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Monday, December 19, 2011

Service Model

A Service Model describes how a service provider creates value for a given portfolio of customer contracts by connecting the demand for service from the assets of its customers with the service provider’s service assets. It describes both the structure and the dynamics of the service:
Structure - The particular service assets needed to deliver the service and the patterns in which they are configured.
Dynamics - The activities, flow of resources, coordination, and interactions between customer and service provider assets (e.g. interaction between service users and service agents). Service dynamics include Patterns of Business Activity (PBAs), demand patterns, exceptions and variations.

A Service Model may include:
• process maps
• workflow diagrams
• queuing models
• activity patterns
• etc

Once defined, variants of a service model can be created in order to tailor a service to a customer’s specific needs. There is no “One-Shoe-Fits-All” in the service industry. Each team within the organization may have to adapt their services to best suit the needs of the customer for whom the service is being created.

Previous: Service Assets

Next: Service Functions & Processes


  1. Can you pls explian the service model and mapping of service archetype with customer aassets , with some live examples

    1. A service model should be heavily customized to suit the needs of the business/service that is currently operational. So, even if we dig into actual/live examples that may not be of much help to you because that was custom-built for the service that was provided by that XYZ IT company to the ABC customer.

      Anyways, most of these strategies and artifacts are copyrighted by the company creating it and hence sharing them with the public would easily result in the employee getting terminated.

      The best course of action for you would be to check with your senior management team and understand if they have any templates/samples you can refer to.



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