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ITIL Service Value System (Dimensions of Service Management (Organisations…
ITIL Service Value System
Dimensions of Service Management
Organisations & People
Information & Technology
Partners & Suppliers
Value Streams & Processes
Key Concepts of Service Management
Value & Value Co-Creation
Value can be subjective, subject to the perception of the stakeholders
Organizations recognize that value is co-created in active collaboration between providers and consumers
Products and services create value in a number of ways
Revenue Generation
Employee Experience
Examples of Value for different types of Stakeholders
Service Consumer:
Benefits achieved, costs/risks optimized
Service Provider:
Funding from customer, business development, image improvement
Service Provider Employees:
Financial / Non-Financial incentives, career/professional development, sense of purpose
Society & Community:
Employment, taxes, contribution to community
Charity Organizations:
Financial/Non Financial contributions from other organizations
Shareholders:
Financial benefits (dividends), sense of assurance/stability
Stakeholders
Organizations may hold different roles, depending on the perspective under discussion
Service Providers
The key is that the organization in the provider role has a clear understanding of who its consumers are and who the other stakeholders are in the associated service relationships
Service Consumers
'Customer'
Defines requirements
Takes ownership of outcomes of service consumption
'User'
A person who uses the service
'Sponsor'
A person who authorises the budget for service consumption
Example - consumption of mobile phone service for employees
CIO & Comms Team - 'Customer'
Analyse Requirements, Negotiate Contract & Monitor Performance
CFO - 'Sponsor'
Reviews and Approves the budget
Employees - 'User'
Order/Receive Service
Individual could act as all three roles
Products & Services
Services
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Product
A configuration of an organizations resources designed to offer value for a consumer
People
Information
Technology
Products are typically complex and not fully visible to the consumer
Service Offering
Components of a service offering
Goods
eg mobile phone/physical server
Ownership/Responsibility is transferred
Access to resources
eg. network/storage
Only accessible during the agreed consumption period
Ownership is not transferred (eg licensed)
Service Actions
eg User Support, Equipment Replacement
performed by service provider to address a consumer's needs, in agreement with customer
Service Relationships
The Service Relationship Model
The Service Provider can use its new or modified resources to create its own products to address the needs of another target group, thus becoming a service provider
eg Excenta using Azure, Giacom products to create Service Offering