Consumption Experience Functional Component

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Figure 1. Consumption Experience Functional Component Model


The Consumption Experience functional component is based on a system of engagement integration design pattern where consumers access different functional components through a common user experience. This enables a centralized location for all kinds of communication channels for consumers (such as chatbots, web applications, mobile applications) to provide a one-stop portal that facilitates the following features:

  • Request a new service

  • Request service support

  • Request service modification

  • Request service termination

This facilitates service consumption by connecting any potential consumer with the right information, goods, services, or capability at the right time through a single and intuitive experience, supporting “click, call, face” principles to get access to the desired support. Self-service concepts are used to limit the interaction flow to people and provide direct remediation, thereby enhancing customer experience.

The Consumption Experience functional component also embraces Customer Journey Mapping; typically the path followed by a consumer when they interact with the Consumption Experience portal. It includes every touchpoint the consumer might run into throughout their interactions with IT, which helps in creating the overall self-service functionality in the Consumer Experience portal that drives improved customer experience.

This provides an interface supported across multiple devices such as smartphones, tablets, etc. and also a plug-and-play connectivity for components that need to be exposed through the portal. Components for connectivity include but are not limited to catalog-driven service consumption.

The Consumption Experience functional component supports the value streams:

Functional Criteria

The Consumption Experience functional component:

  • Shall be available to all users that desire to consume digital services

  • Shall expose functionality based on user profile and entitlement

  • Shall expose relevant aspects of the IT4IT functions and capabilities in a single place, unifying the experience – these functions and capabilities may be exposed in many forms; for instance, a form similar to smartphone apps, a traditional web application, or just as an API

  • Shall determine each interaction, whether it is a Request for Information (RFI), a new Order, a Change, or an Incident, and route them to the appropriate functional component

  • Shall route requests to queues for assignment or assign them to fulfillers automatically

  • Shall provide the interface for consumers to search and read Knowledge Item data objects of all types and sources

    Knowledge Item data objects may include but are not limited to technology or supplier-created technical briefs, training videos, and user-created content.

  • Shall reduce the load on the support organization by enabling and promoting self-help and self-healing behavior through the use of community assistance, knowledge sharing, content, etc.

  • Shall enable users to create new support tickets for issues and/or questions that they were not able to resolve, or their questions that remain unanswered

  • Shall enable users to view and update their existing support tickets

  • Shall provide the consumer a view and status update of planned and executed changes

  • Can route users to access the Knowledge Item data objects before a new support ticket is created

  • Can engage Collaboration & Communication secondary functional components to provide the user front end (such as a chat capability) for various purposes including service desk interaction, order routing, or information/knowledge gathering

  • Can provide service consumers with a way to address more of their Digital Product and service-related issues, as well as receive information regarding their existing records without necessarily engaging underpinning providers