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1 | Id | Name | Description | Examples | Rationale and issues | Type | Owner | Value elements | Metrics | Lifecycle stages | Lifecycle transitions | Required relations | Permissible relations | View points | Object type | ArchiMate concept type | Object owner | Object Status | Object Audit trail | Attribute 1 | Attribute 2 | Attribute 3 | Attribute 4 | Attribute 5 | Attribute 6 | Attribute 7 | ||||||||
2 | (Justification of the description and/or the attributes) | (Role that typically owns the object) | (What constitute the value of the object?) | (How do you measure the object?) | (Which views include the object in addition to the ArchiMate views?) | (Class or Entity?) | (Who owns the description of the object?) | (Draft / reviewed / approved) | Name | Possible values | Name | Possible values | Name | Possible values | Name | Possible values | Name | Possible values | Name | Possible values | Name | Possible values | ||||||||||||
3 | C01 | Actor | An entity that can behave | Description is based on definitions from ArchiMate 2.1 - but simplified to emphasize its abstraction. | Person Organizational unit | Person: Plan Recruit On-board Manage Evaluate Develop Terminate Organizational unit: Plan Design Implement Maintain Evaluate Develop Dissolve | Organizational capability Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Requirements Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business actor | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
4 | C03 | Attitude | The way a person views something or tends to behave towards it, often in an evaluative way | Description is based on definition from Collins English Dictionary The attribute 'Lifecycle stages' is partly based on COBIT 5 | Positive Negative | Plan Design Develop Use Evaluate Update Dispose | Culture | Management Organization Lifecycle Capability Risk Service provider Service consumer In-side-out | Class | Driver | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
5 | C04 | Behavior | Observable acts or reactions in response to stimuli | Description is partly based on The American Heritage Dictionary of the English Language The attribute 'Lifecycle stages' is partly based on COBIT 5 | Plan Design Develop Use Evaluate Update Dispose | Culture | Management Organization Lifecycle Capability Risk Service provider Service consumer In-side-out | Class | Driver | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
6 | C05 | Capability | <OBSOLETE> | The object was changed (Johann Botha 2022015 RFC) on 20-02.2015 from an independent object to an attribute on the "Service System" object Old defintion: "Ability to perform. Capabilities require investment of time and effort to develop, unlike resources which can be bought or otherwise easily acquired. Resources are the means that may be necessary to supply the capability" Description is partly based on WordNet 3.0, Farlex clipart collection and the Oxford Dictionary The description assumes that capabilities must be developed, but is that always true? If you outsource it is it then still a capability, or does it then turn into a service? | 2015-02-20 RFC Johann Botha 2022015 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||||||||
7 | C06 | Case | An instance or occurrence of a service element. Case management is most suitable for complicated, unfamiliar and exploitative processes, opposed to simple, standardized and predictable service elements that may be handled according to standard procedures. | Description is inspired by the Cynefin model proposed by David Snowden and the Standard+Case approach by Rob England The attribute 'Lifecycle stages' is partly based on COBIT 5 | Define Create/Develop Deploy Evaluate Improve Retire | Way of working | Management Organization Goals cascade Management system Capability Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Business interaction | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
8 | C07 | Compensation | Something, such as money, given or received as indemnity, payment or reparation, as for a service or loss. | Description is based on The American Heritage Dictionary of the English Language The attribute 'Type' is partly based on TUDOR Literature Review on Services | Money Benefits Contribution Interest Services | Output | Governance Management Stakeholder Goals cascade Requirements Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
9 | C08 | Competence | The ability to apply a skill, experience, qualification and/or knowledge to perform useful work | Description is partly based on SFIA version 5 The attribute 'Lifecycle stages' is partly based on COBIT 5 | Skill Experience Qualification | Plan Develop/Acquire Deploy Use Evaluate Update Dispose | Organizational capability Skill Experience Qualification | Management Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Meaning | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
10 | C09 | Consumable | Physical resource that is consumed during normal use. A consumable is used up as it is consumed, i.e. it will need to be replaced and is not reusable | Description is based on definition from Wikipedia The attribute 'Lifecycle stages' is partly based on COBIT 5 | Plan Design Build/Acquire/Create Consume Update Dispose | Physical resource | Management Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
11 | C10 | Culture | A pattern of basic assumptions, espoused values, attitudes, behaviors, artefacts and ways of doing things that characterize a person or group of people | Description is partly based on COBIT5 and partly based on the works of Edgar Shein. 'Ways of doing' is included to reflect the TSF view of this as the 'do' of service. The attribute 'Type' is based on the work of Deshpande The attribute 'Lifecycle stages' is partly based on COBIT 5 | Clan Adhocracy Hierarchy Market | Plan Design Develop Use Evaluate Update Dispose | Organizational capability Value Behavior Attitude | Management Organization Lifecycle Capability Risk Service provider Service consumer In-side-out | Class | Driver | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
12 | C11 | Durable | Physical resource that do not have to be acquired frequently - in contrast to 'consumable' | Description inspired by Investopedia The attribute 'Lifecycle stages' is based on COBIT 5 | Plan Design Build/Acquire/Create Implement Use/Operate Evaluate Update Dispose | Physical Resource | Management Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
13 | C13 | Expectation | A belief about the future, which may or may not be realistic. A less advantageous result gives rise to the emotion of disappointment. Expectations may be conscious or unconscious, explicit or tacit. | The description is based on Wikipedia The attribute 'Type' is based on the work of Joseph Luft and Harrington Ingham on the Johari window in psychology. The options may also be labelled open, hidden, blind spot and unknown, but these labels from the theory seems to be less intuitive | Unknown to self - Unknown to others Known to self - Unknown to others Unknown to self - Known to others Known to self - Known to others | Intent Requirement | Governance Management Stakeholder Goals cascade Lifecycle Requirements Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Assessment | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
14 | C14 | Experience | Accumulation of knowledge or skill that results from direct participation in or exposure to events or activities | Description is partly based on The American Heritage Dictionary of the English Language The attribute 'Type' is based on Wikipedia The attribute 'Lifecycle stages' is based on COBIT 5 | Physical Mental Emotional Spiritual Religious Social Virtual | Plan Develop/Acquire Deploy Use Evaluate Update Dispose | Competence | Management Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Meaning | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
15 | C15 | External factor | An external driver or constraint that facilitates or restricts the way in which a service is realized. Typical factors are political, economic, social, technological, environmental or legal drivers or constraints. | Description is partly based on definitions from ArchiMate 2.1. The attribute 'Type' is based on strategic management literature. PESTEL is used to describe macro-environmental factors, but the history of the origin of the theory seems to be unknown. | Political Economic Social Technological Environmental Legal | Stakeholder Requirement | Governance Stakeholder Goals cascade Requirements Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer Out-side-in | Class | Constraint | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
16 | C16 | Financial resource | Funds seen as a resource to be used for producing goods or services | Description is based on Wikipedia The attribute 'Lifecycle stages' is based on COBIT 5 | Current assets Investments Intangible assets Debt Equity | Plan Design Acquire Use Evaluate Update Dispose | Resource | Governance Management Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
17 | C17 | Goal | A desired end state. | Description is based on definitions from ArchiMate 2.1. The attribute 'Type' is called lead/lag indicators or Critical Success Factors/Key Performance Indicators in other frameworks. The BSC dimension attribute is based on the work of Robert S. Kaplan and David P. Norton on performance management. | Outcome Performance Conformance | Principle / policy Requirement Strategy / plan | Governance Management Stakeholder Goals cascade Lifecycle Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Goal | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | Sub-type | Target Actual | Level | Governance Management Operation | Balanced Scorecard Dimension | Customer Financial Internal Learning | Metric | <metric name> | Metric value | <measurable value> | ||||||||||||
18 | C18 | Guidance | Body or structure of methods, techniques and tools to shape practices | Own description The attribute 'Lifecycle stages' is partly based on COBIT 5 | Method Technique Standard Best practice | Plan Design Create/Acquire Adopt Adapt Use Evaluate Update Dispose | Way of working Strategy / plan | Management Lifecycle Requirements Management system Capability Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Project | Class | Business process | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
19 | C19 | Human resource | Human beings, seen as resources through the labor they provide and the organizations they staff. | Description is based on Wikipedia. Name could also be 'Labor' to align with Adam Smith's taxonomy of resources: Land, labor and capital goods. Labor would be good, better, perhaps, but current fashionable usage seems to prefer 'human resources'. | Plan Recruit On-board Manage Evaluate Develop Terminate | Resource | Management Organization Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
20 | C20 | Information | Data that are endowed with meaning and purpose. Data are symbols or signs, representing stimuli or signals | Description is based on Wikipedia The attribute 'Type' is based on the work of Robert E. Horn in his Information Mapping method The attributes 'Value elements' and 'Lifecycle stages' are based on COBIT 5 Enabling Information | Unstructured information Concept Process Procedure Principle Fact Structure Classification | Accuracy Objectivity Believability Reputation Relevancy Completeness Currency Amount Concise representation Consistent representation Interpretability Understandability Ease of manipulation Availability Access | Plan Design Build/Acquire Use/Operate (Store, share, use) Maintain Archive Destroy | Resource | Governance Management Stakeholder Organization Lifecycle Management system Resource Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||
21 | C22 | Intent | Something that creates, motivates, and fuels change. The reason for providing or consuming service and the way it is done | Description is partly based on definitions from ArchiMate 2.1 | Expectation Requirement Principle Policy Goal Strategy Plan Guidance | Service provider / Service consumer Expectation Requirement Principle / policy Goal Strategy / plan Guidance Stakeholder | Governance Management Stakeholder Goals cascade Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Driver | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
22 | C23 | Knowledge | Knowledge is a fluid mix of framed experience, values, contextual information, expert insight and grounded intuition that provides an environment and framework for evaluating and incorporating new experiences and information. It originates and is applied in the minds of knowers. In organizations it often becomes embedded not only in documents and repositories but also in organizational routines, processes, practices and norms. Knowledge is needed in order to make appropriate and effective decisions. As such knowledge is a succinct abstraction of information and data within a specific context | Description is based on Wikipedia The attribute 'Lifecycle stages' is based in COBIT 5 The attributes 'Tacit/explicit' and 'Individual/social' are derived from the work of by Ikujiro Nonaka et.al. on knowledge creation and knowledge conversion or embedding | There are many ways to categorize knowledge. Here is just a few: Personal Procedural Propositional Logical Semantic Systemic Empirical What Why When How Where Who We have to choose one :-) | Plan Develop/Acquire Deploy Use Evaluate Update Dispose | Capability | Management Goals cascade Lifecycle Management system Capability Outsourced Insourced Service provider Service consumer In-side-out | Class | Meaning | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | Tacit/explicit | Tacit Explicit | Individual/social | Individual Social/structural | |||||||||||||||||
23 | C24 | Logical resource | Semantic resource used for symbolic interpretation, data manipulation and algorithmic processing | Own description - may be improved The attribute 'Lifecycle stages' is based in COBIT 5 | Plan Design Build/Acquire/Create Implement Use/Operate Evaluate Update Dispose | Resource | Management Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
24 | C25 | Organizational ability | A grouping of readiness and behavior based on people, structure, competences and culture | The name was changed (Johann Botha 2022015 RFC) on 20-02.2015 from "Organizational capability" Description is partly based on definitions from ArchiMate 2.1 The attribute 'Lifecycle stages' is based in COBIT 5 | People Role/responsibility Culture Competence Structure | Plan Design Build/emerge Use Evaluate Update Dispose | Organizational capability Actor Role Culture Competence | Governance Management Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Business function | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2015-02-20 RFC Johann Botha 2022015 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
25 | C28 | Pattern | Discernible regularity in the world. Pattern management is used to deal with complex, emerging, responsive and unpredictable processes. | Description is inspired by the Cynefin model proposed by David Snowden and the complex responsive processes theory by Ralph D. Stacey The attribute 'Type' is based on the Stacey matrix (by Ralph D. Stacey) The attribute 'Lifecycle stages' is partly based on the works of Ralph D. Stacey | Simple Complicated Complex Chaotic | Discover Choose Act | Way of working | Management Organization Goals cascade Management system Capability Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Business interaction | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
26 | C29 | Physical resource | Tangible resource that has actual physical existence | Description is based on Wikipedia. The issue with the description is, that it also covers Human Resource which is a separate class in the meta model. This issue should be fixed some time. The attribute 'Lifecycle stages' is based in COBIT 5 | Land Buildings Equipment | Plan Design Build/Acquire/Create Implement Use/Operate Evaluate Update Dispose | Resource Consumable Durable | Management Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
27 | C30 | Principle/policy | A principle expresses the core values of the stakeholder, whereas a policy put principles into practice | Description inspired by COBIT5. It was proposed also to add guideline to the concept with the following justification: "The idea of a guideline is important as it is a means of devolving responsibility for decision making to lower levels of the organization and, as such, is a means of empowering staff." However, guideline is covered in the model by the 'Guidance' object. The attribute 'Lifecycle stages' is based in COBIT 5 | Principle Policy | Plan Design Create Implement Use Evaluate Update Dispose | Requirement Strategy / plan | Governance Management Stakeholder Goals cascade Lifecycle Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Principle | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
28 | C31 | Procedure | Step-by-step instruction to achieve a desired result. Procedures are used for simple, standardized and predictable processes. | Description is inspired by the Cynefin model proposed by David Snowden and the Standard+Case approach by Rob England The attribute 'Type' is inspired by Kepner & Tregoe (Situation Appraisal, Decision analysis, Problem Analysis, Potential Problem Analysis, Potential Opportunity Analysis) The attribute 'Lifecycle stages' is partly based on COBIT 5 | Analysis Decision Planning Change Problem solving Operational Monitoring . . . | Define Create/Develop Deploy Use Evaluate Improve Retire | Way of working | Management Organization Goals cascade Management system Capability Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Business process | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
29 | C32 | Process | Set of interrelated or interacting activities which transforms inputs into outputs | Description based on ISO/IEC 15504. Be aware that the process does not imply the concept of a workflow The attribute 'Value elements' is partly based on COBIT 5 Enabling Processes and partly based on ITIL 2011 Continual Service Improvement. Alternatively the ISO/IEC 15504 process attributes (PA's) could be used. The attribute 'Lifecycle stages' is partly based in COBIT 5 Enabling Processes. Alternatively the lifecycle stages from ISO/IEC 15504 ('Establish', 'Assess', 'Improve') may be used | Governance Management Operation Support Monitor | Fit for purpose - Meet stakeholder needs - Achieve goals Fit for use - Performance (Effectiveness and Efficiency) - Compliance - Quality | Define Create/Develop Deploy Use Evaluate Improve Retire | Process Capability Way of working Role | Governance Management Organization Goals cascade Lifecycle Management system Capability Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Business process | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||
30 | C33 | Qualification | A quality, ability, attribute or accomplishment that makes a person suitable for a particular position or task; specifically, completed professional training | Description is partly based on Wiktionary and partly on The American Heritage Dictionary of the English Language The attribute 'Lifecycle stages' is based in COBIT 5 | Plan Develop/Acquire Deploy Use Evaluate Update Dispose | Competence | Management Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Meaning | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
31 | C35 | Requirement | A statement of need or expectation. | Description is partly based on definitions from ArchiMate 2.1 The attribute 'Type' is based on Wikipedia The attribute 'Lifecycle stages' is based on traditional Requirements Management. The TOGAF requirements lifecycle may be used instead (Identify, Document, Baseline, Prioritize, Identify and resolve conflicts, Identify changes, Assess impact of changes, Implement, Update, Assess, Revise) | Functional requirements (Utility) Quality-of-service requirements (Warranty) Implementation requirements (Transition) | Collect Define Validate Document Manage | Intent Expectation External factor Principle / policy Goal | Governance Management Stakeholder Goals cascade Lifecycle Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Requirement | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
32 | C36 | Resource | An entity to which a service system has access for the purpose of delivering, consuming or managing a service (Those entities may be components within the service system of the provider, or within the service system of the consumer, or any other service system that participates in the delivery, consumption or management of a service.) | The definition was changed (Johann Botha 2022015 RFC) on 20-02.2015 from "A source of supply, support, or aid, that can be drawn upon when needed. Resources can be bought or otherwise easily acquired, unlike capabilities which require investment of time and effort to develop." Description is based on The American Heritage Dictionary of the English Language The attribute 'Lifecycle stages' is partly based on COBIT 5 | Plan Design Build/Acquire/Create Implement Use/Operate Evaluate Update Dispose | Resource Service provider / service consumer Service Human resource Financial Resource Physical Resource Logical Resource Information | Governance Management Goals cascade Lifecycle Management system Resource Risk Outsourced Insourced Service provider Service consumer In-side-out | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2015-02-20 RFC Johann Botha 2022015 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
33 | C37 | Role | The responsibility and/or accountability for performing specific behavior, to which an actor can be assigned | Description is based on definitions from ArchiMate 2.1 | Internal External | Organizational capability Actor Process Stakeholder | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Class | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
34 | C37E01 | Customer | The entity that defines the requirements of services in order to meet expected outcomes | Individual Household Corporation Government NGO | Plan Acquire Serve Grow Retain Terminate | Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Entity | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
35 | C37E02 | Governing body | Group of individuals who, on behalf of the owner, engage Management to execute a job, subject to general control and instruction as well as the monitoring of compliance and performance | Description is based on definition from the ISACA Taking Governance Forward initiative | Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Entity | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||
36 | C37E03 | Management | Serves as a means or instrument by which the governance body achieves a result or objective | Description is based on definition from the ISACA Taking Governance Forward initiative | Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Entity | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||
37 | C37E04 | Owner | The individual or group that holds or possesses the rights to an enterprise, entity or asset | Description is based on definition from the ISACA Taking Governance Forward initiative | Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Entity | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||
38 | C37E05 | User | The consumer of services and the direct beneficiary of the output of services | Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Entity | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||||
39 | C38 | Service | An aggregation of a service engagement with one or more service acts between two or more service systems creating service outcomes | The definition was changed (Chrnis 5062014 RFC) on 20-06-2014 from "A service supports a consumer's activities and processes by facilitating an outcome that satisfies the need. Services share the following characteristics: • Value for consumer is created by the consumer throughout the relationship with the provider - partly in interactions between the consumer and the service provider - value is created in use, not in exchange • Specific risks and costs are transferred from the consumer to the provider • Services are enabled by a mix of capabilities and resources • Intangibility. Because services are performances, rather than objects, they cannot be seen, felt, tasted, or touched the same way like goods. But services may include or use goods • Heterogeneity. Services have the potential for high variability in the performance from many perspectives, including; provider, consumer and time • Inseparability of production and consumption. Services are produced and consumed simultaneously • Perishability. Services cannot be saved or inventoried" The description is based on a variety of literature, especially the TUDOR literature review on services Issues with the service description • Differences between goods and services? Servicification of products and productization of services? • Do we need to define two different entities: The concept of a service and the instances of a service? The attribute 'Lifecycle stages' is based on ITIL 2011 The attribute 'Service Functionality Factors' is based on the Kano Model | Consumer-facing Supporting | Strategize Design Transition Operate Improve | Service (The relation may be of the type core, enabling or enhancing) Service provider /service consumer Engagement Service offering Service interaction Output Resource | Governance Management Stakeholder Organization Goals cascade Lifecycle Requirements Management system Capability Resource Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Class | Business service | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | Service functionality ("Fit for purpose") | Functionality that increases gain Functionality that decreases loss | Service warranty ("Fit for use") | Availability Reliability Capacity Usability Security Compliance | Service cost | <cost> | Service functionality attributes | Basic factors Excitement factors Performance factors Indifferent attributes Reversed attributes | |||||||||||||
40 | C40 | Service act (“moment of truth”) | An interaction that achieves value co-creation between service systems | The definition was changed (Chrnis 5062014 RFC) on 20-06-2014 from "Service interactions describe the behavior of service collaboration between service provider and consumer and are the way in which a service operates. Service interactions include activities, events and transactions" Description is partly based on definitions from ArchiMate 2.1 and the works of Christian Grönroos. According to Grönroos the interaction constitutes service economy where the transaction characterize the goods economy. "This is called a relationship perspective, in contrast to the exchange perspective" The attribute 'Type' is based on the TUDOR literature review on services | Person to person Technology enhanced person-to-person Self-service Multi-channel Services on multiple devices or platforms Location-based and context-aware services | Service interaction Service Relationship Capability | Governance Management Stakeholder Goals cascade Lifecycle Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business interaction | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
41 | C02 | Service agreement | Formal or informal specification of agreed expectations, rights and obligations of the parties associated with one or more services | Own description The attribute 'Lifecycle stages' is based on ITIL 2011 Service Design | Legal contract Formal agreement Informal agreement Unilateral conditions | Plan Determine requirements Draft Negotiate Document Agree Review Revise Terminate | Engagement Service offering | Governance Management Goals cascade Lifecycle Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Contract | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
42 | C12 | Service engagement (collaboration) | A formal or informal specification of agreed expectations, rights, obligations and interfaces of two or more service systems | The definition was changed (Chrnis 5062014 RFC) on 20-06-2014 from "The condition of sharing in common with others. Engagement is the ongoing point of access where a service is made available to the consumer; the service encounter or "the moment of truth"." Description is partly based on WordNet 3.0, Farlex clipart collection, partly on definitions from ArchiMate 2.1, partly on the works of Christian Grönroos and partly on the wisdom of Jan Carlzon The attribute 'Type' is based on the works of Christian Grönroos | Continuous Discrete | Relationship Agreement Service provider / service consumer Service | Governance Management Stakeholder Requirements Risk Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business interface | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
43 | C41 | Service offer | A proposal from a service provider (service system) to a service consumer (service system) for a potential future service engagement | The definition was changed (Chrnis 5062014 RFC) on 20-06-2014 from "A coherent collection of services, accompanied by a set of agreements, which is offered as a whole to consumers" Description is partly based on definitions from ArchiMate 2.1. The ITIL concept of a Service Package is covered by the Service Offering class, which is not in line with the understanding in ITIL but fits with general service management theories such as Christian Grönroos etc. | Service offering Service Agreement | Governance Management Stakeholder Goals cascade Lifecycle Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Product | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||
44 | C26 | Service outcome | The consequences for the stakeholders involved in a specific service act between one or more service systems | The definition was changed (Colin.Rudd 11062014 RFC) on 06-07-2014 from "The service utility, warranty, output and capability elevation valued by the involved service systems, and possibly other stakeholders, in a specific service act." The definition was changed (Chrnis 5062014 RFC) on 20-06-2014 from "An observable result of a service. An outcome is an artefact, a significant change of state or the meeting of specified constraints. Outcome might be positive or negative, intended or unintended, directly or indirectly caused by the service. Often outcomes, unlike outputs, are not directly controllable. The outcome may realize, or destroy, value for the service consumer, service provider and possibly other stakeholders" Description is based on definition from ISO/IEC 15504 and principles from ITIL 2011 Service Strategy (Money spent -> value added -> value realized) For example, the desired outcome of a new service might be for the company's market share to increase - but the service can only affect that indirectly and many other factors also affect market share so the actual contribution of the service (through its outputs) to the market share might be difficult, or impossible, to measure. | Benefit realization Resource optimization Risk optimization Capability elevation | Better Faster Cheaper | Service provider / Service consumer Output State change Insight | Governance Management Stakeholder Goals cascade Requirements Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Value | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-07-06 RFC Colin.Rudd 11062014 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
45 | C27 | Service output | An artefact associated with the delivery of a service. The output is intended to add value for the service consumer and service provider. Outputs are measurable, generally directly controllable and intended to contribute to the desired outcome. Outputs are designed to produce the outcomes that are required but since the outcomes may not be directly controlled by the outputs they may not be achieved even if all outputs are correct. | Description is based on definitions from ISO/IEC 15504 and COBIT5 as well as the principles from ITIL 2011 Service Strategy (Money spent -> value added -> value realized) | Service provider / Service consumer Service Compensation Outcome | Governance Management Stakeholder Goals cascade Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business object | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||
46 | C34 | Service relationship | An aggregate of two or more roles that work together to perform collective behavior. A relationship represents a latent service engagement. | Description is based on definitions from ArchiMate 2.1 and the works of Christian Grönroos The attribute 'Type' is based on the taxonomy of Rinehart, Handfield, Atkins, and Page, 2004, Journal of Business Logistics | Non-strategic transactions Administered relationship Contractual relationship Partnership Joint venture Alliance | Awareness Nurture Desire Engage Support Loyalty Advocacy Termination | Service provider / Service consumer Engagement Service interaction | Governance Management Stakeholder Capability Risk Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business collaboration | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||
47 | C39 | Service system (provider, consumer, integrator etc.) | A dynamic configuration of resources and intents whose purpose is to create value with other service systems through co-creation | The definition was changed (Johann Botha 2022015 RFC) on 20-02.2015 from "A dynamic configuration of intents, capabilities and resources that can create value with other service systems through co-creation." The attribute "Service Capability" was added (Johann Botha 2022015 RFC) on 20-02.2015. Capability was formerly an indenpendent object in the meta model but was changed to an attribute of a Service System as part of the RFC. The definition was changed (Chrnis 5062014 RFC) on 20-06-2014 from "Role that requests and consumes services / Role that creates and provides services" Own description. Consider to combine the Service Consumer and Service Provider in one Service Actor object, leaving room for other roles in this place in the model, e.g. Service Broker or Service Aggregator The attribute 'Life cycle' is based on Adizes organizational life cycle. An alternative could be the traditional lifecycle: Birth, Early growth, Growth, Maturity, Decline, Recovery, Death | Provider Consumer Integrator Broker | Courtship Infant Go-go Adolescence Prime Stable Aristocracy Early bureaucracy Bureaucracy Death | Relationship Engagement Service Output Outcome Intent Capability Resource | Governance Management Stakeholder Organization Goals cascade Lifecycle Management system Capability Resource Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in Project | Class | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2015-02-20 RFC Johann Botha 2022015 2014-06-20 RFC Chrnis 5062014 2013-12-31 Christian F. Nissen: Created | Service Capability (I.e. An attribute of a service system describing the potential of that service system for delivering, consuming or managing one or more services. A service capability represents a dynamic configuration of resources of the Service System. A Service System will normally possess more than one service capability.) | ||||||||||||||||||||
48 | C42 | Skill | Proficiency, facility, or dexterity that is acquired or developed through training or experience | Description is based on The American Heritage Dictionary of the English Language The attribute 'Type' has been changed from Analytical, Social and Physical to the more philosophical categories: Cognitive, Perceptual, Motor and Perceptual motor The attribute 'Lifecycle stages' is based on COBIT 5 and partly on the SFIA version 5 processes The attribute 'Skill level' is based on SFIA version 5 | Cognitive Perceptual Motor Perceptual motor | Plan Develop/Acquire Deploy Use Evaluate Update Dispose | Competence | Management Organization Goals cascade Lifecycle Management system Capability Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Meaning | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | Skill level | Follow Assist Apply Enable Ensure/advise Initiate/Influence Set strategy, inspire, mobilize | |||||||||||||||||||
49 | C43 | Stakeholder | An individual, team or organization that has interests in, or concerns relative to, the targets, activities, capabilities, resources, deliverables or outcomes of the service | Description is based on definitions from ArchiMate 2.1 and ITIL 2011 | External factor Intent Role | Governance Management Stakeholder Organization Goals cascade Lifecycle Risk Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Business role | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | |||||||||||||||||||||||
50 | C45 | Strategy/plan | A strategy is a pattern of decisions leading to one or more goals under conditions of uncertainty whereas a plan is a sequence of intended steps with timing and resources, used to achieve an objective | Description is based on Wikipedia The attribute 'Lifecycle stages' is partly based on COBIT 5 | Plan Design Create Implement Use Evaluate Update Dispose | Intent Goal Guidance | Governance Management Stakeholder Goals cascade Lifecycle Requirements Management system Risk Warranty Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out Out-side-in | Class | Goal | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
51 | C46 | Value | (In this context) A principle, standard, or quality considered worthwhile or desirable | Description is based on The American Heritage Dictionary of the English Language The attribute 'Lifecycle stages' is partly based on COBIT 5 | Plan Design Develop Use Evaluate Update Dispose | Culture | Management Organization Lifecycle Capability Risk Service provider Service consumer In-side-out | Class | Driver | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
52 | C47 | Way of working | A manifested practice | Own description Alternative: 'The collection of manifest practice, based on tradition, habit, culture, best practice and the collective knowledge and experience of practitioners of the particular way of working'. As an example, perhaps, the 'way of working' in accountancy includes the use of tools like calculators, spreadsheets and ledgers but is informed by established rules and guidelines as well as a habit of mind that involves meticulous attention to detail, an intolerance of even minor errors or deviations and a vigilance for evidence that might suggest malpractice or fraud.' - An accountant would give a much better explanation of the practice, but the idea is to show that the 'way of working' is more than just an observation of what is done, but includes, at least, all those things. | Procedure Case-based Pattern | Process Guidance Procedure Case Pattern | Management Organization Goals cascade Management system Capability Compliance and controls Outsourced Insourced Service provider Service consumer In-side-out | Class | Business process | The Taking Service Forward initiative (Creative Commons Attribution 4.0 International License) | Draft | 2013-12-31 Christian F. Nissen: Created | ||||||||||||||||||||||
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