective Service
Service Providing
Trigger Emergence Capacity

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Service Service
Revenue Efforts

x Service
Delivering Price

particular effort
+ Margin for individual
Service Rendering

efforts for
effective Service
Service Providing
Trigger Emergence Capacity

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Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting 1: established
Service Billing

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Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing 2: specified

Service Billing

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Service Identifying

Service Specifying

Service Composing

3: composed
Service Cataloguing


Service Billing

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Service Identifying

Service Specifying

Service Composing
4: conducted
3: composed
Service Cataloguing


Service Billing

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Service Identifying

Service Specifying 5: optimized

Service Composing
4: conducted
3: composed
Service Cataloguing


Service Billing

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Your questions?

My answers!

E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile +49-1520-9 84 59 62

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29.05.2012 - 77 -

Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00

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Master Class 'Servicialisation - From Service Identifying to Service Billing 2012-05-28 V02.03.00