1. CSP404 Perancangan Sistem Berorientasi Layanan
Service Design
CSP404 Perancangan Sistem Berorientasi Layanan

2. Strategic planning A process by which:
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Strategic planning
A process by which:
A firm analyzes current conditions, and projects which might happen in the future
From this, it makes decisions about what it should do, within the context of its goals

3. Components of the strategic management model
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Components of the strategic management model
The steps involved in formulating and reviewing strategy may be summarized as follows:
“SWOT” (strengths, weaknesses, opportunities and threats)
Strategy formulation
Strategy implementation
Evaluate results
Reformulate strategy

4. Internal analysis
The quality and quantity of the firm’s resources; strengths and weaknesses; and competencies
Service
Delivery
System
Features:
-People
-Technology
-Processes
Capacity constraints
How will it:
-ensure quality,
-help you differentiate,
-create entry barriers?
Does the service system tie to the strategy?
Operating
Strategy
Elements:
-operations
-finance
-human res.
-etc
Where will you focus?
Measures?
Incentives?
Compare to competition
-costs
Can you provide the service required and still make a profit?
Concept
Results
What do your customers want?
How are results perceived?
What effect on design, delivery, marketing?
How is the concept positioned relative to customer wants and competitor’s offering?
Target
Market
Segments
Dimensions
What do segments have in common?
How to segment?
What needs do they have?
How well are they already being served?
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5. External environmental factors pertinent to services
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External environmental factors pertinent to services
External Environment
forces over which the firm has little to no control
Remote environment
Social
Technological
Industry environment
Competition
Operating environment
Our resources

6. Generic business strategies
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Generic business strategies
Cost leadership in services
Requires consideration of the following
Efficient-scale facilities
Tight cost controls
Investment in high-technology
Sacrifices in pricing, initial start-up losses
May look for customers who cost less to serve
Network strategy
Differentiation in services
Creating a service that is perceived to be unique; the drive is for customer loyalty over stringent cost controls.
Focus in services
The intention is to serve a narrow market segment in an exceptional way.

7. Choosing and implementing a strategy
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Choosing and implementing a strategy
Balance a mix of strategies
Trade-offs between risk and growth
What to in-source / out-source
Annual or short term objectives
Measures

8. Organizational structure and culture
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Organizational structure and culture
Create policies that empower action
Structure may need to be adapted to strategy
Three driving forces
Globalization
The internet
Speed

9. Measurements Hard to do “You get what you measure”
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Measurements
Hard to do
Too much data, poor collection decisions, erroneous data
“You get what you measure”
What leaders inspect is what people work on
Customers don’t know what they think is good, they just know when it’s bad

10. Designing Service Solution
SLA
Live
SAC
SDP
Business
requirements
Build service solution (Transition)
Test service solution (Transition)
Develop service solution (Design)
Design service solution (Design)
Document & agree business requirements (Strategy & Design)
Transition & Operation involvement
Operation
Improvement
Transition
Strategy
Design
Project (Project team)
SLM
SLR
Pilot
Build, Test, Release & Deployment Management ✔
RFC
released
Approved
for design
Approved for
development
for build
for test
for warranty
live release
Review &
Closure
Change Management:
Design & Development
Pilot/warranty
period
operation

11. Definition
The Design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements
Service Design translate strategic plans and objectives and creates the design specifications for execution through Service Transition and Operation

12. Objectives Service that meet business requirements
Service that minimize/constraint costs of service provision
Service that adhere to the policies and principles of Service Strategy
Design efficient and effective processes for the design, transitions, operation and improvement of high quality IT services
Design secure and resilient IT infrastructure
Design measurement methods and metrics
Reducing the need for reworking and enhancing services

13. Business Value Reduce Total Cost of Ownership (TCO)
Improve quality and consistency of service
Easier implementation of new or changed services
Improve service alignment to business need
More effective service performance
Improve IT Governance
More effective service management and IT
Improve information & decision making
Reduce Total Cost of Ownership (TCO) by ensuring that all aspects of services, processes and technology are designed properly and implementing against the design
Improve quality and consistency of service because services are designed within the corporate strategy , architectures and constraints
Easier implementation of new or changed services due to having comprehensive Service Design Packages that can be used by Service Transition
Improve service alignment to business need (Service designing against Portfolio requirements to meet documented business need)‏
More effective service performance due to incorporation and recognition of Capacity, Financial Availability and IT Service Continuity plans during Design
Improve IT governance
More effective Service Management, as processes will be designed with optimal quality and cost effectiveness
Improve information & decision making through having better measurements an metrics 'designed in'

14. Service Design The business IT Services IT
Business service a Business service b Business service c
The business
Business
Process
Business
Process
Business
Process
Business
Process
Business
Process
Business
Process
Business
Process
Business
Process
Business
Process
Service D
SLAs
Service C
IT Services
SLAs
Service B
SLAs
Service A IT
Service Strategy
Service Transition
Service Operation
SKMS
Service
Portfolio
Service Design
SLAs
SLAs
SLAs
Services
Lifecycle
Process
SCM
SLM
SLAs
SLAs
SLAs
Service Improvement
Capacity
Architectures
Security
Availability
SLAs
IT Service Continuity
SLAs
SLAs
Measurement
methods
Supplier
Support teams
Suppliers

15. Policy/strategy governance compliance
Service Composition
Business Service
Requirement
Requirements/demand:
Business Service A
Business
Process
Business
Process
Business
Process
IT Service
Policy/strategy governance compliance
Utility:
Name, description,
purpose, impact, contacts
Service
Warranty:
Service levels, targets, assurance
service hours, responsibility
SLAs/SLRs
incl. Cost/prices
Assets/resources:
Systems, assets,
components
Infrastructure
Environment
Data
Applications
Assets/capabilities:
Process, supporting targets, resources
OLAs
contracts
Support
services IT
process
Assets/capabilities:
Resources, staffing, skills
Support
teams
Supplier

16. The ‘4P’s of Service Management
Processes
Product
Partners
People
These are the ‘Major Components’ of Service Management
The design and subsequent Implementation of Service Management (and individual service) is about preparing and planning (designing) the effective and efficient use of the four Ps

17. New service development design considerations
Element
Considerations
Delivery system
What does the customer see, where does production occur? In B2B can we seamlessly move information from one processing point to the next?
Facilities design
Size, layout, how does it feel? Important in B2C – if people are uncomfortable they probably won’t come back.
Capacity planning
Queues and demand. Typically we don’t plan for full capacity which would result in waste. What do we do with excess capacity? What do we do with customers when we have to make them wait?
Service encounter
Employee training and empowerment. The culture your people experience affects their ability and willingness which in turn affects customer relationships.
Quality
Measurements and managing expectations. Service quality is covered in another module.
Managing capacity and demand
Adjusting your plans to accommodate customer requirements, or is there a way to drive demand to map to your ability to deliver (think of happy hour).
Information
What to collect, keep, for competitive advantage. At issue here is privacy and who really ‘owns’ the data? Can you think of any service that doesn’t depend on information?
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