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USMBOK™: Key Concepts
The Enterprise, Customer & Service Models
Alignment Part I - Operational Models
For true alignment to be achieved, three discrete operational models, representing the enterprise, customer, and service perspectives, should be respected, and are required to work and cooperate as part of a common, holistic management system.
The Models
Each of these models owns key artifacts found within any organizational structure. The above diagram shows these models and some of the key artifacts, and their collective responsibility for establishing and sustaining common plans, objectives, strategies, tactics, measures, and results.
- Enterprise Model - Organization, governance, regulations
- Customer/Business Model - Products, markets, activities
- Service Model - Services, operations, infrastructure
Enterprise Model
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The ‘Enterprise Model’ provides a logical representation of the organizational units and individuals within the enterprise, the locations from which they perform work (or are associated with), and the roles and optionally the actual persons responsible for achieving the organization’s stated objectives.
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Customer Model
The ‘Business or Customer Model’’ describes what business the enterprise is focused upon, its objectives, and how the enterprise will conducts its business. The Customer Model is not limited to commercial organizations and contains concepts and methods relevant to non-profit and governmental enterprises.
The process of designing a customer model is the responsibility of an enterprise organizational unit and a strategic planning function.
Service Model
A ‘Service Model’’ describes how, operationally, a service provider organization will fulfill or provide the service level commitments made with a specific customer architecture (represented by a business model).
The Service Model describes the services offered in the form of a ‘service portfolio’, and supports and the management of the investment and financial return over specific time periods.
It also defines the location, time, and conditional characteristics of the operational practices used by the service provider organization to accept, fulfill, operate, and support requests for services.
Key Principles
An enterprise will have one enterprise model. An enterprise may have more than one customer model, each corresponding to a distinct area of their business operations – ‘lines of business’.
A service provider should have at least one service model and ideally one derivative of a common service model for each customer model.
The service management strategy is responsible for describing how the service model (single or multiple configurations thereof) will integrate with the other two models, and how the Service Provider Organization (SPO) will operations manage each service model to fulfill the expectations of the customer model.
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