What is involved in Service system
Find out what the related areas are that Service system connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Service system thinking-frame.
How far is your company on its Service system journey?
Take this short survey to gauge your organization’s progress toward Service system leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Service system related domains to cover and 183 essential critical questions to check off in that domain.
The following domains are covered:
Service system, Anthropological theories of value, Business process, Complex system, Customer Service System, Customer service, Ecosystem services, Enterprise architecture, Learning curve, Managed services, Network effect, Product service system, Self service, Service design, Service economy, Service management, Service network, Service provider, Service science, management and engineering, Services marketing, Strategic service management, Support automation, System of systems, Theory of value, Value chain, Value network, Value proposition, Web service, Work system, Work systems, World economy:
Service system Critical Criteria:
Set goals for Service system goals and display thorough understanding of the Service system process.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Service system processes?
– Why is Service system important for you now?
– How to deal with Service system Changes?
Anthropological theories of value Critical Criteria:
Scrutinze Anthropological theories of value failures and maintain Anthropological theories of value for success.
– How do we know that any Service system analysis is complete and comprehensive?
– How do we Improve Service system service perception, and satisfaction?
– How do we keep improving Service system?
Business process Critical Criteria:
Substantiate Business process outcomes and modify and define the unique characteristics of interactive Business process projects.
– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?
– Are interruptions to business activities counteracted and critical business processes protected from the effects of major failures or disasters?
– When conducting a business process reengineering study, what should we look for when trying to identify business processes to change?
– Do the functional areas need business process integration (e.g., order entl. billing, or Customer Service)?
– If we process purchase orders; what is the desired business process around supporting purchase orders?
– If we accept wire transfers what is the desired business process around supporting wire transfers?
– To satisfy customers and stakeholders, which internal business process must we excel in?
– How do you inventory and assess business processes as part of an ERP evaluation?
– Will existing staff require re-training, for example, to learn new business processes?
– Do changes in business processes fall under the scope of Change Management?
– What business process supports the entry and validation of the data?
– How do we improve business processes and how do we deliver on that?
– On what basis would you decide to redesign a business process?
– How does the solution handle core business processes?
– What is the business process?
Complex system Critical Criteria:
Win new insights about Complex system management and tour deciding if Complex system progress is made.
– How much testing is necessary in order to expose all the potential failure modes and situations of highly integrated complex systems?
– What are the Essentials of Internal Service system Management?
– Complex interventions or complex systems?
– How would one define Service system leadership?
Customer Service System Critical Criteria:
Differentiate Customer Service System adoptions and describe the risks of Customer Service System sustainability.
– Why is it important to have senior management support for a Service system project?
– Which individuals, teams or departments will be involved in Service system?
– What are current Service system Paradigms?
Customer service Critical Criteria:
Guide Customer service management and perfect Customer service conflict management.
– What external or societal factors are often used to group people together and affect the way members of a group are seen or perceived?
– Do we know what percentage of customers are likely to spend more if the Customer Service rep is helpful?
– Management: what qualities would a manager who is focused on outstanding Customer Service possess?
– What are acceptable techniques for directing a customer to the Customer Service department?
– Do you bypass the system and work around the unhelpful person in order to get the job done?
– What qualities would a manager who is focused on outstanding Customer Service possess?
– Do we End each day with a sense of personal accomplishment and fulfillment?
– How can we ensure Customer Service reps are listening to the customer?
– What do you do when someone is treating a Customer Service rep badly?
– Ow often do you hear people complaining about poor Customer Service?
– Will your customer know what to do after receiving our replies?
– Customer Service: How can social CRM improve service quality?
– What are the issues of scaling Twitter for Customer Service?
– Who are your best and worst customers to deal with and why?
– Why should a customer be bothered about your problems?
– Are there any gaps in or problems with the system?
– How would you define Customer Service?
– Are your people easy to deal with?
– When Is Service Recovery Needed?
– What Do Customers Need?
Ecosystem services Critical Criteria:
Check Ecosystem services risks and track iterative Ecosystem services results.
– What are your current levels and trends in key measures or indicators of Service system product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?
– How to Secure Service system?
Enterprise architecture Critical Criteria:
Think carefully about Enterprise architecture projects and look for lots of ideas.
– With the increasing adoption of cloud computing do you think enterprise architecture as a discipline will become more or less important to us and why?
– Enterprise architecture planning. how does it align with to the to be architecture?
– What new services of functionality will be implemented next with Service system ?
– How does the standard fit into the Federal Enterprise Architecture (FEA)?
– Are Enterprise JavaBeans still relevant for enterprise architectures?
– Are software assets aligned with the agency enterprise architecture?
– Are the levels and focus right for TOGAF enterprise architecture?
– Are software assets aligned with the organizations enterprise architecture?
– Is There a Role for Patterns in Enterprise Architecture?
– What is the value of mature Enterprise Architecture?
– Why Should we Consider Enterprise Architecture?
– What is an Enterprise Architecture?
– What Is Enterprise Architecture?
– Are we Assessing Service system and Risk?
– Why Enterprise Architecture?
Learning curve Critical Criteria:
Examine Learning curve outcomes and probe the present value of growth of Learning curve.
– Does Service system analysis show the relationships among important Service system factors?
– What are your most important goals for the strategic Service system objectives?
– What is your anticipated learning curve for Technical Administrators?
– What is your anticipated learning curve for report users?
Managed services Critical Criteria:
Apply Managed services outcomes and find the ideas you already have.
– What are the most preferred dedicated or cloud hosting providers giving managed services in their core plans?
– What are the top 3 things at the forefront of our Service system agendas for the next 3 years?
– Is there any existing Service system governance structure?
– Are there Service system problems defined?
– Why choose managed services?
Network effect Critical Criteria:
Nurse Network effect goals and revise understanding of Network effect architectures.
– How important is Service system to the user organizations mission?
– Are assumptions made in Service system stated explicitly?
– What are specific Service system Rules to follow?
Product service system Critical Criteria:
Meet over Product service system results and optimize Product service system leadership as a key to advancement.
– What are the success criteria that will indicate that Service system objectives have been met and the benefits delivered?
– In what ways are Service system vendors and us interacting to ensure safe and effective use?
– To what extent does management recognize Service system as a tool to increase the results?
Self service Critical Criteria:
Generalize Self service tasks and assess and formulate effective operational and Self service strategies.
– How is it possible to deliver real time self service BI with a legacy RDBMS source?
– What sources do you use to gather information for a Service system study?
– What business benefits will Service system goals deliver if achieved?
– Do calls labeled Self Service speak to a CSR?
Service design Critical Criteria:
Tête-à-tête about Service design adoptions and mentor Service design customer orientation.
– In a project to restructure Service system outcomes, which stakeholders would you involve?
Service economy Critical Criteria:
Understand Service economy engagements and tour deciding if Service economy progress is made.
– What are our best practices for minimizing Service system project risk, while demonstrating incremental value and quick wins throughout the Service system project lifecycle?
Service management Critical Criteria:
Have a session on Service management engagements and visualize why should people listen to you regarding Service management.
– We are are often challenged to reduce our overheads and operational costs. Cost reduction initiatives can be difficult to manage and it is essential to target the right areas. Where can costs reasonably be reduced or margins improved without any service disruption or without affecting service levels?
– The landscape of field service is continuously transforming. to become truly customer focused, field service organizations must take field excellence beyond scheduling technical appointments and closing customer complaints. so how can proactive fsm support this goal?
– What might we do to further exploit the information gathered by service management systems to reduce customer defections?
– What other departments, besides it, use service catalog as a means of publishing their services in your organization?
– Are we getting a handle on project initiation-related risks, which is all about are we doing the right things?
– Why do many organizations stumble or fail in their initial attempts at implementing itsm practices?
– Is Service Delivery (hardware/software/people) capable of supporting requirements?
– What does each software asset cost now and throughout the upgrade/refresh cycles?
– If your itsm team is slated for growth, what are the relevant reasons?
– Are you currently engaged in an it Service Management project?
– In what respects are we a successful service organization?
– What does a disaster recovery plan look like?
– What do you see as your major ITSM challenge?
– When does the work need to be completed?
– What assumptions need to be modified ?
– What is it Service Management?
– Is ITIL becoming irrelevant?
– Does IT get our business?
– Are we over licensed?
– What is working?
Service network Critical Criteria:
Scan Service network outcomes and get the big picture.
– Does Service system include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?
– Which customers cant participate in our Service system domain because they lack skills, wealth, or convenient access to existing solutions?
– Why are Service system skills important?
Service provider Critical Criteria:
Experiment with Service provider risks and correct Service provider management by competencies.
– How quickly can a cloud service provider scale services and capability and is this quick enough for the requirements of the customer/consumer?
– Which type of expense is most likely to increase as an organization increases the consumption of cloud resources from a service provider?
– Think about service providers who have difficulty making small talk during interactions with customers. why do you think this happens?
– There are numerous state and federal laws requiring IT security compliance. Do you know which apply to your organization?
– Do you conduct an annual privacy assessment to ensure that you are in compliance with privacy laws and regulations?
– What ITIL best practices, security and data protection standards and guidelines are in use by the cloud service provider?
– Do you publish a bulletin board, chat room or otherwise allow users to upload or post content to your website?
– Does your company have a current information security policy that has been approved by executive management?
– Do you utilize retained private information in any other way than originally intended or disclosed?
– Regarding the organizations Definition of Endpoints ; Do your policy guidelines cover smartphones?
– How will the service provider ensure the staff stays current in the technology/service field?
– Do you require that sub contractors submit proof of insurance separate from the primary?
– What service providers would be able to build this application if outsourced?
– Have you experienced any breech or security incident in the past 6 months?
– Do you require sub-contractors to carry E&O insurance?
– What is the average contract value and duration?
– How long are you required to store your data?
– Who has authority to customize contracts?
– Who Will Benefit?
Service science, management and engineering Critical Criteria:
Have a meeting on Service science, management and engineering goals and spearhead techniques for implementing Service science, management and engineering.
– Does Service system systematically track and analyze outcomes for accountability and quality improvement?
– Is there a Service system Communication plan covering who needs to get what information when?
– Do we have past Service system Successes?
Services marketing Critical Criteria:
Substantiate Services marketing tactics and triple focus on important concepts of Services marketing relationship management.
– What are your results for key measures or indicators of the accomplishment of your Service system strategy and action plans, including building and strengthening core competencies?
– How do we manage Service system Knowledge Management (KM)?
Strategic service management Critical Criteria:
Systematize Strategic service management planning and explore and align the progress in Strategic service management.
– Do Service system rules make a reasonable demand on a users capabilities?
– Who needs to know about Service system ?
Support automation Critical Criteria:
Win new insights about Support automation failures and visualize why should people listen to you regarding Support automation.
– What will be the consequences to the business (financial, reputation etc) if Service system does not go ahead or fails to deliver the objectives?
– Who will be responsible for documenting the Service system requirements in detail?
– Can we do Service system without complex (expensive) analysis?
System of systems Critical Criteria:
Design System of systems tactics and look at the big picture.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Service system?
– Is the Service system organization completing tasks effectively and efficiently?
– What is the best definition of System of Systems?
Theory of value Critical Criteria:
Discourse Theory of value risks and separate what are the business goals Theory of value is aiming to achieve.
– Will new equipment/products be required to facilitate Service system delivery for example is new software needed?
– Do several people in different organizational units assist with the Service system process?
Value chain Critical Criteria:
Boost Value chain projects and achieve a single Value chain view and bringing data together.
– Do those selected for the Service system team have a good general understanding of what Service system is all about?
– Does Service system create potential expectations in other areas that need to be recognized and considered?
– What role does communication play in the success or failure of a Service system project?
Value network Critical Criteria:
Design Value network strategies and create a map for yourself.
– What prevents me from making the changes I know will make me a more effective Service system leader?
– Does Service system appropriately measure and monitor risk?
Value proposition Critical Criteria:
Contribute to Value proposition strategies and adjust implementation of Value proposition.
– What is the value proposition for the customer (How well will the product or service solve the problem)?
– How do we ensure that implementations of Service system products are done in a way that ensures safety?
– What is the biggest value proposition for new BI or analytics functionality at your company?
– Value proposition – can we create and sustain competitive advantage for this product?
– Quality vs. Quantity: What data are required to satisfy the given value proposition?
– How must our value proposition change to earn greater customer loyalty?
– What is the purpose of Service system in relation to the mission?
– Quantity: What data are required to satisfy the given value proposition?
– How well is the value proposition of the product defined?
– What Is Your Employee Value Proposition?
– What is your present value proposition?
Web service Critical Criteria:
Demonstrate Web service outcomes and diversify disclosure of information – dealing with confidential Web service information.
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– How does this standard provide users the ability to access applications and services through web services?
– What is the best strategy going forward for data center disaster recovery?
– Amazon web services is which type of cloud computing distribution model?
– What are the long-term Service system goals?
Work system Critical Criteria:
Deliberate over Work system strategies and find out.
– How do you ensure work system and workplace preparedness for disasters or emergencies? how does your disaster and emergency preparedness system consider prevention, management, continuity of operations, and recovery?
– How do you measure the Operational performance of your key work systems and processes, including productivity, cycle time, and other appropriate measures of process effectiveness, efficiency, and innovation?
– Think about the kind of project structure that would be appropriate for your Service system project. should it be formal and complex, or can it be less formal and relatively simple?
– How do you decide which processes within your overall work systems will be internal to your organization (your key work processes) and which will use external resources?
– Which Service system goals are the most important?
Work systems Critical Criteria:
Start Work systems quality and drive action.
– Can Management personnel recognize the monetary benefit of Service system?
– What is Effective Service system?
World economy Critical Criteria:
Exchange ideas about World economy visions and attract World economy skills.
– How can you measure Service system in a systematic way?
– How do we Lead with Service system in Mind?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Service system Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Service system External links:
USMAP Self-Service System
Check a Registration – Selective Service System > Home
DCAS – Work for the City – The Civil Service System
Anthropological theories of value External links:
Anthropological theories of value – revolvy.com
https://www.revolvy.com/topic/Anthropological theories of value
Business process External links:
Infosys BPM – Business Process Management | BPM …
Microsoft Dynamics 365 – Modernizing Business Process …
What Is a Business Process? (with picture) – wiseGEEK
Complex system External links:
CAPS | Complex Systems Institute | UNC Charlotte
Complex system in place to evaluate umpires | MLB.com
MIT’s Architecture of Complex Systems Online Course …
Customer Service System External links:
Integrated Customer Service System – Yusen Logistics
ITTC Customer Service System
Redmine Helpdesk Plugin: Ticketing Customer Service System
Customer service External links:
ODJFS | Child Support Customer Service Portal
Customer Service | Progressive
Customer Service – WFG National Title Company
Ecosystem services External links:
Ecosystem Services – fs.fed.us
Ecosystem Services in EnviroAtlas | EnviroAtlas | US EPA
Ecosystem Services | Ecosystems Research | US EPA
Enterprise architecture External links:
Enterprise Architecture (EA) Tools and Software Reviews
Enterprise Architecture – CDT Services
Enterprise Architecture | North Dakota ITD
Learning curve External links:
The Learning Curve Tucson
Psychology: Learning Curve 1b. Flashcards | Quizlet
Managed services External links:
Office Equipment | IT Support | Managed Services
REAN Cloud – Managed Services | Cloud Computing | …
Managed Services Trouble Reporting Home
Network effect External links:
Ideator: Innovation Team | The Network Effect
The Network Effect – Beyond Supply Chains
Network Effect – investopedia.com
Product service system External links:
Designing Product Service System – Service Blueprint
Self service External links:
Claimant Self Service Logon – in
Login & Support | ADP Portal | ADP Self Service Portal
Credit Card – Self Service
Service design External links:
[PDF]Radiology Service Design Guide – Office of …
DOERS. Service Design Conference 2018 | Europe
Hive Design | YOUR FULL-SERVICE DESIGN FIRM
Service economy External links:
The service economy (Book, 1968) [WorldCat.org]
The Rise of the Service Economy – NBER
What Is a Service Economy? (with pictures) – wiseGEEK
Service management External links:
ServiceAide Cloud Service Management
Cerner – Service Management
Field Service Management Software by ClickSoftware
Service network External links:
Payment Service Network (PSN) | Payment & Billing Services
Motorcraft Professional Service Network
CARFAX® Service Network
Service provider External links:
Sonic – Internet & Phone Service Provider
My Provider Link – Your Service Provider’s Billing Partner
Moving Helper® sign in – Moving Help Service Provider login
Services marketing External links:
Services marketing (Book, 2015) [WorldCat.org]
Strategic service management External links:
A framework for strategic service management – …
What is strategic service management? Webopedia …
Skill Pages – Strategic service management | Dice.com
Support automation External links:
Ada — Support automation made simple
L1 Support Automation process – YouTube
Support Automation and Insight Remote Support | HPE™
System of systems External links:
System of Systems Engineering – Old Dominion University
Theory of value External links:
Theory of Value: An Axiomatic Analysis of Economic Equilibrium (Cowles Foundation Monographs Series): 9780300015591: Economics Books @ Amazon.com
Labor Theory Of Value – investopedia.com
What is the Labor Theory of Value? – YouTube
Value chain External links:
TRACC Value Chain Improvement Solution
Value Chain – Investopedia
GTABC // A Time of Ownership – GTABC // African Value Chain
Value network External links:
Home | Puget Sound High Value Network
Value Network – P2P Foundation
Resource Library: One Network’s Real Time Value Network
Value proposition External links:
Value Proposition – Insurance Associates
How To Create A Useful Value Proposition w/ Examples
[PPT]Value Proposition – Worcester Polytechnic Institute (WPI)
Web service External links:
kumo cloud™ Mobile App and Web Service for HVAC Control
Amazon.com – Marketplace Web Service
LDAPAuth Web Service
Work system External links:
“Work System Perspective on Service, Service Systems, …
Hold a table or bench top by using this Centipede Portable Work System Compacting Sawhorse. Easy to transport and convenient to store.
“Work System Theory: Overview of Core Concepts, …
Work systems External links:
Work systems theory – IS Theory
Work Systems Design – RMIT University
GMS401 Design of Work Systems Flashcards | Quizlet