Products and services Flashcards
Think of ITIL 4's Products and Services like a restaurant experience:
What is a Service in ITIL 4?
a) Definition: A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
b) Mnemonic: “SAVE” - Service Adds Value Effortlessly
c) Explanation: The acronym SAVE reminds you that a service creates value for customers without them dealing with the complexities.
What is a Product in ITIL 4?
a) Definition: A configuration of an organisation’s resources designed to offer value for a consumer.
b) Mnemonic: “CROP” - Configuration of Resources Offering Potential
c) Explanation: CROP helps you remember that a product is a cultivation (configuration) of resources that can yield value.
What is a Service Offering in ITIL 4?
a) Definition: A description of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions.
b) Mnemonic: “GAS” - Goods, Access, Service actions
c) Explanation: GAS represents the three main components that can be included in a service offering.
What’s the relationship between Products and Services in ITIL 4?
a) Answer: Services are based on one or more products. Products are configurations of resources that create potential value, while services enable the realization of that value.
b) Mnemonic: “LEGO Service” - Like LEGO bricks (products) combined to build a play experience (service)
c) Explanation: This image helps you visualize how multiple products can be combined to create a service, just like LEGO bricks create a play experience.
What are the three components of a Service Offering?
a) Answer: 1. Goods supplied to a consumer, 2. Access to resources granted to a consumer, 3. Service actions performed for a consumer
b) Mnemonic: “GAP” - Goods, Access, Performance
c) Explanation: GAP helps you remember the three key elements of a service offering, bridging the gap between provider and consumer.
