functionality of a service is what the service does, how it functions, it’s basic features, what it does, independent of its behavioral characteristics.
When it comes to services, one of the three things worth managing along with configuration and qualities; functionality refers to the features the service provides, including telemetry that facilitates direction and control of the service by the SMS.
A service is made up of its component parts, its functionality (or features), and its qualities.
For a Human-Led service, you can think of it this way: Let’s say you have a landscaping service. The configuration of the service is all the moving parts—your van, mower, leaf blower, edger, string trimmer, your clipboard, the phone you use to take payment, and so on. The functionality is the feature set of your service—does it include edging? Do you do weeding, or fertilizing, and so on. The qualities are things like how reliable and responsive you are, as judged by your customers
For IT-Led services, components are things like containers, servers, active directory, etc. Let’s say your service was a financial calculator website—a feature might be a removal calculator, a margin calculator, or a mortgage payment calculator. The service qualities would be things like how available your website is (uptime) and how performant it is (fast or slow).
There are two types of functionality: 1) user functionality and 2) SMS telemetry; the latter is the telemetry built into services so that they can be directed and controlled by the Service Management System (SMS). Contrast service functionality or features with non-functional service qualities, which are how a service behaves, or all service characteristics that are not functional requirements, and with configuration, which are the parts a service is made up of.
So functionality is the set of features of a service, what it does, independent of how well it performs, how available it is, etc.
There are two types of functionality. First, there is what the user sees and uses, the user functionality. Next, there is the telemetry functionality—the features you bolt on to a service so that you can direct and control it, through whatever service management system it is that you have, for example, if you have a landscaping company, a number of crews out doing work on a given day, what do you have in place to tell if a particular crew has a client cancel on them and is available for work so you can re-direct them to another job? If you have an financial calculator website, what have you put in place to tell you if the site is performing slowly, or has an extraordinary number of concurrent users on it, and so on?
Remember, functionality is features, what a service does, and qualities are how a service behaves, like how available it is, how performant it is, and so on. You can also think of service qualities as all service characteristics that are not features or functionality
Performance is effective when…
Our services have the user features required by customers and users; where this is not the case, we move quickly and transparently to make it so, or to reset customer and user expectations and perceptions for the service functionality.
Our services have the telemetry needed to direct and control them.
Our services meet the minimally agreed to feature and viability requirements, operates within the principles, governance, and security boundaries of the organization, and are built and maintained by the revenue stream that needs the service, and are constantly evolving using automated testing and delivery techniques, with feature list and prioritization based on direct end-user feedback.
Both end-user functionality and management functionality (telemetry) are required for a manageable service that is consistently valuable to stakeholders.
Agile requirements modeling
Epics, stories, versions, and sprints
Whatever the method used, it’s important that the outcome is that customers and users get functionality they value quickly, and with quality.