The Services domain represents distinct activities or processes performed to deliver value through ongoing interaction with customers and stakeholders. 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.
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 |
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 |
See: https://github.com/Orthogramic/Orthogramic_Metamodel