01-3. Define and explain the concept of a service (SS 2.1.1)

01-3. Define and explain the concept of a service (SS 2.1.1)


Key Terms/Concepts

• Outcomes
• Services - Core, Enabling, Enhance
• Customer Satisfaction
• Service Packages 
• Service Level Packages

2.1.1 - Services p27

Outcomes - Business results that customers want, but do not want own the costs and risks associated with achieving the outcome.  Services help create outcomes by enhancing performance of associated tasks, reducing constraints (regulation, lack of funding, capacity or technology limitation) or performing the actual task itself.
Alpha - Build network + reducing Infosec churn = Faster network connectivity to deploy test environment.

Customer Outcomes Focus - focusing on customer outcomes instead of gathering technical requirements.  Part of Business Relationship Management.

Services - Delivering value to customers in the form of 'outcomes' that the customer wants to achieve but w/o the associated risks, ownership and costs of doing the service themselves. Services is the work performed by the service provider to achieve the deliverable outcomes.
Alpha - build and manage the network.  BU - network connectivity for bug testing (outcome)

Customer Satisfaction - understand changing demands, expectations of service outcomes and service levels.  Provider needs to adapt.

Service Classification - Importance in relation to performing the outcome desired by customer.

• Core Service - delivering the outcome valued by customer for which they willing to pay for continued utilization. (ete network connectivity, fast turnup/ changes)
• Enabling Service -  supporting services to make core services happen.  "basic factors'' which enable the customer to receive the 'real core' serivces.  24x7 support, nw monitoring, etc, BU Dashboarding, 
• Enhancing Service - non-essential to core service, added for excitement/wow factor. (dc storage, compute for non-users)

Service Packages - Service bundle containing combination of Core, Enabling, Enhancing Services

Service Level Packages - Differentiated Service Packages to cater to different customers' needs  (ie - small office vs. corporate customer needs).  Such service packages can have different mix of Services (core, enable, enhance) and variations in Utility + Warranty levels.

Resources

http://www.youtube.com/watch?v=UOBV1_3p-5E