lecture service offering

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Paul G. Huppertz

Пол Г. Хуппертц ICT-Consultant & System Architect

Service Composer & Meta Service Provider

3rd Annual Conference of itSMF Russia ‚Who are you, Mr. Service?‘

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

Lecture

Service Offering From Service Specifying to Service Cataloguing

September 12, 2012

Moscow, 1-st Zachatievskiy per 4, InfoSpace

1

mailto:[email protected]

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Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘

Contents – Segments & Sections

Intro • Servicialisation – Methods, Objects & Results

Centro

• Catalogue Requirements – readable & understandable

• Catalogue Arrangement – presentation & information

• Catalogue Structure – contents & entries

• Specification Requirements – complete & concise

• Specification Content – service quality & service price

• Specification Format – 12 service attributes & 3 service levels

Extro • Discussion – Repeating, Reviewing & Revising

2

Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro




Centro








3



Servicialisation – Methods, Objects & Results

4

Service Identifying Service Consumer, Service Object, Benefit

Service Consumer Benefit & Primary Benefit

Service Specifying Service Quality 12 Standard Service Attributes

Identified Service Type & Service Specification

Service Composing Service Map & Service Screenplay

Specified Service Type & Service Concept

Service Orchestrating Service Supplier & Service Supply Chain

Operational Level Agreement Underpinning Contract

Service Cataloguing Service Specifications = Service Catalogue Entries

Service Offerings & Service Catalogue

Service Committing Service Demand & Service Level Specification

Service Commitment & Service Level Agreement

Service Concerting Providing Readiness & Providing Capacity

On Service Triggering: Service Providing

Service Billing Service Price x Service Count

Service Bill & Service Revenue





Centro








5



Catalogue Requirements – Criteria & Aspects

6





Centro








7



Catalogue Arrangement - Recipients & Responsibles

8


Service Recipients

• Service Consumers • Service Customers

Service Responsibles

• Service Providing Manager • Service Composer • Service Supply Chain Manager • Service Providing Governance

Service Actors

• Service Consumer Support Team • Service Customer Manager • Servicescape Manager

Service Supplier

• internal (departments, groups, teams, …) • external (Outsourcer, Cloud Provider, …)

Service

Catalogue

Online access for selecting & commissioning

Online access for planning & processing

Online access for consulting & supporting


Catalogue Requirements – Implementation & Evolution

9



Catalogue Arrangement – Documentation & Demarcation

10


Service Concerting

Service Consuming Service Commissioning

Service Customer

Service Consumer

Service Provider

ICT goods

catalogue System

documentation

(CMDB/CMS)

Asset

inventory

Ordering, Delivering & Inventoring

Docu-menting


Catalogue Arrangement – Registers & Documentations

11


System

documentation

(CMBD/CMS)

ICT goods

catalogue Asset

inventory

Ordering, Delivering & Inventoring

Docu-menting

Register of complete & concise

ICT good specifications for ordering &

procuring copies of these goods

Register of all copies of ICT

goods having been procured & being used

in the servuction environment for

rendering ICTility services

Detailed technical

documentation of service-

relevant ICT systems

used for rendering triggered ICTility

services

Register of complete & concise ICTility service specifications

confirmed & approved by the

service consumers and the service

customers

major version

XX.yy.zz

new specification

cleared monthly version

cleared quarterly version

yearly main revision


Catalogue Arrangement – Versioning & Maintaining

12


versioning: major.minor.micro

continual maintenance by the catalogue

manager

simple insertion

general revision

micro version

xx.yy.ZZ

minor version

xx.YY.zz




Centro








13


Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Structure – Service Specifications & Catalogue Entries

14


Service Identifying

Service Specifying

Service Composing

Service Orchestrating

Service Cataloguing

Service Catalogue


Catalogue Structure – Contents & Offerings

15


Contents

1 Overview

2 Introduction

3 Service specifying

4 Service offerings

5 Service specification

6 Service commissioning

7 Service providing

8 Appendix

Service Catalogue




Centro








16



Specification Requirements – Service Type & Service Identifiers

17


Service Type

Service Consumer

Service Object

Service-specific Benefit

Service Identifying


Specification Requirements – Service Definition & Service-specific Benefit

18


A benefit is

a purposeful change of status

on a particular object,

that fulfils concrete requirements.

Service = benefit

on service object

Service Identifying


Specification Requirements – Service Identifiers & Service Object Categories

19


Life

& Limb

Goods

& Chattels

Data

& Documents

Rights

& Claims

Service Consumer

S e r v i c e O b j e c t C a t e g o r i e s

Service Identifying

Service Cataloguing

Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Requirements – Basic Reference & Binding Document

20


Service Specification

Service Consumer

Service Customer

Service Concept

Service Bill

Service Identifying

Service Specifying

Service Composing

Service Orchestrating

Service Committing

Service Concerting

Service Billing




Centro








21



Specification Content – Service Consumer & Service Quality

22


Service Cost

Service Price

Service Quality

adequate?

reliable?

Service Con-

sumer


Specification Content – Service Customer & Service Price

23


Service Cost

Service Price

Service Quality

adequate?

reliable?

Service Con-

sumer

affordable?

economical?

Service Customer




Centro








24


Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – Service Attributes & Attribute Classification

25


Denomination of the service type

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

01 Service Consumer Benefits free text

02 Service-specific Functional Parameters service-specific

03 Service Provision Point location, interface

04 Service Consumer Count number

05 Service Providing Readiness Times day times

06 Service Consumer Support Times day times

07 Service Consumer Support Languages national languages

08 Service Fulfillment Target %

09 Service Impairment Duration hh:mm

10 Service Providing Duration hh:mm:ss

11 Service Provision Unit service-specific

12 Service Providing Price €

clear, complete & concise all 12 attribute values together concerns each singular service 2 pages only per service type service offering of the service provider

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

Se

rv

ice

Qu

ality

Service Price


Specification Format – Service Specification & Service Levels

26



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

01 Service Consumer Benefits free text

02 Service-specific Functional Parameters service-specific

03 Service Provision Point location, interface

04 Service Consumer Count number

05 Service Providing Readiness Times day times

06 Service Consumer Support Times day times

07 Service Consumer Support Languages national languages

08 Service Fulfillment Target %

09 Service Impairment Duration hh:mm

10 Service Providing Duration hh:mm:ss

11 Service Provision Unit service-specific

12 Service Providing 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

One self-contained set of 12 service attribute values per service level


Specification Format – Service Attributes & Service Value

27



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

01 Service Consumer Benefits Service Utility Fitness for purpose

What the service consumers consumes

02 Service-specific Functional Parameters

03 Service Provision Point

04 Service Consumer Count

Service Warranty Fitness for rendering

How the service will be rendered

05 Service Providing Readiness Times

06 Service Consumer Support Times

07 Service Consumer Support Languages

08 Service Fulfillment Target

09 Service Impairment Duration

10 Service Providing Duration

11 Service Provision Unit

12 Service Providing Price

Coherent designation : ICTilities – ICT-system based Utility Services


Specification Format – E-Mailing Service & Service Attribute 01

28


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 Consumer Benefits

01.01 Delivering 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


Specification Format – E-Mailing Service & Service Attributes 02 - 04

29





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 Service Provision Point

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



30





Measurement unit

Bronze Silver Gold

05 Service Providing 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 Service Consumer Support Times

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 Consumer Support Languages

07.01 Russian X X X National language 07.02 English X X X



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Measurement unit

Bronze Silver Gold

08

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

10 Service Providing 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 Provision 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 Providing Price

12.01 Service Access Price Mandatory per authorized service consumer per month

5,00 7,50 10,00 €

12.02 Service Consumption Price 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 Service Consumption Price option 2: Volume-based Staged fixed price per consumed service volume per service consumer per month

tdb tdb tbd €

12..04 Service Consumption Price option 3: Unit-based Fixed price per consumed service delivery unit

0,10 0,30 1,00 €





Centro








32


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

SlideShare http://www.slideshare.net/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

Paul G. Huppertz

Пол Г. Хуппертц ICT-Consultant & System Architect

Service Composer & Meta Service Provider

3rd Annual Conference of itSMF Russia ‚Who are you, Mr. Service?‘

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

Lecture

Service Offering From Service Specifying to Service Cataloguing

Your questions?

My answers!

33

mailto:[email protected]

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



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








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

lecture service offering - from service specifying to service cataloguing v 01.00.00

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