servicialisation - service specifying: example e-mailing service v01.05.00

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Paul G. Huppertz ICT-Consultant & System Architect

Service Composer & Meta Service Provider

Servicialisation Concept for reliable, efficient & payable service rendering

servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62

Servicialisation

From Service Identifying to Service Billing

Service specification – Example E-Mailing Service

1

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Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters

Intro

• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost

Centro

• 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 Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption

Extro

• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources

Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro

2

Servicialisation – From Service Identifying to Service Billing Service Specifying – simply, catchy & uniformly

Service Identifying

Service Specifying

3


Servicialisation – From Service Identifying to Service Billing Service Specifying – Service Attributes, Service Quality & Service Price

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

03 Service Delivery Point location, interface

04 Service Consumer Count Number

05 Service Delivering Readiness Times Daytime hours

06 Service Consumer Support Times Daytime hours

07 Service Support Languages Languages

08 Service Fulfilment Target %

09 Service Impairment Duration hh:mm

10 Service Delivering Duration hh:mm:ss

11 Service Delivery Unit service-spezifisch

12 Service Delivering Price €

clear, complete & consistent all 12 attribute values combined applying for each triggered service 2 pages per service specification service offering of the Service Provider

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

Se

rv

ice

Qu

ality

Price

4


Servicialisation – From Service Identifying to Service Billing Service Specifying – 12 Attributes, 3 Levels & 2 Pages


No. Attribute name Bronze Silver Gold Data type/measuremt. unit

01 Service Consumer Benefits free description

02 Service-specific Functional Parameters service-specific

03 Service Delivery Point location, interface

04 Service Consumer Count Number

05 Service Delivering Readiness Times Daytime hours

06 Service Consumer Support Times Daytime hours

07 Service Support Languages Languages

08 Service Fulfilment Target %

09 Service Impairment Duration hh:mm

10 Service Delivering Duration hh:mm:ss

11 Service Delivery Unit service-spezifisch

12 Service Delivering Price €

01 B

02 B

03 B

04 B

05 B

06 B

07 B

08 B

09 B

10 B

11 B

12 B

01 S

02 S

03 S

04 S

05 S

06 S

07 S

08 S

09 S

10 S

11 S

12 S

01 G

02 G

03 G

04 G

05 G

06 G

07 G

08 G

09 G 10 G

11 G

12 G

Per Service Level one set of 12 attribute values 5


Servicialisation – From Service Identifying to Service Billing Service Specifying – Service Value, Service Utility & Warranty


No. Attribute name In ITIL V3, Service Value is paraphrased with

01 Service Consumer Benefits Service Utility Fitness for consumption

What the service consumers consumes

02 Service-specific functional Parameters

03 Service Delivery Point

04 Service Consumer Count

Service Warranty Fitness for rendering

How the service will be rendered

05 Service Delivering Readiness Times

06 Service Consumer Support Times

07 Service Support Languages

08 Service Fulfilment Target

09 Service Impairment Duration

10 Service Delivering Duration

11 Service Delivery Unit

12 Service Delivering Price

Coherent Designation: ICTilities – ICT-based Utility Services 6


Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 01

Basic specfication for E-Mailing Service

No. Attribute name & short description

Attribute value for Service Level Data type

Measurement unit

Bronze Silver Gold

01 Service Consumuer Benefits

01.01 Delivering of e-mail copies For each outbound e-mail copies of the original e-mail are each delivered to the e-mail addresses specified by the service consumer.

Delivered e-mail copy

01.02 Bouncing invalid e-mail addresses Any outbound e-mail copy with an invalid e-mail address is directly bounced to the service consumer accompanied by an understandable explanation. Bounced e-

mail delivery errors 01.03 Bouncing undeliverable e-mail copies

Any undeliverable copy of an outbound e-mail is directly bounced to the service consumer accompanied by an understandable explanation.

01.04 Retaining e-mail copies A copy of each particular outbound and inbound e-mail is stored in the service consumers central e-mailbox for maximum 90 days.

Retained e-mail copy

01.05 Restoring e-mail copies A copy of each particular outbound and inbound e-mail can be completely and intactly restored for the next 14 days after corruption or erroneous deletion.

Restored e-mail copy

01.06 Protecting e-mail copies against malware All outbound and inbound e-mail copies are purged from viruses or any other malware. Protected e-

mailbox 01.07 Protecting e-mailboxes against spam Inbound e-mail copies are protected against any spam

01.08 Encrypting e-mail content none selectable selectable Encrypted e-

mail copy

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Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Attribute 02 - 04




Measurement unit

Bronze Silver Gold

02 Service-specific Functional Parameters

02.01 Maximum allowable size per individual service consumer

for inbound and outbound e-mail copies 200 500 1.000 MB

02.02 Maximum allowable size per particular outbound or

inbound e-mail copy including file attachments 10 12 15 MB

02.03 Maximum allowable number of target addresses per e-

mail 50 100 150 Number

02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format

02.05 Backend e-mail application software Microsoft/Exchange Server Software

name


03.01 Microsoft/Outlook locally installed X X X

Type of user

Interface

03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X

03.03 Microsoft/Outlook Web Access via HTTPS & SSL X X

03.04 RIM/Blackberry Device X

04 Service Consumer Count 1 Number

8






Measurement unit

Bronze Silver Gold

05 Service Delivering Readiness Times

05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

hh:mm

CE(S)T

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

05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

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


06.01 Monday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00

hh:mm

CE(S)T

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

06.04 Thursday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00

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 Support Languages

07.01 English X X X National

language 07.02 French X X X

07.03 German X X X 9






Measurement unit

Bronze Silver Gold

08

Service Fulfilment Target

Ratio of successfully rendered e-mailing services and

triggered e-mailing services per service consumer covering

all applicable benefits specified in attribute 01

95 97 98 %

09 Maximum Service Impairment Duration per Incident and

Service Consumer 00:40 00:30 00:20 hh:mm

10

Service Delivering Duration

Maximum period of time for rendering a triggered e-mailing

service, i.e. the applicable benefits specified in attribute 01

01:00 00:40 00:30 hh:mm

11

Service Delivery Unit

Basic portion of service rendering to a triggering service

consumer

One copy each of the original e-mail delivered to the e-mailbox

of each addressee specified by the triggering service consumer

Complete set

of delivered e-

mail copies

12 Service Delivering Price

12.01 Mandatory: Service Access Price per authorized service

consumer per month 5,00 7,50 10,00 €

12.02

Additional option 1: Flat rate-based

Fixed price per authorized service consumer per month

for any consumed service volume

50,00 150,00 500,00 €

12.03

Additional option 2: Volume-based

Staged fixed price per consumed service volume per

service consumer per month

tdb tdb tbd €

12..04 Additional option 3: Unit-based

Fixed price per consumed service delivery unit 0,10 0,30 1,00 €

10


Servicialisation – From Service Identifying to Service Billing Service Specifying – Example, E-Mailing Service & Illustration

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Delivering copy 1

Delivering copy 2

Delivering copy 3

Making copies of the

original E-Mail


Servicialisation – From Service Identifying to Service Billing Service Specification – Centre, Hub & Linchpin

Service Specification

Service Consumer

Service Customer

Service Concept

Service Bill

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Service Identifying

Service Specifying

Service Composing

Service Orchestrating

Service Catalogueing

Service Committing

Service Concerting

Service Billing

Servicialisation – Guiding Concept for reliable Service Delivering Servicialisation – Recap, Revision & Conclusion

Service Identifying Service Consumer, Service Object, Benefits

Service Consumer Benefits

Service Specifying Service Quality 12 Standard Service Attributes

Service Specification

Service Composing Service Map & Service Screenplay

Service Concept

Service Orchestrating Service Supplier & Service Supply Chain

Operation Level Agreement Underpinning Contract

Service Catalogueing Service Specifications Service Catalogue

Service Committing Service Level Specification Service Level Agreement

Service Concerting Delivery Readiness & Delivery Capacity

On each & every trigger: Service rendering

Service Billing Service Price x Service Count

Service Bill

13


Servicialisation – From Service Identifying to Service Billing Agenda – Contents & Chapters

Intro

• Servicialisation – Coining, Deducing & Demarcating • Service Trilemma – Service Quality, Service Price & Service Cost

Centro

• 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 Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Specification & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption

Extro

• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps • Discussion – Revisioning & Argumenting • Appendix– Glossary & Sources

14


Servicialisation – From Service Identifying to Service Billing Glossary – Standard Service Attributes, Designation & Explanation

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No. Designation Explanation

01 Service Consumer Benefits Benefits which are completely and closingly effectuated to the respective service object on the dedicated trigger of an authorized Service Consumer

02 Service-specific functional Parameters

Parameters which describe the most important functional features , dimensions or aspects of the servicescape or service output


Physical location and/or logical interface which at an authorized service consumer can trigger a service. At the same location and/or interface the service-specific benefits are rendered to the triggering service consumer; otherwise, there is signalled in an appropriate manner that service has been rendered.

04 Service Consumer Count Number of service consumers who are registered and authorized for triggering service

05 Service Delivery Readiness Times

Periods of the weekday when an authorized service consumer may trigger one of the committed services which is rendered to him, then.


Periods of the weekday when the service desk supports the authorized service consumers with questions regarding the requesting & delivering, consuming & utilizing the committed services.


Servicialisation – From Service Identifying to Service Billing Glossary – Standard Service Attributes, Designation & Explanation

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07 Service Support Languages Languages which are applied for any communication with the authorized service consumers regarding the committed services and their delivery-

08 Service Fulfillment Target Minimum target value for the ratio of services delivered according the committment and triggered services per service consumer and reference period.

09 Service Impairment Duration

Maximum allowable elapsing time between the first occurrence of a service impairment, i.e. service quality degradation, service delivery disruption or service denial, and the full resumption and complete execution of the service delivery to the content of the affected service consumer

10 Service Delivering Duration The promised and agreed maximum period of time for effectively rendering all service-specific benefits to the triggering service consumer at his currently chosen service delivery point.

11 Service Delivery Unit The basic portion of service-specific benefits which must be rendered explicitly to the triggering service consumer

12 Service Delivering Price The amount of money the service customer has to pay for any Service Delivery Unit as specified in attribute 11 which has been rendered to and consumed by an authorized service consumer


Servicialisation – From Service Identifying to Service Billing Glossary – Service Terms, Designation & Explanation

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01 ICT-system based Business Support Service (ICTBSS)

A set of benefits which is effectuated on the dedicated trigger of an authorized service consumer in the course of a real time transaction by executing distinct functions of one or more service-relevant ICT-systems.

02 Servicescape

Composite of ‚Service‘ and ‚Landscape‘; a servicescape comprises the organisational & processual, technical & ressourcal environment which from triggered services are rendered to the triggering service consumers s. http://en.wikipedia.org/wiki/Servicescape

03 Service Contribution

A Service Contribution is a self-contained set of benefits which from a higher level Service Contribution or service is aggregated in combination with other Service Contributions. A Service Contribution may be constitutive and/or indispensable or facultative and/or optional.

04 Service Generation Cost

The Service Generation Cost are the cost which incur for rendering a particular & singular ICTBSS and/or service contribution (comparable to the piece cost in goods fabrication). The Service Generation Cost are determined from the service delivery capacity of a particular servicescape and all the efforts which incur for procuring, installing, operating, keeping up and maintaining this servicescape.


http://en.wikipedia.org/wiki/Servicescape


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05 Service Consumer

In the first line, a Service Consumer is an employee in a business unit of an enterprise who triggers an ICTBSS for executing his upcoming business task by consuming & utilizing the service-specific benefits for this concern. In the second line, a technical system that triggers a particular service contribution from another technical system is characterized as a Service Consumer, too, e.g. an e-mail server system that triggers a DNS service from the DNS system for receiving the valid IP address referred to a distinct host name.

06 Service Customer

A Service Costumer commissions rendering services to a distinct group of authorized Service Consumers, e.g. a department head for the employees in his department. The Service Consumer is in funds of the respective service budget and he closes an SLA or service contract with the accountable Service Provider. The Service Consumer himself may be one of the authorized Service Consumers, as the case may be the only one.

07 Service Supplier

A Service Supplier is an internal or external organisational unit that is responsible for rendering specific service contributions. These service contributions are clearly, completely & concisely specified by means of the 12 standard service attributes and bindingly committed in an OLA (Operational Level Agreement) to an internal Service Supplier and by means of an UC (Underpinning Contract) to an external Service Supplier.



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07 Service life cycle

The Service Life Cycle is the period of time starting with the explicit service trigger by an authorized Service Consumer up to the point in time when the service-specific benefits are completely and closingly rendered explicitly to the triggering Service Consumer. This period of time is also designated as the effective service delivering duration.

08 Service Output The service output is the result or the change of status of the respective service object which is effectuated by rendering a triggered service.

09 Service Specification

Well structured & unified, clear &’ concise as well as comprehensible & strainable description of a service with its required quality and the agreed price. The clear, complete & concise service specification comprises the 12 standard service attributes.

11 Service Supply Chain Group and/or combination of internal & external service supplier which are commissioned from the accountable service provider with rendering specific service contributions for higher level service contributions and/or ICTBSS.

12 Service-Erbringungstiefe

The in-house servuction depth comprises the primary, secondary, tertiary, … service contributions for a distinct target service which the accountable service provider effectuates by his own. The deeper it is, the more service contributions the service provider effectuates himself, the higher it is, the more external service suppliers effectuate the required service contributions.


Servicialisation – From Service Identifying to Service Billing Sources – Topic, title & link

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No. Topic or title Source

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

02 ‚ServQual Model‘ f. 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

04 Service Specification by means of 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

05 Service Specification, example for E-Mailing-Service

https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services-624096/service-spezifikation-e-mailing-services-37006903/37006903/?wsa=167921935.da2975#37006903

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 http://shop.serview.de/product_info.php?cPath=21_34&products_id=36


http://en.wikipedia.org/wiki/Service_(economics)

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 Nature.ppt

https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des-fachbegriffs-29939479/http:/en.wikipedia.org/wiki/Service_(economics)













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)

https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services-624096/service-spezifikation-e-mailing-services-37006903/37006903/?wsa=167921935.da2975















http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-IT-Service-Definition/1782





















http://shop.serview.de/product_info.php?cPath=21_34&products_id=36

Servicialisation – From Service Identifying to Service Billing Sources – Topic, title & link

21

No. Topic or title Source

07

Dienstleistungsmanagement – Der Lösungsansatz für die nachhaltige Kundenbindung und Geschäftsentwicklung

http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement20041203.pdf

08 Konzeptpapier ‚Auf dem Weg zu einer Service Science‘ von der Taskforce Dienstleistungen

http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091-7398a0557f0b.pdf

09 Servuction Model – ‚Services Marketing, Exam II, Lecture 6' von Dr. David Andrus

http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt

10

Presentation ‚An Introduction to Services Marketing‘ from Athens University of Economics and Business

http://www.aueb.gr/users/esaopa/courses/part2.pdf

11 Articel ‚Breaking Free from Product Marketing‘ from G. Lynn shostack

http://www.jstor.org/pss/1250637#

12 Book ‚Servuction‘ from Pierre Eiglier & Eric Langeard

http://openlibrary.org/books/OL19821054M/Servuction













http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt

http://www.aueb.gr/users/esaopa/courses/part2.pdf

http://www.jstor.org/pss/1250637

http://openlibrary.org/books/OL19821054M/Servuction

Servicialisation – From Service Identifying to Service Billing Sources – Documents on http://www.SlideShare.Net

22

Folder with presentations & documents concerning servicialisation





Servicialisation – From Service Identifying to Service Billing Sources – XING group ‚Servicialisierung‘

23 http://www.xing.com/group-55245.9a4768

Hauptforengruppen

• Praxis der Service-Erbringung

• Anwendungsfälle der Servicialisierung

• Grundlagen der Service-Erbringung

• Phasen der Servicialisierung – Von Service-Identifizierung bis Service-Fakturierung

• Quellen & Stellen

• Service-Terminologie

• Servicialisierung und IT(IL) Service Management


http://www.xing.com/group-55245.9a4768



Servicialisation – From Service Identifying to Service Billing Sources – Template Service Catalogue

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Inhaltsverzeichnis

1 Einführung

2 Service-Spezifizierung

3 Service-Angebot

4 Service-Spezifikation

5 Service-Kommissionierung

6 Service-Erbringung

7 Anhang

http://www.institute4it.com/servicekatalog-17.html


Servicialisation – From Service Identifying to Service Billing Sources – Article ‚IT-Service-Verträge im Mittelstand‘

25

Inhaltsverzeichnis ISSN 1869-280X

1 Service-Begriff

2 Service-Spezifizierung

3 Service Levels

4 Service-Katalogisierung

5 Service-Kommissionierung

6 Tool-Unterstützung

7 Fazit

8 Ausblick

http://www.rifam.de/smf.html


Servicialisation – From Service Identifying to Service Billing Sources – Pocket Book ‚IT-Service – Der Kern des Ganzen‘

26

Inhaltsverzeichnis ISBN 3-9810977-2-6

1 Vorwort 2 Einführung 3 Was ist ein IT-Service 4 IT-Produkt und IT-Service - ein komplementäres Paar 5 Produktionsmodell für IT-Services 6 Alltagsbeispiel eines Service: Taxi-Service 7 Herausforderungen und Lösungsansätze 8 Service-Produktion 9 Service-Engineering 10 Von Systems zum Service Management 11 Glossar Begriffsdefinitionen 12 Abkürzungsverzeichnis 13 Literatur- und Quellenverzeichnis

http://shop.serview.de/product_info.php?cPath=21_34&products_id=36


servicialisation - service specifying: example e-mailing service v01.05.00

Technology

service billing service

service levels

service attributes

triggered service

service specificationhh

service billing sla

service quality attribute

service delivery pointlocation