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This distinction clarifies that while products are standalone deliverables, services focus on the processes and experiences leading to value generation.
Services attributes
Domain | Attribute | Description | Example |
Services | Title | The name of the service offering or activity | IT Support Services |
Services | Description | A detailed explanation of what the service entails and how it delivers value | 24/7 technical support delivered through multiple channels |
Services | Purpose | The intended outcome and value proposition of the service | To ensure business continuity through rapid issue resolution |
Services | Owner | The individual or team responsible for service delivery and management | Service Delivery Manager |
Services | Organizational Unit | The organizational unit(s) responsible for or involved in service delivery | IT Operations, Customer Support |
Services | Service Level Agreements | Defined standards and metrics for service delivery and performance | Response within 15 minutes, 99.9% uptime |
Services | Delivery Channels | The channels and methods through which the service is provided | Phone, Email, Chat, On-site |
Services | Process Flow | The sequence of activities and interactions that comprise the service delivery | Incident logging, triage, resolution, follow-up |
Services | Customer Journey | The touchpoints and experiences throughout service delivery | Initial contact, problem diagnosis, solution delivery |
Services | Dependencies | Other services systems or resources required for service delivery | Network infrastructure, knowledge base |
Services | Stakeholder Network | The individuals or groups involved in or impacted by service delivery | End users, IT teams, vendors |
Services | Performance Indicators | Metrics used to measure service effectiveness and value delivery | Customer satisfaction, resolution time |
Services | Continuous Improvement | Methods for gathering and implementing service improvements | Customer feedback, service metrics, improvement plans |
Services | Resource Management | Required resources for consistent service delivery | Staff scheduling, tool allocation, knowledge management |
Services | Risk Management | Identified risks to service delivery and mitigation strategies | Service disruption, resource constraints, quality issues |
Services | Strategic Alignment | How the service supports organizational objectives and outcomes | Enables digital transformation initiatives |
Services | Quality Framework | Standards and procedures for ensuring service quality | ITIL framework, ISO 9001 compliance |
Services | Value Stream | Mapping of how value flows through the service delivery process | From service request to value realization |
Services | Compliance Requirements | Regulatory and policy requirements affecting service delivery | Data protection, industry regulations |
Service Features Element
Element | Sub-Element | Description | Example |
Service Features | Title | The name or title of the service element. | 24/7 Customer Support |
Service Features | Description | A detailed explanation of what the service element entails. | Round-the-clock support services available to customers via multiple channels. |
Service Features | Purpose | The intended purpose or benefit of the service element. | To provide continuous support and enhance customer satisfaction. |
Service Features | Owner | The individual or team responsible for the service element. | Customer Service Department |
Service Features | Organizational Unit | The organizational unit(s) involved in the service element. | Customer Relations, IT Support |
Service Features | Service Level Agreements | The SLAs associated with the service element. | Response Time within 30 minutes, Resolution Time within 24 hours |
Service Features | Channels | The channels through which the service is provided. | Phone, Email, Live Chat |
Service Features | Customer Feedback | The methods for collecting and analyzing customer feedback. | Customer Satisfaction Surveys, Feedback Forms |