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Version 0.15 of the Adaptive Service Model has been released

Based on the discussion on 'Resources' and 'Capabilities' on LinkedIn a request for change ("Johann Botha 2022015 RFC") was proposed and recently accepted. That has led to the release of an updated version of the model.

In summary all the enablers for service are now considered resources, while capability is defined as a characteristic or an attribute of the configuration of these resources, i.e. a characteristic of the Service System. As a side benefit that simplifies the model quite a lot.

By this change we leave the definition of resources and capabilities introduced with ITIL V3 and align with the more common definition of resources and capabilities used by most business schools etc. 

To give an example: A taxi company (a service system) may have different resources such as cars, drivers, IT and communication systems, processes, skills knowledge etc. Dependent on the dynamic configuration and use of these resources the company may have a capability to offer traditional taxi service and another capability to offer a limo service. The traveller (service system) on the other side may have different resources such as a body, skills, knowledge and money. Dependent on the dynamic configuration and use of these resources the traveller (service system) may have a capability to consume a taxi service and another capability to consume a plane service with the same service system but not a capability to consume a train service (e.g. disabled) or a limo service (e.g. limited money).

For those of you that have signed up for the wiki the detailed description of the proposal can be found here:

The new definitive version of ASM can be found in our definitive library ( It consists of:

- The updated block diagram (

- The updated diagram ( In ARCHI format:

- The updated description of objects and attributes (   

We still hope to complete the meta model layer soon by settle the discussions on the concepts of process, service act and governance. So stay tuned - we will soon be back! 

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We are currently facilitating three discussions on LinkedIn (  with regards to key objects in the ASM meta model:

- Resources and capabilities
- Processes
- Governance and service eco-system

One more discussion on Service Dynamics (service co-creation) will soon be launched.

In addition we have started the first discussion on the next layer, the detailed model:
- What instances of Service Systems shall ASM include

Please feel free to contribute

I have made a suggestion regarding the relationship of the entity "Output":

Any feedback would be welcome.

Two RFCs have been passed, which between them update the definitions of the definition of the term ‘service’ and a number of related terms. Here are the new definitions with examples of how they might be used (the examples are NOT part of the Adaptive Service Model).
If you want to see the updated model or to make comments or propose further changes then please log on to the wiki at at

A SERVICE OFFER is a proposal from a service provider (service system) to a service consumer (service system) for a potential future service engagement
EXAMPLE Outside the airport is a sign saying “TAXI” that tells you, that one or more taxi companies offer transportation services from here. In the windows of the taxis in line you can see the standard rates that you would have to pay.

A SERVICE ENGAGEMENT (collaboration) is a formal or informal specification of agreed expectations, rights, obligations and interfaces of two or more service systems
EXAMPLE You enter the front taxi in the line and ask if the driver accepts credit cards. The driver confirms that he accepts credit cards so you tell him where you want to go and he confirms that he knows where that is.

A SERVICE ACT (the “moment of truth”) is an interaction that achieves value co-creation between service systems
EXAMPLE The driver takes you to your destination, you talk together on the way, you ask him to turn the air-conditioning down a bit and he draws your attention to a few tourist attractions along the route. At the destination you pay by credit card, get the receipt and give a good tip because you were pleased with the service.

SERVICE OUTCOME is the consequences for the stakeholders involved in a specific service act between one or more service systems
For you: You get to your destination safely and in time, so you manage to close an important deal for your company. You learn about some tourist attractions that you may want to visit.
For the driver: He gets his payment and the tip. He is placed at a new location for his next passenger
For the taxi company: They get revenue, and they get an enhanced reputation (because you feel positive about this taxi company and recommend them to your friends)

A SERVICE SYSTEM (provider, consumer, integrator etc.) is a dynamic configuration of intents, capabilities and resources that can create value with other service systems through co-creation.
EXAMPLE There are three service systems in this example. Each has its own intents, resources and capabilities.
You are one service system, acting as the service consumer.
The taxi driver is another service system, acting as the service provider.
The taxi company is a third service system, acting as a service broker or service integrator.

A SERVICE is an aggregation of a service engagement with one or more service acts between two or more service systems creating service outcomes
EXAMPLE The service is the combination of the service offer, the service engagement, and the service acts between the service systems, which create the service outcomes.

RFC Chrnis 5062014 has been submitted.

This RFC offers new definitions for many terms related to the word "service". Voting members have been asked to submit their votes by next Sunday (15th June).

If you have registered on the wiki then you can see the detail of the RFC here

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I've just updated the draft version of the Adaptive Service Model. I was wanting to work on the relationships, but it was difficult to read. The new version of Archi makes it much easier to alter the layout, so I think it's a lot clearer now. Here's the graphic:

There are other versions, including the archimate file (uploaded as XML) here:–_Meta_model#Adaptive_Service_Model_-_updated_draft_graphic

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I've put all the objects and properties (as they are now) into wiki format. You can see them here:

You'll also see that there's a lot to be filled in, in terms of descriptions, examples and so forth. If you have any comments, put them on the talk page for the top level:

Probably of more use to most people are looking at some of the reporting you can do to get more of an idea of the structure. Here are some examples:

Value attribute:

Actor Role:

Property: 'Type'

All objects with the attribute 'risk':

All objects with the attributes 'capability' and 'lifecycle':

Trying these examples should give you the idea of how to do more interesting queries.

There's obviously still a lot of work to be done, but I hope this framework makes it easier to comment on, add, or modify objects and attributes.

On final thing, If you'd like to add an example to an object. Say:

You'll see how it is done - the attribute can have its own page. In this case, the attribute 'C47 attribute::Example' ( a property of ID C47, which is 'Way of working') has this as its example:

If you'd like  to add text for the attribute 'out-side-in', you simply put the information on the attribute page:

Just watched the hang out addressing " Service Definition". Good thoughts and questions within 1 hour :). Thanks for sharing!! The 2 question postures, or claims i see as most valubel is perspecitve of service. e.g. system - offer - act discussion and sum up from Peter B regarding comfort zons. I see a clear link between this two perspective and, depending on definition, we still need to leave our comfort zone and act in the the same zone as the consumer/customers.


Taking Service Forward (TSF) panel discussion on the definition of service.

During the next stage of development for the Adaptive Service Model (ASM) we will be addressing a number of important points needing clarification that have been identified in the meta-model. This should enable us to create a very solid foundation for future development.

The first area where we have some work to do is in understanding the term ‘service’. There has already been some discussion of this on the TSF wiki (please create an account on the wiki to read the comments and make your own). To move this discussion forward we are going to hold a panel discussion. Participants in this discussion will include:
• Charles Betz
• Jim Spohrer
• Robert Falkowitz
• Christian Nissen
• Peter Brooks
• Stuart Rance

This discussion will take place on Thursday 3rd April at 14:00 UK time (15:00 Central European time, 8 am Central US time)

The discussion will be streamed live on YouTube, you can follow the live discussion at Taking Service Forward discussion on the definition of service. This same URL can also be used to listen to the recording of the discussion after the event. If you are listening to the live discussion then you can ask questions by using the hashtag #ASM on Twitter.

After the discussion we will encourage people to discuss the issues raised, either on the TSF wiki, or in the TSF LinkedIn group. This should help us to come up with one or more formal change requests to the ASM which we expect will be submitted within the next few weeks.
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