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In dem eintägigen Pre-Workshop 'Servicialisierung' zur USU World 2011 wurden die Grundbegriffe & Grundlagen, Phasen & Methoden der Servicialisierung im Überblick dargestellt - Servicialisierung – Begriffsprägung, Herleitung & Abgrenzung - Service-Trilemma – Service-Qualität, Service-Preis & Service-Kosten - Service-Identifizierung– Service-Konsument, Service-Objekt & Nutzeffekte - Service-Spezifizierung – 12 Service-Attribute, 3 Service Levels & 2 DIN-A4-Seiten - Service-Konzipierung – Service-Spezifikation, Service Map & Service-Drehbuch - Service-Orchestrierung – Service-Konzept, Service Supplier & Service Supply Chain - Service-Katalogisierung – Service-Spezifikation, Service-Preise & Service-Angebot - Service-Kommittierung – Service-Katalog, Service-Spezifikation & SLA - Service-Konzertierung – Erbringungsbereitschaft, -kapazität & Service-Erbringung - Service-Fakturierung – SLA, Service-Erbringungspreis & Service-Konsum - Service Delivery Maturity Model – Reifegrade, Reifekriterien & Reifungsschritte Die weiterentwickelte Version des Leitkonzepts der Servicialisierung für standardisierte & rationalisierte, automatisierte & optimierte Service/Dienst-Erbringung (= Servuktion) wird erläutert & illustriert in dem Konzeptpapier 'Servicialisierung - Service-Erbringung & Methodik'. https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf s. Strukturmatrix 01 'Servicialisierung & Methoden' https://www.slideshare.net/PaulGHz/strukturmatrix-01-servicialisierung-methoden-v060100pdf Das universell anwendbare & durchgängige Leitkonzept der Servicialisierung - ist der Kern des generischen Geschäftsmodells für rechenschaftsfähige Service Provider/Dienstleister in jeglicher Servistrie s. Konzeptpapier 'Service Provider - Service-Trilemma & Geschäftsmodell' https://www.slideshare.net/PaulGHz/konzeptpapier-service-provider-servicetrilemma-geschftsmodell-v060200pdf - wird angewendet auf Basis des 5-stufigen Reifegradmodells ServProMM (= Service Providing Maturity Model), um die laufende Service/Dienst-Erbringung strukturell & dauerhaft zu optimieren bezüglich Verlässlichkeit & Sicherheit, Effizienz & Kosten. s. Strukturmatrix 02 'ServProMM & ADKAR' https://www.slideshare.net/PaulGHz/strukturmatrix-02-servpromm-adkar-v060000pdf - beruht auf der konsistenten & kohärenten Service/Dienst-Terminologie, deren Grundstein die allgemeingültige & vollständige, eindeutige & konsistente Definition des Begriffs 'Service (= Dienst)' ist. s. Konzeptpapier 'Service-Definition - Herleitung & Anwendung' https://www.slideshare.net/PaulGHz/konzeptpapier-servicedefinition-herleitung-und-anwendung-v060200pdf s. Glossar Service-Terminologie https://www.slideshare.net/PaulGHz/servicialisierung-glossar-serviceterminologie-v070000 s. Diskussionspapier 'Workshop 'Service-Definition'' https://www.slideshare.net/PaulGHz/diskussionspapier-workshop-servicedefinition-v090000

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VORTRAGSINHALT Die Ausführung der Geschäftsprozesse wird unterstützt durch die verlässliche & spezifikationsgemäße Erbringung von ICT-systembasierenden Servicetypen. In ihrer Rolle als berechtigte Servicekonsumenten rufen die Mitarbeiter in den Fachabteilungen bei Bedarf jeweils einen einzelnen Service des erforderlichen Service-Typs ab, um ihre aktuell anstehende Aktivität im laufenden Geschäftsprozess effizient auszuführen. Die servicerelevanten ICT-Systeme (= Servuktionsautomaten) müssen diesen Service jeweils verzugslos bewerkstelligen und explizit an den abrufenden Servicekonsumenten erbringen. VORTRAGSAGENDA ◦ Servicetrilemma - Servicequalität, Servicepreis & Servicekosten ◦ Strategiedreiklang – Geschäft, Service & System ◦ Servicekonsument – Auslöser, Adressat & Wertschöpfer ◦ Serviceerbringungsmodell – Servicescape, Hauptrollen & Hauptsphären ◦ Serviceportfolio – Servicetyp, Serviceidentifizierung & Servicespezifizierung VORTRAGSEINORDNUNG Der Vortrag wird gehalten - am 09.12.2013 - in Kassel, Kongress Palais, Gesellschaftssaal - beim itSMF-Jahreskongress 2013 - in der Birds of a Feather Session 'Next Generation ITSM' http://www.itsmf.de/1690.html Ein rechenschaftsfähiger Service Provider meistert für jeden Service-Typ, den er zur Erbringung anbietet, das Service-Trilemma, das sich jeweils aufspannt zwischen - Service-Erbringungsqualität, die die Erfordernisse & Erwartungen von adressierten bzw. autorisierten Service-Konsumenten abdeckt & erfüllt - Service-Erbringungspreis, der erschwinglich & profitabel ist für interessierte bzw. registrierte Service-Kunden - Service-Erbringungskosten, die der Service Provider so weit optimiert, dass er ertragreich operiert. s. Konzeptpapier 'Service-Trilemma - Dimensionen & Beteiligte' https://www.slideshare.net/PaulGHz/konzeptpapier-servicetrilemma-dimensionen-beteiligte-v060100pdf Das Service-Trilemma beantwortet ein rechenschaftsfähiger Service Provider durch die 3 Hauptelemente seines Geschäftsmodells: - Servuktionsversprechen (= Rechenschaftspflicht für Service-Erbringung) - Servuktionskonzept (= Methodik für Service-Erbringung) - Servuktionsertragsmodell (= Rentabilität der Service-Erbringung). s. Konzeptpapier 'Service Provider - Service-Trilemma & Geschäftsmodell' https://www.slideshare.net/PaulGHz/konzeptpapier-service-provider-servicetrilemma-geschftsmodell-v060200pdf Im Fokus des ersten der 3 Hauptelemente stehen die Service-Konsumenten. s. Konzeptpapier 'Service-Konsument - Wertschöpfer & Umsatzbringer' https://www.slideshare.net/PaulGHz/konzeptpapier-servicekonsument-wertschpfer-umsatzbringer-v060300pdf Der Kern dieses Geschäftsmodells ist das universell anwendbare Leitkonzept der Servicialisierung, aus dem dessen 9 Teilmodelle abgeleitet wurden. s. Konzeptpapier 'Servicialisierung - Service-Erbringung & Methodik' https://www.slideshare.net/PaulGHz/konzeptpapier-servicialisierung-serviceerbringung-und-methodik-v060300pdf

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