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■ Contents
1.8 Internal and External Customers .................................................... 8
1.8.1 The Concept ..................................................................................................8
1.8.2 The Difference ..............................................................................................9
1.9 Processes ....................................................................................... 9
1.9.1 Characteristics of a Process .......................................................................10
1.9.2 The Process Model .....................................................................................11
1.10 Functions ................................................................................... 12
1.11 Intersect Between Processes and Functions ............................. 13
1.12 Practice Exercises ...................................................................... 14
1.13 Summary .................................................................................... 15
■Chapter ■ 2: Generic Concepts 17
2.1 Utility and Warranty ...................................................................... 17
2.1.1 Elements That Create Value ........................................................................18
2.1.2 Utility of a Service ......................................................................................19
2.1.3 Warranty of a Service .................................................................................20
2.2 Assets, Resources, and Capabilities ............................................. 22
2.2.1 Resources ...................................................................................................23
2.2.2 Capabilities .................................................................................................23
2.2.3 Assets .........................................................................................................24
2.3 Types of Service Providers ........................................................... 24
2.3.1 Type 1: Internal Service Provider ................................................................24
2.3.2 Type 2: Shared Service Unit ........................................................................25
2.3.3 Type 3: External Service Provider ...............................................................25
2.4 Types of Services ......................................................................... 25
2.4.1 Core Service ...............................................................................................26
2.4.2 Enabling Service .........................................................................................26
2.4.3 Enhancing Service ......................................................................................27
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