Service Value and Service Provider Types

Service Value

Service Value relates to the customer's perception of the business outcomes and comprises of two main elements such as Service Utility and Service Warranty.

In the ITIL v3 publications, Service Utility is what the customer gets in terms of outcomes supported and/or constraints removed whereas Service Warranty defines how the service is delivered and its fitness for use, in terms of availability, capacity, continuity and security.

Service Value also incorporates the referenced concepts of services such as Assets, Value Creation, Value Networks and Value Capture.

Service Provider Types

Because there are many different strategies and service providers within the organization, it was agreed to divide service providers into separate types. There are 3 main types of service providers which are:

  1. Type I: this type of service provider exists or can exeist within an organization solely in order to deliver service to one specific business unit

  2. Type II: dedicated to service multiple business units in the same organization

  3. Type III: this service provider is the wider one and operates as an external service provider serving multiple external
    customers.

source: ITIL Resources
published: 2009-02-22 10:41:32

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