become-itil-foundation-certified-abhinav-kaiser(www.ebook-dl.com)

Chapter 2 ■ Generic Concepts
2.1.3.3 Continuous Enough?
You are in the midst of the telephone round of an interview for a company based
overseas. The call drops every few minutes, distracting you from the ideas you want to
state and thereby causing you to lose your train of thought. The service has coverage and
sufficient capacity, but is it giving you the value you perceive? Heck no!
2.1.3.4 Secure Enough?
You are calling your human resources department to discuss the appraisal your manager
has given you. How would you feel if the conversation you are having from the confines
of your home, with the HR person on a different continent, is accessible over the cloud by
your manager? Is the service giving you value? You know the answer.
To sum up from these example, for the cell phone service warranty conditions to
be met, the service must be available, have sufficient capacity, must be continuous, and
must be secure. Without any one of these elements in place, the cell phone service is not
fit for use and does not add value.
2.2 Assets, Resources, and Capabilities
Earlier I mentioned the functional aspects of a service that create value for customers.
Now let’s look at the practicalities that support creating value from services. Figure 2-5
illustrates the various resources and capabilities that typically contribute toward creating
value from services.
Capabilities
Resources
Management
Financial capital
Organization
Infrastructure
Processes
Applications
Knowledge
Information
People (experience, skills
and relationships)
People (number
of employees)
Figure 2-5. Resources and capabilities
22