The Service Reference Model (SRM) is a business-driven, functional framework classifying Service Components with respect to how they support business and performance objectives. The SRM was developed to identify and classify Application Service Components that support agencies, departments and private sector organizations. The model covers their IT investments and assets as shown below. The model aids in recommending service capabilities to support the re-use of business components and services across any organization. A good services reference model, should be constructed hierarchically, and structured across horizontal service areas that, independent of the business functions, can provide a foundation for the sharing and re-use of applications, application capabilities, components and business services. By developing this understanding; the complexities pertaining to development trends, technology road-mapping and solutions architecture which support mission critical business applications can be realized.
The framework provides a method to organize, classify and develop process/service synergies (SRM Perspectives) to promote cross-functional business efficiencies by leveraging shared services; exposed across the enterprise application fabric. This model could be structured around Service Domains, Types, and Components. The Service Reference Model (SRM), can be represented as a wrapper which supports any Line of Business.
Service Domains are comprised of Service Types that further categorize and define the capabilities of each domain. Each Service Domain could be classified into one or more Service Types that group similar capabilities in support of the domain. Service Types provide an additional layer of categorization that defines the business context of a specific component within a given domain.
Service Domains
The SRM Service Domains provide a high-level view of the services and capabilities that support the enterprise and its organizational processes and applications. They are differentiated by their business-oriented capability and may include (but not be limited to) the following:
Other elements of the overall architecture are related to IT operational capabilities as defined by the organizations’ Technology Architecture Blueprint / Roadmap.
- Back Office Services
- Support Services
Service Components and Types
Each Service Type includes one or more Service Components that provide the ‘building blocks’ to deliver the component capability to the business. A component is defined as a self-contained business process or service with predetermined functionality that may be exposed through a business or technology interface.
The Service Types and components can be referenced in collections for service maintenance and/or provisioning. The groupings themselves do not imply or describe a structure within the model; rather they represent delivery categories which align to capabilities which support various business functions or drivers.
Customer Services
- Customer Relationship Management
- Customer Preferences
- Customer Initiated Assistance
Process Automation Services
- Tracking and Workflow
- Routing and Scheduling
Business Management Services
- Management of Process
- Organisational Management
- Investment Management
- Supply Chain Management
Digital Asset Services
- Content Management
- Document Management
- Knowledge Management
- Records Management
Business Analytical Services
- Analyses and Statistics
- Visualization
- Knowledge Discovery
- Business Intelligence
- Reporting
Back Office Services
- Data Management
- Human Resources
- Financial Management
- Assets/Materials Management
- Development and Integration
- Human Capital / Workforce Management
Support Services
- Security Management
- Collaboration
- Search
- Communication
- Systems Management
- Forms Management