Consumer Scenario Catalog

<p>The SMO Coordinators work with the appropriate non-core managers and subject matter experts, including service and process owners, to create the base set of information about a situation. &nbsp;The resulting documentation is termed a ‘consumer scenario’.

A consumer scenario describes from the consumer’s perspective the full situational context surrounding the performance of a vital mission activity (VMA). &nbsp;A VMA is an activity performed by a stakeholder with some tangible significance and effect on the achievement of an outcome. &nbsp;A VMA must be qualified as such through detailed documentation, describing the conditions surrounding its performance and its relationship to a key performance target, and/or objective.

The information includes who is performing the activity, from where, and why. &nbsp;It may be a synthetic description based upon assumptions developed from the service provider view, and without the direct assistance of the consumer. &nbsp;&nbsp;&nbsp;

A scenario provides an important setting for the work effort related to inspecting and improving the response to a service request by the service provider organization. &nbsp;It provides vital context for what prompts the first interaction with a service provider’s products and services, and a ‘service request’. &nbsp;&nbsp;

The information is best collected using predefined and carefully designed interviews conducted directly with consumers, but can be collected in a stand-alone mode by provider side staff.

Consumer scenarios are recorded in a consumer scenario catalog, either as a document or database describing in detail each consumer scenario.</p>