A Service Reference Model

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