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Introduction
The Service domain in Orthogramic encompasses the activities and processes that your organization performs to deliver ongoing value to customers and stakeholders. This domain provides a holistic view of how Services are linked to Capabilities, Value Streams, and strategic goals, allowing you to manage and optimize your service delivery dynamically. By integrating real-time data and performance metrics, Orthogramic enables you to adapt your Services to changing stakeholder needs and expectations seamlessly. Explore how the Service domain helps you align your value-generating activities with organizational strategy for sustained success.
What is a Service
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?
In the Orthogramic Metamodel, a Service represents a distinct set of The Services domain represents distinct activities or processes performed to deliver value through ongoing interaction with customers and stakeholders. Services are integrated into embedded in the business architecture framework as a primary domain, embedding them into a network of interrelated domains. This holistic approach ensures that a Service is not only well-orchestrated but also adaptable to changing stakeholder needs and closely connected to other strategic elements such as Capabilities, Value Streams, Policies, and Stakeholders.
Services are not isolated processes but are inherently linked to other business architecture domains through a system of attributes, elements, and sub-elements. These relationships allow organizations to track how a Service contributes to achieving strategic objectives, leveraging capabilities, and delivering continuous value to stakeholders. This interconnectedness provides a more comprehensive view of how a Service operates within the organizational ecosystem, ensuring that all aspects—from design to delivery—are in sync with the company's strategic vision.
Real-time analytics help keep Service data current and accurate. The performance, delivery channels, and customer experience of a Service can be updated dynamically as new data is gathered, allowing for rapid adaptation to shifting business conditions.
Predictive insights around Services can be derived from analysis of past interactions, customer behavior, and operational data to predict how a Service might perform under different conditions or how changes to service delivery could impact stakeholder satisfaction. These insights enable organizations to be more proactive in Service management, adjusting processes, resources, or delivery channels based on data-driven forecasts.
The integration of Services with performance metrics is a key feature. Performance indicators are embedded directly within each Service, allowing organizations to measure and track the effectiveness of service delivery in real-time. This includes how well a Service aligns with strategic goals, its contribution to Value Streams, and the satisfaction levels of stakeholders throughout their journey. This real-time feedback loop ensures that Services are continuously evaluated and refined to meet both strategic and operational expectations.
The Service domain democratizes management by empowering a wider range of roles within the organization to engage with Service data, from front-line staff to operations and support teams. This collaboration enables diverse perspectives to influence service design and refinement, ensuring that the service delivery is not only strategically aligned but also operationally excellent.
The iterative methodology for Service management allows Services to be continuously refined through experience mapping, service blueprinting, and agile adjustments. This allows organizations to simulate changes, forecast outcomes, and implement iterations flexibly. This comprehensive, integrated approach enables organizations to remain agile, continuously optimizing Services to meet stakeholder expectations and strategic objectives.
Service utilization and consumption
A service may span one unit and utilised or consumed by others. See https://orthogramic.atlassian.net/wiki/spaces/OM/pages/285016368 for standardised role definitions and usage patterns.
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Relationship of Domain, Attributes, Elements and Sub-Elements
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with connections to capabilities, value streams, and stakeholders.
The domain emphasizes real-time alignment with business capabilities and processes, with performance metrics directly integrated for continuous evaluation and refinement. It supports collaborative approaches to service management by engaging multiple roles across the organization in service design and delivery.
Service domains attributes
Attribute | Description | Example |
Title | The sequence of activities and interactions that comprise the Service delivery | Classroom training (160 hrs), field practice (240 hrs), certification exam |
Description | The touchpoints and experiences throughout Service delivery | Initial assessment, core training, specialization tracks, certification, continuing education |
Purpose | Other Services systems or resources required for Service delivery | Training facilities, certified instructors, simulation equipment |
Owner | The individuals or groups involved in or impacted by Service delivery | Railroad safety inspectors, railroads, unions, state agencies |
orgUnitTitle | Metrics used to measure Service effectiveness and value delivery | Certification success rate: 94%, Post-training incident reduction: 45% |
Service Level Agreements | Methods for gathering and implementing Service improvements | Quarterly curriculum reviews, industry feedback integration |
Channels | Required resources for consistent Service delivery | 15 certified trainers, 8 training facilities, $12.5M annual budget |
Customer Feedback | Identified risks to Service delivery and mitigation strategies | Instructor availability, equipment maintenance, regulatory changes |
Process Flow | How the Service supports Organization objectives and outcomes | Ensures inspector competency for safety oversight mission |
Customer Journey | Standards and procedures for ensuring Service quality | ISO 9001:2015 certified training processes |
Dependencies | Mapping of how value flows through the Service delivery process | Training delivery, skill development, certification, field application |
Stakeholder Network | Regulatory and Policy requirements affecting Service delivery | 49 CFR Part 243 - Railroad Safety Training |
Performance Indicators | The name or title of the Service element | Track Inspector Certification Program |
Continuous Improvement | A detailed explanation of what the Service element entails | Specialized certification program for track safety inspectors |
Resource Management | The intended purpose or benefit of the Service element | Ensure inspector competency in track safety standards and inspection procedures |
Risk Management | The individual or team responsible for the Service element | Track Inspector Certification Manager |
Strategic Alignment | The Organization unit(s) involved in the Service element | Track Safety Training Division |
Quality Framework | The SLAs associated with the Service element | Certification completion within 45 days, 98% examination pass rate |
Value Stream | The channels through which the Service is provided | Classroom training, field exercises, online modules |
Compliance Requirements | The methods for collecting and analyzing customer feedback | Assessment scores, field performance evaluations, satisfaction surveys |
Service Features Element
Sub-Element | Description | Example |
Title | The sequence of activities and interactions that comprise the Service delivery | Core training, specialization modules, practical assessment, final certification |
Description | The touchpoints and experiences throughout Service delivery | Application, training modules, field practice, examination, certification |
Purpose | Other Services systems or resources required for Service delivery | Training materials, track access, inspection tools |
Owner | Services that are connected to or support this Service element | Continuing education programs, specialized equipment training |
orgUnitTitle | Metrics used to measure Service effectiveness and value delivery | First-time certification rate: 91%, Inspector retention rate: 94% |
Service Level Agreements | Methods for ensuring Service quality and consistency | Standardized testing, peer review process |
Channels | Resources needed to deliver the Service element | 4 certified trainers, inspection equipment sets, training facilities |
Customer Feedback | The name or title of the performance metric | Track-Related Accident Rate |
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