The Service Model, also known as Service Management Modelrepresents a comprehensive framework, which defines all aspects relevant to carrying out an integrated and consistent service in all areas.
The Service Model Definition (SMD) process will be carried out mainly during the Transition Phase. The aim at this stage would be to analyze the current Service Model (if any) and determine how to adapt and evolve it to converge on the service according to the contract with the Client and therefore to define the management model.
When designing a Service Management Model, you should meet the following principles:
• Transparency of information favoring the free flow (though controlled) information between the Client and the Provider, so as to reinforce and strengthen long-term relationships based on mutual trust.
• Objectivity: To ensure the competitiveness of the proposed solutions in contrast with best practices accepted by the market. This method improves learning and benchmarking with other products, services, methods, processes and similar procedures, encouraging continual service improvement.
• Simplicity: It is key to the operation of a service to be successful, as it reduces the risks associated with the activities of the service and resistance to change, and reduces unnecessary costs related to the management.
• Flexibility: It is extremely important that a management model adapt to the changing conditions of service and customer business. This involves carrying out an effective change management (new technologies, service lines, process models, etc.).
• Thoroughness: Applying all the rules, procedures and instructions in force at all times.
The Service Management Model, can encompass many aspects that will frame the provision of the services within the required quality levels. Among these we can highlight the following elements:
To this end, it is possible to apply the deservedly popular Deming Cycle (Plan – Do – Check – Act). Each cycle of this phase sequence must repeat the process with the aim of consolidating the improvement achieved in the service model:
Within tasks and responsibilities of SMO, fall several key components when defining a Service Model. For the particular case of the SMO implemented by the author, we can clearly see this continued support of the definition, improvement and control of the key elements of the Service Model throughout the lifecycle:
It is important to know the components and guidelines in the design, implementation and control evolution of a Service Management Model; as it becomes a cornerstone around which all services revolve. A complete and consistent definition model largely ensures the provision of the service within the objectives and standards required.
What is your advice about the best way to implement a Service Model?
Author: angelberniz (All Rights Reserved by the author).
Source: Original text (based upon first hand knowledge).
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