Revealed: 3 Major Facts About Service Consumption in ITIL 4
In my previous article last week, I have tried to look at the concept of Service Provisioning in a service organization. I said any organization that want to serve customers must try to put all in place in order to deliver value to customers. They also have to make sure that they are improving services continually. In this article, I want to look at the concept of Service Consumption in ITIL 4.
In order to enjoy the services that you have paid for, there is a need for consumers to maintain the resources that they need. Also. It is expedient for them to ensure that everything is alright from their own end. I feel one of the parts of co-creation of value is to make sure that whatever device they install at your own end is well taken care of.
Effective utilization in Service Consumption
Another thing about Service consumption is that, to effectively utilize resources, you need to make sure that you effectively utilize company resources. You have to make sure that you prepare yourself in order to get the best out of their service. Take, for example, I will have to make sure that my Android phone is in good condition so that I will be able to enjoy mobile data subscriptions whenever you subscribed to their services.
It has to do with requesting for service action to fulfill. For you to enjoy any service, you have to request for it. The organization now has to make sure that such services are available on request.
Moreso, it has to do with receipt and acquisition of goods and services. When you are consuming services, you are acquiring goods and services from service providers. You are bound by the rules and regulations guiding the provision of such services.
This article on Service Provisioning is a sequel to my previous article where I talked about Service Relationship Management.
It has to do with how service providers manage their resources effectively in order to deliver value to their customers. It is expected that service providers will continue to maintain their resources in order to ensure that customers are getting value for what they are paying for.
Service Provisioning also has to do with the Service provider providing access to services that customers have already paid for. They have to make sure that those services are always available to the delight of customers.
Service Provisioning and fulfillment
It also has to do with the fulfillment of agreed action. The Service Provider has to make sure that he actually delivers what he has promised the service consumer they will get after they might have subscribed to the service that he has to offer.
It also covers the continual improvement of the services you render to customers. As you are providing services to customers. No matter how satisfied they are, you have to get feedback from them on how the service can be improved for better performance. This will help you to satisfy your customers and raise the exit barrier for them.
The word “Service Relationship Management” might not be strange to some of us. In fact, all that happened between Service consumer and service provider can all be termed as service relationships.
We have two aspects of service relationships which are Service Provisioning and Service consumption.
Service Provisioning has to do with all that a service provider does in order to make his service available to customers.
Service consumption, on the other hand, has to do with all that a service consumer does in order to make sure that the benefits from the service that he has paid for. This includes making himself available so that he can receive the benefits of the service he has paid for. If someone pays me to train him for example, the individual has to make sure that he is available at the appointed time in order to receive that training.
Service Relationship Management joint activities
Service Relationship Management consists of joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on the agreed and available service offering.
3 Facts About Service Offering in ITIL 4
A Service Offering is a description of one or more services designed to address the need of the target customer group(s). It can involve goods, access to services or service actions. I am going to look at how these three can be rendered in any service organization. Follow me as we look at how these three work together in this article.
Service Offering can be in three forms which include:
These are the kind of services that you have to purchase and take full ownership of them. When you purchase this kind of service, you are the one responsible for the Maintainance of such service. If you have DSTV Decoder or you bought a modem. You will have to take full ownership of it. You are the one responsible for maintaining your sim card, not the service provider.
#2 Access to Resources
When you subscribe to this kind of service, you are been given access to the resources of the organization. Also, ownership of the resources is not been transferred to the service consumer. Access to resources owned by the organization is been given to the service consumer under agreed terms and conditions. If you subscribed to a 10gig per month data. Your access to the data network will be cut off once you have exhausted your 10gig data. That is an example of Access to Resource Service Offering.
#3 Service Action
These are the kind of services that are performed by the Service Provider. They are expected to address a specific customer need. Take, for example, I gave my Android Phone Engineer my phone to fix the screen of my phone for me. he is expected to fix the bad screen while I pay him the amount we have agreed for that particular service.
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