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In summary, a Service in Orthogramic is a dynamic, experience-driven set of activities that evolves in real-time to align with stakeholder needs and organizational goals. Services are characterized by their focus on interaction, ongoing value delivery, and measurable customer outcomes. This comprehensive, integrated approach enables organizations to remain agile, continuously optimizing Services to meet stakeholder expectations and strategic objectives. Unlike BIZBOK's traditional, framework-centric view, Orthogramic's methodology is modern, proactive, and inclusive, making Service management a core driver of business success rather than a standalone process.
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Service attributes
Domain | Attribute | Description | Example |
ServicesService | Title | The name of the service offering or activity | IT Support ServicesServices |
Service | Description | A detailed explanation of what the service entails and how it delivers value | 24/7 technical support delivered through multiple channels |
ServicesService | Purpose | The intended outcome and value proposition of the service | To ensure business continuity through rapid issue resolution |
ServicesService | Owner | The individual or team responsible for service delivery and management | Service Delivery Manager |
ServicesService | Organizational Unit | The organizational unit(s) responsible for or involved in service delivery | IT Operations, Customer Support |
ServicesService | Service Level Agreements | Defined standards and metrics for service delivery and performance | Response within 15 minutes, 99.9% uptime |
ServicesService | Delivery Channels | The channels and methods through which the service is provided | Phone, Email, Chat, On-site |
ServicesService | Process Flow | The sequence of activities and interactions that comprise the service delivery | Incident logging, triage, resolution, follow-up |
ServicesService | Customer Journey | The touchpoints and experiences throughout service delivery | Initial contact, problem diagnosis, solution delivery |
ServicesService | Dependencies | Other services systems or resources required for service delivery | Network infrastructure, knowledge base |
ServicesService | Stakeholder Network | The individuals or groups involved in or impacted by service delivery | End users, IT teams, vendors |
ServicesService | Performance Indicators | Metrics used to measure service effectiveness and value delivery | Customer satisfaction, resolution time |
ServicesService | Continuous Improvement | Methods for gathering and implementing service improvements | Customer feedback, service metrics, improvement plans |
ServicesService | Resource Management | Required resources for consistent service delivery | Staff scheduling, tool allocation, knowledge management |
ServicesService | Risk Management | Identified risks to service delivery and mitigation strategies | Service disruption, resource constraints, quality issues |
ServicesService | Strategic Alignment | How the service supports organizational objectives and outcomes | Enables digital transformation initiatives |
ServicesService | Quality Framework | Standards and procedures for ensuring service quality | ITIL framework, ISO 9001 compliance |
ServicesService | Value Stream | Mapping of how value flows through the service delivery process | From service request to value realization |
ServicesService | 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 |