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The Service Model

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, aims to facilitate understanding of the basic scope thereof, organization and management, as well as mechanisms for monitoring and control by managers and technicians on both Client and Provider sides.

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:

Service Catalogue (ongoing services, pipeline services in project, or services being withdrawn). The focus should be multilevel (see opening picture).
Think on this mutilevel Service Catalog as an Iceberg Model:
• Model of Government of the service, organizational levels (strategic, tactical, operational) and model internal and external relationships.
Communication Plan to regulate the relationships between the various stakeholders of the service, and reporting model reports and other relevant information among stakeholders.
• Processes and Procedures implemented or to be implemented in the service.
• Methodologies implemented or to be implemented in the service.
• Service Level Agreements (SLA) that govern the quality of service delivery within the Client’s needs and requirements.
Other internal and external metrics, and at different levels (strategic, tactical or operational) to support the monitoring, control and continuous improvement of the services in all areas.
• Service Capabilities Plan to ensure that it has the resources and infrastructure necessary to provide the services within agreed quality levels, and to pose how to adapt the capacity of the services to potential changes in demand.
• Tools that support the management and operation of the services.
After reaching the constant stage of the services, and having implemented the model, should not be considered that this is a static element. To make maximum use, it must be adjusted in a gradual approach, focusing on continuous improvement.

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:


In the area of ​​providing services, having a Service Management Office (SMO), ensures continued support to the definition, as the improvement and control of the Service Management 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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