Functional Reference Architecture for Service

Defining the functionality for service

Noventum’s Functional Reference Architecture for Service is a framework that defines key functions and features that a service solution must have to be able to support the marketing, selling and delivery of services.

The Functional Reference Architecture for Service consists of several functional domains which together provide a complete set of functions needed to support a service business.

The Support Centre functional domain focuses on the ability to deliver 1st line support to customers. It is about providing several ways to communicate with a customer; build and manage a customer profile and feedback; and register and handle service requests.

Functions in the Technical Support domain address the creation, planning and scheduling of work orders; managing preventive and predictive maintenance plans; and managing and using installed base, knowledge and technical documents.

Functionality that enables field technicians to execute work orders is included in the Field Service domain.

The Service Management and Backoffice domain deals with functions to manage the delivery of service as well as back office activities such as billing, invoicing and dealing with partners.

What is required to be able to market and sell services and manage service contacts is part of the Sales & Contracting domain.

Finally, the domain titled Service Parts is about managing the service parts to ensure that the right parts are at the right place at the right time. 

The Functional Reference Architecture for Service is the starting point to:

  • Define the functional scope of a service solution implementation
  • Discuss and agree the required functions with stakeholders
  • Evaluate and select products and technology that are capable of supporting the service business requirements
  • Conduct a fit-GAP analysis to determine what functionality is currently provided and what is missing

In the Design Centre you can find 900+ additional detailed functional requirements that you can use to further specify your solution requirements. You can also find a powerful, self-service and interactive knowledge base with Service Management Practices, Process Models, Performance Metrics, Service Solution Blueprints, and E-Learning training courses which will enable, and accelerate, your digital service transformation journey. The STC gives you the ability to assess, design, build, implement, and manage your Digital Service Transformation as well as developing the people, and skills, necessary to deliver a sustainable solution. Throughout your transformation journey, Remote Coaching is available to help you to facilitate change and to provide guidance on how to use the best practices and techniques of the Service Transformation Centre.



Why is Noventum offering the Service Transformation Centre?

Noventum has been working the past two decades with a lot of large multi-national companies that needed to grow and improve their service business. Over the years of running service transformation projects we discovered that most service businesses use similar Service Management Practices, Process Models, Roles and Organisation Designs, Performance Metrics, Solution Requirements, Service Solution Blueprints, and E-Learning training courses no matter the industry they are in or technology platform they sell.

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