Qualities (characteristics / how it behaves) of the service, the non-functional “-ilities” of the service.
Service qualities are how a service behaves, its non-functional characteristics. Contrast this with the functionality of a service, which is what the services do, (what it does, how it functions, it’s basic features independent of a service’s behaviors), and the service configuration (what its made of, its component parts).
In contrast to a service’s functionality or features, that is, what it does, service qualities are how a service behaves.
As you can see in the figure, both Human-Led and IT-Led services have system qualities, just as they have features.
The Human-Led service quality taxonomy in OSM are adapted from the SERVQUAL model, which is commonly applied to Human-Led services. The IT-Led service quality taxonomy is adapted from the Open Group’s taxonomy of non-functional requirements.
Each of these will be defined in turn as we move through this module.
Performance is effective when…
The service qualities required by customers and users are present in the service; 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 qualities.
Service qualities have a technical aspect and a qualitative aspect. For example, a service might, for accessibility, be ADA compliant, technically speaking. However, the customer and user are the judges of whether or not the system is accessible.
Non-functional requirement framework
Non-functional requirements specifications
Non-function requirements checklist
You should notice two major differences here between OSM and traditional ITSM guidance.
The first is that OSM covers Human-Led services, and their non-functional characteristics or qualities, where traditional ITSM guidance does not.
The second is that the list of non-functional requirements (what traditional ITSM guidance calls, “warranty” aspects) is much longer in OSM. Traditional ITSM guidance typically focused on operational qualities, things that went in an SLA, e.g., availability, performance (or capacity), IT service continuity (or disaster recovery), security, and supplier details.
As you can see, OSM’s list of service qualities greatly expands the list to include a “shift-left” to the non-functional qualities developers care about, such as accessibility.
OSM’s list of IT-Led service quality characteristics is adapted from the TOGAF taxonomy of service qualities.