SVC: Service Specification
Document Type
Code: SVC
Name: Service Specification
Domain: Product & Service
Abstract
This specification defines the Service Specification document type within the BSpec 1.0 Universal Business Specification Standard. It establishes normative requirements, structured templates, and implementation guidance for organizations documenting service specification within the product-service domain. This specification enables systematic, machine-readable documentation that supports strategic planning, operational execution, and organizational alignment.
Purpose and Scope
The Service Specification defines comprehensive requirements for services, including delivery models, quality standards, and operational requirements. It ensures services are designed to deliver customer value effectively and efficiently.
Document Metadata Schema
yaml
---
id: SVC-{service-name}
title: "Service Specification — {Service Name}"
type: SVC
status: Draft|Review|Approved|Deprecated
version: 1.0.0
owner: Service-Owner|Service-Team
stakeholders: [operations-team, customer-success, business-stakeholders]
domain: product
priority: Critical|High|Medium|Low
scope: service-definition
horizon: current
visibility: internal
depends_on: [CJM-*, CAP-*, PRO-*]
enables: [SLA-*, PER-*, SUP-*]
service_type: Core|Supporting|Enhancing
delivery_model: Self-Service|Assisted|Managed
automation_level: Manual|Semi-Automated|Fully-Automated
customer_segments: [Segment identifiers]
dependencies: [Dependency service identifiers]
success_criteria:
- "Service delivers clear customer value"
- "Service quality meets defined standards"
- "Service is operationally sustainable"
- "Service performance is measurable"
assumptions:
- "Customer demand exists for the service"
- "Required resources will be available"
- "Service delivery is operationally feasible"
review_cycle: quarterly
---Content Structure Template
markdown
# Service Specification — {Service Name}
## Service Overview
**Purpose:** {Why this service exists}
**Scope:** {What is included and excluded}
**Target Customers:** {Who uses this service}
**Service Classification:** {Core/Supporting/Enhancing service type}
## Service Value Proposition
### Customer Value
- **Primary Benefits:** {Key value delivered to customers}
- **Problem Solved:** {Customer problems addressed}
- **Value Metrics:** {How customers measure value}
- **Competitive Advantage:** {Unique value differentiators}
### Business Value
- **Revenue Impact:** {Direct/indirect revenue contribution}
- **Cost Benefits:** {Operational efficiency gains}
- **Strategic Value:** {Strategic business importance}
- **Risk Mitigation:** {Business risks addressed}
## Service Description
### Service Offering
- **Core Service:** {Primary service functionality}
- **Service Variants:** {Different versions or tiers}
- **Bundling Options:** {How service combines with others}
- **Customization Options:** {Available customizations}
### Service Features
- **Feature 1:** {Name}
- **Description:** {What it provides}
- **Customer Benefit:** {Value to customer}
- **Delivery Method:** {How it's delivered}
- **Prerequisites:** {Required conditions}
### Service Journey
- **Discovery:** {How customers find the service}
- **Onboarding:** {Getting started process}
- **Utilization:** {Regular usage patterns}
- **Support:** {Ongoing support and maintenance}
- **Offboarding:** {Service conclusion process}
## Service Delivery Model
### Delivery Channels
- **Primary Channels:** {Main delivery mechanisms}
- **Channel Integration:** {How channels work together}
- **Channel Experience:** {Experience design per channel}
- **Channel Performance:** {Metrics per channel}
### Service Levels
- **Service Tiers:** {Different service levels offered}
- **Service Level Agreements:** {Committed performance levels}
- **Performance Targets:** {Specific measurable targets}
- **Escalation Procedures:** {When SLAs are not met}
### Delivery Process
- **Service Request:** {How customers request service}
- **Service Provisioning:** {How service is set up}
- **Service Delivery:** {How value is delivered}
- **Service Monitoring:** {How performance is tracked}
## Operational Requirements
### Staffing Requirements
- **Service Team:** {Roles required to deliver service}
- **Skill Requirements:** {Competencies needed}
- **Training Needs:** {Required training programs}
- **Performance Standards:** {Staff performance expectations}
### Technology Requirements
- **Systems and Tools:** {Required technology stack}
- **Integration Points:** {System interconnections}
- **Data Requirements:** {Data needed for service delivery}
- **Security Requirements:** {Data and system security needs}
### Infrastructure Requirements
- **Physical Infrastructure:** {Facilities, equipment needs}
- **Digital Infrastructure:** {Cloud, network requirements}
- **Capacity Planning:** {Resource scaling requirements}
- **Disaster Recovery:** {Business continuity requirements}
## Service Quality Framework
### Quality Standards
- **Service Quality Dimensions:** {Reliability, responsiveness, etc.}
- **Quality Metrics:** {Specific quality measurements}
- **Quality Targets:** {Desired quality levels}
- **Quality Monitoring:** {How quality is measured}
### Customer Experience Standards
- **Experience Principles:** {Design principles for experience}
- **Touchpoint Standards:** {Quality at each interaction}
- **Feedback Mechanisms:** {How customer input is collected}
- **Experience Improvement:** {Continuous improvement process}
### Performance Standards
- **Availability:** {Service uptime requirements}
- **Response Time:** {Service response speed}
- **Throughput:** {Service capacity handling}
- **Accuracy:** {Service error rate targets}
## Risk Management
### Service Risks
- **Operational Risks:** {Service delivery risks}
- **Quality Risks:** {Service quality degradation risks}
- **Security Risks:** {Data and system security risks}
- **Compliance Risks:** {Regulatory compliance risks}
### Risk Mitigation
- **Risk Controls:** {Preventive measures}
- **Monitoring Systems:** {Early warning indicators}
- **Response Procedures:** {Incident response plans}
- **Recovery Plans:** {Service restoration procedures}
## Financial Model
### Cost Structure
- **Direct Costs:** {Costs directly attributable to service}
- **Indirect Costs:** {Shared costs allocated to service}
- **Variable Costs:** {Costs that scale with usage}
- **Fixed Costs:** {Costs independent of usage}
### Pricing Strategy
- **Pricing Model:** {How service is priced}
- **Price Points:** {Specific pricing tiers}
- **Value-Based Pricing:** {Price aligned with customer value}
- **Competitive Pricing:** {Market-competitive considerations}
### Financial Metrics
- **Revenue Targets:** {Expected revenue contribution}
- **Profitability:** {Service profit margins}
- **Cost per Service:** {Unit cost to deliver}
- **Customer Lifetime Value:** {CLV from service}
## Success Metrics
### Business Metrics
- **Revenue Metrics:** {Revenue from service}
- **Profitability Metrics:** {Service profit contribution}
- **Customer Metrics:** {Customer acquisition, retention}
- **Market Metrics:** {Market share, penetration}
### Operational Metrics
- **Service Level Metrics:** {SLA compliance}
- **Quality Metrics:** {Service quality indicators}
- **Efficiency Metrics:** {Operational efficiency measures}
- **Capacity Metrics:** {Resource utilization}
### Customer Metrics
- **Satisfaction Metrics:** {Customer satisfaction scores}
- **Loyalty Metrics:** {Customer retention, advocacy}
- **Usage Metrics:** {Service utilization patterns}
- **Value Metrics:** {Customer value realization}
## Continuous Improvement
### Improvement Framework
- **Performance Review:** {Regular service performance review}
- **Customer Feedback:** {Systematic feedback collection}
- **Innovation Pipeline:** {Service enhancement opportunities}
- **Best Practice Sharing:** {Learning from other services}
### Change Management
- **Change Process:** {How service changes are managed}
- **Impact Assessment:** {Change impact evaluation}
- **Communication Plan:** {Stakeholder communication}
- **Training Updates:** {Staff training for changes}
## Validation
*Evidence that service specification is complete, feasible, and valuable*Quality Standards
Bronze Level (Minimum Viable)
- [ ] Service overview with purpose, scope, and target customers
- [ ] Basic service value proposition and description
- [ ] High-level delivery model and operational requirements
- [ ] All required metadata fields completed
Silver Level (Investment Ready)
- [ ] Comprehensive service delivery model with channels and processes
- [ ] Service quality framework with standards and performance metrics
- [ ] Risk management with mitigation strategies
- [ ] Financial model with cost structure and pricing strategy
- [ ] Success metrics across business, operational, and customer dimensions
Gold Level (Operational Excellence)
- [ ] Detailed operational requirements with staffing and technology specifications
- [ ] Continuous improvement framework with change management
- [ ] Real-time service monitoring and performance optimization
- [ ] Service evolution and innovation pipeline
- [ ] Cross-service integration and modularity
Common Pitfalls
- Service definition ambiguity: Unclear boundaries between services
- Disconnected service experience: Poor coordination between service touchpoints
- Inadequate performance monitoring: No real-time visibility into service performance
- Resource underestimation: Insufficient resources for service delivery
Success Patterns
- Customer-centric design: Design services around customer needs and journeys
- Service modularity: Design services that can be combined and reused
- Continuous monitoring: Real-time service performance visibility
- Iterative improvement: Regular service evolution based on feedback
Relationship Guidelines
Typical Dependencies
- CJM (Customer Journey Maps): Customer journeys inform service touchpoint design
- CAP (Capabilities): Business capabilities define service functionality scope
- PRO (Processes): Business processes inform service delivery workflows
Typical Enablements
- SLA (Service Level Agreements): Service specifications drive SLA definitions
- PER (Performance Specification): Service requirements inform performance specifications
- SUP (Support Specification): Service delivery informs support requirements
Document Relationships
This document type commonly relates to:
- Depends on: CJM (Customer Journey Maps), CAP (Capabilities), PRO (Processes)
- Enables: SLA (Service Level Agreements), PER (Performance Specification), SUP (Support Specification)
- Informs: Service delivery, operational planning, customer experience design
- Guides: Service development, resource allocation, quality management
Validation Checklist
- [ ] Service overview with purpose, scope, target customers, and classification
- [ ] Service value proposition covering customer and business value
- [ ] Service description with offering, features, and customer journey
- [ ] Service delivery model with channels, service levels, and processes
- [ ] Operational requirements covering staffing, technology, and infrastructure
- [ ] Service quality framework with standards, experience design, and performance
- [ ] Risk management with service risks and mitigation strategies
- [ ] Financial model with cost structure, pricing strategy, and metrics
- [ ] Success metrics across business, operational, and customer dimensions
- [ ] Continuous improvement framework with performance review and change management