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 the components of a service.
For registered USM users and USM professionals, a downloadable and fillable PDF is available that shows mouse-over directions for completing details per cell. The Excel shows the prompts as the default content of the cell. The results can then simply be added to the Service Agreement.
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,” an additional part of the Service Agreement that focuses on the customer experience. Those who do not find this a useful addition can skip the relevant sections.
