Sumário > ITIL 4
Summary of Section 2.3: Products and Services
Key Message
The central component of service management is the service. The nature of services and their relationship with products are fundamental to understanding service management.
2.3.1 Configuring Resources for Value Creation
Definitions:
- Service: 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 organization’s resources designed to offer value for a consumer.
Explanation:
- Services provided by an organization are based on its products. Organizations possess various resources such as people, information, technology, value streams, processes, suppliers, and partners.
- Products are configurations of these resources that can potentially be valuable to customers.
- Each product is created with target consumer groups in mind, tailored to meet their needs.
- Products can address the needs of different consumer groups, such as offering different versions of software (e.g., a 'lite' version for individual users and a comprehensive version for corporate users).
2.3.2 Service Offerings
Definition:
- Service Offering: A formal description of one or more services designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions.
Components of Service Offerings:
- Goods:
- Supplied to the consumer, with ownership transferred to the consumer who then takes responsibility for future use.
- Example: A mobile phone.
- Access to Resources:
- Ownership is not transferred. The consumer is granted access under agreed terms and conditions for a specific period.
- Example: Access to a mobile network or network storage.
- Service Actions:
- Performed by the service provider to address the consumer’s needs according to the agreement.
- Example: User support or equipment replacement.
Explanation:
- Service providers present their services through service offerings tailored to target consumer groups, which can be either internal or external to the provider organization.
- Different offerings can be created from the same product, addressing various consumer needs (e.g., a free version and a paid version of a software service).
Example from ITIL Story
Axle's service offerings include car hire and various options to meet different travel needs, such as discounted insurance, a loyalty program, and complimentary travel products (e.g., bottled water, tissues, badge holders for parking permits, and baby seats). These offerings are tailored to different consumer groups, ensuring that each group’s unique requirements are met.