ITIL Service Value and Types

ITIL V3: Service Value and Types

• Assets, Value Networks, Value Creation and Value Capture
• Type I: exists within an organization solely to deliver service to one specific
• business unit
• Type II: services multiple business units in the same organization
• Type III: operates as an external service provider serving multiple external
• customers.

Service Assets as Resources and Capabilities..

• Resource is a generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
• Resources are direct input for production
• Capability is the ability of a service organization, person, process, application, configuration item or IT service to carry out an activity.
• Capabilities are intangible assets of an organization.

Service Provisioning Models

• Managed Service: where a business unit requiring a service fully funds the provision of that service for itself
• Shared Service: the provisioning of multiple services to one or more business units through shared infrastructure and resources
• Utility: services are provided on the basis of how much is required by each customer, how often, and at what times the customer needs them
• We need to design a service that is fit for purpose (utility) and fit for use (warranty). We provide services to the customer to get high return on assets in turn improving the performance of the customer assets.
• Therefore, Service Strategy is a guideline that describes how to design, develop and implement service management as an organizational capability.
• It is guidance on how to transform Service Management into a strategic asset and then think and act in a strategic manner.