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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 Orthogramic, 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. Unlike BIZBOK, which often treats services as outputs of capabilities or components of value streams, Orthogramic integrates Services into 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.
In Orthogramic, 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. For example, a Service might be directly connected to multiple Capabilities that enable its delivery or a Value Stream that outlines the customer journey and interaction points. 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.
One of the significant differences between Orthogramic and BIZBOK is how Service data is managed and adapted. BIZBOK often relies on static documentation, requiring manual updates to maintain relevance as service delivery evolves over time. This approach can limit an organization's ability to quickly adjust Services in response to changing stakeholder needs or internal strategy shifts. Orthogramic, however, uses automation and real-time analytics to keep Service data current and accurate. This means that 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.
Orthogramic's AI-driven capabilities extend to predictive insights around Services. The platform can analyze 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 predictive insights enable organizations to be more proactive in Service management, adjusting processes, resources, or delivery channels based on data-driven forecasts. In contrast, BIZBOK typically handles service evolution in a more reactive manner, relying on periodic updates rather than continuous feedback loops, making it harder to anticipate and respond to rapid changes in stakeholder needs.
In Orthogramic, the integration of Services with performance metrics is a key differentiator from BIZBOK. 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 is absent in traditional BIZBOK models, where service performance is often assessed in isolated analysis sessions or reviews. Orthogramic's approach ensures that Services are continuously evaluated and refined to meet both strategic and operational expectations.
The democratization of Service management is another area where Orthogramic diverges from BIZBOK. In BIZBOK, service management is often a specialized task handled by business architects or service managers, relying on static frameworks and hierarchical decision-making. Orthogramic, on the other hand, empowers a wider range of roles within the organization to engage with Service data, from front-line staff to operations and support teams. This collaboration is facilitated by Orthogramic's intuitive interface, enabling diverse perspectives to influence service design and refinement, ensuring that the service delivery is not only strategically aligned but also operationally excellent.
Furthermore, Orthogramic's iterative methodology for Service management contrasts with BIZBOK's more linear approach. In Orthogramic, Services can be continuously refined through experience mapping, service blueprinting, and agile adjustments. This allows organizations to simulate changes, forecast outcomes, and implement iterations without the need for extensive documentation overhauls. In BIZBOK, making adjustments to a Service can require significant rework, as updates often involve revisiting static documents and frameworks that may not reflect the interconnected nature of modern service environments.
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.
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Relationship of Domain, Attributes, Elements and Sub-ElementsTo understand the Relationship of Domain, Attributes, Elements and Sub-Elements, see: https://orthogramic.atlassian.net/wiki/spaces/OM/pages/245137488/Domain+Attributes+Elements#The-relationships-between-Business-Architecture-Domains%2C-Attributes%2C-Elements-and-Sub-Elements |
Service attributes
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Domain
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Attribute
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Description
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Example
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service
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Title
Services are embedded in the business architecture framework 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 |
|---|---|---|
| The name or title of the Service. | "Rail Freight Transport Service" |
| A detailed explanation of what the Service entails. | "End-to-end freight transportation service using the national rail network, including cargo loading, transport, tracking, and delivery to specified destinations." |
| The intended purpose or benefit of the Service. | "To provide reliable, cost-effective, and environmentally sustainable freight transportation solutions for businesses across the country." |
| The individual or team responsible for the Service. | "James Wilson, Director of Freight Operations" |
| The Organization unit the Service belongs to. | "Freight Operations Division" |
| The SLAs associated with the Service. | "98% on-time delivery, maximum delay of 2 hours for priority shipments, 24-hour customer service response time" |
| The channels through which the Service is provided. | "Online booking portal, mobile app, customer service centers, authorized freight agents" |
| The methods for collecting and analyzing customer feedback. | "Post-delivery satisfaction surveys, annual customer interviews, online feedback form, dedicated customer feedback hotline" |
| The sequence of activities and interactions that comprise the Service delivery |
Classroom training (160 hrs), field practice (240 hrs), certification exam
service
Description
. | "Booking request → Cargo inspection → Loading → Transport → Tracking → Unloading → Delivery confirmation → Billing" |
| The touchpoints and experiences throughout Service delivery |
Initial assessment, core training, specialization tracks, certification, continuing education
service
Purpose
. | "Inquiry → Quote → Contract → Scheduling → Tracking → Delivery → Feedback → Repeat business" |
| Other Services, systems, or resources required for Service delivery |
Training facilities, certified instructors, simulation equipment
service
. | "Track maintenance services, locomotive fleet management, signal systems, weather monitoring systems, cargo handling equipment" |
| The individuals or groups involved in or impacted by Service delivery |
Railroad safety inspectors, railroads, unions, state agencies
service
. | "Shippers, receivers, rail network operations team, maintenance crews, regulatory authorities, adjacent property owners, connecting transport providers" |
| Metrics used to measure Service effectiveness and value delivery |
Certification success rate: 94%, Post-training incident reduction: 45%
service
Service Level Agreements
. | "On-time delivery percentage, average transit time, fuel efficiency per ton-mile, customer satisfaction score, incidents per million ton-miles" | |
| Methods for gathering and implementing Service improvements. | "Quarterly |
service
performance reviews, root cause analysis of delays, customer feedback integration, annual service enhancement planning" | |
| Required resources for consistent Service delivery |
15 certified trainers, 8 training facilities, $12.5M annual budget
service
Customer Feedback
. | "Locomotive allocation system, crew scheduling software, fuel management program, maintenance resource planning" |
| Identified risks to Service delivery and mitigation strategies |
Instructor availability, equipment maintenance, regulatory changes
service
Process Flow
. | "Weather contingency plans, security protocols for high-value cargo, hazardous materials handling procedures, alternative routing strategies" |
| How the Service supports Organization objectives and outcomes |
Ensures inspector competency for safety oversight mission
service
Customer Journey
. | "Supports national freight mobility goals, carbon reduction initiatives, economic development in underserved regions" | |
| Standards and procedures for ensuring Service quality. | "ISO 9001 |
service
certified operations, monthly safety inspections, cargo handling standards, service quality audits" | |
| Mapping of how value flows through the Service delivery process |
Training delivery, skill development, certification, field application
service
Stakeholder Network
. | "Initial customer inquiry → Contract → Service delivery → Invoice → Payment → Feedback → Service refinement" |
| Regulatory and Policy requirements affecting Service delivery |
49 CFR Part 243 - Railroad Safety Training
service
. | "Federal Railroad Administration regulations, EPA environmental standards, state-specific transport regulations, OSHA workplace safety requirements" |
Service Features Element
Sub-Element | Description | Example |
|---|---|---|
| The name or title of the Service element |
Track Inspector Certification Program
service
. | "Real-time Cargo Tracking" |
| A detailed explanation of what the Service element entails |
Specialized certification program for track safety inspectors
service
. | "GPS-based tracking system providing customers with real-time location and status updates of their freight shipments." |
| The intended purpose or benefit of the Service element |
Ensure inspector competency in track safety standards and inspection procedures
service
. | "To provide transparency and certainty for customers about their cargo location and estimated arrival times." |
| The individual or team responsible for the Service element |
Track Inspector Certification Manager
service
. | "Sarah Johnson, Head of Digital Services" |
| The Organization unit(s) involved in the Service element |
Track Safety Training Division
service
. | "Technology and Customer Experience Department" |
| The SLAs associated with the Service element |
Certification completion within 45 days, 98% examination pass rate
service
. | "99.5% system uptime, location updates every 15 minutes, maximum latency of 2 minutes for status changes" |
| The channels through which the Service is provided |
Classroom training, field exercises, online modules
service
. | "Web portal, mobile application, SMS alerts, email notifications, API integration for enterprise customers" |
| The methods for collecting and analyzing customer feedback |
Assessment scores, field performance evaluations, satisfaction surveys
Service Features Element
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Element
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Sub-Element
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Description
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Example
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serviceElement
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Title
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The sequence of activities and interactions that comprise the Service delivery
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Core training, specialization modules, practical assessment, final certification
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serviceElement
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Description
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The touchpoints and experiences throughout Service delivery
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Application, training modules, field practice, examination, certification
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serviceElement
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Purpose
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Other Services systems or resources required for Service delivery
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Training materials, track access, inspection tools
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serviceElement
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Owner
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Services that are connected to or support this Service element
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Continuing education programs, specialized equipment training
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serviceElement
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orgUnitTitle
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Metrics used to measure Service effectiveness and value delivery
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First-time certification rate: 91%, Inspector retention rate: 94%
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serviceElement
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Service Level Agreements
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Methods for ensuring Service quality and consistency
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Standardized testing, peer review process
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serviceElement
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Channels
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Resources needed to deliver the Service element
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4 certified trainers, inspection equipment sets, training facilities
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serviceElement
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Customer Feedback
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The name or title of the performance metric
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Track-Related Accident Rate
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. | "In-app feedback option, tracking system usage analytics, quarterly customer satisfaction surveys, feature request portal" |