A means of delivering value to customers without the need to specify costs and risks is called services. It's an act of being of assistance to someone and usually lead by operating departments. Most of the departments in Rally OurBus are actually providing services to different external stakeholders.


What is the difference between a service and Services as a department?


The departments are categorised as either operating departments or service departments. The operating departments carry out the central purposes of the organisation. This central purpose is the transformation and the provision of services to clients in a service organisation.


The Services department, on the other hand, do not directly engage in providing services to clients; rather, they provide services to operating departments of the same organisation. They are established with the objective to serve and facilitate the operating departments of the organisation in performing their functions smoothly and efficiently.


Mostly Services as a department serves the internal stakeholders.


How should we differentiate between different terms?


TERM

DEFINITION

  1. Roles

are defined as collections of particular responsibilities and privileges. It may be held by an individual or team.

  1. Service Owner

The entity which is accountable for the overall design, performance, integration, and improvement of a single service.

  1. Process Owner

Responsible for the overall design, performance, integration, improvement, and management of a single process.


  1. Product Manager

Accountable for development, performance, and quality check and the improvement of a group of related services.


  1. Service Manager

Responsible for the development, performance, and improvement of all services in the environment.

  1. Services

A means of delivering value to customers without the need to specify costs and risks.

  1. Access

The level and scope of the functionality of a service or data that the user is allowed to use.

  1. Capabilities

 It is the specialised skills of an organisation applied to resources in order to create value.

  1. Functions

Self-contained subsets of an organisation which is intended to accomplish specific tasks.

  1. Processes

Structured group of activities designed to achieve a specific objective.

  1. Resources

They are raw materials that contribute to a service, such as money, equipment, time, and staff.


What all comes under Services as Department?


Services Functions are distributed mostly based on the nature of workload. You can refer to the SOPs from each function from the links mentioned below

  1. Business Intelligence: Presenting meaningful data to help business decision making. It also helps the stakeholders with an analytical perspective of the data to lead different/various of the business.
    1. Reporting
    2. Dash-boarding
    3. Business Analysis
  2. IT Support Desk: Supporting Human resources with procurement, maintenance, troubleshooting, access management
    1. Service Request Management
    2. Incident Management
    3. Access Management
  3. Risk Management & Compliance (RMAC): Identifies risks in the company and strategies to mitigate such risk; makes sure the company is complying with all rules and regulations
    1. Risk Analysis
      1. Monitoring
      2. Risk Assessment
    2. Risk Mitigation
      1. Fraud Management
      2. Dispute Management
      3. Security Thread  Management
    3. Compliance Assessment
      1. Policies & Guidelines Designing
        1. Code of Conduct
        2. Code of Ethics
        3. Employee Handbook
        4. HR Compliances
      2. Implementation and Communication
      3. DMS (document management system)
      4. Data Room Updation
  4. Tools & Application: Evaluates, approves, and tracks all the software and hardware used by the company in its normal operations
    1. Cost-benefit analysis
    2. License Management
    3. Tool implementation
    4. Tool Optimisation
  5. IT Service Management: Business Case Approval, Service Architecture,Process  Design, Transition, Operations,Launch and Continuous Improvement, Change Management of all the services
    1. Project Steering Committee and Business Case Approval
    2. Service Life Cycle Management
    3. Change Management
    4. Knowledge Base Management
    5. Business Process Re-engineering
  6. Product Portfolio Management: Maintaining the catalog of products which includes existing Products, Upcoming products, new features and bug fixes and Release Notes and Change management
    1. Product Catalog
    2. Regular Updates and Communication

                                                                                                                           ................. To be continued