Services
- damian.hickey
What is a Service?
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.
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. | "Booking request → Cargo inspection → Loading → Transport → Tracking → Unloading → Delivery confirmation → Billing" |
| The touchpoints and experiences throughout Service delivery. | "Inquiry → Quote → Contract → Scheduling → Tracking → Delivery → Feedback → Repeat business" |
| Other Services, systems, or resources required for Service delivery. | "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. | "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. | "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 performance reviews, root cause analysis of delays, customer feedback integration, annual service enhancement planning" |
| Required resources for consistent Service delivery. | "Locomotive allocation system, crew scheduling software, fuel management program, maintenance resource planning" |
| Identified risks to Service delivery and mitigation strategies. | "Weather contingency plans, security protocols for high-value cargo, hazardous materials handling procedures, alternative routing strategies" |
| How the Service supports Organization objectives and outcomes. | "Supports national freight mobility goals, carbon reduction initiatives, economic development in underserved regions" |
| Standards and procedures for ensuring Service quality. | "ISO 9001 certified operations, monthly safety inspections, cargo handling standards, service quality audits" |
| Mapping of how value flows through the Service delivery process. | "Initial customer inquiry → Contract → Service delivery → Invoice → Payment → Feedback → Service refinement" |
| Regulatory and Policy requirements affecting Service delivery. | "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. | "Real-time Cargo Tracking" |
| A detailed explanation of what the Service element entails. | "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. | "To provide transparency and certainty for customers about their cargo location and estimated arrival times." |
| The individual or team responsible for the Service element. | "Sarah Johnson, Head of Digital Services" |
| The Organization unit(s) involved in the Service element. | "Technology and Customer Experience Department" |
| The SLAs associated with the Service element. | "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. | "Web portal, mobile application, SMS alerts, email notifications, API integration for enterprise customers" |
| The methods for collecting and analyzing customer feedback. | "In-app feedback option, tracking system usage analytics, quarterly customer satisfaction surveys, feature request portal" |
Services JSON schema
Related content
The Orthogramic Metamodel license: Creative Commons Attribution-ShareAlike 4.0 (CC BY-SA 4.0), ensuring it remains open, collaborative, and widely accessible.