Chapter 5: Services and Service Outputs

This chapter defines services as value delivery mechanisms and classifies their outputs using the GSRM taxonomy. It details service attributes and quality metrics, guiding readers through building a service catalog using a case study to map public and internal services.

Learning Objectives

By the end of this chapter, you'll be able to:

Define services in public sector context
Classify service outputs using the GSRM 19 output types
Document service attributes systematically
Create a service catalog for a program
Distinguish between public-facing and internal services

Key Concepts

ArchiMate ConnectionservicesserviceMeans of delivering valueTo target groupsFacilitating outcomesWithout requiring ownershipServices vs. ProgramsPermissionService outputsServices vs. ProcessesServices vs. Activities

Self-Assessment

0/5 completed

Before moving to the next chapter, ensure you can:

Define services and distinguish them from programs, processes, and activitiesClassify service outputs using the GSRM 19 output typesDocument service attributes using the standard templateBuild a service catalog through the six-step processIdentify public-facing and internal services for a program

Reflection Questions

Apply these concepts to your own context:

1. Consider a program you work with. How many distinct services does it deliver? Are they documented anywhere? Are boundaries clear?

2. For those services, what output types do they produce? Do most fall into one category (like Permissions) or spread across multiple?

3. If you had to create a service catalog for your organization, where would you start? What would be the biggest challenges?