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This keynote has the following agenda - Servicialisation – Coining, Deducing & Demarcating - Envisioning – Prospecting & Preparing Servicialisation - Focusing – Empowering & Supporting Service Consumers - Offering – Identifying & Specifying Service Types - Composing –Deducing & Arranging Service Concepts - Committing – Promising & Ensuring Service Provision - Conducting – Anticipating & Performing Service Providing
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E-Mail [email protected] Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz
SlideShare http://www.slideshare.net/PaulGHz
CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
LinkedIn http://www.linkedin.com/in/paulghuppertz
Paul G. Huppertz
Пол Г. Хуппертц ICT-Consultant & System Architect
Service Composer & Meta Service Provider
3rd Annual Conference of itSMF Russia ‚Who are you, Mr. Service?‘
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62
Keynote
Mr. Service Composer & Conductor of Service Providing
September 13, 2012
Moscow, 1-st Zachatievskiy per 4, InfoSpace
1
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
2
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
3
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Servicialisation – Keyword, Suffix & Contraction
4
Service -ialisation
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Servicialisation – Wording, Meaning & Explanation
5
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Service
Servicialisation = Guiding Concept for Service Providing
-ialisation
Сервиселизация
Сервиселизация = ведущая концепция для предоставления сервиса
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
6
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
General view - 3 separate layers
Business
7
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Internal views - 3 complementary management areas
Business process
management
• finalize & evaluate • perform & control • dispose & initiate • prepare & organise
• perform & bill • conduct & control • commit & orchestrate • compose & prepare
• control & adapt • perform & monitor • establish & test • plan & prepare
8
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Integrated view - 3 complementary methodologies
Business process
management
• finalize & evaluate • perform & control • dispose & initiate • prepare & organise
• perform & bill • conduct & control • commit & orchestrate • compose & prepare
• control & adapt • perform & monitor • establish & test • plan & prepare
9
Rules and regulations
Servicialisation Сервиселизация
IT Infrastructure
Library
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
10
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
3 Chains 3 Libraries – ITIL, SPML & BVML
11
Se
rv
ice
S
up
ply
C
ha
in Service aggregating
ICT-system based Business Support Service
(ICTBSS)
service-specific benefits
Value creation
Business process
I
T
I
L
S
P
M
L
Bu
sin
es
s
Va
lue
C
ha
in
Sy
ste
m
Su
pp
ly
Ch
ain
B
V
M
L
service-relevant ICT-systems (application, middleware & infrastructure systems),
resources, processes & further means
SPML = Service Providing Management Library
ITIL = Information Technology Infrastructure Library
BVML = Business Value Management Library
Plan – Build – Run (ICT systems)
Compose – Commit – Conduct (service providing)
ICT
s
ys
tem
s
tra
teg
y
Se
rv
ice
p
ro
vid
ing
s
tra
teg
y
Bu
sin
es
s
ma
na
ge
mt
str
ate
gy
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Focussing – Compose, Commit & Conduct Service Providing
12
Se
rv
ice
S
up
ply
C
ha
in Service aggregating
ICT-system based Business Support Service
(ICTBSS)
service-specific benefits
Value creation
Business process
I
T
I
L
S
P
M
L
Bu
sin
es
s
Va
lue
C
ha
in
Sy
ste
m
Su
pp
ly
Ch
ain
B
V
M
L
service-relevant ICT-systems (application, middleware & infrastructure systems),
resources, processes & further means
SPML = Service Providing Management Library
ITIL = Information Technology Infrastructure Library
BVML = Business Value Management Library
Plan – Build – Run (ICT systems)
Compose – Commit – Conduct (service providing)
ICT
s
ys
tem
s
tra
teg
y
Se
rv
ice
p
ro
vid
ing
s
tra
teg
y
Bu
sin
es
s
ma
na
ge
mt
str
ate
gy
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Servicescape – Service Consumer, Service Provider & Service Relation
13
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
SERVICESCAPE Service Consumer
Service Provider
Service Concerting
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Providing – Service Consumer, Service Triggering & Service Concerting
14
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
SERVICESCAPE Service Consuming
Service Consumer
Service Provider
Service
Service Concerting
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Contracting – Service Customer, Service Consumer & Service Provider
15
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
SERVICESCAPE Service Consuming
Service Consumer
Service Commissioning
Service
Service Customer
Service Provider
Service Concerting
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Providing Model – Service Roles, Service Spheres & Servicescape
16
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
SERVICESCAPE Service Consuming
Service Consumer
Service Commissioning
Service
Service Customer
Service Orchestrating
Service Provider
in-/external Service
Suppliers
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘ Servicialisation – Methods, Sequence & Service Consumer
17
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
Service Committing
Service Concerting
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Servicialisation – Methodology, Service Provider & Service Consumer
18
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
Service Committing
Service Concerting
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
19
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Offering– Service Identifying, Service Specifying & Service Cataloguing
20
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Specifying – Service Attributes, Service Quality & Service Price
Denomination of the service type
No. Attribute name Bronze Silver Gold Data type/measuremt unit
01 Service Consumer Benefits free text
02 Service-specific Functional Parameters service-specific
03 Service Provision Point location, interface
04 Service Consumer Count number
05 Service Providing Readiness Times day times
06 Service Consumer Support Times day times
07 Service Consumer Support Languages national languages
08 Service Fulfillment Target %
09 Service Impairment Duration hh:mm
10 Service Providing Duration hh:mm:ss
11 Service Provision Unit service-specific
12 Service Providing Price €
clear, complete & concise all 12 attribute values together concerns each singular service 2 pages only per service type service offering of the service provider
Attributes 01 – 11 for service quality & attribute 12 with service price
Se
rv
ice
Qu
ality
Price
21
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Offering– Service Consumer, Service Provider & Service Offerings
22
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Offering – Service Catalogue, Catalogue Entries & Service Specifications
Each catalogue entry comprises one service specification on 2 pages 23
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
Service Catalogue
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
24
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Composing – Service Specification, Service Map & Service Screenplay
25
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Composing – Service Consumer, Service Provider & Service Composer
26
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Concept – Service Specification, Service Map & Service Screenplay
Service Concept
Service Identifying
Service Specifying
Service Composing
27
Service Screenplay
Service Map
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Orchestrating – Service Concept, Service Suppliers & Supply Chain
28
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Orchestrating – Service Conductor, Service Concept & Service Orchestra
29
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
30
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Committing – Service Catalogue, Service Specification & SLA
31
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Service Catalogue
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Committing – Catalogue Entry, Service Level Specification & SLA
SLA Template
List of authorized service consumers
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
Service Committing
32
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
33
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Conducting – Service Score, Service Triggering & Service Providing
34
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & Primary Benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On each Service trigger: Service Rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Service Concerting and/or
Service Triathlon in-/external
Service Suppliers
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Service Concerting– Providing Readiness, Providing Capacity & Providing
1. Establishing & keeping up Service Providing Readiness
2. Keeping up & adapting Service Providing Capacity
Service Consuming
Service
Service
Service
Service
Service
35
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Service Provider
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Contents – Segments & Sections
Intro • Servicialisation – Coining, Deducing & Demarcating
Centro
• Envisioning – Prospecting & Preparing Servicialisation
• Focusing – Empowering & Supporting Service Consumers
• Offering – Identifying & Specifying Service Types
• Composing –Deducing & Arranging Service Concepts
• Committing – Promising & Ensuring Service Provision
• Conducting – Anticipating & Performing Service Providing
Extro • Discussion – Repeating, Reviewing & Revising
36
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
Keynote ‚Mr. Service – Composer & Conductor of Service Providing‘
Discussions – Repeating, Reviewing & Revising
37
Service Identifying Service Consumer, Service Object, Benefit
Service Consumer Benefit & primary benefit
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier & Service Supply Chain
Operation Level Agreement Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Providing Readiness & Providing Capacity
On Service triggering: Service rendering
Service Billing Service Price x Service Count
Service Bill & Service Revenue
Intro | Envisioning | Focusing | Offering | Composing | Committing | Conducting | Extro
E-Mail [email protected] Mobile +49-1520-9 84 59 62 XING https://www.xing.com/profile/PaulG_Huppertz
SlideShare http://www.slideshare.net/PaulGHz
CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
LinkedIn http://www.linkedin.com/in/paulghuppertz
Paul G. Huppertz
Пол Г. Хуппертц ICT-Consultant & System Architect
Service Composer & Meta Service Provider
3rd Annual Conference of itSMF Russia ‚Who are you, Mr. Service?‘
servicEvolution – Schoene Aussicht 41 – 65396 Walluf – Germany | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62
Keynote
Mr. Service Composer & Conductor of Service Providing
Your questions?
My answers!
38
