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
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.
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