USM universally specifies a service as a supported facility, consisting of goods and actions, that is assessed in terms of functionality and functioning. This structure is reflected in the Service Agreement and the Service Catalog.
A Service Model Canvas is available for specifying and documenting the components of a service.
For registered USM users and USM professionals, a downloadable and fillable Excel is available, and guidance for each cell of the canvas. The results can then simply be added to the Service Agreement, the Service Catalog, and the Service Report.
The Service Model Canvas does not cover/replace all parts of the Service Agreement: the scope is limited to the structure of the service.
The Service Model Canvas also covers the requirements to “the XLA,” a part of the Service Agreement that focuses on the customer experience. Those who do not find this a useful component of the Service Agreement (because it was already covered in the existing SA text) can skip the relevant sections.
Single service
The Service Model Canvas can be used to specify a single service of one of more facilities.
Composed service
Services can always be decomposed into multiple facilities, and often into multiple subservices. This may then turn the service into a composed service.
Each subservice specifies one or more facilities with the associated support and experience.
If a Service Agreement is used to cover a composed service, the Service Model Canvas can be used to specify a generic service (made available to all) and an unlimited series of specific services (made available to specific users, upon request).
