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Chapter 2 ■ Generic Concepts
You need both resources and capabilities to create value from services.
2.2.1 Resources
Resources are direct inputs that are needed upfront to create value. Resources generally
include:
• Financial capital: Think of it as the seed money needed to start a
business to deliver services.
• Infrastructure: Various IT and non-IT infrastructures that
contribute toward service creation (servers, routers, offices, data
centers, etc.).
• Applications: The many applications that you need to leverage to
create a service (analyzer tools, BI, accounting, auditing tools, etc.).
• Information: The basic information needed to start a service,
like what the requirements are, who is looking for what kind of
service, etc.
• People: The most important component of a service. In this case, I
am not referring to the skill sets but rather the manpower needed
to carry out service activities.
2.2.2 Capabilities
Capabilities are a direct representation of an organization’s maturity, history, and its
experience. It is driven mainly by components that are impalpable such as experience,
leadership, and knowledge. The main components of capabilities are:
• Management: A company driven by good management skills,
extracting profits, brand value, and customers by motivating the
resources in the right direction.
• Organization: Much like management, where the organizational
skills come in handy in using the time, energy, finances, and
people and turning them into something of value.
• Processes: The building blocks of a service; they need to be at their
optimal best, structured around ruggedness, and bound by objectives.
• Knowledge: Companies mature just like individuals do with
experience. A company’s knowledge and experience in dealing
with various situations and the capabilities that are needed to
provide solutions make it an apt component of value creation.
• People (again): Under resources, we considered people by
themselves, but under capabilities, it is the skill sets of people
that are the focus. In this case, people’s maturity, technical and
managerial capacity, and experience make up the capabilities.
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