When discussing the elements of value creation through the
delivery of services we always talk about customer preferences, perceptions and
the business outcomes they generate. We
also throw in the elements of utility and warranty. These are all critical in ensuring our
ability to create value for our customers and capture value for ourselves as
service providers.
The service relationship between service providers and their
customers revolves around the use of and interaction of assets. Assets are made up of both resources and
capabilities and are provided by both the service provider and the customer. These
are critical value elements in the creation of usable, customer aligned
services.
Many of our customers utilize our services in conjunction
with their own assets to then build and deliver services or products our
customers then deliver to their customers. We, as the service provider,
consider these customer assets. Without
these there would be no basis for defining the value of a service. Therefore,
performance of customer assets is a primary concern for service management.
Organizations use resources and capabilities to create value
in the form of goods and services.
Resources direct inputs for production.
Capabilities represent an organization’s ability to coordinate, control
and deploy resources to produce value. They are characteristically experience
driven, knowledge intensive and information based. They are derived from the organization’s
people, systems, processes and technologies.
Service providers must continually develop new and
distinctive capabilities that align to the changing customer needs in order to retain
customers with the suitable value offerings that would be difficult for the
competition to duplicate, thus giving us the competitive advantage. These must be balanced with the appropriate
and adequate resources which the service provider is dependent upon for the
delivery of fitting services.
For more information please click through to http://www.itsmacademy.com/lifecycle/
Comments