master class 'servicialisation - from service identifying to service billing 2012-05-28...

29.05.2012 - 1 - © OMNINET

Master Class ‚Servicialisation - Сервиселизация‘

E-Mail [email protected]

Mobile +49-1520-9 84 59 62

LinkedIn http://www.linkedin.com/in/paulghuppertz

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yasni http://person.yasni.de/paul-g.-huppertz-251032.htm

Paul G. Huppertz

ICT-Consultant & System Architect

Service Composer & Meta Service Provider

Servicialisation

From Service Identifying to Service Billing!

Сервиселизация

услуги: от идентификации к биллингу!

28.05.2012

Moscow, Lomonossow University

mailto:[email protected]

http://www.linkedin.com/in/paulghuppertz

http://www.slideshare.net/PaulGHz

https://www.xing.com/profile/PaulG_Huppertz

http://netzwerk.cio.de/profil/paul_g__huppertz

http://person.yasni.de/paul-g.-huppertz-251032.htm







29.05.2012 - 2 - © OMNINET


Intro

• Servicialisation – Coining, Deducing & Demarcating

• Service Trilemma – Service Quality, Service Price & Service Cost

Centro

• Service Identifying – Service Consumer, Service Object & Benefit • Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages • Service Composing – Service Specification, Service Map & Service Screenplay • Service Orchestrating – Service Concept, Supplier & Service Supply Chain • Service Cataloguing – Service Specification, Service Prices & Service Offering • Service Committing – Service Catalogue, Service Committing & SLA • Service Concerting – Delivery Readiness, Delivery Capacity & Delivering • Service Billing – SLA, Service Delivery Price & Service Consumption

Extro

• Service Providing Maturity Model – Maturity Levels, Maturity Criteria & Steps

• Discussion – Repeating, Reviewing & Revising

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Intro



Centro


Extro



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Service -ialisation

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Service

Servicialisation = Guiding Concept for Service Providing

-ialisation

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Intro



Centro


Extro



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Service Cost

Service Price

Service Quality

adequate?

reliable?

Service

Con-

sumer

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Service Cost

Service Price

Service Quality

adequate?

reliable?

Service

Con-

sumer

affordable?

economical?

Service

Customer

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Service Effectiveness

Service Cost

Service Price

Service Quality

adequate?

reliable?

Service

Con-

sumer

affordable?

economical?

Service

Customer

Paying cost?

Paying price? Service

Provider

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Service Identifying Service Consumer, Service Object, Benefit

Service Consumer Benefit

Service Specifying Service Quality 12 Standard Service Attributes

Service Specification

Service Composing Service Map & Service Screenplay

Service Concept

Service Orchestrating Service Supplier

& Service Supply Chain Operation Level Agreement

Underpinning Contract

Service Cataloguing Service Specifications Service Catalogue

Service Committing Service Level Specification Service Level Agreement

Service Concerting Providing Readiness & Providing Capacity

On Service triggering: Service rendering

Service Billing Service Price

x Service Count Service Bill

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Intro



Centro


Extro



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A Service is

a set of onetime consumable and perishable benefits,

• ensured by measures of the accountable Service Provider,

• effectuated by system functions and/or activities of Service People,

• committed

• by the ordering Service Customer

• for his authorized Service Consumers

• from his accountable Service Provider,

• rendered

• to an authorized Service Consumer

• on his particular & explicit Service Trigger,

• consumed

• by the triggering Service Consumer

• for executing his upcoming business activity.

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A benefit is

a purposeful change of status

on a particular object,

that fulfils concrete requirements.

Service =

benefit

on service object

Service Identifying

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Value Creation

Business Process Service Consuming

Service

Consumer

ICT-based

Service

The Service Consumer is the critical success factor for service rendering

• He triggers a separate service when he needs one & configures it situationally & particularly.

• He is involved in service rendering a 100%.

• He feels any service impairment instantaneously & inevitably.

• He needs & utilizes the benefits of the service for executing his upcoming activity.

• He creates the business value by consuming & utilizing the service-specific benefits.

• He is an external factor from the perspective of the accountable Service Provider.

The Service Consumer spares himself service-relevant equipment & training.

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Value Creation


Service

Consumer

ICT-based

Service

The authorized Service Consumer is self-governed concerning

• service triggering, i.e. point in time & location

• service triggering rate, i.e. how often per period he triggers a service

• service access system, e.g. desktop or notebook or softphone for E-Mailing-Services

• service configuring depending on his situational & particular needs

• consuming & utilizing the service-specific benefits

• commercial value creation out of the service-specific benefits

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Life

& Limb

Goods

& Chattels

Data

& Documents

Rights

& Claims

Service Consumer

S e r v i c e O b j e c t T y p e s

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Intro



Centro


Extro



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Service Identifying

Service Specifying

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Designation of the service

No. Attribute name Bronze Silver Gold Data type/measuremt. unit

01 Service Consumer Benefits free description

02 Service-specific Functional Parameters service-specific

03 Service Delivery Point location, interface

04 Service Consumer Count Number

05 Service Delivering Readiness Times Daytime hours

06 Service Consumer Support Times Daytime hours

07 Service Consumer Support Languages Languages

08 Service Fulfilment Target %

09 Service Impairment Duration hh:mm

10 Service Delivering Duration hh:mm:ss

11 Service Delivery Unit service-spezifisch

12 Service Delivering Price €

clear, complete & consistent

all 12 attribute values combined

applying for each triggered service

2 pages per service specification

offering for the Service Consumer

Attributes 01 – 11 for service quality & attribute 12 for service price

Serv

ice

Qu

ality

Service Price

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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

Per Service Level one set of 12 attribute values

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No. Attribute name In ITIL V3, Service Value is paraphrased with

01 Service Consumer Benefits Service Utility

Fitness for consumption

What the service consumers consumes

02 Service-specific Functional Parameters

03 Service Delivery Point

04 Service Consumer Count

Service Warranty

Fitness for rendering

How the service will be rendered

05 Service Delivering Readiness Times

06 Service Consumer Support Times

07 Service Consumer Support Languages

08 Service Fulfilment Target

09 Service Impairment Duration

10 Service Delivering Duration

11 Service Delivery Unit

12 Service Delivering Price

Coherent Designation: ICTilities – ICT-based Utility Services

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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

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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 Delivery 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

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Measurement unit

Bronze Silver Gold

05 Service Delivering 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 ConsumerSupport Languages

07.01 Russian X X X National

language 07.02 English X X X

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Measurement unit

Bronze Silver Gold

08

Service Fulfilment 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 Delivering 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 Delivery 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


12.01 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 €

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Delivering copy 1

Delivering copy 2

Delivering copy 3

Making

copies

of the

original

E-Mail

E-Mailing

Service

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Service Consumer

Service Customer

Service Concept

Service Bill

Service Identifying

Service Specifying

Service Composing

Service Orchestrating

Service Cataloguing

Service Committing

Service Concerting

Service Billing

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Intro



Centro


Extro



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Service Concept

Service Identifying

Service Specifying

Service Composing

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Business Process

Value Creation

Expected

Service Experienced

Service

Rendered

Service

Service Contract

Committed

Service

Composed

Service

Perceived

Service

1

3

4

2

5

Service Gap

Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties)

Service

Con-

sumer

Service

Customer

Service

Provider

http://www.12manage.com/methods_zeithaml_servqual.html

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Potential Gap in Service Quality Counter Measure

1. between expected and perceived Preparing


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2. between perceived and committed Service Contract with





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3. between perceived and composed Composing continuous

Service Concept

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Service Concept

4. between composed and rendered Preparing Service Map

with service contributions

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Service Concept



5. between rendered and experienced Preparing

Service Screenplay

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Service Concept



5. between rendered and experienced Preparing

Service Screenplay

Continuously from

service expectation

up to

service experience

of the

triggering Service

Consumer

Continuously from

service specification

up to the course

of service rendering

to the

triggering Service

Consumer

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Service Providing Activity Explanation Service Contribution

Writing e-mail Employee writes e-mail content and attaches files none

Triggering an e-mailing service Authorized Service Consumer clicks on ‘Send’-Button none

Replicating the original e-mail Copy of the original e-mail is replicated from e-mail client

system to the inbound e-mail server of the e-mail account Replicating service

Scanning e-mail content & attachments

on viruses and malware Existing viruses or malware are identified, isolated & eliminated Antivirus service(s)

Authenticating given e-mail addresses

and the accounts related in- and external accounts are identified & checked LDAP service(s)

Addressing e-mail hosts and other

service-relevant IT systems

Determining IP addresses for hostnames for other e-mail

server systems, e-mail gateway server, SMTP gateway DNS service(s)

Routing e-mail copies Determining e-mail routes to target domains E-mail routing service(s)

Generating e-mail copies Compiling one e-mail copy per addressee Copying service(s)

Forwarding e-mail copies Forwarding either to an internal e-mail server system or to the

SMTP gateway towards external e-mailing service supplier

Storing & forwarding

service(s)

Delivering e-mail copies Delivering accounted by the committed in- or external service

supplier E-mail delivering service(s)

Sending back a delivery receipt Generally or on dedicated request E-mail reception

acknowledgement service

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Server Device

Housing Services

Server OS

Hosting Services

Storage System

Housing Services

Content

Housing Services

Backend Application

Hosting Services

Backend Application

Maintaining Services

Network System

Managing Services

Data Transporting

Services

DHCP

Services

DNS

Services

Workplace System

Delivering Services

Workplace Environment

Rental Services (WERS)

LDAP

Services

User Identity Managing Services

Virtual

Desktop

Services

Firewalling

Services

Logon/Logoff

Services

Anti-Virus

Services

E-Mailing

Service

Collaboration

Service

Unified Communi-

cation Service

Anti-Spam

Services

Anti-Fraud

Services

Service Consumer Supporting Services

Internet Access

Services

Other

ICTBSS

Other

ICTBSS

Other

ICTBSS

Other

ICTBSS

Other

ICTBSS

Software Provision

Services

Each & every ICT-system based Business Support Services (ICTBSS)

is aggregated from the same standard service contributions.

29.05.2012 - 39 - © OMNINET


Server Device

Housing Services

Server OS

Hosting Services

Storage System

Housing Services

Content

Housing Services

Backend Application

Hosting Services

Backend Application


Network System

Managing Services

Data Transporting

Services

DHCP

Services

DNS

Services

Workplace System

Delivery Services


Rental Services (WERS)

LDAP

Services


Virtual

Desktop

Services

Firewalling

Services

Logon/Logoff

Services

Anti-Virus

Services

E-Mailing

Service

Collaboration

Service

Unified Communi-

cation Service

Anti-Spam

Services

Anti-Fraud

Services


Internet Access

Services

Other

ICTBSS

Other

ICTBSS

Other

ICTBSS

Other

ICTBSS

Other

ICTBSS

Software Provision

Services

Each & every standard service contribution must be specified only once

by means of the 12 standard service attributes.

29.05.2012 - 40 - © OMNINET


Server Device

Housing Services

Server OS

Hosting Services

Storage System

Housing Services

Content

Housing Services

Backend Application

Hosting Services

Backend Application


Network System

Managing Services

Data Transporting

Services

DHCP

Services

DNS

Services

Workplace System

Delivery Services


Rental Services

LDAP

Services


Firewalling

Services

Logon/Logoff

Services

Anti-Virus

Services

E-Mailing

Service

Anti-Spam

Services


Internet Access

Services

Software Provision

Services

Any triggered e-mailing service is aggregated from scratch per real time transaction

out of the marked standard service contributions in different quantities, if necessary.

29.05.2012 - 41 - © OMNINET


1. Service Specification

• binding start document for the service concept

• single reference document up to service billing

2. Service Map

• compilation of required service contributions

• determination of appropriate servuction depth

3. Service Screenplay

• course of service rendering

• aggregation of service contributions to the triggered service

29.05.2012 - 42 - © OMNINET


Service Screen-

play

Service Map

Service Specifi-cation

1. Service

specification

drives

2. Service

Map

transmissions

3. Service

Screenplay

enacts

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Intro



Centro


Extro



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Service Identifying

Service Specifying

Service Composing


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Service Identifying

Service Specifying

Service Composing


Service Orchestrating in-/external

Service

Suppliers

Service

Contri-

bution

Service

Contri-

bution

Service

Contri-

bution

Service

Contri-

bution

Service

Contri-

bution

Internal Service Supplier External Service Supplier

Service

Provider

29.05.2012 - 46 - © OMNINET


Intro



Centro


Extro



29.05.2012 - 47 - © OMNINET


29.05.2012 - 48 - © OMNINET


Service Catalogue

Service Identifying

Service Spezifying

Service Composing


Service Cataloguing

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Service Concerting

Service Consuming Service Committing

Service

Customer

Service

Consumer

Service

Provider

Goods

Catalogue System

documentation

(CMDB/CMS)

Asset

Inventory

Ordering,

Delivering &

Inventoring

Docu-

menting

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System

Documentation

(CMDB/CMS)

Goods

Catalogue Asset

Inventory

Ordering,

Delivering &

Inventoring

Docu-

menting

Register of goods

which can be

ordered & utilized

for rendering ICT-

based Business

Support Services

(ICTBSS)

Register of all

relevant items

which have been

procured & are

utilized

for rendering

ICTBSS

Detailed

(technical)

documentation of

all ICT-systems,

which are utilized

for rendering

ICTBSS

Register of

specifications for

ICT-based

Business Support

Services

which can be

committed per SLA

/ service contract

29.05.2012 - 51 - © OMNINET


Register of

specifications for

ICT-based

Business Support

Services

which can be

committed per SLA

/ service contract

Register of

prepared

service concepts

for offered

services

Register of

service contracts

/ SLAs

which have been

commissioned by

service consumers

The service specification is the quintessential connector

SLA

List of authorized

service consumers

SLA

List of authorized

service consumers

SLA

List of authorized

service consumers

29.05.2012 - 52 - © OMNINET


29.05.2012 - 53 - © OMNINET


Intro



Centro


Extro



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Service Catalogue

SLA template

Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

List of

authorized

service consumers

29.05.2012 - 55 - © OMNINET


1 SLA-Identification

1.1 SLA-ID

1.2 Period of SLA validity

1.3 Service Customer

1.4 Service Consumers

1.5 Service Provider

1.6 Short Service Description

1.7 Liabilities

1.8 Committment and Signatures

1.8.1 Service Customer

1.8.2 Service Provider

1.9 Reference documents

2 Service Specification

3 Appendix

3.1 List of authorized Service Consumers

3.2 Explanation 12 Service Attributes

3.4 ARCI-model for liabilities

Service

Customer

Service

Consumer

Service

Provider

29.05.2012 - 57 - © OMNINET


Service Concerting

and/or

Service Triathlon in-/external

Service

Suppliers 1. Establishing & keeping up

service providing readiness

2. Keeping up & adjusting

service providing capacity

Service Consuming

Service

Service

Service

Service

Service

Service

Provider

Service

29.05.2012 - 59 - © OMNINET


E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers

Reference

Period

Trigger

Rate

Potential Service

Emergence

Bronze

50 consumers

Silver

40 consumers

Gold

10 consumers Total

Hour 3 300 15 € 36 € 30 € 81 €

Day 24 2.400 120 € 288 € 240 € 648 €

Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €

+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €

Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €

Total amount service revenue per month 13.860 € (for 100 Service Consumers)

Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

29.05.2012 - 60 - © OMNINET


Service Profit Ratio

Service Cost

Service Price

Service

Quality

Utility Service Power Supply

Reference unit kWh

Electricity rate 0,12 €/kWh

Generating cost 0,04 €/kWh

Earning ratio 0,08 €/kWh

ICTility Service

Reference unit ??????????

Service price ? / ?unit?

Service cost ? / ?unit?

Earning ratio ? / ?unit?

Utility Service

Provider knows

reference unit &

earning ratio

ICT Service Provider

neither knows the

reference unit nor

the earning ratio

29.05.2012 - 61 - © OMNINET
















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

Per Service Level one set of 12 attribute values

29.05.2012 - 62 - © OMNINET


• Reference unit for service consumption (price) Service Delivery Unit

• ??,?? € per Service Delivery Unit Service Delivering Price

• ??,?? € per Service Delivery Unit Service Cost

• ??,?? € per Service Delivery Unit Service Profit Ratio


No. Attribute name Attribute value Data type/measuremt. unit

01 Service Consumer Benefits Listing benefits Free text description

… … …

11 Service Delivery Unit Basic portion of benefits service-specific

12 Service Delivering Price Definitive price data Amount in €, $

29.05.2012 - 63 - © OMNINET


Value Creation


Service

Consumer Service Triggering Rate

per Service Consumer

3 E-Mailing-Services/hour

Service Level Agreement

Service Level Bronze

Authorized

Service Consumers

29.05.2012 - 64 - © OMNINET


Value Creation

Businss Process Service Consuming

Service

Consumer

potential

Service Triggering Emergence

for 100 Service Consumers

100 x 3 E-Mailing-Services/hour

= 300 E-Mailing-Services/hour

Service Triggering Rate

per Service Consumer

3 E-Mailing-Services/hour

E-Mailing-Services for 100 Service Consumers

Reference

period

Service Triggering

Rate

Service Triggering

Emergence

hour 3 300

day 24 2.400

week 120 12.000

month 480 48.000

year 4.800 480.000

1 (Work) Day = 8 (Work) Hours

1 (Work) Month = 20 (Work) Days

1 (Work) Year = 200 (Work) Days

29.05.2012 - 65 - © OMNINET


Basic specification for E-Mailing Service

No. Attribute name & short description Attribute value for Service Level Data type

Measurmt Unit Bronze Silver Gold

08

Service Fulfilment Target Ratio of successfully rendered e-mailing services and



95,00 97,00 98,00 %

09 Service Impairment Duration 00:40 00:30 00:20 hh:mm

10

Service Delivering Duration Maximum allowable 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 Delivery Unit Basic portion for rendering an e-mailing service to the

triigering 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


12.01 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

200 300 500 €

12.03

Service Consumption Price option 2: Volume-based

Staged fixed price per consumed service volume per

service consumer per month

1 – 5.000 : tbd

5.001 – 10.000 : tbd

> 10.000 : tbd

1 – 7.000 : tbd

7.001 – 12.000 : tbd

> 12.000 : tbd

1 – 8.000 : tbd

8.001 – 15.000 : tbd

> 15.000 : tbd

€

12.04 Service Consumption Pric eoption 3: Unit-based Fixed price per consumed service delivery unit 0,10 0,30 1,00 €

29.05.2012 - 66 - © OMNINET


Basic specification for E-Mailing Service

No. Attribute name & short description Attribute value for Service Level Data type

Measurmt Unit Bronze Silver Gold

08

Service Fulfilment Target

Ratio of successfully rendered e-mailing services and



95,00 97,00 98,00 %

12 Service-Erbringungspreis

12.01 Mandatory: Service Access Price

per authorized service consumer per month 5,00 7,50 10,00 €

12.04 Service Consumption Price, option 3: Unit-based

Fixed price per consumed service delivery unit 0,10 0,30 1,00 €

E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers

Reference

Period

Triggering

Rate

Potential Service

Emergence

Bronze

50 consumers

Silver

40 consumers

Gold

10 consumers Total

Hour 3 300 15 € 36 € 30 € 81 €

Day 24 2.400 120 € 288 € 240 € 648 €

Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €

+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €

Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €

Total amount service revenue per month 13.860 € (for 100 Service Consumers)

optimal case: Service

Fulfilment Grade

100%

29.05.2012 - 67 - © OMNINET


Service Revenue

Service Efforts

efforts for Service Providing

Readiness

efforts for

Service Providing Capacity

particular effort for individual

Service Rendering

Service Triggering Rate per authorized Service Consumer

effective Service Trigger Emergence

x Service Delivering Price

29.05.2012 - 71 - © OMNINET


Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

1: established

29.05.2012 - 72 - © OMNINET


Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

2: specified

1: established

29.05.2012 - 73 - © OMNINET


Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

3: composed

2: specified

1: established

29.05.2012 - 74 - © OMNINET


Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

4: conducted

3: composed

2: specified

1: established

29.05.2012 - 75 - © OMNINET


Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

5: optimized

4: conducted

3: composed

2: specified

1: established

29.05.2012 - 77 - © OMNINET


Paul G. Huppertz

ICT-Consultant & System Architect

Service Composer & Meta Service Provider

Your questions?

My answers!

E-Mail [email protected]

Mobile +49-1520-9 84 59 62

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mailto:[email protected]

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