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A Service Model describes how a service provider creates value for a given portfolio of customer contracts by connecting the demand for service from the assets of its customers with the service provider's service assets. It describes both the structure and the dynamics of the service:
• Structure - The particular service assets needed to deliver the service and the patterns in which they are configured.
• Dynamics - The activities, flow of resources, coordination, and interactions between customer and service provider assets (e.g. interaction between service users and service agents). Service dynamics include Patterns of Business Activity (PBAs), demand patterns, exceptions and variations.
A Service Model may include:
• process maps
• workflow diagrams
• queuing models
• activity patterns
• etc
What else can I help you with?
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