Digitisation of Services_3

© Fox IT SM Limited
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"Using Colours and Paint your Service"
A Roadmap for Digitising Business-Services – Part III
This document provides insight into the development of new (or changed) service
in the a digital business, where services, underpinned by technology supports a
more business, customer facing transaction.
By Dr. Helmut Steigele
Director Central Europe
Fox IT

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Summary
If you want to create impressive works of art – you shold do it like William Turner. He
used impressive colours, canvases and finely tuned inspiration!
Blue Rigi – Joseph Mallord William Turner,
painted in Switzerland 1842
If you need to design viable, sustainable and valued digital services you’ll need the same
ingredients – with reactive environment and collective inspiration!
To close the gap between capturing the customer’s requirements at the beginning of a
service design cycle to the development of a service definition as part of your service
catalogue, there’s one key consideration.
Pic1: Service Design Thinking Flow
How do we simulate, design and develop, and articulate our digital services, which
ultimately guarantee a seamless end-to-end information and process flow (from
customer demand to delivery and support)?
Overall value should be through stakeholder acceptance, financial success and
operational benefits. The challenge for many of our customers is that the official
literature on IT Service Management (ITSM) s itself both rigid and fragmented. Related
to our analogy, we have the ingredients within the ITIL framework and building services
to meet the customer demands and is continuously challenged by business and
operational inhibitors (change management, supplier management, finance
management etc.)

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Navigating the design process by using a Service Design ‘Canvas’
It was during a recent service architecture workshop that a customer asked me:
“Is there a dedicated service design process within ITIL Literature,that we can use to
assure seamless information and process flow for our users?”
My answer was this:
Academically, the ITIL framework itself offers a collection of process recommendations,
which include the aspects of sustainable service offerings and service design.
These recommendations are subsequently translated in a service design project
(covered by the design coordination process). This design process itself does not exist
in a formalised representation within the ITIL literature! It is a skill that is learnt through
experienced practitioners in their roles in developing and improving ITSM environments.
We have the ingredients, but no prescriptive process within the framework for the service
design. However at this point, we should point out that this is an ongoing theme of the
ITIL framework. It is a framework on which our improvement activities are based in the
design and development process – it is not a set of tools and templates that can be
directly implemented or followed.
To ensure that we continue to have happy customers (or focus on making them happier)
and to deliver services that meet the anticipated (and promised) benefits we need to
utilise a Service Design Canvas.
This idea isn’t new. Other industries that practice regular design processes and
business modelling have been using this approach for years and has created a new
wave of innovation in design thinking.

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The activities in the Service Design Canvas approach.
 Build the Value Proposition
o Analyse your customer’s activity and isolate potential customer problems
aligned to their requirements – Describe this demand and the potential
solution you would offer
o Test the initial model of the solutions. How does the customer view the
solution and it’s fit?
o Isolate specific touch-points between you and your customer along the
whole service lifecycle (for example: search – find – request – book –
invoice – inform – update renew or finish)
o Prioritise potential service features (using Kano Model or Benefit Profiling)
o Define specific service features and service levels
 Assure Value Generation
o Think about your target capabilities for the service (managing, processing,
skill-setting and saving knowhow and support services for the related target
service).
o Plan and specify your service resources (headcount, infrastructure,
software, capital)
o Assure a sustainable relation to service critical suppliers (partners)
 Build the Case and monetise your Service
o Isolate your cost drivers and cost streams
o Identify risks and impact of the solution design?
o Setup revenue streams
Pic2: Service Design Canvas

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Reviewing this activity chain, which incorporates the elements of the ITIL framework
(particularly service strategy), we’ll notice that there is now a tangible workflow for the
Service Design process itself – enhanced by logical answers to the “why” and the “how”
of the solution to the customer requirements.
This approach is a great starting point in the approach of ‘design thinking’ and provides
a practical way to define digital entry points to the design of existing and new service
models.
From this stage, further activities are required in describing the offering and the
operational or executional model of the new or changed service. From here, we need
to define how we move this service from it’s design state into an articulated service
definition which can be used by the solution architects?

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Using the Canvas for defining the service in your service catalogue
Before starting with service definitions, we need to think about the structure of the
service catalogue:
The official definition of the service catalogue is: “A database or structured document
with information about all live IT services, including those available for deployment. The
service catalogue is part of the service portfolio and contains information about two types
of IT service: customer-facing services that are visible to the business; and supporting
services required by the service provider to deliver customer facing services.” (Ref:
AXELOS, ITIL®-Glossary)
The crucial term in this definition is ‘structure’. The structure determines the usability of
he service design, it’s fit in the service catalogue and how we can accelerate the
development and support the end-to-end service lifecycle:
By using the canvas below, we can create the service definition aligned to the structure
of the service catalogue.
Pic3: Service Definition Canvas

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We’ve followed this model with a real life example of the booking service for an airline
(a facility via a mobile application or company website):
 What customer issues to be solved?
o Referred to a specific activity flow of customer (i.e. booking a flight)
o Showing the utility and warranty aspects of the whole service offered
o Potential customer benefits
 Where can the end customer access the service?
o Through the company’s website / portal
o Self service terminal at the airport
o Using a Smart Phone or tablet
 Ordering, Billing and Support (including application and portal updates)
o User registration process before granting access to the service
o Dispatch, Confirmation of Booking, Itinerary
o Support contact and Facilities procedures
o Billing Procedures for booked tickets
 Service Features
o Airline and flight search function
o Booking of flights
o Modifying Flight Credentials / selection
o Reserving Seats, Extra Meals, Extra Services
o Smart Boarding Support
o Rent a car etc.
o Requesting Support

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 Supporting Services
o Service Governance (for policy and governance settings)
o Service Management (planning and service changes)
o Service desk (Supporting Users)
o Big Data Operations for on-going management and design
o Application, Self Service terminals and portal maintenance
o Infrastructure Operations etc.
 Supporting Resources
o Budget
o Support and Operations Resources
o Development and Maintenance Resources
o Application management and maintenance
o Infrastructure support , Buildings, Energy
 Supporting Suppliers and Contracts
o Contracts between internal customers of the provider (OLA)
o All underpinning contracts to be aligned together
 Financial Transactions
o Accounting and billing procedures for the service itself
o Charging and accounting procedures for supporting services and
suppliers
This approach all the elements in the design, transition and operation phases of the
service with an industrialised approach. i.e IT operating at the business level.

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Every activity above is defined as a dataset (a component list of specified output objects)
What customer issue is solved? Preparing the “Pitch”
 Referred to a specific activity flow of
customer (for ex. Booking a flight)
On what issue
 Showing there utility and warranty
aspects of the whole service offered
What gain and what pain
relieve for the user
 Stating a desired customer outcome
(like a jingle or pitch)
What is delivered
Where the user accesses the service? Establishing “Touch-points”
and Touch-point related
resources
 Booking portal User Interface Design
 Self service station at airport Self service station –
capacity and location plan
 Android, Apple and Microsoft-based
Tablets and Smart Phones
User Relationship
Management
Ordering, Billing, Support and Application
Updates
Planning the “Pre- and
Post-Service-Procedures
and Resources”
 Registration Flow before granting
service access
Access-Management-Flow
 Information Flow to User Event-Management-Flow to
Customer
 Update Procedures Standard-Change and
Standard-Release-Flow
 Support Hotlines and Facilities Support-Procedures
 Billing Procedures for booked tickets Billing- and Reporting
Procedures
Service Features Planning Resources and
Procedures for the Service
itself
 Searching Flights Digitised Request
 Booking Flights Digitised Request
 Modifying Flight Credentials Digitised Request
 Reserving Seats, Extra Meals, Extra
Services
Digitised Request
 Smart Boarding Support Digitised Request
 Rent a car etc. Digitised Request
 Requesting Support Digitised Request

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Supporting Services Planning Resources and
itself
 Service Governance (for Policy and
Governance-Setting)
Supporting Service
 Service Management (Planning and
Adapting Service)
Supporting Service
 Servicedesk (Supporting Users) Supporting Service
 Big Data Operations Supporting Service
 App-Maintainance on App, Self
Service Stations and Web-Interface
Supporting Service
 Platform Operations etc. Supporting Service
Supporting Resources Planning Resources and
Management
 Budget Planning operations
budget, setting up
accounting structures
 Support and Operations Resources Planning support related
availability, capacity and
headcount
 Development and Maintenance
Resources
Planning technology
related availability, capacity
and headcount
 Applications Planning configurations
and architecture building
blocks
 Infrastructure, Facilities Planning configurations
and architecture building
blocks
 Skills Planning Skills for Service
Execution
Supporting Suppliers and Contracts Planning Resources and
Procedures for the Supplier
relations
 All underpinning contracts to be
aligned together
Aligning supplier
categories and contracts
Compensation Assuring Financials for the
service itself
 Charging and Accounting Procedures
for supporting services and suppliers
Procedures and Reporting-
Flows
 Accounting and Billing Sequence and
Billing Procedures for the service itself
Procedures and Reporting-
Flows

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Final recommendations
Through the Service Design process, rather like William Turner, we have used the
ingredients at hand (ITIL framework) towards meeting best practice. We have tackled
the steps along the ‘what’, described through this canvas approach the “how” and by
virtue of the structure aspects of the ‘why’.
However there is one major advantage to this method. By using the canvas we clearly
make a departure from the legacy IT-Service management model and towards the field
of ‘Service management’ more applicable in an era of digitisation (see our paper titled
Enabling IT Service Transformation in a Digital Age). A world where all services
converge and IT is no longer disparate function but an integrated, (end) customer
focused part of the business and associated business processes.
Takeaways:
 Use a canvas approach, when you discuss and plan with the “business”
 Think about all best practices we already have described within the ITIL-books
 Setup your service, as far it is possible with solution building blocks
Last word:
How to control services with the solution building block approach will be described in the
next article.

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About Fox IT
Fox IT® has been a leading Information Technology Service Management (ITSM) and
governance business for over 30 years.
We provide a range of practical and effective consultancy solutions designed to create
agile, proactive, responsive IT organisations providing excellent IT services in alignment
with our clients’ goals to support and drive continuous business innovation.
We achieve this by empowering your people with best practice training, developing and
implementing the right operational processes and using properly configured and
integrated tools to enable IT Services transformation.
To discuss how we can assist you in transforming your IT services
please call us now on +44 (0) 333 202 1018.
Facebook: www.facebook.com/FoxIT.ITSM
Twitter: @FoxIT_ITSM
LinkedIn Company Page: www.linkedin.com/company/fox-it
LinkedIn Group: https://www.linkedin.com/groups/Fox-IT-ITSM-Today-7456241/about

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