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Chapter 2 ■ Generic Concepts
2.2.3 Assets
Each of the items discussed under resources and capabilities are generally called assets.
If these assets (resources and capabilities) contribute toward designing and running
a service (thus creating value), they are referred to as service assets. Examples of service
assets are infrastructure, networks, applications, and the organizational leadership that
provides direction and governance.
When the resources and capabilities are leveraged by a customer to achieve business
outcomes, these resources and capabilities are referred to as customer assets. Examples
of customer assets are people (both as a resource and capability), applications, and
processes. Note that it is highly likely that service assets and customer assets can be the
same, as the same set of assets are leveraged to deliver services to a customer (service
asset) and are leveraged by a customer to achieve business objectives (customer asset).
Asset: Any resource or capability.
Service asset: Any resource or capability used by a service provider to
deliver services to a customer.
Customer asset: Any resource or capability used by a customer to achieve
a business outcome.
2.3 Types of Service Providers
A service provider is someone who provides service to the customer. In today’s world, the
person offering the service could be embedded in your team or your organization or an
outside entity.
In ITIL, and in this book, when I refer to the term service provider, I am referring
to the nuance of an entity delivering service, and it is applicable to each of the service
provider types that I am going to discuss.
2.3.1 Type 1: Internal Service Provider
The first type is an internal service provider. When I say internal, I am referring to the
service provider organization that is embedded inside business units. The service
provider is exclusive to each of the business units.
Business units are also referred to as towers (or verticals) in an organization.
Examples include a banking business unit, a retail business unit, and a research and
development business unit. So, in each of these business units, a service provider team
exists. In this structure, an organization will end up having as many service provider
teams as the number of business units.
Pros: The service provider is localized to the business unit and the customers can
expect personalized service. This structure allows the service provider to be aware of
the business unit’s requirements, expectations, and unstated needs. This is a distinct
advantage in servicing the customer.
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