How is your organization defining Services?
ITIL 4 takes a different perspective, putting more of a concentrated focus on the idea that service providers and service consumers must work together to create value, thereby co-creating it. Service providers cannot and should not create products and services (see diagram below) in a vacuum. Instead, we should actively collaborate with our customers on what is of value to them.
Within ITIL 4, a Service is defined as:
Service: The means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
There are also two types of key stakeholders defined within ITIL 4:
Service Provider: When provisioning services, an organization takes on the role of the service provider. The provider can be external to the consumer’s organization, or they can both be part of the same organization.
Service Consumer: When receiving services, an organization takes on the role of the service consumer. Service consumer is a generic role that is used to simplify the definition and description of the structure of service relationships.
Just as there can be different provider roles, consumers are also divided into different roles or categories, namely:
Customer: a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
User: a person who uses the service
Sponsor: a person who authorizes budget for the service In some instances, the same person may serve in several roles. In other cases, different people may fill the various roles. As a Service Provider organization, it’s helpful to understand who fills each of these roles and what each wants and needs from us.
Interesting feedback i think there needs to be a willingness of the organization to trust in the journey to see how it will bring value once adopted in parallel to breaking down the learning curve. I see the current worldly environment as an opportunity to leap forward, as we see companies that have successful transformed being in a better position to work in the new normal and drive revenue and growth. Whats your thoughts on the service value stream?
Tech Executive Seeking Next Engagement | AI & Digital Transformation Leader | Ex-KPMG | Former CIO | Industry & Keynote Speaker | ITIL4 Master | [email protected]
4 年Many organizations are slow to adopt ITIL4 due to many factors, including they are organized on ITILv3 and will need to re-org to adjust to ITIL4. Another reason is the lack of understanding of the value ITIL4 brings. Given the current events, it is interesting to see political, environmental, and economical factors represented as these external factors have a much larger impact on organizations than in the past (or are just now being realized).