Service models

Service model s codify the service strategy for a market space. They are blueprints for service management processes and function s to communicate and collaborate on value creation. Service Models describe how service asset s interact with customer assets and create value for a given portfolio of contract s (Figure 7.6). Interaction means demand connects with the capacity to serve. Service agreement s specify the terms and conditions in which such interaction occurs with commitments and expectations on each side. The outcomes define the value to be created for the customer, which itself rests on the utility provided to customers and the warranty.

Figure 7.6 Service models are shaped by market spaces

Service models codify the structure and dynamics of services. The structure and dynamics are influenced by factors of utility and warranty to be delivered to customers (Figure 5.29). The structure and dynamics have consequences for Service operation s, which are evaluated by Service Transition (Figure 7.7).

Figure 7.7 Service models describe the structure and dynamics of a service

Structure is defined in terms of particular service assets needed and the patterns in which they are configured. Service models also describe the dynamics of value creation. Activities, flow of resource s, coordination, and interactions describe the dynamics (Figure 7.8). This includes the cooperation and communication between service user s and service agents. The dynamics of a service include patterns of business activity, demand patterns, exceptions and variations.

Figure 7.8 Dynamics of a service model

The methods and tools of system s engineering and workflow management are useful for developing the process maps, workflow diagrams, queuing models and activity patterns necessary for completeness of service models. Service Transition evaluates detailed service models to ensure they are fit for purpose and fit for use before entering Service Operation through the Service Catalogue. It is necessary for service models to be under change control because the utility and warranty of a service can have undesired variation if there are changes to the service assets or their configuration. The integrity of a service model depends on the integrity of the structure.

Service models are useful for effectiveness in Continual Service Improvement. Improvements can be made to the structure or the dynamics of a model. Service Transition evaluates the options or paths for improvements and recommends solutions that are cost-effective and low-risk. Service models continually evolve, based on external feedback received from customers and internal feedback from service management processes. CSI processes ensure the feedback to the strategy, design, transition and operation processes.

Дата добавления: 2015-11-14