s Flashcards
Services cannot be physically touched or stored like products. They are experienced, such as the expertise or advice provided by a consultant or the use of software via the cloud.
Intangibility
Services are often produced and consumed at the same time. For example, in an IT support service, the help provided by the technician is consumed by the user during the interaction.
Inseparability
Services cannot be stored for later use. Once delivered, they are gone. If a customer does not use a service during a particular time (e.g., a scheduled webinar or a tech support session), that service opportunity is lost.
Perishability
The quality of a service can vary depending on who delivers it, where it’s delivered, and the conditions under which it is delivered. For instance, different IT helpdesk agents might provide different levels of support.
Variability
IT services are designed to meet the needs of the users and customers, ensuring they can perform their tasks efficiently.
User-Focused:
IT services often involve a series of processes that work together to deliver the service consistently and reliably
Process-Driven
IT services are aligned with the organization’s overall goals, ensuring that IT supports business objectives.
Aligned with Business Goals
Services enable customers to use resources (like IT infrastructure) without investing in ownership or maintenance, reducing overall costs.
Cost Efficiency
Services provide value by helping customers achieve specific goals, enhancing customer satisfaction.
Customer Satisfaction
Services can often be scaled up or down based on demand, allowing businesses to adjust their resource usage more flexibly.
Scalability
Handling any issues or disruptions in IT services (e.g., when the school portal goes down).
Incident Management
Managing updates or changes to IT services to minimize disruptions (e.g., updating the school portal’s software).
Change Management
Handling requests for new services or help (e.g., resetting a password for the portal)
Service Request Management
This phase involves understanding the needs of the business and aligning the IT services accordingly. It includes defining the service portfolio, setting policies, and planning for future demands.
Service Strategy
Services that are under development or planned for future deployment. These are services not yet available to customers but are in the process of being created or improved.
SERVICE PIPELINE
