So last Blog we strategised and understood why we should provide this innovative service. Today, I would like to truly explore the value of this unique service, as ITIL® sees it:
Value – produced in the form of goods and services, created by combining utility and warranty, using resources and capabilities, … hmmm so what does that really mean?
Firstly – our pigeons are definitely our resource, as would be the cages, scrolls etc used to move the communication form one place to the next. Capabilities would be the skills and knowledge that John, our Pigeon trainer, has to train and set up the service.
When we look closely at “value = utility and warranty” we can start to get a good understanding on the type of service that a) might be expected by the customer, and b) what it is we, the IT department could “possibly” (because have yet to actually design service) offer our customers:
Utility – Fit for purpose – what are the expected features of our service? What support can the customers expect? – two very important questions that need to be considered when determining the value.
Warranty – Fit for use – what levels of capacity, availability, security and continuity can be agreed upon in order to determine this value.
To assist this valuation, it would be wise to consider developing “Service Level Packages” that the IT Department may want to offer the customer to address these issues. For example – if the customer wanted a range of pigeons (eg, fast, pretty) then this could be included in the options available, headed under features. Having a vet on hand to provide ad hoc advice could be a support option. Ideally the customer would like the pigeons available 24/7, which would potentially mean having multiple pigeon access to each user (the pigeons do need to sleep sometime), and would want some level of guarantee that noone will try and steal the scrolls, let alone the pigeons and so on… but of course, we all know that all of this is possible.. if the customer is prepared to pay!!!!!!
Service level packages would allow you to identify the “extra” services that may be required as well as creating different “value options for the customer.
Once this has been agreed upon, you will have a mutual and clear expectation of the level of service that needs to be designed… VALUE
It is always a wonderius thing to see the CEO pipe dream to suddenly accepting straw realities…
Next Blog – let’s get designing!
Till next time Cheers from the ITIL® Australia Team at The Art of Service