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DSV - Coggle Diagram

- - - - Assess user skills and the available range of support actions before implementing self-service
  - - - organizing and performing equipment hand-off from the service consumer to the service provider
      - revoking access of either party to the other party’s resources, wherever applicable
      - calculating and processing exit payments, including outstanding amounts on either side
  - - - Only people with proven knowledge and skills may use certain services.
    - - Only users of proven identity may access certain services or service levels.
    - - be structured in a logical way, reflecting users’ needs and patterns of activity
      - be presented in language that is clear and familiar to the users
  - - - Offer targeted user training to specific user groups, roles, and user profiles based on personas.
      - Consider focusing the training around the users’ needs instead of the product.
- - - - The customer satisfaction index is a good place to track and assess customer experience.
        However, without supporting metrics, it may be hard to perform further analyses of root causes: for example, in the case of a declining customer satisfaction level.
      - Service level metrics can be a great help for this analysis. The combined set of experience and satisfaction metrics and service level and resource performance metrics gives an opportunity for service providers to investigate deviations and enable continual improvement.
- - - - The objective is to enable the service provider to group customers based on their needs and behaviour, so that the service provider can address them accordingly.
  - - - An explicit promise made by a service provider to its customers that it will deliver a particular bundle of benefits.
        
        A well-written value proposition is one of the most important elements of marketing, as it immediately highlights the benefits of the products or services.
    - - The marketplace is the physical world
        
        initiatives in the marketplace
        
        • places to meet potential customers
        
        • breakfast seminars
        
        • sales meetings
        
        • conference presentations
        
        • newspaper announcements
        
        • magazine articles
        
        • flyers and brochures
      - the marketspace is defined by all the possible channels made available on the internet.
        
        initiatives in the marketspace
        
        • websites
        
        • newsletters
        
        • adverts
        
        • webinars
        
        • podcasts
        
        • profiling
        
        • bots
        
        • big data, IoT, and artificial intelligence (AI) used for targeted marketing.
        
        social media
    - - Profiling is a method of tracking service consumer behaviour in order to understand consumers’ needs and to enable targeted marketing campaigns.
      - Personalizing is about knowing what range of service offerings the customer is most likely to want to obtain and presenting those specific offers to the customer.
  - - - A PESTLE analysis is a strategic tool that provides input for the organization’s strategy and direction, as well as for internal policies and procedures.
    - - The four dimensions of service management should be assessed in order to understand internal factors.
      - 3.1.3.1 SWOT analyses
        
        A SWOT analysis involves four specific aspects of an organization: the internal strengths and weaknesses, and the external opportunities and threats.
    - - When a service consumer understands its overall needs for service, it can then convert these into service objectives and explore opportunities. The continual improvement model introduced in ITIL Foundation may be a useful way to do this.
  - - - A decision matrix is often used in the decision process, combining the most important criteria and their worth.
- - - - It addresses how designers should think in order to create innovative solutions that fit user needs.
      - User-centred
        
        The customers and users need to be put at the centre of the design process.
      - Sequencing
        
        Service design thinking deconstructs customer journeys into single touchpoints and service interactions.
      - Evidencing
        
        Physical evidence or artefacts, such as souvenirs, can trigger the memory of positive service moments.
- - - - Peer support, knowledge articles, discussions, and improvement initiatives can help to decrease users’ demand for support from the service provider and move support closer to the user (shift left), provide valuable insights and improvement opportunities, and help in communicating news and status updates.
        
        communities can become a powerful means of communication and cooperation between users and service providers.
  - - - Technology is used to support the service provider in the service provision. For example, a service desk representative may use an information system to register and manage requests from users.
    - - The service provider, the service consumer, or both are represented entirely by technology. Examples include self-service, chatbots, a service consumer application that automatically requests more storage from the service provider, etc.
    - - Interactions between users and service providers can be standardized for all or for large groups of users or adjusted to fit the requirements and preferences of individual users or small groups.
    - - Both the service provider and the user have access to the same technology as part of the service provision. For example, a service desk representative may use remote access software to take over the screen of a user as they discuss an issue.
    - - For all types of service requests, rules and conditions should be agreed and communicated to all of the involved roles in both service provider and service consumer organizations
        
        channels and means of initiating a request
    - - A moment of truth is a key touchpoint or service interaction between the service provider and a user in which the user forms or changes his or her impression of any aspect of the service experience, service organization, products, or services.
    - - the user may get a report every month as part of a subscription or the service provider may update the software on the user’s device automatically when a new version is available.
    - - the user requests a service on a service portal, downloads an application, calls a service desk, etc.
- - - - The service interaction method helps to describe and evaluate the service outcome based on the performance of key service interactions performed by the users and the service provider during service consumption. It helps the parties in the planning of value co-creation.
    - - Service quality The totality of a service’s characteristics that are relevant to its ability to satisfy stated and implied needs.
      - Service level One or more metrics that define expected or achieved service quality.
  - - - Utility The functionality offered by a product or service to meet a particular need
        
        fit for purpose
        
        utility characteristics are often binary (it works or it does not work)
        
        if some functions of a system are unavailable or performed with a high number of errors, they can be assessed as a percentage of agreed utility rather than as a binary indicator
      - Warranty Assurance that a product or service will meet agreed requirements
        
        fit for use
        
        Information security
        
        Number of security incidents caused by malware from the internet per month (0)
      - 6.2.4.3 Experience
        
        Many experience metrics are related to the service interface performance; others may indicate user satisfaction with either interface, or the service in general
- - - - Service providers are often challenged by large variations in service demand and limited capacity. Failing to shape the demand to match the supply will cause a poor return on capacity investments
      - 5.1.3.1 Pricing and charging mechanisms
        
        Differential charging and yield management are examples of using pricing and charging mechanisms for managing capacity and demand.
        
        There are adverse side-effects of charging being used as a demand management mechanism.
      - 5.1.3.2 Service improvement opportunities
        
        Service quality depends on the management of improvement opportunities. Conflicting requests from customers, poor pricing incentives, or a lack of a dedicated improvement budget could be sources of conflict. Therefore, the service provider must handle improvement opportunities professionally
    - - To establish a business case, the service provider needs to understand the cost of providing a service. To do this, it needs to have a cost model that considers all the resources required. Analysing the cost elements in all four dimensions of service management may be helpful.
    - - To understand how services are being used, it is useful to analyse the patterns of business activity. Facts and charts are produced through monitoring and logging, reflecting the service usage. This information will allow measures to be implemented to meet peaks in demand.
        
        A workload profile of one or more business activities. PBAs are used to help the service provider understand and support different levels of service consumer activity.
  - - - Raising awareness about available services is the first step of selling to internal customers. Internal sales and promotions, combined with incentives and pricing mechanisms, are important for managing demand.
      - One of the most important tools for the internal sales process is the service catalogue: a communication tool for promoting services.
    - - Several factors should be considered when deciding the price of a service:
    - - Request for information
        
        Ask general questions
      - Request for quotation
        
        Focus on price
      - The service provider should avoid creating a higher price for a service than it is worth for the customer
      - It is important that service consumers do not prepare lists of requirements based on experiences with outdated products before talking to potential service providers.
        
        Instead, they should describe requirements that are based on their actual needs, then listen to the service providers.
- - - - Commitment
        
        The concern for common goals and other people’s success and welfare
      - Cosistency
        
        The ability to perform as expected in the same way.
        
        Seek first to understand, then to be understood
        
        Deliver expected performance over time
        
        Respond in a timely manner
      - Capability
        
        The ability to produce results
        
        Adequate knowledge and skills
        
        Sufficient capacity for demand
        
        Demonstrate agility/adaptability
  - - - Table 4.4 Pros and cons for a basic service relationship
        
        Service consumer
        
        Emphasis is placed on efficiency and transactions
        
        Service provider
        
        Single channel of communication
- - - - The customer journey is the overall perception of the touchpoints and interactions between the service consumer and the service provider.