Services Domain

The Services domain represents activities or functions provided to internal or external customers to deliver value. It captures service offerings, delivery models, service levels, and the operational components that ensure consistent, quality service delivery.

Schema Version: 2.1
Schema Location: /schemas/services.schema.json
Specification: JSON Schema Draft-07

Overview

What is a Service?

A service represents an activity or function that an organization performs for customers, stakeholders, or other parts of the organization to deliver value. Unlike products (which are tangible or deliverable items), services are characterized by:

• Intangibility — Services are activities, not physical items
• Co-creation — Services often involve customer participation
• Variability — Service delivery can vary based on context
• Perishability — Services cannot be stored for later use

Purpose and Value

The Services domain enables architects and planners to:

• Catalog service offerings with consistent structure and metadata
• Define service levels through SLAs and performance commitments
• Map delivery channels by documenting how services reach customers
• Connect to capabilities by linking services to enabling capabilities
• Track performance through service-specific KPIs
• Support governance by linking services to compliance requirements

For Data Engineers

The Services domain maps directly to data platform concepts:

• Service → API, Pipeline, or Data Service
• Service Level → SLA tier or data freshness commitment
• Delivery Model → Batch vs. streaming, self-service vs. managed
• Channels → Consumption methods (API, UI, export)
• Performance Indicators → Service health metrics

Domain Attributes

Core Attributes

Attribute	Type	Description	Required
title	String	Name or title of the Service	✓
description	String	Detailed explanation of the Service	✓
purpose	String	Intended purpose or benefit	✓
owner	String	Individual or team responsible	✓
orgUnitTitle	String	Organization unit the Service belongs to
serviceCategory	Enum	Broad categorization of service type
serviceType	Enum	Specific type of service
deliveryModel	Enum	How the service is delivered
serviceLevel	Enum	Service tier or quality level
serviceLevelAgreements	String	SLAs associated with the Service
channels	Array[Enum]	Channels through which Service is provided
customerFeedback	String	Methods for collecting customer feedback
processFlow	String	Sequence of activities in Service delivery
customerJourney	String	Touchpoints throughout Service delivery
dependencies	String	Other Services, systems, or resources required
stakeholderNetwork	String	Individuals/groups involved in or impacted by Service
performanceIndicators	String	Metrics for measuring Service effectiveness
continuousImprovement	String	Methods for gathering and implementing improvements
resourceManagement	String	Required resources for consistent delivery
riskManagement	String	Identified risks and mitigation strategies
strategicAlignment	String	How Service supports Organization objectives
qualityFramework	String	Standards and procedures for Service quality
valueStream	String	How value flows through Service delivery
complianceRequirements	Array[Enum]	Regulatory requirements affecting Service
targetAudience	Array[Enum]	Primary users or beneficiaries
availability	String	Service availability schedule
capacity	String	Service capacity limits and scaling
pricing	String	Pricing structure and cost model
competitiveAdvantage	String	What differentiates this service
integrations	String	Systems the service integrates with
automationLevel	Enum	Degree of automation in delivery
scalability	String	Service scaling capabilities
lifecycle	Enum	Current stage in service lifecycle
innovationOpportunities	String	Areas for service innovation
sustainability	String	Environmental considerations
accessibility	String	Accessibility features
security	String	Security measures and protocols
businessModel	Enum	Revenue or value creation model
customerSegments	Array[Enum]	Target customer segments
valueProposition	String	Core value delivered
successMetrics	String	Key metrics defining service success
changeManagement	String	Approach to managing service changes
knowledgeManagement	String	How service knowledge is captured and shared
serviceFeatures	Array[Object]	Specific features of the service

Enumeration Values

Service Category (serviceCategory)

Value	Description	Example
Customer Service	Services directly interfacing with external customers	Customer support, sales assistance, account management
Support Service	Internal or external support and assistance	Technical support, help desk, maintenance services
Operational Service	Core operational and business process services	Manufacturing, logistics, quality control
Administrative Service	Administrative and business management services	HR services, finance, procurement, legal
Digital Service	Technology-enabled and digital services	Web applications, mobile apps, API services
Professional Service	Expert knowledge and consulting services	Consulting, training, advisory, project management
Infrastructure Service	Foundational technology and facility services	IT infrastructure, facilities management, utilities

Service Type (serviceType)

Value	Description	Example
Transportation	Movement and logistics services	Freight, passenger, delivery, shipping
Consulting	Advisory and expertise services	Strategic consulting, technical advisory
Maintenance	Upkeep and repair services	Equipment maintenance, facility maintenance
Support	Assistance and help services	Customer support, technical support
Platform	Platform-based services	Cloud platforms, SaaS
API Service	Application programming interface services	REST APIs, data services
Analytics	Data analysis and intelligence services	Business intelligence, reporting
Training	Education and training services	Workshops, courses, certification
Monitoring	Monitoring and alerting services	System monitoring, performance tracking
Integration	System integration services	Data integration, API integration

Delivery Model (deliveryModel)

Value	Description	Example
Self-Service	Customer performs service independently	Online portals, ATMs
Assisted Service	Service with staff assistance	Help desk, in-person support
Automated Service	Fully automated service delivery	Chatbots, automated processing
On-Demand	Service available when requested	API calls, streaming
Scheduled	Service at scheduled times	Batch processing, appointments
Continuous	Always-on service delivery	24/7 monitoring, real-time feeds
Hybrid	Combination of delivery models	Self-service with escalation

Service Level (serviceLevel)

Value	Description	Example
Basic	Entry-level service tier	Standard support, basic features
Standard	Standard service tier	Business hours support, core features
Premium	Enhanced service tier	Priority support, advanced features
Enterprise	Enterprise-grade service	Dedicated support, custom SLAs
Mission Critical	Highest availability requirements	99.99% uptime, immediate response

Service Channels (channels)

Value	Description	Example
Online Portal	Web-based service access	Customer portal, self-service website
Mobile App	Mobile application access	iOS/Android apps
Phone	Telephone-based service	Call center, phone support
In-Person	Face-to-face service	Branch visits, on-site service
API	Programmatic access	REST API, webhook
Email	Email-based service	Email support, notifications
Chat	Real-time chat service	Live chat, messaging

Target Audience (targetAudience)

Value	Description
Internal Employees	Organization's internal staff
External Customers	External paying customers
Partners	Business partners
Vendors	Suppliers and vendors
Government	Government agencies
Public	General public

Automation Level (automationLevel)

Value	Description	Example
Manual	Fully manual service delivery	Hand-processed requests
Semi-Automated	Partially automated	Workflow with manual steps
Highly Automated	Mostly automated	Automated with exceptions handling
Fully Automated	End-to-end automation	No human intervention

Lifecycle Stage (lifecycle)

Value	Description	Example
Planning	Service being planned	Requirements gathering
Development	Service under development	Building and testing
Launch	Service being introduced	Go-live, pilot
Operations	Service in active operation	Production
Enhancement	Service being improved	Feature additions
Retirement	Service being decommissioned	Sunset

Business Model (businessModel)

Value	Description	Example
Fee for Service	Charge per service instance	Consulting hours, transactions
Subscription	Recurring subscription	Monthly SaaS fee
Usage Based	Pay per usage	API calls, data volume
Freemium	Free with paid upgrades	Basic free, premium paid
Commission	Revenue share model	Marketplace fees
License	Licensing model	Software licensing
Support Model	Support-based revenue	Maintenance contracts

Service Feature Elements

Attribute	Type	Description
title	String	Name/title of the feature
description	String	Detailed explanation of the feature
purpose	String	Intended purpose/benefit
owner	String	Individual/team responsible
featureType	Enum	Type: Core, Premium, Add-on, Beta
availability	String	When/how feature is available
dependencies	String	Required dependencies
performanceMetrics	String	Feature-specific metrics

Domain Relationships

The Services domain integrates with other metamodel domains:

Target Domain	Relationship Type	Description
Capabilities	Realization	Capabilities are realized through services
Products	Delivery	Products may be delivered as services
Customer	Consumption	Customers consume services
Organization	Provision	Organization units provide services
Value Stream	Contribution	Services contribute to value streams
Information	Exchange	Services exchange information
Technology	Enablement	Technology enables service delivery
Performance	Measurement	Performance metrics measure service effectiveness
Policy	Governance	Policies govern service delivery
Stakeholder	Engagement	Stakeholders engage with services

Examples

Example 1: Freight Transportation Service

{
  "title": "Rail Freight Transportation Service",
  "description": "Comprehensive freight transportation service via the national rail network",
  "purpose": "To provide reliable, cost-effective freight transportation solutions",
  "owner": "James Wilson, Director of Freight Operations",
  "orgUnitTitle": "Freight Operations Division",
  "serviceCategory": "Operational Service",
  "serviceType": "Transportation",
  "deliveryModel": "Scheduled",
  "serviceLevel": "Premium",
  "serviceLevelAgreements": "98% on-time delivery, maximum delay of 2 hours for priority shipments",
  "channels": ["Online Portal", "Phone", "API", "Email"],
  "customerFeedback": "Post-delivery satisfaction surveys, annual customer interviews",
  "processFlow": "Booking request → Cargo inspection → Loading → Transport → Tracking → Delivery",
  "customerJourney": "Inquiry → Quote → Contract → Scheduling → Tracking → Delivery → Invoice",
  "dependencies": "Track maintenance services, locomotive fleet management",
  "stakeholderNetwork": "Shippers, receivers, rail network operations team",
  "performanceIndicators": "On-time delivery percentage, customer satisfaction score",
  "continuousImprovement": "Quarterly performance reviews, customer feedback integration",
  "resourceManagement": "Locomotive allocation system, crew scheduling software",
  "riskManagement": "Weather contingency plans, security protocols for high-value cargo",
  "strategicAlignment": "Supports national freight mobility goals, carbon reduction initiatives",
  "qualityFramework": "ISO 9001 certified operations, monthly safety inspections",
  "valueStream": "Initial customer inquiry → Contract → Service delivery → Invoice",
  "complianceRequirements": ["Federal Regulations", "Safety Requirements", "Environmental Standards"],
  "targetAudience": ["External Customers", "Partners"],
  "availability": "24/7 tracking, business hours customer support, emergency on-call",
  "capacity": "Maximum 500 concurrent shipments, auto-scaling for peak seasons",
  "pricing": "Per-mile rates, volume discounts, premium service surcharges",
  "competitiveAdvantage": "Real-time tracking with 99.5% accuracy, carbon-neutral options",
  "integrations": "ERP systems, warehouse management, GPS tracking platforms",
  "automationLevel": "Semi-Automated",
  "scalability": "Horizontally scalable with cloud infrastructure, seasonal capacity planning",
  "lifecycle": "Operations",
  "innovationOpportunities": "AI-powered route optimization, blockchain-based tracking",
  "sustainability": "Carbon offset programs, electric vehicle integration",
  "accessibility": "Multi-language support, disability-friendly interfaces",
  "security": "End-to-end encryption, role-based access control",
  "businessModel": "Fee for Service",
  "customerSegments": ["Enterprise", "SMB", "Government"],
  "valueProposition": "Reduce transportation costs by 25% while improving delivery reliability",
  "successMetrics": "Customer retention rate, Net Promoter Score, first-call resolution",
  "changeManagement": "Phased rollouts, customer communication, training programs",
  "knowledgeManagement": "Service documentation, best practices database, training materials"
}

Example 2: API Data Service

{
  "title": "Track Condition Data API",
  "description": "RESTful API providing real-time and historical track condition data",
  "purpose": "Enable third-party applications and internal systems to access track condition information",
  "owner": "API Platform Team",
  "orgUnitTitle": "Digital Services Division",
  "serviceCategory": "Digital Service",
  "serviceType": "API Service",
  "deliveryModel": "On-Demand",
  "serviceLevel": "Enterprise",
  "serviceLevelAgreements": "99.9% uptime, <100ms response time, 1000 requests/minute rate limit",
  "channels": ["API"],
  "targetAudience": ["External Customers", "Partners", "Internal Employees"],
  "availability": "24/7 with scheduled maintenance windows",
  "automationLevel": "Fully Automated",
  "security": "OAuth 2.0 authentication, TLS 1.3 encryption, API key rotation",
  "businessModel": "Usage Based",
  "valueProposition": "Real-time track data integration with <100ms latency",
  "serviceFeatures": [
    {
      "title": "Real-time Track Conditions",
      "description": "Live feed of track condition measurements",
      "purpose": "Enable real-time operational decisions",
      "featureType": "Core",
      "availability": "All service tiers"
    },
    {
      "title": "Historical Data Query",
      "description": "Query historical track condition data up to 5 years",
      "purpose": "Support trend analysis and planning",
      "featureType": "Premium",
      "availability": "Premium and Enterprise tiers"
    },
    {
      "title": "Webhook Notifications",
      "description": "Push notifications for track condition alerts",
      "purpose": "Proactive alerting for critical conditions",
      "featureType": "Add-on",
      "availability": "Optional add-on"
    }
  ]
}

Implementation Guidelines

Service Design Best Practices

1. Start with customer needs — Design services around customer journeys and outcomes
2. Define clear SLAs — Establish measurable service level commitments
3. Map dependencies — Document all service dependencies explicitly
4. Plan for scale — Include capacity and scalability considerations
5. Enable feedback — Build in mechanisms for continuous improvement

Service Blueprint Pattern

OpenMetadata Integration

For Data Platform Teams

When integrating with OpenMetadata, map Service entities as follows:

Orthogramic Element	OpenMetadata Entity	Notes
Digital Service	Messaging Service /API	For API services
Data Service	Pipeline /Dashboard	For data delivery services
Service Level	SLA Custom Property	Track SLA commitments
Channels	Service Connection	How service is consumed
Performance Indicators	Metrics	Service health metrics

# Example: Map Service to OpenMetadata Messaging Service
def create_om_service(service):
    """
    Map Orthogramic Service to OpenMetadata Service entity
    """
    if service["serviceType"] == "API Service":
        return {
            "serviceType": "messagingServices",
            "name": service["title"].lower().replace(" ", "_"),
            "displayName": service["title"],
            "description": service["description"],
            "connection": {
                "config": {
                    "type": "CustomMessaging",
                    "sourcePlatform": "Orthogramic"
                }
            },
            "tags": [
                {"tagFQN": f"ServiceCategory.{service['serviceCategory'].replace(' ', '')}"},
                {"tagFQN": f"ServiceLevel.{service['serviceLevel']}"}
            ],
            "extension": {
                "sla": service.get("serviceLevelAgreements"),
                "deliveryModel": service.get("deliveryModel"),
                "automationLevel": service.get("automationLevel")
            }
        }

Schema Reference

• Repository: Orthogramic/Orthogramic_Metamodel
• Schema Location: /schemas/services.schema.json
• Version: 2.1
• Specification: JSON Schema Draft-07
• License: Creative Commons Attribution-ShareAlike 4.0 (CC BY-SA 4.0)

---

Previous: Products Domain | Next: Information Domain