33. Documenting Service Requirements

The format for a service definition given below has been used in a variety of service contexts including training courses and consulting services. Whilst relatively generic in nature, by considering each of the topics in turn, a reasonably good service definition will result. It will provide all parties involved in service delivery and its management a common understanding of the service and its organisational implications.

The Service Definition

Service Naming

Develop a name for the service that may be used as a reference to the service by customers and service providers alike. Service names are often at their best and most saleable when they are descriptive of the service. This however makes them more difficult to register as a trade mark. See Product Naming.

Description

Describe the condition of the user of the service (prior to service delivery) in terms of the things they do or opportunities they miss that demonstrate a need for the service. Describe the particular problem(s) to be overcome by the service. Describe the implications of overcoming the problem. Describe the nature of the proposed service and what it sets out to achieve for the customer. Describe in general terms how the service is provided, and over what time period.