Scenario task 2 - Prepare a list of business services and service offerings

Several meetings and interviews were conducted with Calbro business owners to collect the information necessary to develop a comprehensive list of services and offerings. The following information is a brief summary of the data collected:

Calbro has a collection of internal and external facing business services. Three of their external facing business services drive the majority of their revenue. The discount equity brokerage service is the highest revenue generator and the most rapidly expanding, providing a wide range of financial applications to customers. This service is divided into three service offerings based on the amount of money a customer is willing to invest. The online retail bank service provides common features found in other ATM networks as well as a series of loan and cross-sell applications. Although the ATM service fees generate substantial revenue, the "Home improvement loan to go" application has seen an impressive growth rate since it was introduced one year ago. The business service supporting Calbro's presence on the internet acts as both an important feed to the discount equity brokerage site as well as providing access to their mature financial applications. The applications within this business service account for about 15 percent of Calbro's revenue, and over the years, has seen some decline. The plan is to retire and replaced them with separate focused business services.

Calbro-Services-profile

Calbro has eight major business services supporting their internal users. The internal facing services include everything from employee communications to financial management. With such a large number of geographically dispersed employees, there is no doubt that the email service is considered to be the most critical to the business, followed closely by customer support.

The executives at Calbro Services recognize that moving to a top-down approach to service level management requires a major shift in the way they currently do business. To control both the cost and the risk associated with this project, a decision was made to only support a few of the business services for the first phase of the project. To define which business services would be a part of the first phase, the business services were categorized as being either internal or external. Then, each service was ranked based on importance to the company's success and potential revenue streams. From the list, discount equity brokerage and online retail banking were selected as the external facing business services, and the email service was selected as the internal business service for the project. Furthermore, from the discount equity brokerage business service, only the basic service offering is addressed.

The following table shows the business service offerings:

Business service details for a discount equity brokerage service

Business service offering	Status	Users	Number of users	Service suppliers
Basic	In production	All customers	4,400,000	Calbro IT Department Global Point of Presence Virtual Systems Inc
Premium	Planned	Customers with accounts greater than $100K	625,000	Calbro IT Department Global Point of Presence Virtual Systems Inc
Elite	Future	Customers with accounts greater than $1M	31,000 proposed	Calbro IT Department Global Point of Presence Virtual Systems Inc Always Online Corp
Advisor partners	Future	Calbro partner brokers	5,500 proposed	Calbro IT Department Global Point of Presence Virtual Systems Inc Partner Networks

Business service details for an online retail banking service

Business service offering	Status	Users	Number of users	Service suppliers
Standard	In production	Bank customers	14,600,000	Calbro IT Department Auto Mechanics Secure Comm Ltd
High traffic	Planned	Bank customers	5,300,000 proposed	Calbro IT Department AnyTime Mechanics Secure Comm Ltd

Business service details for an email service

Business service offering	Status	Users	Number of users	Service suppliers
Generic	In production	Calbro employees	27,000	Calbro IT Department MacroWave Technology PostalNet
1st class	Planned	Calbro employees in major office locations	8,200	Calbro IT Department MacroWave Technology PostalNet

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Scenario-task-3-Identify-responsible-parties

Scenario task 2 - Prepare a list of business services and service offerings

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