Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу

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

Lecture
Service Offering
From Service Specifying to Service Cataloguing

September 13, 2012
Moscow, 1-st Zachatievskiy per 4, InfoSpace
E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile +49-1520-9 84 59 62

XING https://www.xing.com/profile/PaulG_Huppertz
Paul G. Huppertz SlideShare http://www.slideshare.net/PaulGHz

Пол Г. Хуппертц CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
ICT-Consultant & System Architect yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Service Composer & Meta Service Provider LinkedIn http://www.linkedin.com/in/paulghuppertz

1
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62

Speech
‚Service Offering - From Service Specifying to Service Cataloguing‘
Contents – Segments & Sections

• Servicialisation – Methods, Objects & Results
Intro

• Catalogue Requirements – readable & understandable
• Catalogue Arrangement – presentation & information
• Catalogue Structure – contents & entries
Centro • Specification Requirements – complete & concise
• Specification Content – service quality & service price
• Specification Format – 12 service attributes & 3 service levels

• Discussion – Repeating, Reviewing & Revising
Extro

2
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro

Speech

Intro


Extro

3

Speech
Servicialisation – Methods, Objects & Results

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 Supplier Operational Level Agreement
Service Orchestrating & Service Supply Chain 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

Providing Readiness On Service Triggering:
Service Concerting & Providing Capacity Service Providing

Service Price Service Bill
Service Billing x Service Count & Service Revenue
4

Speech

Intro


Extro

5

Speech
Catalogue Requirements – Criteria & Aspects

6

Speech

Intro


Extro

7

Speech
Catalogue Arrangement - Recipients & Responsibles

Service Recipients Service Responsibles
• Service Consumers • Service Providing Manager
• Service Customers • Service Composer
• Service Supply Chain Manager
• Service Providing Governance
Online access for Online access for
selecting & commissioning Service planning & processing

Online access for Catalogue
consulting & supporting

Service Actors Service Supplier
• Service Consumer Support Team • internal (departments, groups, teams, …)
• Service Customer Manager • external (Outsourcer, Cloud Provider, …)
• Servicescape Manager

8

Speech
Catalogue Requirements – Implementation & Evolution

9

Speech
Catalogue Arrangement – Documentation & Demarcation

Service Commissioning Service Consuming

Service Service
Customer Consumer

Service
Provider Service Concerting

ICT goods Ordering, Deliver System
Asset Docu-
catalogue ing &
Inventoring
menting documentation
inventory
(CMDB/CMS)
10

Speech
Catalogue Arrangement – Registers & Documentations

Register of Register of all Detailed
complete & concise Register of copies of ICT technical
ICTility service complete & concise goods having been documentation
specifications ICT good procured & of service-
confirmed & specifications being used relevant ICT
approved by the for ordering & in the servuction systems
service consumers procuring copies of environment for used for rendering
and the service these goods rendering ICTility triggered ICTility
customers services services

ICT goods Ordering, Deliver System
Asset Docu-
catalogue ing &
Inventoring
menting documentation
inventory
(CMBD/CMS)
11

Speech
Catalogue Arrangement – Versioning & Maintaining

continual maintenance
major version versioning:
by the catalogue
XX.yy.zz major.minor.micro
manager

general yearly main new simple
revision revision specification insertion

minor cleared cleared micro
version quarterly monthly version
xx.YY.zz version version xx.yy.ZZ
12

Speech

Intro


Extro

13

Speech
Catalogue Structure – Service Specifications & Catalogue Entries

Service Identifying Service Catalogue
Service Specifying

Service Composing

Service Orchestrating

Service Cataloguing

14

Speech
Catalogue Structure – Contents & Offerings

Contents
Service Catalogue
1 Overview

2 Introduction

3 Service specifying

4 Service offerings

5 Service specification

6 Service commissioning

7 Service providing

8 Appendix
15

Speech

Intro


Extro

16

Speech
Specification Requirements – Service Type & Service Identifiers

Service Identifying
Service
Consumer

Service
Type

Service-specific Service
Benefit Object
17

Speech
Specification Requirements – Service Definition & Service-specific Benefit

Service Identifying

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

on a particular object,

that fulfils concrete requirements.
18

Speech
Specification Requirements – Service Identifiers & Service Object Categories

Service Identifying

Life Goods
& Limb & Chattels

Service
Consumer

Data Rights
& Documents & Claims

S e r v i c e O b j e c t Categories 19

Speech
Specification Requirements – Basic Reference & Binding Document

Service Identifying
Service
Consumer
Service Specifying
Service
Customer
Service Composing

Service Orchestrating
Service Service
Bill Specification
Service Cataloguing

Service Committing

Service Concerting
Service
Concept
Service Billing
20

Speech

Intro


Extro

21

Speech
Specification Content – Service Consumer & Service Quality

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

Service
Cost

22

Speech
Specification Content – Service Customer & Service Price

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

Service
Cost

23

Speech

Intro


Extro

24

Speech
Specification Format – Service Attributes & Attribute Classification

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

Service Quality
04 Service Consumer Count number
05 Service Providing Readiness Times day times

06 Service Consumer Support Times  clear, complete & concise day times

07 Service Consumer Support Languages all 12 attribute values together
 national languages
08 Service Fulfillment Target  concerns each singular service %
09 Service Impairment Duration
 2 pages only per service type hh:mm
 service offering of the service provider
10 Service Providing Duration hh:mm:ss
11 Service Provision Unit service-specific
12 Service Providing Price Service Price €

Attributes 01 – 11 for service quality & attribute 12 with service price
25

Speech
Specification Format – Service Specification & Service Levels

No. Attribute name Bronze Silver Gold Data type/measuremt unit
01 Service Consumer Benefits 01 B 01 S 01 G free text
02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific
03 Service Provision Point 03 B 03 S 03 G location, interface
04 Service Consumer Count 04 B 04 S 04 G number
05 Service Providing Readiness Times 05 B 05 S 05 G day times

06 Service Consumer Support Times 06 B 06 S 06 G day times

07 Service Consumer Support Languages 07 B 07 S 07 G national languages
08 Service Fulfillment Target 08 B 08 S 08 G %
09 Service Impairment Duration 09 B 09 S 09 G hh:mm
10 Service Providing Duration 10 B 10 S 10 G hh:mm:ss
11 Service Provision Unit 11 B 11 S 11 G service-specific
12 Service Providing Price 12 B 12 S 12 G €

One self-contained set of 12 service attribute values per service level
26

Speech
Specification Format – Service Attributes & Service Value

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

06 Service Consumer Support Times

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

Coherent designation : ICTilities – ICT-system based Utility Services
27

Speech
Specification Format – E-Mailing Service & Service Attribute 01
Basic specfication for E-Mailing Service
Attribute value for Service Level Data type
No. Attribute name & short description Measurement
Bronze Silver Gold unit

01 Service Consumer Benefits
For each outbound e-mail copies of the original e-mail are each delivered to the Delivered e-
01.01 Delivering e-mail copies e-mail addresses specified by the service consumer. mail copy
Any outbound e-mail copy with an invalid e-mail address is directly bounced to
01.02 Bouncing invalid e-mail addresses the service consumer accompanied by an understandable explanation. Bounced e-
mail delivery
Any undeliverable copy of an outbound e-mail is directly bounced to the service errors
01.03 Bouncing undeliverable e-mail copies consumer accompanied by an understandable explanation.
A copy of each particular outbound and inbound e-mail is stored in the service Retained e-
01.04 Retaining e-mail copies consumers central e-mailbox for maximum 90 days. mail copy
A copy of each particular outbound and inbound e-mail can be completely and Restored e-
01.05 Restoring e-mail copies intactly restored for the next 14 days after corruption or erroneous deletion. mail copy
All outbound and inbound e-mail copies are purged from viruses or any other
01.06 Protecting e-mail copies against malware malware. Protected e-
mailbox
01.07 Protecting e-mailboxes against spam Inbound e-mail copies are protected against any spam

28

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

02 Service-specific Functional Parameters
Maximum allowable size per individual service
02.01 consumer for inbound and outbound e-mail 200 500 1.000 MB
copies
Maximum allowable size per particular
02.02 outbound or inbound e-mail copy including file 10 12 15 MB
attachments
Maximum allowable number of target
02.03 50 100 150 Number
addresses per e-mail
02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format

03 Service Provision Point
03.01 Microsoft/Outlook locally installed X X X

03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X
Type of user
Microsoft/Outlook Web Access via HTTPS & Interface
03.03 X X
SSL
03.04 RIM/Blackberry Device X

04 Service Consumer Count 1 Number

29

Speech

05 Service Providing Readiness Times
05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
hh:mm
05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
CE(S)T
05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.07 Sunday & holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
06 Service Consumer Support Times
06.01 Monday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.02 Tuesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.03 Wednesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
hh:mm
06.04 Thursday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
CE(S)T
06.05 Friday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.06 Saturday 07:00 – 15:00 06:00 – 17:00 00:00 – 24:00
06.07 Sunday & holiday Kein support 10:00 – 17:00 00:00 – 24:00
07 Service Consumer Support Languages
07.01 Russian X X X National
07.02 English X X X language
30

Speech

Service Fulfillment Target
08 Ratio of successfully rendered e-mailing services and 95 97 98 %
triggered e-mailing services per service consumer covering
all applicable benefits specified in attribute 01

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

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

12 Service Providing Price
Service Access Price
12.01 5,00 7,50 10,00 €
Mandatory per authorized service consumer per month
Service Consumption Price option 1: Flat rate-based
12.02 Fixed price per authorized service consumer per month 50,00 150,00 500,00 €
for any consumed service volume
Service Consumption Price option 2: Volume-based
12.03 Staged fixed price per consumed service volume per tdb tdb tbd €
service consumer per month
Service Consumption Price option 3: Unit-based
12..04 0,10 0,30 1,00 €
Fixed price per consumed service delivery unit
31

Speech

Intro


Extro

32

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

Lecture
Service Offering
From Service Specifying to Service Cataloguing

Your questions?
My answers!
E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile +49-1520-9 84 59 62

XING https://www.xing.com/profile/PaulG_Huppertz
Paul G. Huppertz SlideShare http://www.slideshare.net/PaulGHz

Пол Г. Хуппертц CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
ICT-Consultant & System Architect yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Service Composer & Meta Service Provider LinkedIn http://www.linkedin.com/in/paulghuppertz

33
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62

Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу

Recommended

Recommended

More Related Content

What's hot

What's hot (19)

Similar to Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу

Similar to Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу (20)

More from Michael Dobner

More from Michael Dobner (7)

Recently uploaded

Recently uploaded (20)

Пол Г. Хуппертц (Paul G. Huppertz), servicEvolution 121 Предоставление Сервиса – от спецификации к каталогу