SERVICE SPECIFICATION - SERVICE SPECIFICATION Any service...

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SERVICE SPECIFICATION Any service can be clearly, completely, consistently and concisely specified by means of the following 12 standard attributes which conform to the MECE principle (Mutually Exclusive, Collectively Exhaustive) 1. SERVICE CONSUMER BENEFITS 2. SERVICE-SPECIFIC FUNCTIONAL PARAMETERS 3. SERVICE DELIVERY POINT 4. SERVICE CONSUMER COUNT 5. SERVICE DELIVERING READINESS TIMES 6. SERVICE SUPPORT TIMES 7. SERVICE SUPPORT LANGUAGES 8. SERVICE FULFILLMENT TARGET 9. SERVICE IMPAIRMENT DURATION PER INCIDENT 10. SERVICE DELIVERING DURATION 11. SERVICE DELIVERY UNIT 12. SERVICE DELIVERING PRICE The meaning and content of these attributes are: 1. Service Consumer Benefits describe the (set of) benefits which are triggerable, consumable and effectively utilizable for any authorized service consumer and which are rendered to him as soon as he trigger one service. The description of these benefits must be phrased in the terms and wording of the intended service consumers. 2. Service-specific Functional Parameters specify the functional parameters which are essential and unique to the respective service and which describe the most important dimension(s) of the servicescape, the service output or the service outcome, e.g. maximum e- mailbox capacity per registered and authorized e-mail service consumer. 3. Service Delivery Point describes the physical location and/or logical interface where the benefits of the service are triggered by and rendered to the authorized service consumer. At this
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  • Fall '13
  • MarzenaCedzynski
  • Consumer

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