Services
Overview
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 across the enterprise ecosystem.
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, while maintaining focus on customer experience and value creation throughout the service lifecycle.
Schema Version: 2.2
Last Updated: August 2025
License: Creative Commons Attribution-ShareAlike 4.0 (CC BY-SA 4.0)
What is a Service?
A service represents any distinct activity or process performed to deliver value through ongoing interaction with customers, stakeholders, or internal users. Services are characterized by their intangible nature, simultaneous production and consumption, and focus on experiences and outcomes rather than physical goods. In the context of enterprise architecture, services serve as key value delivery mechanisms that connect organizational capabilities with stakeholder needs.
Services are fundamentally about value co-creation - how to design it, deliver it, experience it, and continuously improve it. This applies across all contexts from customer-facing services to internal support functions, from digital platforms to physical service experiences, from standardized offerings to highly personalized interactions.
Core Components
The Services domain includes essential elements that work together to provide comprehensive service management:
Service Features: Specific capabilities, interactions, or characteristics that define what the service does and how it delivers value
Service Journey: Complete customer/user experience from initial contact through service completion and follow-up
Service Delivery: Processes, resources, and touchpoints through which services are provided
Performance Management: Metrics, SLAs, and quality frameworks that ensure service excellence
Stakeholder Engagement: Network of participants involved in service creation, delivery, and consumption
Service Attributes
Attribute | Type | Description | Example | Required |
|---|---|---|---|---|
| String | The name or title of the Service | "Rail Freight Transport Service", "Customer Support Portal" | ✓ |
| String | A detailed explanation of what the Service entails | "End-to-end freight transportation service using the national rail network" | ✓ |
| String | The intended purpose or benefit of the Service | "To provide reliable, cost-effective freight transportation solutions" | ✓ |
| String | The individual or team responsible for the Service | "James Wilson, Director of Freight Operations" | ✓ |
| String | The Organization unit the Service belongs to | "Freight Operations Division" |
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| Enum | Broad categorization of service type |
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| Enum | Specific type of service |
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| Enum | How the service is delivered |
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| Enum | Service tier or quality level |
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| String | The SLAs associated with the Service | "98% on-time delivery, maximum delay of 2 hours for priority shipments" |
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| Array[Enum] | The channels through which the Service is provided |
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| String | The methods for collecting and analyzing customer feedback | "Post-delivery satisfaction surveys, annual customer interviews" |
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| String | The sequence of activities and interactions that comprise Service delivery | "Booking request → Cargo inspection → Loading → Transport → Tracking" |
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| String | The touchpoints and experiences throughout Service delivery | "Inquiry → Quote → Contract → Scheduling → Tracking → Delivery" |
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| String | Other Services, systems, or resources required for Service delivery | "Track maintenance services, locomotive fleet management" |
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| String | The individuals or groups involved in or impacted by Service delivery | "Shippers, receivers, rail network operations team" |
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| String | Metrics used to measure Service effectiveness and value delivery | "On-time delivery percentage, customer satisfaction score" |
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| String | Methods for gathering and implementing Service improvements | "Quarterly performance reviews, customer feedback integration" |
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| String | Required resources for consistent Service delivery | "Locomotive allocation system, crew scheduling software" |
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| String | Identified risks to Service delivery and mitigation strategies | "Weather contingency plans, security protocols for high-value cargo" |
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| String | How the Service supports Organization objectives and outcomes | "Supports national freight mobility goals, carbon reduction initiatives" |
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| String | Standards and procedures for ensuring Service quality | "ISO 9001 certified operations, monthly safety inspections" |
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| String | Mapping of how value flows through the Service delivery process | "Initial customer inquiry → Contract → Service delivery → Invoice" |
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| Array[Enum] | Regulatory and Policy requirements affecting Service delivery |
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| Array[Enum] | Primary users or beneficiaries of the service |
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| String | Service availability schedule and requirements | "24/7 tracking, business hours customer support, emergency on-call" |
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| String | Service capacity limits and scaling capabilities | "Maximum 500 concurrent shipments, auto-scaling for peak seasons" |
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| String | Pricing structure and cost model | "Per-mile rates, volume discounts, premium service surcharges" |
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| String | What differentiates this service from alternatives | "Real-time tracking with 99.5% accuracy, carbon-neutral options" |
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| String | Systems, platforms, or services this service integrates with | "ERP systems, warehouse management, GPS tracking platforms" |
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| Enum | Degree of automation in service delivery |
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| String | Service scaling capabilities and constraints | "Horizontally scalable with cloud infrastructure, seasonal capacity planning" |
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| Enum | Current stage in service lifecycle |
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| String | Areas for service innovation and enhancement | "AI-powered route optimization, blockchain-based tracking" |
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| String | Environmental and sustainability considerations | "Carbon offset programs, electric vehicle integration" |
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| String | Accessibility features and accommodations | "Multi-language support, disability-friendly interfaces" |
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| String | Security measures and protocols | "End-to-end encryption, role-based access control" |
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| Enum | Revenue or value creation model |
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| Array[Enum] | Target customer segments |
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| String | Core value delivered to customers | "Reduce transportation costs by 25% while improving delivery reliability" |
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| String | Key metrics that define service success | "Customer retention rate, Net Promoter Score, first-call resolution" |
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| String | Approach to managing service changes and updates | "Phased rollouts, customer communication, training programs" |
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| String | How service knowledge is captured and shared | "Service documentation, best practices database, training materials" |
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| Array[Object] | Specific features or components of the service | See Service Feature Elements below |
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Enhanced Enumeration Values
Service Category (serviceCategory)
Value | Description | Example |
|---|---|---|
| Services directly interfacing with external customers | Customer support, sales assistance, account management |
| Internal or external support and assistance services | Technical support, help desk, maintenance services |
| Core operational and business process services | Manufacturing, logistics, quality control |
| Administrative and business management services | HR services, finance, procurement, legal |
| Technology-enabled and digital services | Web applications, mobile apps, API services |
| Expert knowledge and consulting services | Consulting, training, advisory, project management |
| Foundational technology and facility services | IT infrastructure, facilities management, utilities |
Service Type (serviceType)
Value | Description | Example |
|---|---|---|
| Movement and logistics services | Freight, passenger, delivery, shipping |
| Advisory and expertise services | Strategic consulting, technical advisory, compliance |
| Upkeep and repair services | Equipment maintenance, facility maintenance, software updates |
| Assistance and help services | Customer support, technical support, user assistance |
| Technology platform services | Software platforms, infrastructure platforms, marketplaces |
| Application programming interface services | Data APIs, integration APIs, microservices |
| Data analysis and insight services | Business intelligence, reporting, data science |
| Education and skill development services | Employee training, customer education, certification |
| Oversight and tracking services | System monitoring, compliance monitoring, performance tracking |
| Connection and interoperability services | System integration, data integration, workflow automation |
Delivery Model (deliveryModel)
Value | Description | Example |
|---|---|---|
| Customer-initiated and self-managed | Online portals, mobile apps, self-checkout |
| Human-assisted service delivery | Guided support, consultation, personal assistance |
| Technology-driven automated delivery | Chatbots, automated workflows, AI-powered services |
| Service provided when requested | Ride sharing, food delivery, technical support |
| Pre-planned service delivery | Maintenance schedules, regular deliveries, appointments |
| Ongoing, always-available service | Monitoring services, SaaS platforms, utility services |
| Combination of multiple delivery models | Blended human and automated, multi-channel |
Service Level (serviceLevel)
Value | Description | Example |
|---|---|---|
| Standard service with essential features | Basic support, standard delivery, core functionality |
| Enhanced service with additional features | Priority support, faster delivery, extended features |
| High-quality service with premium features | 24/7 support, express delivery, advanced features |
| Comprehensive service for large organizations | Dedicated support, custom SLAs, enterprise features |
| Highest priority service for critical needs | Real-time support, guaranteed uptime, disaster recovery |
Channels (channels)
Value | Description | Example |
|---|---|---|
| Web-based service interface | Customer portals, admin dashboards, service websites |
| Mobile application interface | iOS/Android apps, progressive web apps |
| Telephone-based service delivery | Call centers, phone support, voice services |
| Face-to-face service delivery | Physical locations, field services, on-site support |
| Programmatic service interface | REST APIs, GraphQL, web services |
| Email-based service delivery | Email support, automated notifications, newsletters |
| Real-time messaging interface | Live chat, instant messaging, chatbots |
| Social platform service delivery | Facebook, Twitter, LinkedIn support |
| Third-party delivery partners | Resellers, distributors, authorized dealers |
Target Audience (targetAudience)
Value | Description | Example |
|---|---|---|
| Organization's own workforce | HR services, IT support, internal tools |
| Paying customers and clients | Customer support, product services, account management |
| Business partners and collaborators | Partner portals, joint services, integration support |
| Suppliers and service providers | Vendor management, procurement services, supplier portals |
| Government agencies and officials | Regulatory reporting, compliance services, public sector |
| General public and communities | Public transportation, emergency services, information services |
Automation Level (automationLevel)
Value | Description | Example |
|---|---|---|
| Primarily human-delivered service | Personal consultation, manual processing, human support |
| Combination of human and automated elements | Automated workflows with human oversight, hybrid support |
| Mostly automated with minimal human intervention | AI-powered services, automated processing, exception handling |
| Complete automation without human intervention | Fully automated workflows, self-healing systems, lights-out operations |
Lifecycle (lifecycle)
Value | Description | Example |
|---|---|---|
| Service conception and planning phase | Requirements gathering, feasibility studies, design planning |
| Service creation and testing phase | Service development, testing, pilot programs |
| Service introduction and rollout | Market launch, initial deployment, customer onboarding |
| Steady-state service delivery | Normal operations, ongoing delivery, maintenance |
| Service improvement and evolution | Feature additions, process improvements, optimization |
| Service discontinuation and migration | Service sunset, customer migration, resource reallocation |
Business Model (businessModel)
Value | Description | Example |
|---|---|---|
| Pay-per-use or transaction-based | Consulting hours, per-shipment fees, usage charges |
| Recurring payment model | Monthly/annual subscriptions, service plans |
| Payment based on consumption |
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