Constructs of a “Service Relationship”

Constructs of a “Service Relationship” – ITIL 4

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.

Comments

Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

What is the difference between Process Owner, Process Manager and Process Practitioner?

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...

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