Servicialisation - From Service Identifying to Service Billing V01.02.00

Servicialisation
Concept for reliable, efficient & payable service rendering

Servicialisation

From Service Identifying to Service Billing

E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile +49-1520-9 84 59 62

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ICT-Consultant & System Architect yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
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1
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62

Servicialisation – From Service Identifying to Service Billing
Agenda – Contents & Chapters

• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Intro

• Service Identifying – Service Consumer, Service Object & Benefits
• Service Specifying – 12 Service Attributes, 3 Service Levels & 2 Pages
• Service Composing – Service Specification, Service Map & Service Screenplay
• Service Orchestrating – Service Concept, Service Supplier & Service Supply Chain
• Service Catalogueing – Service Specification, Service Prices & Service Offering
Centro • Service Committing – Service Catalogue, Service Specification & SLA
• Service Concerting – Delivery Readiness, Delivery Capacity & Delivering
• Service Billing – SLA, Service Delivery Price & Service Consumption

• Service Delivery Maturity Model – Maturity Levels, Maturity Criteria & Steps
• Discussion – Revisioning & Argumenting
Extro • Appendix– Glossary & Sources

2
Intro | Identifying | Specifying | Composing | Orchestrating | Catalogueing | Committing | Concerting | Billing | Extro


Intro



3

Servicialisation – Guiding Concept for reliable Service Rendering
Servicialisation – Root term, Suffix & Synthesis

Service -ialisation
4

Servicialisation – Root term, Synthesis & Meaning

Servicialisation = Guiding Concept for Service Delivering

Service -ialisation

5

Servicialisation – Deduction, Analogy & Abstraction

Optimisation
Rationalisation

Automation
Standardisation

• Division of work

• Load adaptation
• Control variable
• Automate pulse
• Flow of work
• Proceedings

• Automates
• Outputs

Industrialisation = Goods Fabrication based on principles
6

Servicialisation – Deduction, Analogy & Abstraction

Servicialisation = Transfer to Service Delivering …

… considering

Optimisation
Rationalisation

Automation
Standardisation

the Service Characteristics
• Division of work

• Load adaptation
• Control variable
 Intangibility

• Automate pulse
• Flow of work
 Immateriality
• Proceedings

• Automates
 Insubstantiality
• Outputs

 Perishability

Industrialisation = Goods Fabrication based on principles
7

Service Characteristics – intractable, cumbersome & dodgy

A Service per se is …

… intangible, i.e. it cannot be touched, handled or gripped,
 cannot be checked in advance.
… immaterial, i.e. it is not made of material, solid or goods,
 cannot be shown.
… insubstantial, i.e. it has no substance & does not leave some substance,
 not verifiable.
… perishable, i.e. consumed after being delivered and vanished,
 not yet there before delivering & not any more thereafter.
… variable, i.e. it is configured by the service consumer,
 situational & particular for every trigger & every delivery.
… not ownable, i.e. it cannot be sold & bought or owned,
 can only be committed.
… not stockable, i.e. it cannot be stored or transported,
 but must be rendered to the service consumer on site.
8


Intro



9

Service Trilemma – Service Consumer, Service Quality & Expectation

Service adequate? Service
Service
Quality Con-
Price reliable? sumer

Service
Cost

10

Service Trilemma – Service Customer, Service Price & Expectation

affordable? Service
Service Service Service adequate?
Quality Con-
Customer Price
economical? reliable? sumer

Service
Cost

11

Service Trilemma – Service Provider, Cost Effectiveness & Expectation

affordable? Service
Service Service Service adequate?
Quality Con-
Customer Price
economical? reliable? sumer

Paying price?
Service Service
Provider Cost
Paying cost?

Service Effectiveness

12

3 separate Layers

Business

13

3 self-contained Activity Areas

• perform
Business • dispose
processes • prepare
• conduct
Service • commit
Delivering • compose
• perform
• prepare
• plan

14

3 complementary Management Areas

Business • close & chart
• perform & control
Process • dispose & trigger
Management • prepare & organise

• practice & bill
• conduct & control
• commit & orchestrate
• compose & prepare

• control & adjust
• perform & monitor
• establish & test
• plan & prepare

15

3 complementary Management Areas

Business • close & chart
• Business
perform & control
Process • dispose & trigger
regulations
Management • prepare & organise

• practice & bill
• conduct & control
• Servicialisation
commit & orchestrate
• compose & prepare

• control & adjust
•
IT
perform & monitor
• Infrastructure
establish & test
• Library
plan & prepare

16

Value Creation – Service Consumer, ICTBSS & Service Contributions

Business process

Managemnt
Business
Strategy
Value creation
Business
Chain
Value

Service

Delivering
(ICTBSS)

Strategy

Service
ICTBSS = ICT-system based Business Support Service
Service
Supply
Chain

Service Service Service
Contribution Contribution Contribution

(System)
Strategy
System
Supply
Chain

ICT-
Service-relevant Service-relevant Service-relevant
Organisation(s) System 1 System 2

Akteur Good Good Good Good Good
17

3 Chains  3 Libraries – ITIL, SDML & BVML

Business process

Managemnt
Business
Strategy
B Value creation
Business

V
Chain
Value

M
L
BVML = Business Value Management Library

service-specific benefits

Delivering
Strategy
ICT-based Business Support Service

Service
S
(ICTBSS)
Service

D
Supply
Chain

M Compose – Commit – Conduct (service delivering)
L Service Aggregating

SDML = Service Delivery Management Library

Plan – Build – Run (ICT systems)
I

(System)
Strategy
System
Supply
Chain

T service (contribution)-relevant ICT-Systems

ICT-
I (Application-, Middleware- & Infrastructure Systems,
L Resources, Processes & further Means)
ITIL = Information Technology Infrastructure Library
18

Service Definition – Clarification, Demarcation & Examples

Perfor-
mance for
another
person

Coffee „Public
set Service“

Service
≡
Dienst
Archi-
Ocean
tecture Lane
element

Trans-
mitting

19

Service Definition – Service Consumer, Benefits & Uniqueness

A Service is
a set of onetime consumable and perishable benefits,
• ensured by measures of the accountable Service Provider,

• effectuated by system functions and/or activities of Service People,

• committed
• by the ordering Service Customer
• for his authorized Service Consumers
• from his accountable Service Provider,

• rendered
• to an authorized Service Consumer
• on his particular & explicit Service Trigger,

• consumed & utilized
• by the triggering Service Consumer
• for executing his upcoming business activity.
20

Servicescape – Term, Examples & Parties

assembled from ‚Service„ & ‚Landscape„
coined by Mary Jo Bitner, already in 1981,
in „Marketing Strategies and Organization Structures for service firms”
in “Marketing of Services” der American Marketing Association
http://en.wikipedia.org/wiki/Servicescape
21

Service Consumer – Value Creator, Success Factor & External

Business Process
Service Consuming
Value Creation

Service
Consumer

Service

• The Service Consumer is the critical success factor for service rendering
• He triggers a singular service if needed & configures it situationally & particularly.
• He is involved in service rendering a 100%.
• He feels any service impairment at once & inevitably.
• He needs & utilizes the benefits of the service for executing his upcoming work.
• He creates the business value by utilizing the service-specific benefits.
• He is an external factor from the perspective of the Service Provider.
• The Service Consumer spares oneself service-relevant equipment & training.
22

Service Consumer – Service Trigger, Autonomy & Value Creation

Business Process
Value Creation

Service
Consumer

Service

The authorized Service Consumer is self-governed concerning
• service triggering, i.e. point in time & location
• service triggering rate, i.e. how often per period he triggers a service
• service access system, e.g. desktop or notebook or PDA for E-Mailing-Services
• service configuring depending on his situative & particular needs
• consuming & utilizing the service-specific benefits
• commercial value creation out of the service-specific benefits
23

Service Delivery Model – Servicescape, Sphere & Roles

Service Committing Service Consuming

Service Service
Customer Consumer

Service

Service Service Concerting
Provider

Service Orchestrating
in-/external
Service
Suppliers

24

Servicialisation – Phases, Methods & Results

Service Identifying Service Consumer,
Service Object, Benefits
Service
Consumer Benefits

Service Specifying Service Quality
12 Standard Service Attributes
Service Specification

Service Composing Service Map
& Service Screenplay
Service Concept

Service Supplier Operation Level Agreement
Service Orchestrating & Service Supply Chain Underpinning Contract

Service Catalogueing Service Specifications Service Catalogue

Service Committing Service Level Specification Service Level Agreement

Delivery Readiness On each & every trigger:
Service Concerting & Delivery Capacity Service rendering

Service Price
Service Billing x Service Count
Service Bill
25


Intro



26

Service Identifying – Benefit, Service Object & Requirements

Service Identifying

Service =
A benefit is
benefit
on service object
a purposeful change of status

on a particular object,

that fulfils concrete requirements.
27

Service Identifying – Service Consumer, Service Object & Types

Life Goods
& Limb & Chattels

Service
Consumer

Data Rights
& Documents & Claims

S e r v i c e O b j e c t T ypes 28


Intro



29

Service Specifying – simply, catchy & uniformly

Service Identifying

Service Specifying

30

Service Specifying – Service Attributes, Service Quality & Service Price

Designation of the service
No. Attribute name Bronze Silver Gold Data type/measuremt. unit
01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific
03 Service Delivery Point location, interface

Service Quality
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours

06 Service Consumer Support Times clear, complete & consistent Daytime hours
07 Service Support Languages  all 12 attribute values combined Languages
08 Service Fulfilment Target  applying for each triggered service %
09 Service Impairment Duration
 2 pages per service specification hh:mm
 service offering of the Service Provider
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price Price €

Attribute 01 – 11 for service quality & attribute 12 for service price
31

Service Specifying – 12 Attributes, 3 Levels & 2 Pages

01 Service Consumer Benefits 01 B 01 S 01 G free description
02 Service-specific Functional Parameters 02 B 02 S 02 G service-specific
03 Service Delivery Point 03 B 03 S 03 G location, interface
04 Service Consumer Count 04 B 04 S 04 G Number
05 Service Delivering Readiness Times 05 B 05 S 05 G Daytime hours

06 Service Consumer Support Times 06 B 06 S 06 G Daytime hours
07 Service Support Languages 07 B 07 S 07 G Languages
08 Service Fulfilment Target 08 B 08 S 08 G %
09 Service Impairment Duration 09 B 09 S 09 G hh:mm
10 Service Delivering Duration 10 B 10 S 10 G hh:mm:ss
11 Service Delivery Unit 11 B 11 S 11 G service-spezifisch
12 Service Delivering Price 12 B 12 S 12 G €

Per Service Level one set of 12 attribute values
32

Service Specifying – Service Value, Service Utility & Warranty

No. Attribute name In ITIL V3, Service Value is paraphrased with
01 Service Consumer Benefits
Service Utility
02 Service-specific functional Parameters Fitness for consumption
03 Service Delivery Point What the service consumers consumes
04 Service Consumer Count
05 Service Delivering Readiness Times

06 Service Consumer Support Times
07 Service Support Languages Service Warranty
08 Service Fulfilment Target Fitness for rendering
09 Service Impairment Duration
How the service will be rendered
10 Service Delivering Duration
11 Service Delivery Unit
12 Service Delivering Price

Coherent Designation: ICTilities – ICT-based Utility Services
33

Service Specifying – Example, E-Mailing Service & Attribute 01

Basic specfication for E-Mailing Service
Attribute value for Service Level Data type
No. Attribute name & short description Measurement
Bronze Silver Gold unit

01 Service Consumuer Benefits

For each outbound e-mail copies of the original e-mail are each delivered to the Delivered e-
01.01 Delivering of e-mail copies
e-mail addresses specified by the service consumer. mail copy
Any outbound e-mail copy with an invalid e-mail address is directly bounced to
01.02 Bouncing invalid e-mail addresses Bounced e-
the service consumer accompanied by an understandable explanation.
mail delivery
Any undeliverable copy of an outbound e-mail is directly bounced to the service errors
01.03 Bouncing undeliverable e-mail copies
consumer accompanied by an understandable explanation.
A copy of each particular outbound and inbound e-mail is stored in the service Retained e-
01.04 Retaining e-mail copies
consumers central e-mailbox for maximum 90 days. mail copy
A copy of each particular outbound and inbound e-mail can be completely and Restored e-
01.05 Restoring e-mail copies
intactly restored for the next 14 days after corruption or erroneous deletion. mail copy
All outbound and inbound e-mail copies are purged from viruses or any other
01.06 Protecting e-mail copies against malware
malware. Protected e-
mailbox
01.07 Protecting e-mailboxes against spam Inbound e-mail copies are protected against any spam

Encrypted e-
01.08 Encrypting e-mail content none selectable selectable
mail copy

34

Service Specifying – Example, E-Mailing Service & Attribute 02 - 04


02 Service-specific Functional Parameters

Maximum allowable size per individual service consumer
02.01 200 500 1.000 MB
for inbound and outbound e-mail copies
Maximum allowable size per particular outbound or
02.02 10 12 15 MB
inbound e-mail copy including file attachments
Maximum allowable number of target addresses per e-
02.03 50 100 150 Number
mail

02.04 Blocked file attachments Any executable file type, e.g. *.EXE, *.COM, *.VBS File format

03 Service Delivery Point

03.01 Microsoft/Outlook locally installed X X X

03.02 Microsoft/Outlook via RPC over HTTPS & SSL X X
Type of user
Interface
03.03 Microsoft/Outlook Web Access via HTTPS & SSL X X

03.04 RIM/Blackberry Device X

04 Service Consumer Count 1 Number

35


05 Service Delivering Readiness Times
05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
hh:mm
05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
CE(S)T
05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
05.07 Sunday & holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00
06 Service Consumer Support Times
06.01 Monday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.02 Tuesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.03 Wednesday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
hh:mm
06.04 Thursday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
CE(S)T
06.05 Friday 07:00 – 19:00 06:00 – 20:00 00:00 – 24:00
06.06 Saturday 07:00 – 15:00 06:00 – 17:00 00:00 – 24:00
06.07 Sunday & holiday Kein support 10:00 – 17:00 00:00 – 24:00
07 Service Support Languages
07.01 English X X X
National
07.02 French X X X
language
07.03 German X X X 36


Service Fulfilment Target
Ratio of successfully rendered e-mailing services and
08 95 97 98 %
triggered e-mailing services per service consumer covering
all applicable benefits specified in attribute 01
Maximum Service Impairment Duration per Incident and
09 00:40 00:30 00:20 hh:mm
Service Consumer
Service Delivering Duration
10 Maximum period of time for rendering a triggered e-mailing 01:00 00:40 00:30 hh:mm
service, i.e. the applicable benefits specified in attribute 01
Service Delivery Unit Complete set
One copy each of the original e-mail delivered to the e-mailbox
11 Basic portion of service rendering to a triggering service of delivered e-
of each addressee specified by the triggering service consumer
consumer mail copies
Mandatory: Service Access Price per authorized service
12.01 5,00 7,50 10,00 €
consumer per month
Additional option 1: Flat rate-based
12.02 Fixed price per authorized service consumer per month 50,00 150,00 500,00 €
for any consumed service volume
Additional option 2: Volume-based
12.03 Staged fixed price per consumed service volume per tdb tdb tbd €
service consumer per month
Additional option 3: Unit-based
12..04 0,10 0,30 1,00 €
Fixed price per consumed service delivery unit

37

Service Specifying – Example, E-Mailing Service & Illustration

Delivering copy 1

Making
copies Delivering copy 2
of the
original
E-Mail

Delivering copy 3

38

Service Specification – Centre, Hub & Linchpin

Service Identifying
Service
Consumer
Service Specifying
Service
Customer
Service Composing

Service Service
Bill Specification
Service Catalogueing

Service Committing

Service Concerting
Service
Concept
Service Billing
39


Intro



40

Service Composing – Service Specification, Map & Screenplay

Service Identifying Service Concept

Service Specifying

Service Composing

41

Service Composing – Motivation, Service Quality & Gaps

Business Process
Value Creation
Service
Service 5 Expected
Experienced
Service Con-
Customer Service sumer
Service Contract
Committed Rendered
Service Service Service
Provider 4 1
2 Service Gap
Composed
Service
3
Perceived
Service

Source: ServQual-Modell from Zeithaml, Parasuraman & Berry (1990-ties)
http://www.12manage.com/methods_zeithaml_servqual.html
42

Service Composing – Gap 1, Reference & Counter Measure

Potential Gap in Service Quality Counter Measure

Preparing
1. between expected and perceived

43



Preparing

Service Contract with
2. between perceived and committed

44



Preparing


Preparing continuous
3. between perceived and composed
Service Concept

45



Preparing


Service Concept

Preparing Service Map
4. between composed and rendered
with service contributions

46



Preparing


Service Concept


Preparing
5. between rendered and experienced
Service Screenplay
47

Service Concept – Elements, Contents & Alignment


Preparing
continuously continuously
from service expectation from service specification
up to up to the course
service experience of service rendering
3. between perceived of the
and composed to the
Service Concept
triggering Service triggering Service
Consumer Consumer

Preparing
5. between rendered and experienced
Service Screenplay
48

Service Screenplay – Activity, Explanation & Service Contribution

Service Delivering Activity Explanation Service Contribution
Writing e-mail Employee writes e-mail content and attaches files none
Triggering an e-mailing service Authorized Service Consumer clicks on ‘Send’-Button none
Copy of the original e-mail is replicated from e-mail client
Replicating the original e-mail replication service
system to the inbound e-mail server of the e-mail account
Scanning e-mail content & attachments
Existing viruses or malware are identified, isolated & eliminated antivirus service(s)
on viruses and malware
Authenticating given e-mail addresses
in- and external accounts are identified & checked LDAP service(s)
and the accounts related
Addressing e-mail hosts and other Determining IP addresses for hostnames for other e-mail
DNS service(s)
service-relevant IT systems server systems, e-mail gateway server, SMTP gateway

e-mail routing Determining e-mail routes to target domains E-mail routing service(s)

Generating e-mail copies Compiling one e-mail copy per addressee copy service(s)

Forwarding the copies of the original e- Forwarding either to an internal e-mail server system or to the
storing & forwarding service(s)
mail SMTP gateway towards external e-mailing service supplier

Delivering accounted by the committed in- or external service
Delivering of e-mail copies e-mail delivering service(s)
supplier

e-mail reception
Sending back a delivery receipt Generally or on dedicated request
acknowledgement service
49

Service Composing – ICTBSS, Service Contributions & Aggregation

Other Other Other Other Other Collaboration Unified Communi- E-Mailing
ICTBSS ICTBSS ICTBSS ICTBSS ICTBSS Service cation Service Service
Anti-Fraud Anti-Spam
Services Services

Service Consumer Supporting Services

User Identity Managing Services

Backend Application LDAP Firewalling Logon/Logoff Internet Access
Maintaining Services Virtual Services Services Services Services
Desktop
Backend Application Services DNS DHCP Anti-Virus Software Provision
Hosting Services Services Services Services Services
Content Server OS Data Transporting Workplace Environment
Housing Services Hosting Services Services Rental Services (WERS)
Storage System Server Device Network System Workplace System
Housing Services Housing Services Managing Services Delivering Services

Each & every ICT-system based Business Support Services (ICTBSS)
is aggregated from the same standard service contributions.
50

Service Composing – ICTBSS, Service Contributions & Specification

Services Services



Desktop
Housing Services Hosting Services Services Rental Services (WERS)
Housing Services Housing Services Managing Services Delivery Services

Each & every standard service contribution must be specified only once
by means of the 12 standard service attributes.
51

Service Concept – Elements, Content & Alignment

1. Service Specification
• binding start document for the service concept
• single reference document up to service billing

2. Service Map
• compilation of required service contributions
• determination of appropriate servuction depth

3. Service Screenplay
• course of service rendering
• aggregation of service contributions to the triggered service

52

Service Composing – E-Mailing Service, Service Map & Contributions

Services Services



Desktop
Housing Services Hosting Services Services Rental Services
Housing Services Housing Services Managing Services Delivery Services

Any triggered e-mailing service is aggregated from scratch per real time transaction
out of the marked standard service contributions in different quantities, if necessary.
53

Service Concept – Drive, Transmission & Realization

1. Service
specification Service
drives specifi-
cation

2. Service
Map Service
transmissions Map

Service
Screen-
3. Service
Screenplay
play
enacts

54


Intro



55

Service Orchestrating – Service Concept, Service Map & Screenplay

Service Identifying

Service Specifying

Service Composing


56

Service Orchestrating – Service Concept, Service Map & Disposing

Service Identifying

Service Specifying

Service Composing
Service Service
Service Orchestrating Contri- Contri-
Service bution bution
Provider Service
Service
Contri- Contri-
bution bution

Service
Contri-
Service Orchestrating bution
in-/external
Service
Supplier
Internal Service Supplier External Service Supplier
57


Intro



58

Service Catalogueing – Criteria, Requirements & Expectations

59

Service Catalogueing – Specifications, Catalogue & Service Offering

Service Identifying Service Catalogue
Service Spezifying

Service Composing



60

Service Catalogue – Positioning, Classifying & Demarcating

Service Committing Service Consuming

Service Service
Customer Consumer

Service
Provider Service Concerting

Goods Ordering, Docu- System
Catalogue Delivering & Asset men-
Inventoring tation
documentation
Inventory
(CMDB/CMS)
61

Service Catalogueing – Data sets, Contents & Differences

Register of
Register of goods Detailed
specifications Register of all
which can be (technical)
for ICT-based relevant items
ordered & documentation
Business which have been
utilized of all ICT-
Support procured & are
for rendering ICT- systems,
Services utilized
based Business which are utilized
which can be for rendering
Support Services for rendering
committed per SLA ICTBSS
(ICTBSS) ICTBSS
/ service contract

Goods Ordering, Docu- System
Catalogue Delivering & Asset men-
Inventoring tation
Documentation
Inventory
(CMDB/CMS)
62

Service Catalogueing – Catalogue, Contract & Concept Register

The service specification is the quintessential connector
Register of
specifications of
Register of
ICT-based Register of
service contracts
Business prepared
/ SLAs
Support service concepts
which have been
Services for offered
commissioned by
which can be services
service consumers
committed per SLA
/ service contract

Service Contract
Service Contract
Service Contract

List of authorized
List of authorized
service consumers
List of authorized
service consumers
service consumers
63

Service Catalogue – Template, Structure & Headlines

Inhaltsverzeichnis

1 Überblick

2 Einführung

3 Servicespezifizierung

4 Serviceangebot

5 Servicespezifikation

6 Servicekommittierung

7 Serviceerbringung

8 Anhang
http://www.institute4it.com/servicekatalog-17.html 64

Service Catalogueing – Introduction, Service Delivery Model & Roles

Inhaltsverzeichnis
2. Einführung
Das Service-Erbringungsmodell
Ziele & Nutzen des Service-Katalogs
Struktur & Inhalt des Service-Katalogs

65

Service Catalogueing – Catalogue Entries, Specification & Explanation

Inhaltsverzeichnis
3. Service-Spezifizierung
Grundlagen
Spezifizierungsmethode
12 Standard-Service-Attribute

66

Service Catalogueing – Service Offering, Segmentation & Example

Inhaltsverzeichnis
4. Service-Angebot
Universelle Business Support Services
Betriebswirtschaftliche BSS
Fachspezifische BSS

http://www.institute4it.com/servicekatalog-17.html
67

Service Catalogueing – Formats, Forming & Stages of development

68


Intro



69

Service Committing – Service Catalogue, Service Level & SLA template

Service Identifying Service Catalogue
Service Specifying

Service Composing


Service Catalogueing SLA template

Service Committing

70

Service Committing – Service Consumer, Responsibles & SLA

1 SLA-Identification
1.1 SLA-ID
Service 1.2 Period of SLA validity Service
Customer 1.3 Service Customer Consumer
1.4 Service Consumers
1.5 Service Provider
1.6 Short Service Description
1.7 Liabilities
Service 1.8 Committment and Signatures
Provider 1.8.1 Service Customer
1.8.2 Service Provider
1.9 Reference documents
2 Service Specification
3 Appendix
3.1 List of authorized Service Consumers
3.2 Explanation 12 Service Attributes
3.4 ARCI-model for liabilities
71


Intro



72

Service Triathlon – Disciplines, Tasks & Sequence

Service Consuming

Service

Service

Service Service
Service
Provider
Service
Service Concerting
2. Providing & adjusting
and/or service delivering capacity
in-/external
Service Service Triathlon 1. Achieving & keeping
Supplier
service delivering readiness
73


Intro



74

Service Billing – Service Quality, Service Price & Profit Ratio

Service Identifying

Service Specifying

Service Composing

E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers
Reference Trigger Potential Service Bronze Silver Gold
Total
Period Rate Emergence 50 consumers 40 consumers 10 consumers
Hour 3 300 15 € 36 € 30 € 81 €
Service Committing
Day 24 2.400 120 € 288 € 240 € 648 €
Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €
Service Concerting
+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €
Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €
Service Billing
Total amount service revenue per month 13.860 € (for 100 Service Consumers)
75

Service Billing – Service Quality, Service Price & Service Profit Ratio

Utility Service ICT Service Provider
Provider knows neither knows the
reference unit & reference unit nor
earning ratio Service the earning ratio 
Service Quality
Price

Service
Utility Service Power Supply Cost ICTility Service
Reference unit kWh Reference unit ??????????
Electricity rate 0,12 €/kWh Service price ? / ?unit?
Generating cost 0,04 €/kWh Service cost ? / ?unit?
Earning ratio 0,08 €/kWh Service Profit Ratio Earning ratio ? / ?unit?

76

Service Billing – Service Specification, Service Quality & Service Price

01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific
03 Service Delivery Point location, interface

Service Quality
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours

06 Service Consumer Supporting Times Daytime hours
07 Service Support Languages Languages
08 Service Fulfilment Target %
09 Service Impairment Duration hh:mm
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price Price €

Attributes 01 – 11 for Service Quality & Attribute 12 for Service Price
77

Service Billing – Reference Unit, Cost & Profit Rate

No. Attribute name Attribute value Data type/measuremt. unit
01 Service Consumer Benefits Listing benefits Free text description
… … …
11 Service Delivery Unit Basic portion of benefits service-specific
12 Service Delivering Price Definitive price data Amount in €, $

Service Delivery Unit • Reference unit for service consumption (price)

Service Delivering Price • ??,?? € per Service Delivery Unit

Service Cost • ??,?? € per Service Delivery Unit

Service Profit Ratio • ??,?? € per Service Delivery Unit
78

Service Billing – Basic Data, Consumers & Triggering Rate

Business Process
Service Consuming
Value Creation

Service
Consumer
Service Triggering Rate
per Service Consumer
3 E-Mailing-Services/hour

Service Contract/SLA
Service Level Bronze

Authorized
Service Consumers
79

Service Billing – Consumers, Reference Period & Emergence

Businss Process
Service Consuming
Value Creation

Service
Consumer
Service Triggering Rate
per Service Consumer
3 E-Mailing-Services/hour

E-Mailing-Services for 100 Service Consumers
Reference Service Service Triggering
potential period Triggering Rate Emergence
Service Triggering Emergence hour 3 300
for 100 Service Consumers
100 x 3 E-Mailing-Services/hour day 24 2.400
= 300 E-Mailing-Services/hour week 120 12.000

1 (Work) Day = 8 (Work) Hours month 480 48.000
1 (Work) Month = 20 (Work) Days
1 (Work) Year = 200 (Work) Days year 4.800 480.000
80

Service Billing – Specification, Service Levels & Prices

Basic specification for E-Mailing Service
No. Attribute name & short description
Bronze Silver Gold Measurmt Unit

08 triggered e-mailing services per service consumer covering 95,00 97,00 98,00 %
Service Impairment Duration per Incident and Service
09 00:40 00:30 00:20 hh:mm
Consumer
Service Delivering Duration
Maximum allowable period of time for rendering a triggered
10 01:00 00:40 00:30 hh:mm
e-mailing service, i.e. the applicable benefits specified in
attribute 01
Service Delivery Unit Complete set
One copy each of the original e-mail delivered to the e-mailbox
11 Basic portion for rendering an e-mailing service to the
of each addressee specified by the triggering service consumer
of delivered e-
triigering service consumer mail copies

€
Mandatory: Service Access Price per authorized service
12.01
consumer per month 5,00 7,50 10,00
Additional option 1: Flat rate-based
12.02 Fixed price per authorized service consumer per month 200 300 500 €
for any consumed service volume
Additional option 2: Volume-based 1 – 5.000 : tbd 1 – 7.000 : tbd 1 – 8.000 : tbd
12.03 Staged fixed price per consumed service volume per 5.001 – 10.000 : tbd 7.001 – 12.000 : tbd 8.001 – 15.000 : tbd €
service consumer per month > 10.000 : tbd > 12.000 : tbd > 15.000 : tbd
Additional option 3: Unit-based
12.04
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €
81

Service Billing – Emergence, Consumption & Revenue

Basic specification for E-Mailing Service
No. Attribute name & short description
Bronze Silver Gold Measurmt Unit

08 triggered e-mailing services per service consumer covering 95,00 97,00 98,00 %
12 Service-Erbringungspreis
optimal case: Service
Mandatory: Service Access Price
12.01 5,00 7,50 10,00 €
Fulfilment Grade
per authorized service consumer per month

12.04 100%
Service Consumption Price, option 3: Unit-based
Fixed price per consumed service delivery unit 0,10 0,30 1,00 €

E-Mailing-Services per reference period Potential Service Revenue f. 100 authorized Service Consumers
Reference Triggering Potential Service Bronze Silver Gold
Total
Period Rate Emergence 50 consumers 40 consumers 10 consumers
Hour 3 300 15 € 36 € 30 € 81 €
Day 24 2.400 120 € 288 € 240 € 648 €
Month 480 48.000 2.400 € 5.760 € 4.800 € 12.960 €
+ Service Access Price fix per month + 500 € + 300 € + 100 € 900 €
Partial Amount Service Revenue p. month = 2.900 € = 6.060 € = 4.900 € 13.860 €
Total amount service revenue per month 13.860 € (for 100 Service Consumers)
82

Service Billing – Service Revenue, costable & Cost Covering

Service Service
Revenue Efforts

particular effort
x Service
for rendering
Delivering Price
individual service

efforts for providing
effective Service
Service Delivering
Trigger Emergence
Capacity

Service Triggering efforts for keeping
Rate per authorized Service Delivering
Service Consumer Readiness

83

Service Billing – Service Revenue, paying & Overplus

Service Service
Revenue > Efforts

x Service
Delivering Price

particular effort
+ Overplus for rendering individual
service

effective Service
Service Delivering
Trigger Emergence Capacity

84

Service Billing – Service Revenue, profitable & Margin

Service
Revenue

x Service
> Service
Efforts

Delivering Price

particular effort
+ Margin for rendering individual
service

effective Service
Service Delivering
Trigger Emergence Capacity

85


Intro



86

SDMM Level 1: ITIL processes introduced & established

SDMM – Service Delivery Maturity Model

1: established

87

SDMM - Level 1, Designation & Explanation

Level Designation Explanation

• service rendering is established & regularly performed
• approaches rather intuitive and based on best effort
1 established
• rather weak basis for systematic measurements and no clear alignment
and/or orientation regarding service rendering quality and reliability

88

SDMM Level 2: ICT-system based Business Support Services specified

2: specified

1: established

89

SDMM - Level 2, Designation & Explanation


• Service Rendering established & regularly performed
• approach rather intuitive and based on best effort
1 established • dather weak basis for systematic measurements and no clear alignment
and/or orientation regarding service rendering quality and reliability
• service offerings are described according to the wording of the authorized
Service Consumers & the ordering Service Customers
• service offerings are completely, clearly & concisely specified by means of 12
attribute values
2 specified • the accountable Service Provider presents a uniformly structured service
catalogue containing all offered ICT-based Business Support Services
(ICTBSS)
• the service specifications in the service catalogue are the single & sole basis
for committing, rendering and billing the services

90

SDMM Level 3: Service Delivering continuously composed

3: composed

2: specified

1: established

91

SDMM – Level 3, Designation & Explanation


• from the first, service rendering and/or service delivering is systematically &
continuously planned & prepared
• completely worked out service concepts are the basis for service rendering
3 composed • the approved & accepted service specification in the respective Service Level
Agreement is the single & sole reference for checking and/or auditing
service rendering

92

SDMM Level 4: Service Delivering anticipatorily conducted

4: conducted

3: composed

2: specified

1: established

93



• from the beginning, service rendering is systematically & continuously
planned & prepared
• completely worked out service concepts are the basis for service rendering
3 composed • the approved & accepted service specification in the respective Service Level
Agreement is the single & sole reference for checking and/or auditing
service rendering
• service rendering is based on the worked out service concepts
• service suppliers are organised, instructed & conducted in the context of
4 conducted continuous service supply chains
• service rendering is anticipatorily conducted according to the current service
triggering emergence of all authorized service consumers

94

SDMM Level 5: System Usage & Utilisation optimized

5: optimized

4: conducted

3: composed

2: specified

1: established

95



• each & every triggered service is reliably rendered to the triggering Service
Consumer without any delay or friction
• any triggered service volume is rendered according to the service
specification in the respective service contract or Service Level Agreement
• the service-relevant goods & systems, means & resources are efficiently used
5 optimized and optimally utilized
• service generation cost per service delivery unit are determined in detail &
purposefully optimized
• ongoing service delivery is continuously paying, i.e. the accountable Service
Provider refunds all his expenditures for service delivery exclusively from
the service revenue he regularly bills with his ordering Service Customers

96


Intro



97

Servicialisation – Guiding Concept for reliable Service Delivering
Servicialisation – Recap, Revision & Conclusion

Service Identifying Service Consumer,
Service Object, Benefits
Service
Consumer Benefits

Service Specifying Service Quality
12 Standard Service Attributes

Service Composing Service Map
& Service Screenplay
Service Concept

Service Supplier Operation Level Agreement
Service Orchestrating & Service Supply Chain Underpinning Contract

Service Catalogueing Service Specifications Service Catalogue

Service Committing Service Level Specification Service Level Agreement

Delivery Readiness On each & every trigger:
Service Concerting & Delivery Capacity Service rendering

Service Price
Service Billing x Service Count
Service Bill
98

Discussion – Revisioning & Argumenting

Your Questions?

My Answers …

Guiding principle:
„The science of planning is about anticipating the difficulties of the execution."
[Luc Clapier de Vauvenargues]

E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile +49-1520-9 84 59 62

XING https://www.xing.com/profile/PaulG_Huppertz
smile2 http://community.smile2.de/PaulGHz/
Paul G. Huppertz CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
ICT-Consultant & System Architect yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Service Composer & Meta Service Provider
LinkedIn http://www.linkedin.com/in/paulghuppertz

99


Intro



100

Glossary – Standard Service Attributes, Designation & Explanation

No. Designation Explanation

Benefits which are completely and closingly effectuated to the respective service
01 Service Consumer Benefits
object on the dedicated trigger of an authorized Service Consumer

Service-specific functional Parameters which describe the most important functional features , dimensions or
02
Parameters aspects of the servicescape or service output

Physical location and/or logical interface which at an authorized service consumer
can trigger a service. At the same location and/or interface the service-specific
03 Service Delivery Point
benefits are rendered to the triggering service consumer; otherwise, there is
signalled in an appropriate manner that service has been rendered.

Number of service consumers who are registered and authorized for triggering
04 Service Consumer Count
service

Service Delivery Readiness Periods of the weekday when an authorized service consumer may trigger one of the
05
Times committed services which is rendered to him, then.

Periods of the weekday when the service desk supports the authorized service
Service Consumer Support
06 consumers with questions regarding the requesting & delivering, consuming &
Times
utilizing the committed services.

101

Glossary – Standard Service Attributes, Designation & Explanation


Languages which are applied for any communication with the authorized service
07 Service Support Languages
consumers regarding the committed services and their delivery-

Minimum target value for the ratio of services delivered according the committment
08 Service Fulfillment Target
and triggered services per service consumer and reference period.

Maximum allowable elapsing time between the first occurrence of a service
Service Impairment impairment, i.e. service quality degradation, service delivery disruption or service
09
Duration denial, and the full resumption and complete execution of the service delivery to the
content of the affected service consumer

The promised and agreed maximum period of time for effectively rendering all
10 Service Delivering Duration service-specific benefits to the triggering service consumer at his currently chosen
service delivery point.

The basic portion of service-specific benefits which must be rendered explicitly to
11 Service Delivery Unit
the triggering service consumer
The amount of money the service customer has to pay for any Service Delivery Unit
12 Service Delivering Price as specified in attribute 11 which has been rendered to and consumed by an
authorized service consumer

102

Glossary – Service Terms, Designation & Explanation


A set of benefits which is effectuated on the dedicated trigger of an authorized
ICT-system based Business
01 service consumer in the course of a real time transaction by executing distinct
Support Service (ICTBSS)
functions of one or more service-relevant ICT-systems.

Composite of ‚Service„ and ‚Landscape„; a servicescape comprises the organisational
& processual, technical & ressourcal environment which from triggered services are
02 Servicescape
rendered to the triggering service consumers
s. http://en.wikipedia.org/wiki/Servicescape

A Service Contribution is a self-contained set of benefits which from a higher level
Service Contribution or service is aggregated in combination with other Service
03 Service Contribution
Contributions. A Service Contribution may be constitutive and/or indispensable or
facultative and/or optional.

The Service Generation Cost are the cost which incur for rendering a particular &
singular ICTBSS and/or service contribution (comparable to the piece cost in goods
04 Service Generation Cost fabrication). The Service Generation Cost are determined from the service delivery
capacity of a particular servicescape and all the efforts which incur for procuring,
installing, operating, keeping up and maintaining this servicescape.

103



In the first line, a Service Consumer is an employee in a business unit of an
enterprise who triggers an ICTBSS for executing his upcoming business task by
consuming & utilizing the service-specific benefits for this concern.
05 Service Consumer In the second line, a technical system that triggers a particular service contribution
from another technical system is characterized as a Service Consumer, too, e.g. an e-
mail server system that triggers a DNS service from the DNS system for receiving
the valid IP address referred to a distinct host name.

A Service Costumer commissions rendering services to a distinct group of
authorized Service Consumers, e.g. a department head for the employees in his
department. The Service Consumer is in funds of the respective service budget and
06 Service Customer
he closes an SLA or service contract with the accountable Service Provider. The
Service Consumer himself may be one of the authorized Service Consumers, as the
case may be the only one.

A Service Supplier is an internal or external organisational unit that is responsible
for rendering specific service contributions. These service contributions are clearly,
completely & concisely specified by means of the 12 standard service attributes and
07 Service Supplier
bindingly committed in an OLA (Operational Level Agreement) to an internal
Service Supplier and by means of an UC (Underpinning Contract) to an external
Service Supplier. 104



The Service Life Cycle is the period of time starting with the explicit service trigger
by an authorized Service Consumer up to the point in time when the service-specific
07 Service life cycle benefits are completely and closingly rendered explicitly to the triggering Service
Consumer. This period of time is also designated as the effective service delivering
duration.
The service output is the result or the change of status of the respective service
08 Service Output
object which is effectuated by rendering a triggered service.
Well structured & unified, clear &‟ concise as well as comprehensible & strainable
description of a service with its required quality and the agreed price. The clear,
09 Service Specification
complete & concise service specification comprises the 12 standard service
attributes.

Group and/or combination of internal & external service supplier which are
11 Service Supply Chain commissioned from the accountable service provider with rendering specific
service contributions for higher level service contributions and/or ICTBSS.

The in-house servuction depth comprises the primary, secondary, tertiary, … service
contributions for a distinct target service which the accountable service provider
12 Service-Erbringungstiefe effectuates by his own. The deeper it is, the more service contributions the service
provider effectuates himself, the higher it is, the more external service suppliers
effectuate the required service contributions.
105

Sources – Webinar series ‚service@ducation„, titles & links

No. Webinar series ‚service@ducation‘, webinar title Source / Link

SW Start-Webinar ‚service@ducation - Einführung & Überblick – Die Ausbildungsreihe zur Service-Erbringung„ http://slidesha.re/hKXHyv

01 Der Service – das unfassbare Phänomen: Den Service-Begriff verstehen & beherrschen http://slidesha.re/fIzUMj

02 Das Modell – Rollen & Regularen der Service-Erbringung: Die Service-Erbringung strukturieren & gestalten http://slidesha.re/hQnk6P

Der Service-Konsument – Erfolgsfaktor der Service-Erbringung: Den Service-Konsumenten erreichen &
03 http://slidesha.re/fYaOzh
zufriedenstellen

04 Die Service-Identifizierung – Grundlage der Service-Beschreibung: Den Service-Nutzen erfassen & beschreiben http://slidesha.re/ejZVJk

Die Service-Spezifikation – Ausgangspunkt für Service-Erbringung: Die Service-Beschreibung erstellen &
05 http://slidesha.re/gAab7d
erklären

Der Service-Katalog – Präsentationsplattform des Service Providers: Das Service-Angebot präsentieren &
06 http://slidesha.re/f6SILg
kommunizieren

07 Der Service-Vertrag – Zusage der Service-Erbringung: Die Service-Beauftragung vorbereiten & regeln http://slidesha.re/h5EZiD

Das Service-Konzept – Basis verlässlicher Service-Erbringung: Die Service-Erbringung konzipieren &
08 http://slidesha.re/gKjJIh
organisieren

09 Die Service-Preise – Grundstrukturen & Basismodelle: Die Service-Preise gestalten & präsentieren http://slidesha.re/hSHFHg

10 Der Service-Umsatz – Einkommen des Service Providers: Den Service-Umsatz ermitteln & optimieren http://slidesha.re/hshrR0

AW Abschluss-Webinar ‚Rückblick, Abschluss & Ausblick: Die Anwendung der erlernten Methoden & Mittel„ http://slidesha.re/f9T2ji
http://www.slideshare.net/PaulGHz/webinarreihe-serviceducation-grundlagen-der-servicialisierung-webinarsteckbriefe-v020000 106

Sources – Topic, title & link

No. Topic or title Source
http://en.wikipedia.org/wiki/Service_(economics)#Service_characteristics
http://busfac32.cob.calpoly.edu/presentations/Sharon_Dobson/Ch08.ppt
01 Service characteristics
http://online.uis.edu/spring2002/bus322/lectures/chap01/sld040.html
http://www.belkcollege.uncc.edu/mjkhouja/02%20Nature.ppt
‚ServQual Model„ http://www.12manage.com/methods_zeithaml_servqual_de.html
02
f. Zeithaml, Parasuraman & Berry http://www.12manage.com/methods_zeithaml_servqual.html
https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des-
03 Service term, definition fachbegriffs-29939479/
http://en.wikipedia.org/wiki/Service_(economics)#Service_definition
https://www.xing.com/net/pric412f8x/servicialisierung/methoden-modelle-
Service Specification by means of vorgehensweisen-verfahren-fur-service-erbringung-511853/service-spezifizierung-eindeutig-
04
the 12 standard service attributes vollstandig-konsistent-mit-den-12-standard-service-attributen-30342944/
http://en.wikipedia.org/wiki/Service_(economics)#Service_specification
https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services-
Service Specification,
05 624096/service-spezifikation-e-mailing-services-
example for E-Mailing-Service
37006903/37006903/?wsa=167921935.da2975#37006903
ITSM Pocket Book http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-
06 ‚IT-Service – Der Kern des Ganzen„ IT-Service-Definition/1782
ISBN 3-9810977-2-6 http://shop.serview.de/product_info.php?cPath=21_34&products_id=36

107

Sources – Topic, title & link

No. Topic or title Source
Dienstleistungsmanagement – Der
Lösungsansatz für die nachhaltige http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement2004120
07
Kundenbindung und 3.pdf
Geschäftsentwicklung
Konzeptpapier ‚Auf dem Weg zu einer
http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091-
08 Service Science„ von der Taskforce
7398a0557f0b.pdf
Dienstleistungen
Servuction Model – ‚Services
09 Marketing, Exam II, Lecture 6' http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt
von Dr. David Andrus
Presentation ‚An Introduction to
Services Marketing„
10 http://www.aueb.gr/users/esaopa/courses/part2.pdf
from Athens University of Economics
and Business
Articel ‚Breaking Free from Product
11 Marketing„ http://www.jstor.org/pss/1250637#
from G. Lynn shostack
Book ‚Servuction„
12 http://openlibrary.org/books/OL19821054M/Servuction
from Pierre Eiglier & Eric Langeard

108

Sources – Documents on http://www.SlideShare.Net

Folder with presentations & documents concerning servicialisation

http://www.slideshare.net/PaulGHz
109

Sources – XING group ‚Servicialisierung„

Hauptforengruppen

• Praxis der Service-Erbringung

• Anwendungsfälle der Servicialisierung

• Grundlagen der Service-Erbringung

• Phasen der Servicialisierung – Von Service-
Identifizierung bis Service-Fakturierung

• Quellen & Stellen

• Service-Terminologie

• Servicialisierung und IT(IL) Service
Management

http://www.xing.com/group-55245.9a4768
110

Sources – Template Service Catalogue

Inhaltsverzeichnis

1 Einführung

2 Service-Spezifizierung

3 Service-Angebot

4 Service-Spezifikation

5 Service-Kommissionierung

6 Service-Erbringung

7 Anhang

http://www.institute4it.com/servicekatalog-17.html
111

Sources – Article ‚IT-Service-Verträge im Mittelstand„

Inhaltsverzeichnis ISSN
1869-280X

1 Service-Begriff
2 Service-Spezifizierung
3 Service Levels
4 Service-Katalogisierung
5 Service-Kommissionierung
6 Tool-Unterstützung
7 Fazit
8 Ausblick
http://www.rifam.de/smf.html
112

Sources – Pocket Book ‚IT-Service – Der Kern des Ganzen„

Inhaltsverzeichnis
ISBN 3-9810977-2-6
1 Vorwort
2 Einführung
3 Was ist ein IT-Service
4 IT-Produkt und IT-Service - ein komplementäres Paar
5 Produktionsmodell für IT-Services
6 Alltagsbeispiel eines Service: Taxi-Service
7 Herausforderungen und Lösungsansätze
8 Service-Produktion
9 Service-Engineering
10 Von Systems zum Service Management
11 Glossar Begriffsdefinitionen
12 Abkürzungsverzeichnis
13 Literatur- und Quellenverzeichnis
http://shop.serview.de/product_info.php?cPath=21_34&products_id=36
113

Servicialisation - From Service Identifying to Service Billing V01.02.00

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