6 Service Reference Model
6.2 Structure
The SRM has been structured across 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. The SRM is constructed hierarchically around Service Domains, Service Types, and Service Components.
The SRM Service Domains provide a high-level view of the services and capabilities that support enterprise and organisational processes and applications. Service Domains are differentiated by their business-oriented capability and are comprised of Service Types that further categorise and define the capabilities of each Domain. As illustrated in Figure 6-1, each Service Domain is classified into one or more Service Types that group similar capabilities in support of the domain.
Service Types provide an additional layer of categorisation that defines the business
context of a specific Service component within a given domain. Each Service Type
includes one or more Service Components that provide the 'building blocks' to deliver the
Service Component capability to the business.
A Service 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 Service Components are numbered in a sequential manner. The numbers themselves do not imply or describe a structure within the model.
| Service Domains | Service Types |
|---|---|
| Customer Services | [1001] Customer Relationship Management [1002] Customer Preferences [1003] Customer Initiated Assistance |
| Process Automation Services |
[1101] Tracking and Workflow [1102] Routing and Scheduling |
| Business Management Services |
[1201] Management of Process [1202] Organisational Management [1203] Investment Management [1204] Supply Chain Management |
| Digital Asset Services | [1301] Content Management [1302] Document Management [1303] Knowledge Management [1304] Records Management |
| Business Analytical Services |
[1401] Analyses and Statistics [1402] Visualisation [1403] Knowledge Discovery [1404] Business Intelligence [1405] Reporting |
| Back Office Services 17 | [1501] Data Management [1502] Human Resources [1503] Financial Management [1504] Assets/Materials Management [1505] Development and Integration [1506] Human Capital / Workforce Management |
| Support Services | [1601] Security Management [1602] Collaboration [1603] Search [1604] Communication [1605] Systems Management [1606] Forms Management |
Figure 6-2: SRM Overview
Footnotes:
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