Servicialisation - From Service Identifying to Service Billing V01.02.00

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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

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


Intro


Centro


Extro



3

Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Root term, Suffix & Synthesis

Service -ialisation 4


Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Root term, Synthesis & Meaning

Service

Servicialisation = Guiding Concept for Service Delivering

-ialisation

5


Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Deduction, Analogy & Abstraction

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Industrialisation = Goods Fabrication based on principles 6


Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Deduction, Analogy & Abstraction

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Industrialisation = Goods Fabrication based on principles 7


Servicialisation = Transfer to Service Delivering …

… considering the Service Characteristics

Intangibility Immateriality Insubstantiality Perishability

Servicialisation – Guiding Concept for reliable Service Rendering Service Characteristics – intractable, cumbersome & dodgy

A Service per se is …

… insubstantial, i.e. it has no substance & does not leave some substance, not verifiable.

… immaterial, i.e. it is not made of material, solid or goods, cannot be shown.

… intangible, i.e. it cannot be touched, handled or gripped, cannot be checked in advance.

… perishable, i.e. consumed after being delivered and vanished, not yet there before delivering & not any more thereafter.

… variable, i.e. it is configured by the service consumer, situational & particular for every trigger & every delivery.

… not ownable, i.e. it cannot be sold & bought or owned, can only be committed.

… not stockable, i.e. it cannot be stored or transported, but must be rendered to the service consumer on site.

8



Intro


Centro


Extro



9

Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Consumer, Service Quality & Expectation

Service Cost

Service Price

Service Quality

adequate?

reliable?

Service Con-

sumer

10


Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Customer, Service Price & Expectation

Service Cost

ServicePrice

Service Quality

adequate?

reliable?

Service Con-

sumer

affordable?

economical?

Service Customer

11


Servicialisation – Guiding Concept for reliable Service Rendering Service Trilemma – Service Provider, Cost Effectiveness & Expectation

Service Effectiveness

Service Cost

ServicePrice

Service Quality

adequate?

reliable?

Service Con-

sumer

affordable?

economical?

Service Customer

Paying cost?

Paying price? Service

Provider

12


Servicialisation – Guiding Concept for reliable Service Rendering 3 separate Layers

Business

13


Servicialisation – Guiding Concept for reliable Service Rendering 3 self-contained Activity Areas

Business processes

Service Delivering

• perform • dispose • prepare

• conduct • commit • compose

• perform • prepare • plan

14


Servicialisation – Guiding Concept for reliable Service Rendering 3 complementary Management Areas

Business Process

Management

• close & chart • perform & control • dispose & trigger • prepare & organise

• practice & bill • conduct & control • commit & orchestrate • compose & prepare

• control & adjust • perform & monitor • establish & test • plan & prepare

15


Servicialisation – Guiding Concept for reliable Service Rendering 3 complementary Management Areas

Business Process

Management

• close & chart • perform & control • dispose & trigger • prepare & organise

• practice & bill • conduct & control • commit & orchestrate • compose & prepare

• control & adjust • perform & monitor • establish & test • plan & prepare

16


IT Infrastructure

Library

Business regulations

Servicialisation

Servicialisation – Guiding Concept for reliable Service Rendering Value Creation – Service Consumer, ICTBSS & Service Contributions

17

Se

rv

ice

S

up

ply

C

ha

in

Value creation

ICT

- (S

ys

tem

) S

tra

teg

y

Se

rv

ice

D

eliv

er

ing

S

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teg

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Bu

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Ma

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Business process

Bu

sin

es

s

Va

lue

C

ha

in

Sy

ste

m

Su

pp

ly

Ch

ain

Service-relevant System 2

Service-relevant System 1

Service-relevant Organisation(s)

Akteur Good Good Good Good Good

Service Contribution



Service (ICTBSS)

ICTBSS = ICT-system based Business Support Service


Servicialisation – Guiding Concept for reliable Service Rendering 3 Chains 3 Libraries – ITIL, SDML & BVML

18

Se

rv

ice

S

up

ply

C

ha

in Service Aggregating

ICT-based Business Support Service

(ICTBSS)

service-specific benefits

Value creation

Business process

I

T

I

L

S

D

M

L

Bu

sin

es

s

Va

lue

C

ha

in

Sy

ste

m

Su

pp

ly

Ch

ain

B

V

M

L

service (contribution)-relevant ICT-Systems (Application-, Middleware- & Infrastructure Systems,

Resources, Processes & further Means)

SDML = Service Delivery Management Library

ITIL = Information Technology Infrastructure Library

BVML = Business Value Management Library

Plan – Build – Run (ICT systems)

Compose – Commit – Conduct (service delivering)


ICT

- (S

ys

tem

) S

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D

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S

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Bu

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Servicialisation – Guiding Concept for reliable Service Rendering Service Definition – Clarification, Demarcation & Examples

19

Service ≡

Dienst

Perfor-mance for another person

„Public Service“

Ocean Lane

Trans-mitting

Archi-tecture element

Coffee set


Servicialisation – Guiding Concept for reliable Service Rendering Service Definition – Service Consumer, Benefits & Uniqueness

A Service is a set of onetime consumable and perishable benefits,

• ensured by measures of the accountable Service Provider,

• effectuated by system functions and/or activities of Service People,

• committed • by the ordering Service Customer • for his authorized Service Consumers • from his accountable Service Provider,

• rendered

• to an authorized Service Consumer • on his particular & explicit Service Trigger,

• consumed & utilized

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

20


assembled from ‚Service„ & ‚Landscape„

coined by Mary Jo Bitner, already in 1981,

in „Marketing Strategies and Organization Structures for service firms”

in “Marketing of Services” der American Marketing Association

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

Servicialisation – Guiding Concept for reliable Service Rendering Servicescape – Term, Examples & Parties

21


Value Creation

Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Value Creator, Success Factor & External

Business Process Service Consuming

Service Consumer

• The Service Consumer is the critical success factor for service rendering

• He triggers a singular service if needed & configures it situationally & particularly.

• He is involved in service rendering a 100%.

• He feels any service impairment at once & inevitably.

• He needs & utilizes the benefits of the service for executing his upcoming work.

• He creates the business value by utilizing the service-specific benefits.

• He is an external factor from the perspective of the Service Provider.

• The Service Consumer spares oneself service-relevant equipment & training.

Service

22


Servicialisation – Guiding Concept for reliable Service Rendering Service Consumer – Service Trigger, Autonomy & Value Creation

Service Consumer

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 PDA for E-Mailing-Services

• service configuring depending on his situative & particular needs

• consuming & utilizing the service-specific benefits

• commercial value creation out of the service-specific benefits

Value Creation

Business Process

Service

23


Service Concerting

Servicialisation – Guiding Concept for reliable Service Rendering Service Delivery Model – Servicescape, Sphere & Roles

Service Orchestrating

Service Consuming Service Committing

Service Customer

Service Consumer

Service Provider

in-/external Service

Suppliers

Service

24


Servicialisation – Guiding Concept for reliable Service Rendering Servicialisation – Phases, Methods & Results

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

25



Intro


Centro


Extro



26

Servicialisation – From Service Identifying to Service Billing Service Identifying – Benefit, Service Object & Requirements

A benefit is

a purposeful change of status

on a particular object,

that fulfils concrete requirements.

Service = benefit

on service object

Service Identifying

27


Servicialisation – From Service Identifying to Service Billing Service Identifying – Service Consumer, Service Object & Types

Life

& Limb

Goods

& Chattels

Data

& Documents

Rights

& Claims

Service Consumer

S e r v i c e O b j e c t T y p e s 28



Intro


Centro


Extro



29

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

Service Identifying

Service Specifying

30


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

31


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








06 Service Consumer Support Times Daytime hours







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 32


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 33


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

34


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


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

35






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 36






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


12.01 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 €

37


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

38

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 Consumer

Service Customer

Service Concept

Service Bill

39


Service Identifying

Service Specifying

Service Composing


Service Catalogueing

Service Committing

Service Concerting

Service Billing


Intro


Centro


Extro


40


Servicialisation – From Service Identifying to Service Billing Service Composing – Service Specification, Map & Screenplay

Service Concept

Service Identifying

Service Specifying

Service Composing

41


Servicialisation – From Service Identifying to Service Billing Service Composing – Motivation, Service Quality & Gaps

42

Business Process

Value Creation

Expected Service

Experienced Service

Rendered Service

Service Contract

Committed Service

Composed Service

Perceived Service

1

3

4

2

5

Service Gap

Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties)

Service Con-

sumer

Service Customer

Service Provider

http://www.12manage.com/methods_zeithaml_servqual.html


Servicialisation – From Service Identifying to Service Billing Service Composing – Gap 1, Reference & Counter Measure

43

1. between expected and perceived Preparing


Potential Gap in Service Quality Counter Measure



44

2. between perceived and committed Service Contract with







45

2. between perceived and committed Service Contract with Service Specification




3. between perceived and composed Preparing continuous

Service Concept



46






Service Concept

4. between composed and rendered Preparing Service Map

with service contributions



47

5. between rendered and experienced Preparing

Service Screenplay






Service Concept




Servicialisation – From Service Identifying to Service Billing Service Concept – Elements, Contents & Alignment

48

5. between rendered and experienced Preparing

Service Screenplay

2. between perceived and committed Service Contract with






Service Concept



continuously from service expectation

up to

service experience of the

triggering Service Consumer

continuously from service specification

up to the course

of service rendering to the

triggering Service Consumer


Servicialisation – From Service Identifying to Service Billing Service Screenplay – Activity, Explanation & Service Contribution

49

Service Delivering 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

Replicating the original e-mail Copy of the original e-mail is replicated from e-mail client

system to the inbound e-mail server of the e-mail account replication service

Scanning e-mail content & attachments

on viruses and malware Existing viruses or malware are identified, isolated & eliminated antivirus service(s)

Authenticating given e-mail addresses

and the accounts related in- and external accounts are identified & checked LDAP service(s)

Addressing e-mail hosts and other

service-relevant IT systems

Determining IP addresses for hostnames for other e-mail

server systems, e-mail gateway server, SMTP gateway DNS service(s)

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

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

Forwarding the copies of the original e-

mail

Forwarding either to an internal e-mail server system or to the

SMTP gateway towards external e-mailing service supplier storing & forwarding service(s)

Delivering of e-mail copies Delivering accounted by the committed in- or external service

supplier e-mail delivering service(s)

Sending back a delivery receipt Generally or on dedicated request e-mail reception

acknowledgement service


Servicialisation – From Service Identifying to Service Billing Service Composing – ICTBSS, Service Contributions & Aggregation

50

Server Device Housing Services

Server OS Hosting Services

Storage System Housing Services

Content Housing Services

Backend Application Hosting Services

Backend Application Maintaining Services

Network System Managing Services

Data Transporting Services

DHCP Services

DNS Services

Workplace System Delivering Services

Workplace Environment Rental Services (WERS)

LDAP Services

User Identity Managing Services

Virtual Desktop Services

Firewalling Services

Logon/Logoff Services

Anti-Virus Services

E-Mailing Service

Collaboration Service

Unified Communi- cation Service

Anti-Spam Services

Anti-Fraud Services

Service Consumer Supporting Services

Internet Access Services

Other ICTBSS

Other ICTBSS

Other ICTBSS

Other ICTBSS

Other ICTBSS

Software Provision Services

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


Servicialisation – From Service Identifying to Service Billing Service Composing – ICTBSS, Service Contributions & Specification

51









DHCP Services

DNS Services

Workplace System Delivery Services

Workplace Environment Rental Services (WERS)

LDAP Services





Anti-Virus Services

E-Mailing Service



Anti-Spam Services

Anti-Fraud Services



Other ICTBSS

Other ICTBSS

Other ICTBSS

Other ICTBSS

Other ICTBSS


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


Servicialisation – From Service Identifying to Service Billing Service Concept – Elements, Content & Alignment

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

52


Servicialisation – From Service Identifying to Service Billing Service Composing – E-Mailing Service, Service Map & Contributions

53









DHCP Services

DNS Services

Workplace System Delivery Services

Workplace Environment Rental Services

LDAP Services





Anti-Virus Services

E-Mailing Service



Anti-Spam Services

Anti-Fraud Services



Other ICTBSS

Other ICTBSS

Other ICTBSS

Other ICTBSS

Other ICTBSS


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.


Servicialisation – From Service Identifying to Service Billing Service Concept – Drive, Transmission & Realization

54

Service Screen-

play

Service Map

Servicespecifi-cation

1. Service specification

drives

2. Service Map

transmissions

3. Service Screenplay

enacts



Intro


Centro


Extro


55


Servicialisation – From Service Identifying to Service Billing Service Orchestrating – Service Concept, Service Map & Screenplay

Service Identifying

Service Specifying

Service Composing


56


Servicialisation – From Service Identifying to Service Billing Service Orchestrating – Service Concept, Service Map & Disposing

Service Identifying

Service Specifying

Service Composing


57


Service Orchestrating in-/external

Service Supplier

Service Contri-bution

Service

Contri-bution




Internal Service Supplier External Service Supplier

Service Provider


Intro


Centro


Extro



58

Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Criteria, Requirements & Expectations

59


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Specifications, Catalogue & Service Offering

Service Catalogue

Service Identifying

Service Spezifying

Service Composing



60


Servicialisation – From Service Identifying to Service Billing Service Catalogue – Positioning, Classifying & Demarcating

Service Concerting

Service Consuming Service Committing

Service Customer

Service Consumer

Service Provider

Goods

Catalogue System

documentation

(CMDB/CMS)

Asset

Inventory

Ordering, Delivering & Inventoring

Docu- men-tation

61


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Data sets, Contents & Differences

62

System

Documentation

(CMDB/CMS)

Goods

Catalogue Asset

Inventory

Ordering, Delivering & Inventoring

Docu- men-tation

Register of goods which can be ordered &

utilized for rendering ICT-

based Business Support Services

(ICTBSS)

Register of all relevant items

which have been procured & are

utilized for rendering

ICTBSS

Detailed (technical)

documentation of all ICT-systems,

which are utilized for rendering

ICTBSS

Register of specifications for ICT-based

Business Support Services

which can be committed per SLA / service contract


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Catalogue, Contract & Concept Register

63

Register of specifications of

ICT-based Business Support Services

which can be committed per SLA / service contract

Register of prepared

service concepts for offered

services

Register of service contracts

/ SLAs which have been commissioned by service consumers

The service specification is the quintessential connector


Service Contract

List of authorized service consumers

Service Contract


Service Contract


Servicialisation – From Service Identifying to Service Billing Service Catalogue – Template, Structure & Headlines

Inhaltsverzeichnis

1 Überblick

2 Einführung

3 Servicespezifizierung

4 Serviceangebot

5 Servicespezifikation

6 Servicekommittierung

7 Serviceerbringung

8 Anhang

http://www.institute4it.com/servicekatalog-17.html 64


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Introduction, Service Delivery Model & Roles

65

Inhaltsverzeichnis 2. Einführung

Das Service-Erbringungsmodell Ziele & Nutzen des Service-Katalogs Struktur & Inhalt des Service-Katalogs


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Catalogue Entries, Specification & Explanation

66

Inhaltsverzeichnis 3. Service-Spezifizierung

Grundlagen Spezifizierungsmethode 12 Standard-Service-Attribute


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Service Offering, Segmentation & Example

67

Inhaltsverzeichnis 4. Service-Angebot

Universelle Business Support Services Betriebswirtschaftliche BSS Fachspezifische BSS

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


Servicialisation – From Service Identifying to Service Billing Service Catalogueing – Formats, Forming & Stages of development

68



Intro


Centro


Extro



69

Service Catalogue

Servicialisation – From Service Identifying to Service Billing Service Committing – Service Catalogue, Service Level & SLA template

SLA template

Service Identifying

Service Specifying

Service Composing



Service Committing

70


1 SLA-Identification

1.1 SLA-ID

1.2 Period of SLA validity

1.3 Service Customer

1.4 Service Consumers

1.5 Service Provider

1.6 Short Service Description

1.7 Liabilities

1.8 Committment and Signatures

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

Servicialisation – From Service Identifying to Service Billing Service Committing – Service Consumer, Responsibles & SLA

Service Customer

Service Consumer

Service Provider

71



Intro


Centro


Extro



72

Service Concerting and/or

Service Triathlon in-/external

Service Supplier

Servicialisation – From Service Identifying to Service Billing Service Triathlon – Disciplines, Tasks & Sequence

1. Achieving & keeping service delivering readiness

2. Providing & adjusting service delivering capacity

Service Consuming

Service

Service

Service

Service

Service

Service Provider

73



Intro


Centro


Extro


74


E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers

Reference Period

Trigger Rate

Potential Service Emergence

Bronze 50 consumers

Silver 40 consumers

Gold 10 consumers

Total

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)

Servicialisation – From Service Identifying to Service Billing Service Billing – Service Quality, Service Price & Profit Ratio

75

Service Identifying

Service Specifying

Service Composing



Service Committing

Service Concerting

Service Billing


Servicialisation – From Service Identifying to Service Billing Service Billing – Service Quality, Service Price & Service Profit Ratio

76

Service Profit Ratio

Service Cost

Service Price

Service

Quality

Utility Service Power Supply

Reference unit kWh

Electricity rate 0,12 €/kWh

Generating cost 0,04 €/kWh

Earning ratio 0,08 €/kWh

ICTility Service

Reference unit ??????????

Service price ? / ?unit?

Service cost ? / ?unit?

Earning ratio ? / ?unit?

Utility Service Provider knows reference unit &

earning ratio

ICT Service Provider neither knows the reference unit nor

the earning ratio









06 Service Consumer Supporting Times Daytime hours







Servicialisation – From Service Identifying to Service Billing Service Billing – Service Specification, Service Quality & Service Price

77

Attributes 01 – 11 for Service Quality & Attribute 12 for Service Price

Se

rv

ice

Qu

ality

Price


Servicialisation – From Service Identifying to Service Billing Service Billing – Reference Unit, Cost & Profit Rate

78

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

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

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

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


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 €, $


Servicialisation – From Service Identifying to Service Billing Service Billing – Basic Data, Consumers & Triggering Rate

79

Value Creation

Business Process Service Consuming

Service Consumer

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

Service Contract/SLA Service Level Bronze

Authorized Service Consumers


Servicialisation – From Service Identifying to Service Billing Service Billing – Consumers, Reference Period & Emergence

80

Value Creation

Businss Process Service Consuming

Service Consumer

potential Service Triggering Emergence

for 100 Service Consumers 100 x 3 E-Mailing-Services/hour = 300 E-Mailing-Services/hour

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

E-Mailing-Services for 100 Service Consumers

Reference period

Service Triggering Rate

Service Triggering Emergence

hour 3 300

day 24 2.400

week 120 12.000

month 480 48.000

year 4.800 480.000

1 (Work) Day = 8 (Work) Hours 1 (Work) Month = 20 (Work) Days 1 (Work) Year = 200 (Work) Days


Servicialisation – From Service Identifying to Service Billing Service Billing – Specification, Service Levels & Prices

81

Basic specification for E-Mailing Service

No. Attribute name & short description Attribute value for Service Level Data type

Measurmt Unit Bronze Silver Gold

08





95,00 97,00 98,00 %

09 Service Impairment Duration per Incident and Service

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

10

Service Delivering Duration

Maximum allowable 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 for rendering an e-mailing service to the

triigering 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


12.01 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

200 300 500 €

12.03

Additional option 2: Volume-based

Staged fixed price per consumed service volume per

service consumer per month

1 – 5.000 : tbd

5.001 – 10.000 : tbd

> 10.000 : tbd

1 – 7.000 : tbd

7.001 – 12.000 : tbd

> 12.000 : tbd

1 – 8.000 : tbd

8.001 – 15.000 : tbd

> 15.000 : tbd

€

12.04 Additional option 3: Unit-based



Servicialisation – From Service Identifying to Service Billing Service Billing – Emergence, Consumption & Revenue

82

Basic specification for E-Mailing Service

No. Attribute name & short description Attribute value for Service Level Data type

Measurmt Unit Bronze Silver Gold

08





95,00 97,00 98,00 %

12 Service-Erbringungspreis

12.01 Mandatory: Service Access Price

per authorized service consumer per month 5,00 7,50 10,00 €

12.04 Service Consumption Price, option 3: Unit-based


E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers

Reference Period

Triggering Rate

Potential Service Emergence

Bronze 50 consumers

Silver 40 consumers

Gold 10 consumers

Total

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)

optimal case: Service Fulfilment Grade

100%


Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, costable & Cost Covering

83

Service Revenue

Service Efforts

efforts for keeping Service Delivering

Readiness

efforts for providing Service Delivering

Capacity

particular effort for rendering

individual service

Service Triggering Rate per authorized

Service Consumer

effective Service Trigger Emergence

x Service Delivering Price


Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, paying & Overplus

84

Service Revenue

Service Efforts


Readiness


Capacity

particular effort for rendering individual

service


Service Consumer


+ Overplus


>


Servicialisation – From Service Identifying to Service Billing Service Billing – Service Revenue, profitable & Margin

85

Service Revenue

Service Efforts


Readiness


Capacity

particular effort for rendering individual

service


Service Consumer


+ Margin


>



Intro


Centro


Extro


86


Servicialisation – From Service Identifying to Service Billing SDMM Level 1: ITIL processes introduced & established

1: established

SDMM – Service Delivery Maturity Model

87


Servicialisation – From Service Identifying to Service Billing SDMM - Level 1, Designation & Explanation

Level Designation Explanation

1 established

• service rendering is established & regularly performed • approaches rather intuitive and based on best effort • rather weak basis for systematic measurements and no clear alignment

and/or orientation regarding service rendering quality and reliability

88


Servicialisation – From Service Identifying to Service Billing SDMM Level 2: ICT-system based Business Support Services specified

2: specified

1: established

89


Servicialisation – From Service Identifying to Service Billing SDMM - Level 2, Designation & Explanation


1 established

• Service Rendering established & regularly performed • approach rather intuitive and based on best effort • dather weak basis for systematic measurements and no clear alignment

and/or orientation regarding service rendering quality and reliability

2 specified

• service offerings are described according to the wording of the authorized Service Consumers & the ordering Service Customers

• service offerings are completely, clearly & concisely specified by means of 12 attribute values

• the accountable Service Provider presents a uniformly structured service catalogue containing all offered ICT-based Business Support Services (ICTBSS)

• the service specifications in the service catalogue are the single & sole basis for committing, rendering and billing the services

90


Servicialisation – From Service Identifying to Service Billing SDMM Level 3: Service Delivering continuously composed

3: composed

2: specified

1: established

91


Servicialisation – From Service Identifying to Service Billing SDMM – Level 3, Designation & Explanation


3 composed

• from the first, service rendering and/or service delivering is systematically & continuously planned & prepared

• completely worked out service concepts are the basis for service rendering • the approved & accepted service specification in the respective Service Level

Agreement is the single & sole reference for checking and/or auditing service rendering

92


Servicialisation – From Service Identifying to Service Billing SDMM Level 4: Service Delivering anticipatorily conducted

4: conducted

3: composed

2: specified

1: established

93




3 composed

• from the beginning, service rendering is systematically & continuously planned & prepared

• completely worked out service concepts are the basis for service rendering • the approved & accepted service specification in the respective Service Level

Agreement is the single & sole reference for checking and/or auditing service rendering

4 conducted

• service rendering is based on the worked out service concepts • service suppliers are organised, instructed & conducted in the context of

continuous service supply chains • service rendering is anticipatorily conducted according to the current service

triggering emergence of all authorized service consumers

94


Servicialisation – From Service Identifying to Service Billing SDMM Level 5: System Usage & Utilisation optimized

5: optimized

4: conducted

3: composed

2: specified

1: established

95




5 optimized

• each & every triggered service is reliably rendered to the triggering Service Consumer without any delay or friction

• any triggered service volume is rendered according to the service specification in the respective service contract or Service Level Agreement

• the service-relevant goods & systems, means & resources are efficiently used and optimally utilized

• service generation cost per service delivery unit are determined in detail & purposefully optimized

• ongoing service delivery is continuously paying, i.e. the accountable Service Provider refunds all his expenditures for service delivery exclusively from the service revenue he regularly bills with his ordering Service Customers

96



Intro


Centro


Extro


97


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 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

98


Servicialisation – From Service Identifying to Service Billing Discussion – Revisioning & Argumenting

Your Questions?

My Answers …

Paul G. Huppertz ICT-Consultant & System Architect Service Composer & Meta Service Provider

Guiding principle: „The science of planning is about anticipating the difficulties of the execution."

[Luc Clapier de Vauvenargues]

E-Mail [email protected] Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz

smile2 http://community.smile2.de/PaulGHz/

CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz

yasni http://person.yasni.de/paul-g.-huppertz-251032.htm

LinkedIn http://www.linkedin.com/in/paulghuppertz

99


mailto:[email protected]

https://www.xing.com/profile/PaulG_Huppertz

http://community.smile2.de/PaulGHz/

http://netzwerk.cio.de/profil/paul_g__huppertz








http://www.linkedin.com/in/paulghuppertz


Intro


Centro


Extro


100


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

101

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

102


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

103


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


104


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.



105


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 – Webinar series ‚service@ducation„, titles & links

106

No. Webinar series ‚service@ducation‘, webinar title Source / Link

SW Start-Webinar ‚service@ducation - Einführung & Überblick – Die Ausbildungsreihe zur Service-Erbringung„ http://slidesha.re/hKXHyv

01 Der Service – das unfassbare Phänomen: Den Service-Begriff verstehen & beherrschen http://slidesha.re/fIzUMj

02 Das Modell – Rollen & Regularen der Service-Erbringung: Die Service-Erbringung strukturieren & gestalten http://slidesha.re/hQnk6P

03 Der Service-Konsument – Erfolgsfaktor der Service-Erbringung: Den Service-Konsumenten erreichen & zufriedenstellen

http://slidesha.re/fYaOzh

04 Die Service-Identifizierung – Grundlage der Service-Beschreibung: Den Service-Nutzen erfassen & beschreiben http://slidesha.re/ejZVJk

05 Die Service-Spezifikation – Ausgangspunkt für Service-Erbringung: Die Service-Beschreibung erstellen & erklären

http://slidesha.re/gAab7d

06 Der Service-Katalog – Präsentationsplattform des Service Providers: Das Service-Angebot präsentieren & kommunizieren

http://slidesha.re/f6SILg

07 Der Service-Vertrag – Zusage der Service-Erbringung: Die Service-Beauftragung vorbereiten & regeln http://slidesha.re/h5EZiD

08 Das Service-Konzept – Basis verlässlicher Service-Erbringung: Die Service-Erbringung konzipieren & organisieren

http://slidesha.re/gKjJIh

09 Die Service-Preise – Grundstrukturen & Basismodelle: Die Service-Preise gestalten & präsentieren http://slidesha.re/hSHFHg

10 Der Service-Umsatz – Einkommen des Service Providers: Den Service-Umsatz ermitteln & optimieren http://slidesha.re/hshrR0

AW Abschluss-Webinar ‚Rückblick, Abschluss & Ausblick: Die Anwendung der erlernten Methoden & Mittel„ http://slidesha.re/f9T2ji

http://www.slideshare.net/PaulGHz/webinarreihe-serviceducation-grundlagen-der-servicialisierung-webinarsteckbriefe-v020000


http://slidesha.re/hKXHyv

http://slidesha.re/fIzUMj

http://slidesha.re/hQnk6P

http://slidesha.re/fYaOzh

http://slidesha.re/ejZVJk

http://slidesha.re/gAab7d

http://slidesha.re/f6SILg

http://slidesha.re/h5EZiD

http://slidesha.re/gKjJIh

http://slidesha.re/hSHFHg

http://slidesha.re/hshrR0

http://slidesha.re/f9T2ji















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

107

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

108

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

109

Folder with presentations & documents concerning servicialisation





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

110 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

111

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„

112

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

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

113

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

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