Lecture Service Offering - From Service Specifying to Service Cataloguing V 01.00.00
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Transcript of Lecture Service Offering - From Service Specifying to Service Cataloguing V 01.00.00
E-Mail [email protected] Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz
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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
September 12, 2012
Moscow, 1-st Zachatievskiy per 4, InfoSpace
1
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
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
3
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
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
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
5
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Requirements – Criteria & Aspects
6
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
7
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Arrangement - Recipients & Responsibles
8
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Requirements – Implementation & Evolution
9
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Arrangement – Documentation & Demarcation
10
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Arrangement – Registers & Documentations
11
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Arrangement – Versioning & Maintaining
12
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
versioning: major.minor.micro
continual maintenance by the catalogue
manager
simple insertion
general revision
micro version
xx.yy.ZZ
minor version
xx.YY.zz
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
13
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Catalogue Structure – Service Specifications & Catalogue Entries
14
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
Service Catalogue
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Catalogue Structure – Contents & Offerings
15
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Contents
1 Overview
2 Introduction
3 Service specifying
4 Service offerings
5 Service specification
6 Service commissioning
7 Service providing
8 Appendix
Service Catalogue
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
16
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Requirements – Service Type & Service Identifiers
17
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Service Type
Service Consumer
Service Object
Service-specific Benefit
Service Identifying
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Requirements – Service Definition & Service-specific Benefit
18
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
A benefit is
a purposeful change of status
on a particular object,
that fulfils concrete requirements.
Service = benefit
on service object
Service Identifying
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Requirements – Service Identifiers & Service Object Categories
19
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Service Specification
Service Consumer
Service Customer
Service Concept
Service Bill
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Committing
Service Concerting
Service Billing
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
21
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Content – Service Consumer & Service Quality
22
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Service Cost
Service Price
Service Quality
adequate?
reliable?
Service Con-
sumer
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Content – Service Customer & Service Price
23
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Service Cost
Service Price
Service Quality
adequate?
reliable?
Service Con-
sumer
affordable?
economical?
Service Customer
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
24
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘ Specification Format – Service Attributes & Attribute Classification
25
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – Service Specification & Service Levels
26
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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 €
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – Service Attributes & Service Value
27
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Denomination of the service type
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – E-Mailing Service & Service Attribute 01
28
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – E-Mailing Service & Service Attributes 02 - 04
29
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – E-Mailing Service & Service Attributes 05 - 07
30
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
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
Speech ‚Service Offering - From Service Specifying to Service Cataloguing‘
Specification Format – E-Mailing Service & Service Attributes 08 - 12
31
Basic specfication for E-Mailing Service
No. Attribute name & short description
Attribute value for Service Level Data type
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 €
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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
32
Intro | Catalogue Requirements | Catalogue Arrangement | Catalogue Structure | Spec Requirements | Spec Content | Spec Format | Extro
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