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Constructs of a “Service Relationship” – ITIL 4

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Generally, when we think of “relationships,” we immediately think of the people aspect. In ITSM, we are referring to the relationships between third-party vendors, suppliers, customers, and many other stakeholders necessary to deliver the optimum service. It is mandatory to manage those relationships at the appropriate level. One way to understand the “organization and people” involved in those relationships is to understand the constructs of a “Service Relationship.”

ITIL provides us this model.
Starting from the bottom of the diagram and moving up, let's discuss the critical elements of a Service Relationship:

Resources – All resources including people, process, and technology. In ITIL terms, that includes resources from all Four Dimensions:
  • People and Organizations
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
Products – A configuration of resources provided by the service provider that are potentially valuable to their customers.

Service Offerings - Simply put, service offerings are a way that providers can offer options to consumers.

An example that we can relate to is a banking service offering. Products might include checking and savings accounts that come with a debit card and access to ATMs and online banking service. A consumer typically can avoid fees by using their bank’s ATMs, or by also having a savings account or using direct deposit. These offerings are designed to address the cost and risk profiles of their various target consumer groups. Products are typically complex and are not fully visible to the consumer. The portion of a product that the consumer sees does not always represent all of the components that comprise the product and support its delivery. Organizations define which product components their consumers see and tailor them to suit their target consumer groups.

Learn more about how to accelerate and optimize your services and receive your ITIL 4 certifications.


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