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Version: 0.7.0

Service

Definition​

A service is a meaningful outcome delivered to a recipient under defined conditions and through one or more channels.

Boundaries​

A service is described from the consumer's perspective, not the provider's structure. It is not a system, interface operation, or internal task. In SAF, a product may be a commercial or governance grouping of services but is not a separate core type.

Minimum characteristics​

  • delivered outcome;
  • target actors;
  • delivery conditions;
  • owner;
  • state and service level when needed.

Relationships​

An actor receives a service through a channel. One or more processes realize it. Supporting capabilities and systems are derived through those processes.

Example​

SVC-CUSTOMER-SUPPORT covers registration, handling, and resolution of a customer case with a defined response time.

Common mistakes​

  • naming the CRM system as a service;
  • describing only a provider action without the recipient's outcome;
  • creating a service for every technical endpoint.