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In summary, a Service in Orthogramic is a dynamic, experience-driven set of activities that evolves in real-time to align with stakeholder needs and organizational goals. Services are characterized by their focus on interaction, ongoing value delivery, and measurable customer outcomes. This comprehensive, integrated approach enables organizations to remain agile, continuously optimizing Services to meet stakeholder expectations and strategic objectives. Unlike BIZBOK's traditional, framework-centric view, Orthogramic's methodology is modern, proactive, and inclusive, making Service management a core driver of business success rather than a standalone process.
Service attributes
Domain | Attribute | Description | Example |
service | Title | The |
IT Support Services
Service
Description
A detailed explanation of what the service entails and how it delivers value
24/7 technical support delivered through multiple channels
Service
Purpose
The intended outcome and value proposition of the service
To ensure business continuity through rapid issue resolution
Service
Owner
The individual or team responsible for service delivery and management
Service Delivery Manager
Service
Organizational Unit
The organizational unit(s) responsible for or involved in service delivery
IT Operations, Customer Support
Service
Service Level Agreements
Defined standards and metrics for service delivery and performance
Response within 15 minutes, 99.9% uptime
Service
Delivery Channels
The channels and methods through which the service is provided
Phone, Email, Chat, On-site
Service
Process Flow
sequence of activities and interactions that comprise the |
Service delivery |
Incident logging, triage, resolution, follow-up
Service
Classroom training (160 hrs), field practice (240 hrs), certification exam | ||
service | Description | The touchpoints and experiences throughout |
Service delivery | Initial |
Service
Dependencies
assessment, core training, specialization tracks, certification, continuing education | ||
service | Purpose | Other Services systems or resources required for |
Service delivery |
Network infrastructure, knowledge base
Service
Training facilities, certified instructors, simulation equipment | ||
service | Owner | The individuals or groups involved in or impacted by |
Service
Service delivery |
End users, IT teams, vendors
Railroad safety inspectors, railroads, unions, state agencies | ||
service | Organization Unit | Metrics used to measure |
Service effectiveness and value delivery |
Customer satisfaction, resolution time
Service
Continuous Improvement
Certification success rate: 94%, Post-training incident reduction: 45% | ||
service | Service Level Agreements | Methods for gathering and implementing |
Service improvements |
Customer feedback, service metrics, improvement plans
Service
Resource Management
Quarterly curriculum reviews, industry feedback integration | ||
service | Channels | Required resources for consistent |
Service
Service delivery |
Staff scheduling, tool allocation, knowledge management
15 certified trainers, 8 training facilities, $12.5M annual budget | ||
service | Customer Feedback | Identified risks to |
Service delivery and mitigation strategies |
Service disruption, resource constraints, quality issues
Service
Instructor availability, equipment maintenance, regulatory changes | ||
service | Process Flow | How the |
Service supports |
Organization objectives and outcomes |
Enables digital transformation initiatives
Service
Ensures inspector competency for safety oversight mission | ||
service | Customer Journey | Standards and procedures for ensuring |
Service quality |
ISO 9001 |
Service
:2015 certified training processes | ||
service | Dependencies | Mapping of how value flows through the |
Service delivery process |
From service request to value realization
Service
Compliance Requirements
Regulatory and policy requirements affecting service delivery
Data protection, industry regulations
Service Features Element
Element
Sub-Element
Description
Example
Service Features
Title
Training delivery, skill development, certification, field application | |||
service | Stakeholder Network | Regulatory and Policy requirements affecting Service delivery | 49 CFR Part 243 - Railroad Safety Training |
service | Performance Indicators | The name or title of the |
Service element |
24/7 Customer Support
Service Features
Track Inspector Certification Program | ||
service | Continuous Improvement | A detailed explanation of what the |
Service element entails |
Round-the-clock support services available to customers via multiple channels.
Service Features
Specialized certification program for track safety inspectors | ||
service | Resource Management | The intended purpose or benefit of the |
Service element |
To provide continuous support and enhance customer satisfaction.
Service Features
Ensure inspector competency in track safety standards and inspection procedures | ||
service | Risk Management | The individual or team responsible for the |
Service element |
Customer Service Department
Service Features
Organizational Unit
Track Inspector Certification Manager | ||
service | Strategic Alignment | The Organization unit(s) involved in the |
Service element |
Customer Relations, IT Support
Service Features
Track Safety Training Division | ||
service | Quality Framework | The SLAs associated with the |
Service element |
Response Time within 30 minutes, Resolution Time within 24 hours
Service Features
Certification completion within 45 days, 98% examination pass rate | ||
service | Value Stream | The channels through which the |
Service is provided |
Classroom training, |
Service Features
field exercises, online modules | ||
service | Compliance Requirements | The methods for collecting and analyzing customer feedback |
Assessment scores, field performance evaluations, satisfaction surveys |
Service Features Element
Element | Sub-Element | Description | Example |
serviceElement | Title | The sequence of activities and interactions that comprise the Service delivery | Core training, specialization modules, practical assessment, final certification |
serviceElement | Description | The touchpoints and experiences throughout Service delivery | Application, training modules, field practice, examination, certification |
serviceElement | Purpose | Other Services systems or resources required for Service delivery | Training materials, track access, inspection tools |
serviceElement | Owner | Services that are connected to or support this Service element | Continuing education programs, specialized equipment training |
serviceElement | Organization Unit | Metrics used to measure Service effectiveness and value delivery | First-time certification rate: 91%, Inspector retention rate: 94% |
serviceElement | Service Level Agreements | Methods for ensuring Service quality and consistency | Standardized testing, peer review process |
serviceElement | Channels | Resources needed to deliver the Service element | 4 certified trainers, inspection equipment sets, training facilities |
serviceElement | Customer Feedback | The name or title of the performance metric | Track-Related Accident Rate |